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Area Manager
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About Post Office
The Post Office has thrived at the heart of high streets and local communities across the UK for
over 370 years. As one of the country’s most trusted brands, we take our commitment to
providing essential services to customers across the UK very seriously.
We’re the UK's largest retail network, as well as the largest financial services provider in the UK,
with over 11,600 branches nationwide - more than all of the UK’s banks and building societies put
together.
We know that the best way to provide a great service for customers is to evolve our business and
adapt to their changing needs. That’s why we have a range of over 170 products and services, from
personal financial services like banking, insurance, payments and travel money, to telecoms and,
of course, mails. And we’re improving our online and in store experience for customers. We know
that our customers never stop changing, so neither will we.
Securing the future Post Office’s future:
We are working hard to ensure that the next chapter of the Post Office’s history is a bright one.
We are the current guardians of an iconic business and we want to hand over a thriving network
of branches which can continue to provide essential products and services for our customers for
many years to come. This is a uniquely exciting and challenging time for the Post Office - we’re
shaping the future and creating a business we can all be proud of.
Working at the Post Office:
Post Office colleagues are the driving force behind our business. Whether they are in our branches
or supporting from our offices, we are proud of the energy, commitment and customer focus our
people all have in common.
All Post Office people are guided by our three values and behaviours, see Code of Business
Standards:
We care by always thinking customer
We strive to make things ever better through honest challenge
We commit to decisive deliver
The basics
Job Title: Area Manager
Grade: 3B
Post Reports to: Regional Manager
Division: Retail Operations
Business Unit: Retail
Budget Responsibility:
Number of Direct Reports:
Nil direct reports, but leadership of up to circa 100
branches
Location: Field Based
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The purpose of the role
This is a key support and development role reporting directly to the Regional Manager. This
role will support a team of up to 100 franchise and independently owned Post Offices. The
individual will be responsible for delivering income of circa:
This role will deliver results, sales profit and service by directly influencing Postmasters, and
other Commercial Partners. The individual will build effective commercial relationships, and
influence Postmasters and Commercial Partners to deliver excellent customer experience, drive
customer focussed sales and deliver profit contribution for a geographical patch, within the
branch network. By developing a culture of support and community the role holder will
harness the trust of the branch teams and support them to develop their own businesses,
ensuring a robust and thriving network of branches for our customers. The role holder will
drive sales performance and transformational initiatives in up to circa 100 branches whilst
maintaining an excellent service to customers, initiating improvement activities where required
standards are not being achieved and ensuring team working and effective people behaviours
are deployed throughout their network.
This role will interface, and build a strong working relationship with the local Regional
Operations Team and wider virtual team, including FRES, Bank of Ireland, Royal mail and
Parcelforce, to ensure that the business network strategy is delivered.
This role will have accountability for the delivery of the business Retail Strategy across their
area.
Principal accountabilities
¢ Inspire through influence, support and motivation a team of up to 100
Postmasters/Commercial Partners to deliver great business results, excellent customers
service, and develop sustainable and profitable businesses
e Build strong commercial relationships with branch leaders, through a combination of one to
one meetings and local group meetings, communicating and embedding the business strategy
and objectives
e Responsible for developing a sense of support and community amongst branch owners and
operators, which will enable the sharing of best practice and identification of new innovative
ways of developing branch performance
* Harnessing the expertise of the wider virtual and specialist teams to support the community of
offices in the area
¢ Deliver all balanced business scorecard measures focussed primarily on the achievement of
outstanding customer service, and the delivery of the Regions Profit & Loss target
« Responsible for seeking and acting on customer feedback, to continually improve the
experience in our branch network, including the handling and resolution of complaints
e« Work with the Regional Operations Team to develop and deploy a robust succession plan at
area level, recruiting and developing high performing Postmasters within own area
« Responsible for the delivery and influence of the wider business strategy and transformation
plan
« Inspire, support and coach team members to enable them to fulfil their full potential
e Responsible for ensuring compliance with any specific legislative, regulatory, or contractual
requirements, protecting business brand values and enhancing the Post Office brand within the
communities we serve
e Ensure the wellbeing of fellow team members by deploying all Health & Safety and wellbeing
standards
Qualifications, experience and skills
¢ General management professional with experience of working in a large complex, franchise
and independently operated multi-site corporate environment. An inclusive team member who
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can foster partnerships, work collaboratively across boundaries and achieve performance and
results through others
¢ Excellent influencing and communication skills. Able to deliver messages effectively at all
levels. Must be able to motivate and enthuse others to deliver business initiatives and strategy
« Commercially orientated with good business acumen, analytical and numerate, with the ability
to understand and interpret trends from data
e Excellent coaching and development skills. Must be confident in challenging others whilst at
the same time maintaining a relationship of integrity and trust
e Proven track record of strong relationship building and networking skills within a retail
environment
e Ahistory of successful delivery of a balanced business score card, through a team of others
e Personal credibility with strong general management experience and understanding of sales
performance coaching and ability to deliver engaging and effective coaching
e Strong support and coaching skills with the ability to build successful teams focussed on
common goals
e Ability to guide people in a complex and agile environment, and deliver business change
initiatives
¢ Passionate customer service orientation and desire to drive excellence.
e Personal resilience and drive to succeed. Self-motivated to achieve against targets.
Experience of working with cross functional teams to embrace skills and experience from the
wider business
Experience of recruiting, coaching and developing a high performing team
Must have strong communication skills, both written and verbal
Ability to analyse sales and P&L data in order to make decisions to improve profitability.
Experience and understanding of creating and delivering business plans, to support
Postmasters to maximize the potential of their investment
A working knowledge of good retail practice in the convenience sector
Strong team ethic and team working
Ability to deliver product training on a one to one or group level
Great time management and planning skills
Able to plan and prioritise task to deliver maximum returns
Where does this role fit in with the rest of the team?
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IT permissions
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