POL00458458
POL00458458
Postmaster Experience
Director ,
Page 1of 5
POL00458458
POL00458458
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 Ways of Working see Code of Business Standards:
We work in partnership
We are one team
We deliver
Working in partnership as one team we deliver amazing results. We are Post Office.
The basics
Job Title: Postmaster Experience Director
Grade: Senior Leadership Position (SLP)
Post Reports to: Retail Engagement Director
Division: Retail Engagement
Business Unit: Retail
Budget Accountability: N/A
Number of Direct Reports: N/A
Location: Location Independent Worker
Page 2 of 5
POL00458458
POL00458458
The purpose of the role
To champion the importance of the Postmaster at all levels within Post Office and putting the
Postmaster at the heart of what we do. Through a deep understanding of the issues facing
postmasters work collaboratively with senior leaders to drive ongoing improvements to our
ways of working, the Postmaster lifecycle, and in branch operational processes to enhance the
overall postmaster experience. This role will be instrumental in fostering an environment for
achieving ‘win win’ outcomes for Postmasters and Post Office by influencing decision making
and actions. Success in this role will be that all Postmasters will see that their journeys are
improved, and Post Office are giving support to improve PM viability, through operating in
partnership with Post Office.
Principal accountabilities
Ensuring Continuous Improvement at all stages of the Postmaster lifecycle to improve
the overall experience, by working with various stakeholders across Post Office
e Using a continuous improvement mindset to influence, advise and guide business owners
in Post Office to change business as usual processes and ways of working to resolve
Postmaster pain points and improve Postmaster experience. This includes a review of the
support provided to postmasters and their teams across all stages of the journey to ensure
simplicity and efficiency;
e Hold business owners to account for continuous improvement;
e Working closely with the Retail Engagement Director and Group Chief Retail Officer, apply
a critical postmaster lens to improvements already implemented and those planned in
response to the Common Issues Judgement;
e Adopting a mindset of continuous improvement, make recommendations to improve the
overall postmaster experience, gaining feedback from postmasters as necessary and
working closely with accountable business owners to shape and deliver such
improvements, assuming accountability in the absence of appropriate business ownership
to safeguard the delivery of actions.
Ensure postmaster input into i
and viability:
tives developed to improve Postmaster profitability
e Bring new ideas to the business on how overall PM viability could be increased, working
closely with Retail and Commercial teams.
e Work with internal stakeholders to input to and review solutions to:
o Increase Postmaster income and remuneration
o Decrease Postmaster costs of running their holistic business
Manage Interested Stakeholder Relationships as the main conduit for all types of
Postmasters
e An ambassador for Postmasters, keeping them within the consciousness of the organisation
through strong leadership, influencing, strategic and people management skills to drive
Postmaster-centricity effectively across all levels within Post Office and amongst
Page 3 of 5
POL00458458
POL00458458
Postmasters;
e Brief the Chief Executive Officer and Chief Retail Officer on a regular basis regarding
postmaster sentiment and key issues throughout the network.
e Stakeholder management with the National Federation of Sub Postmasters (NFSP) as and
when required at both a National Executive level and Regional level;
e Hold regular meetings with the Board Postmaster Non-Executive Directors to ensure
alignment on key issues and upward cascade as appropriate;
e Attend meetings with our Shareholder and representative: Department for Business and
Trade (DBT) and UK Government Investments UKGI) to represent the needs postmasters
and assist in the escalation of key issues requiring their input and attention;
e Supporting internal cultural change initiatives to drive Postmaster led behaviors;
Ensure full, meaningful and well-coordinated engagement with Postmaster segments to
ensure all Postmaster voices are heard
e Frequent engagement with the Postmaster network and their management, at branch
level, across the country, driving engagement to mutual benefit, supporting and engaging
Postmasters in the cultural shift to a franchise business that is truly Postmaster centric.
« Working collaboratively with the Head of Postmaster Engagement, advise and input to the
frequency, consistency and quality of engagement channels/forums, ensuring they meet
the needs of Postmasters, as well as developing and maintaining robust feedback
processes.
Qualifications, experience and skills
e An existing Postmaster with a minimum of 3 years Postmaster experience (whether as an
individual, partner or director)
e Preferred experience of at least 2 years working in a management or head office role in
organisations outside Post Office (ideally in a corporate environment)
e Personal experience of either working in a franchise business (as franchisee or franchisor);
running own business and/or experience of Convenience sector
e Experience of delivering successful outcomes and effective engagement and influence of
stakeholders in a complex matrix environment
e Credible and able to demonstrate strong understanding and engagement with Postmasters
e Strong ability to communicate confidently and challenge others, even if more senior, if they
do not believe an action or decision is in the best interests of Postmasters. This will require
role holder to have gravitas and presence
e Highly developed relationship management skills with the ability to build and sustain
collaborative working relationships both internally and externally
¢ Political and commercial awareness
Page 4 of 5
POL00458458
POL00458458
e A high degree of customer orientation in decision-making, coupled with analytical and
strategic decision making & problem-solving skills
e Areal ability to forge chemistry with the Postmaster community, remotely and at scale and
to have the ability to be the voice for them on a large scale both regionally and nationally
e Resilient and robust but a forward-thinking attitude
e Very strong communication skills
e Real team player with skilful stakeholder management and engagement
e Accuracy, with attention to detail
e Integrity and trust
e Engaging and personable with strong emotional intelligence
e Grounded and Empathetic
Where does this role fit in with the rest of the team?
Postmaster Experience
Group Chief Retail Officer
GE ngagement D Director
SLP
Page 5 of 5