John Heffer Email & Phone Number

London And South East

Role/Achievement: Promotion, senior operations manager, responsible for leading +6000 employees and 250 managers (78 delivery hubs, 2 large processing centres, 24 collection hubs and 3 sizeable distribution hubs). Total accountability for all key performance measures and the transformation plan. To create a culture of Customer Excellence and trust in the workplace through leadership, lean manufacturing and tactical planning. Total accountability for P&L and £225m per annum budget. Building effective relationships with all key stakeholders including trade unions, regulatory bodies, and local opinion formers.

South Of England

Responsibilities: A key Senior role in Royal Mail Group with direct accountability for all aspects of Processing and Collections Performance in the South. Leads a team of Senior Operations Managers and a dotted line to Functional Business Partners, the Processing and Collections Director leads their team to deliver World Class performance and to transform the operation

South Of England

Responsibilities: As a direct report to the Processing and Collections Director has direct accountability for the achievement of all Key Performance Indicators-Safety, Quality, Financial, Efficiency and People. Works collaboratively with key stakeholders including the Unions to nurture a Culture of Continuous Improvement transforming it in to a lean operation.

National

Responsibilities: A strategic role with direct accountability for working in partnership with the Functional Directors, Business Partners and Subject Matter Experts providing expertise and direction to drive sustained performance improvement across all aspects of the Pipeline Customer and Quality scorecard.

Gatwick Mail Centre

As a direct report to the Process Director, leads the management team responsible for Royal Mail operations within the Mail Centre and is responsible for the achievement of people, customer, performance and financial targets. Responsibilities include transforming the site into a lean mail production operation. Provides leadership and guidance for the Plant Process Leads and ensuring that the plant is led on a process centric basis to world class standards, ensuring that the Plant Process Leads work as a team, and their Process Leads on shifts promote and operate in the process centric way TResponsible for : - health, safety and legal compliance for the plant and creation of a working environment where plant/shift process leads and their team leaders/members take responsibility for safety and wellbeing and the achievement of people, customer, performance and finance targets - delivering the benefits of transformation activity – leading HR activity on the site – including resourcing, employee and industrial relations, talent and learning and communication activities - ensuring the proactive management of key interfaces with pipeline, regional and national senior managers. Benchmarking with other plants to understand best practice in the drive to achieve upper decile performance - ensuring that day to day performance and compliance to process, along with business planning and national change initiatives are effectively integrated into the management process for the plant. Ensuring that all national special event planning takes place in line with business requirements

Kent And Sussex

Quality and Customer Manager Responsibilities: Provides detailed analysis of the Customer scorecard to the Directorate identifying any risks to the Customer experience and through the application of lean management techniques works collaboratively with key stakeholders to facilitate continuous improvement activity. Assurance of transformation programme negating any risk to the Customer. Actively supports a range of Professional Network Focus Groups that underpin the businesses strategic plan Achievements• Achieved 25% improvement in Customer Satisfaction over 24 months. •Developed a range of standardised processes and engagement products that underpinned a 6% improvement in First Time Delivery performance. •Best performing Directorate across the Customer Scorecard in 2014/15

Royal Mail Group Plc

Responsibilities: To act as the Voice of the Customer ensuring that any risks to the Customer Experience are highlighted to the Directorate and where chronic loss exists provide coaching using lean management techniques to eliminate the defects. Champion Quality of Service across the Region, facilitating cross functional working and maintaining compliance. Assurance of all transformational change negating any risks to service. Achievements•Achieved a 4% improvement in Customer Employee Engagement-developed an independent Internal Quality of Service programme which was expanded to 450 Delivery Offices •Achieved 34% improvement in Quality of Service• Designed national Delivery Quality Assurance process •Developed Quality and Customer operational standards with key stakeholders across the organisation, identified as national best practice with plan to deploy in over 1700 delivery offices

Canerbury

Responsibilities: Operating budget in excess of £20m with total accountability for delivering plans to achieve performance units across the balanced scorecard (Safety, Quality, Employee and Financial). To provide strategic leadership and manage Industrial relations across the Sector and to successfully deliver the transformation programme to achieve all key performance indicators Achievements•Successful deployment ofmajor transformation programme to realise all Key Performance Indicators•25% reduction in year on year accidents-•3.5% year on year reduction in Gross Hours- developed a best practice resourcing tool and provided coaching to team of effective resourcing•Most improved sector for Customer Scorecard performance

South East England

Responsibilities: Provides detailed analysis of the operational pipeline to the Area Management team identifying any risks to the Customer experience and working with key stakeholders to facilitate continuous improvement activity. As technical lead for World Class Mail use their knowledge and skills to coach the operational teams to improve performance. Assurance of all transformational change negating any risk to the Customer Experience. Achievements •20% improvement in Customer Satisfaction and 15% improvement in Quality of Service achieved through High Impact approach and focused continuous improvement activity•As World Class Mail Quality Control Pillar Lead supported the first Bronze Plant in the country. ••Developed a range of Good Practice lessons and the first Delivery and Process QA Matrices

Kent United Kingdom

ROYAL MAIL PLC, Kent Quality Manager, Kent-Jan 2007-Aug 2009Responsibilities: To develop the Area Quality Restoration plan and to work with the operational teams and key stakeholders to facilitate continuous improvement activity to achieve all Customer Scorecard targets. To identify any risks to the plan to the Area Management team and to develop plans to mitigate the risk. Achievements •Within 12 months faclitatied activity to achieve Quality of Service in all Post Code Areas•Achieved 15% improvement in Employee Opinion Survey •Developed range of analysis reports which were identified as national best practice

Maidstone, United Kingdom

Responsibilities•Leadership and development of team of managers and 250 front line staff to process mail•Responsibility for developing and deploying plans to achieve performance against a balanced scorecard specialising in continuous improvement (Safety, Quality and Financial)•Processing outward and inward mails to workplan•Industrial Relations framework and Union negotiations

Tonbridge

Responsibilities:•Total accountability for developing plans to achieve performance against a balanced scorecard (Safety, Quality, Financial and Performance)•Processing of outward and inward mails to workplan•Leadership and development of team of managers, engineers and operational staff•Hands on leadership, specialising in continuous improvement (Kaizen Activity)•Industrial Relations Framework and Union negotiations

Accelerated Management Programme

B Tech, Business Administration And Management, General