Operations Director (Field-based Workforce)
Our client is a major transportation services and judicial enforcement business that works on behalf of local authorities, central government and the private sector, including collecting fines. They have grown significantly over the last few years, both organically and via acquisition, and they have c.4000 field agents, based throughout the UK. Their rapid growth resulted in the creation of a new position of Group Operations Director, reporting into the COO and with responsibility for developing and implementing the operations strategy to ensure the effective management of the field team, focussed on ensuring that end customers received the highest possible level of service in what is a politically sensitive market whilst bearing in mind cost and budget issues.
Finding candidates with experience of managing similar sized, nationally based teams was not an easy task, particularly given the perception of the industry that our client operates in. After an initial market mapping exercise, we contacted some 80 potential candidates, assessing their experience in managing, communicating with and motivating a large field-based team, along with their track record of working under pressure and to tight deadlines, managing major change programs and using technology to maximise efficiency and reduce costs. A strong ethical focus and values-driven approach was also needed given the scrutiny that organisations in this market are subjected to from both the public and the media.
We interviewed and psychometrically assessed twelve potential candidates and put together a short-list of four, all of whom were interviewed by the HR Director and COO. Two of these were then met by the CEO of the organisation, who was happy that either could carry out the role effectively and add real value to the organisation. As such, the COO offered his preferred candidate, who accepted the offer and who has already made a positive impact on the operation.
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