Senior operations manager

What you'll do

Responsible for leading and supporting up to 30 delivery offices, you’ll encourage a continuous improvement culture. Ensuring that each unit and its individual employees understand the requirements of the business and our customers, you’ll inspire your people to meet and even exceed vital scorecard indicators. By driving collaborative working and promoting individual accountability, you’ll role model a can-do culture and champion transformational change within each office.

What we look for

Experienced in developing high-performing teams, you’ll be able to achieve business results whilst maintaining the customer-centricity that drives excellent service. You’ll be confident in building relationships across the company and leading by example to protect the safety, health and wellbeing of every office. We’re looking for an individual who has a strong grasp of operational systems and ways of working such as One Plan, Qlikview and the CBS metrics, and will be analytical in their approach to delivering operational solutions.


  • A potential bonus of at least 10 per cent, rising to at least 18 per cent for more senior roles
  • Company car and private health benefits
  • Up to 25 days' annual leave when you join, rising to a maximum of 30 days plus Bank/Public Holidays (with the option to purchase additional holiday)
  • Pension scheme
  • Childcare vouchers
  • Cycle-to-work scheme
  • High-street, leisure, entertainment and motoring discounts and offers.

Frequently Asked Questions

What hours will I work?

Your working hours will vary depending on your role. Work in Delivery and you can expect to start at 6am and finish at around 2pm, although you may need to stay a bit longer when necessary to make sure we’ve met our customers’ expectations on that day. In Processing, your hours as a work area manager or shift manager will depend on the shift you’re working. There are four shifts, early (6am–2pm), late (2pm–10pm), nights (10pm–6am) and weekends. Plant managers and production control managers tend to work more standard hours, but because processing plants operate twenty-four hours a day they may be called upon to work flexible hours where appropriate.

What does the assessment process look like and how long will it take?

Your assessment starts with your application. Your CV will then be reviewed against a core set of criteria and if you meet these standards you will be invited to complete an online situational judgement test. If the results are favourable, you’ll attend a short telephone interview. Pass this stage you will be invited to a half day assessment centre where you will complete a series of activities including a competency based interview. If you are successful at that point we will offer you a role, dependent upon the usual vetting standards. The process from application to assessment could take a few weeks, and is rigorous – but we will support you along the way and will make sure you have the opportunity to ask any questions you may have.

What are opportunities are there for advancement?

The career opportunities within Royal Mail are huge, especially at a time when we’re transforming our operation. You’ll have the chance to move, progress and take on new challenges, and will also be able to discuss your development and career aspirations on a regular basis through our appraisal cycle.

Where would my role fit in the organisation?

When you start at Royal Mail we’ll give you a thorough understanding of the operational structure. As a brief overview, we have around 1,400 delivery offices, each run by a delivery office manager who, depending on the size of the office, is supported by a number of delivery line managers in ensuring a great service for our customers. In Processing we have around 30 plants nationally, each run by a plant manager. These managers lead a team of shift managers and are supported by a production control manager. Each shift manager then has a team of work area managers who reports into them for each shift.

What support will I receive when I join?

You’ll get a carefully structured induction and on-boarding support programme as soon as you join the business that will set you up to succeed. This will include training on the core elements of your new role, leadership development and mentoring, and coaching support from people who are already in role and have joined externally. We will also make sure that you have regular opportunities to network and build relationships with people joining the business at the same time as you so that you can share experiences and learning opportunities.

What are the key things I need to know about working in Royal Mail?

You will need to be resilient, be driven to make a difference, and, most importantly, be able to build relationships and work well with your team. In return we will give you the opportunity to take actual accountability and ownership of performance. It is a great company and you will get real opportunities to make a difference as we seek to continue our transformation journey.

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