Compliance Manager

Posted 17 July by Hermes
About us
We are the UK's leading consumer delivery specialist, and that is because we are obsessed about providing our customers with the ultimate delivery experience.
Our team is one of 3000 employed people (so there are quite a lot of us) across 29 locations throughout the UK. We stretch from Dundee all the way to Plymouth delivering to millions of homes and businesses along the way. Last year we handled over 304 million parcels (that is an average of four parcels per person for everyone who lives in the UK).

We work with over 80% of the UK's leading high street well known retailers, have a network of over 18,000 lifestyle couriers and over 4,500 Parcel Shops – and every day we are growing.

Our Rugby hub (which is currently the largest hub in the UK) can process over 1.2 million parcels a night and is the size of over 33 rugby pitches – so we are a pretty big deal.

Finally we are owned by the Otto Group – so we are backed by one of the largest e-commerce companies in the world with an annual turnover of almost £9 billion.

All about the role
The Compliance Manager role is accountable for driving improvements to achieve regional service and compliance targets through robust analysis of courier performance on speed of service and ETA (Estimated Time of Arrival). You will have accountability for specific tasks as agreed with the Regional Compliance Manager such as reviewing MI reports and contacting couriers that are not achieving required levels of service and compliance, liaising with field managers to review courier capabilities and ensure the field team carry out effective courier improvement training sessions.
Our clients are extremely important to us and the service we delivery is key to our success. On occasion there are queries that the helpdesk cannot resolve so as Compliance Manager, you will support client queries to resolution, drive ETA performance to achieve targets and service level and support the field management team by identifying couriers who are not performing to the required levels.

Key responsibilities:
  • Responsible for achieving ETA targets for the region
  • Responsibility for issuing of service improvement strikes to couriers
  • Responsibility for using and communicating the MI data daily/weekly for the region to improve service and compliance
  • Supporting the network with best practice training

The ideal candidate will be an analytical thinker with good understanding of Excel, Word and Powerpoint and be able to create spread sheets and pivot tables.

Communication is key to this role so strong presentation skills are essential as well as being an effective communicator at all levels with the ability to influence. You will be able to demonstrate good problem solving skills, plan effective contingencies and solutions. This is an agile role, therefore you will need to hold a driving licence and also be flexible in regards to working weekends on a rota basis.

Hermes isn’t just about parcels, it’s about people. Building those key relationships, delivering excellent customer service and leading, supporting and motivating teams are the attributes we are looking for to support our growing business.

Reference: 38475665

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