Jim McVey
Motherwell,North Lanarkshire
Summary
Leads large customer operations teams to deliver service targets, strengthen accountability and maintain quality across daily activity. Coaches managers and new starters, sets clear goals and tracks progress to improve capability and succession readiness. Strategic Operations Manager with solid expertise in streamlining processes and driving operational efficiency. Proven track record in optimising resources, managing cross-functional teams, and implementing innovative solutions to improve productivity. Adept at fostering strong relationships with stakeholders and spearheading projects that align with organisational goals. Committed to delivering impactful results and enhancing overall business performance.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Lead Customer Operations Manager
Royal Mail Group
Hamilton, South Lanarkshire
2023.11 - Current
- Monitored staff performance and developed improvement plans.
- Led the operations team in daily task execution, optimising workflow for efficiency.
- Managed budgets and financial planning, achieving cost savings without compromising on quality.
- Achieved service time and quality targets aligned to business objectives.
- Led cross-functional teams in project implementation, delivering on time and within budget.
- Led strategic planning sessions to define vision and operational strategies for alignment.
- Mentor new starters through daily coaching and feedback on tasks.
Spot skill gaps, and pair talent with suitable training and rotations.
Develop staff by setting clear goals and tracking progress weekly. - Provided cover and support for area operations during absences and demand spikes.
- Identify managerial potential, support, and develop succession plans, as well as managerial cover for one's own office and sector-wide managerial cover.
Delivery Office Manager Multiple Sites
Royal Mail Group
Carluke, Lanark & Biggar, Lanarkshire
2021.04 - 2023.11
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
- Led 95 employees, including managers, support staff, and others, across multiple locations.
- Lead office teams through full revision cycles, maintaining quality standards throughout.
- Foster excellent working relationships with unions, and internal business functions.
Delivery Office Manager
Royal Mail Group
Lanark, Lanarkshire
2015.09 - 2021.03
- Managed daily office operations and coordinated meetings and scheduled appointments.
- Maintained team compliance with office policies, safety processes, and industry requirements.
- Directed daily operations to achieve maximum efficiency and productivity.
- Delivered solutions to logistics problems while maintaining high levels of service within budgetary requirements.
Deputy Manager
Royal Mail Group
ML Postcode , Lanarkshire
2010.01 - 2015.09
- Covered leave at various delivery office locations.
- Project management involvement with high-level projects such as COLOD revisions and World Class Mail implementation, utilising continuous improvement methodologies and lean management principles.
Education
A-Levels -
Brannock High Scholl
Motherwell1998
Skills
- Operations management
- Budget management
- Workforce planning
- Process improvement
- Leadership
- Decision-making
- Data Analysis
- Conflict Resolution
Certification
- Driving Licence
- First Aid Certified
- Mental Health First Aid Trained
Hobbies and interests
- Football coach
- Enjoy running, swimming & hill walking
Timeline
Lead Customer Operations Manager
Royal Mail Group
2023.11 - Current
Delivery Office Manager Multiple Sites
Royal Mail Group
2021.04 - 2023.11
Delivery Office Manager
Royal Mail Group
2015.09 - 2021.03
Deputy Manager
Royal Mail Group
2010.01 - 2015.09
A-Levels -
Brannock High Scholl