Business Improvement and Performance Manager
Reports to: Head of Business OperationsDepartment: Business OperationsLocation: Head Office / Operations SitesRole Type: Full-time
Role Purpose
The Business Improvement and Performance Manager will be responsible for driving operational performance, business improvement and process development across the operational functions of the business.
The role will focus on identifying opportunities to improve productivity, reduce waste, strengthen processes and support the delivery of new business requirements. A key part of the role will be working with managers and departments to review current ways of working, improve use of OrderWise and ensure operational improvements are delivered and embedded effectively.
The role will support the Head of Business Operations by providing performance insight, project follow-up, improvement planning and clear reporting on key operational priorities.
Key Responsibilities
Operational Performance
- Develop, maintain and review operational KPIs across relevant departments.
- Produce regular performance reports for the Head of Business Operations and senior management.
- Identify trends, risks, underperformance and areas requiring improvement.
- Work with department managers to agree corrective actions and follow up on progress.
- Support a performance-focused culture across warehouse, dispatch, embroidery, IT, customer service and support functions.
- Ensure performance data is accurate, useful and clearly communicated.
Business Improvement
- Review current operational processes and identify opportunities to improve efficiency.
- Lead improvement projects that reduce duplication, manual work, errors, delays and unnecessary cost.
- Work with managers and teams to simplify processes and create more consistent ways of working.
- Support the creation and review of SOPs, process maps and operational guidance documents.
- Track improvement actions and ensure agreed changes are completed and embedded.
- Challenge existing ways of working in a constructive and practical manner.
OrderWise and Systems Improvement
- Maintain an OrderWise improvement log for operational issues, change requests and process improvements.
- Work with operational teams to identify system gaps, reporting needs and workflow issues.
- Support testing and implementation of OrderWise improvements.
- Liaise with IT and relevant system users to ensure changes are understood and communicated.
- Help reduce manual workarounds by improving system use and process discipline.
- Support training and guidance where OrderWise changes impact operational teams.
New Business and Operational Readiness
- Support new business activity, new customer requirements, product launches and operational changes.
- Review whether existing processes, systems and reporting are suitable before new activity goes live.
- Identify risks, resource concerns, system gaps or process issues linked to new business requirements.
- Work with warehouse, dispatch, embroidery, customer service, IT and other departments to ensure operational readiness.
- Provide clear updates on improvement requirements, project risks and implementation progress.
Reporting and Project Control
- Maintain an improvement action tracker covering key projects, owners and deadlines.
- Provide regular updates to the Head of Business Operations on progress, risks and blockers.
- Support weekly and monthly performance reviews.
- Ensure improvement projects have clear objectives, owners, timelines and measurable outcomes.
- Escalate delays or barriers where action is required from senior management.
Key Performance Measures
- Operational KPI reporting completed accurately and on time.
- Improvement projects delivered within agreed timescales.
- Reduction in manual workarounds and duplicated processes.
- Improvement in productivity, accuracy and service performance.
- OrderWise improvements identified, tracked and implemented.
- SOPs and process documents created, reviewed or improved.
- New business launches supported without major operational disruption.
- Improvement actions completed and embedded across departments.
Person Specification
Essential
- Experience in an operational, business improvement, performance or process improvement role.
- Strong understanding of operational processes and workflow improvement.
- Ability to analyse performance data and identify trends, risks and opportunities.
- Strong communication skills with the ability to work across multiple departments.
- Confident challenging existing processes and driving change.
- Strong organisational and project follow-up skills.
- Good working knowledge of reporting, KPIs and performance management.
- Ability to manage multiple priorities and work to deadlines.
Desirable
- Experience using OrderWise or a similar ERP system.
- Experience within warehouse, dispatch, eCommerce, production or manufacturing operations.
- Experience creating SOPs, process maps or improvement action plans.
- Experience supporting system changes, testing or operational projects.
- Knowledge of continuous improvement tools or lean working methods.
Skills and Competencies
- Analytical thinking
- Problem solving
- Process improvement
- Performance management
- Systems awareness
- Project coordination
- Communication and influencing
- Attention to detail
- Accountability
- Change management
Summary
The Business Improvement and Performance Manager will play a key role in strengthening operational performance, improving business processes and supporting system-led improvements across the organisation. The role is designed to support business growth, reduce operational inefficiencies and ensure that improvements are delivered in a structured and measurable way.
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