Job and Competency Profile
Job Title: / Director of OperationsDepartment / Operations
Reporting to: / Director General NMRN (DG)
Location: / Royal Marines Museum
Date: / June 2014
NMRN Vision, Goal and Mission
Vision: to become the world’s most respected Naval Museum, underpinned by a spirit of enterprise and adventure.
Goal: to promote public understanding of the Royal Navy and its constituent branches, past, present and future.
Mission: to be a beacon of excellence in enabling people to learn, enjoy and engage with the story of the Royal Navy and understand its impact in shaping the modern world.
Job PurposeProvide strategic direction for, and overall management and leadership of the Operations Directorate, to include: Visitor Services, Commercial Services (including Retail, Catering, Corporate and Events), Facilities Management (including Security and Health & Safety) and Operations across all NMRN sites.
Ensure the Operations Directorate functions professionally, accountably and effectively, while at the same time providing the Museums with the operational capacity to deliver unique and high levels of visitor experience and satisfaction, in support of the overarching NMRN vision, strategy and corporate plan.
As a member of the Executive group to contribute to the wider strategic management and development of NMRN business.
Areas of Responsibility
Strategic:· Implement the NMRN strategy and deliver objectives on time and within budget.
· Responsible for the integrated development of operations across the NMRN sites, developing and managing first class Visitor, Commercial and Facilities services, which reflects the atmosphere, ethos and quality of NMRN.
Leadership and Management:
· Provide management and leadership of approximately 180 staff, through eight direct reports, including recruitment, training and professional development, appraisals, absence, conduct and performance management.
· Identifying and developing talent within the Directorate to ensure that the experience, knowledge and overall resource level meets the NMRN objectives.
Financial:
· Managing an annual expenditure budget of £4 million and income budget of £4.5 million.
· Preparing, managing and monitoring budgets for the Directorate in support of the Corporate Plan.
· Maintaining an appropriate and cost effective operating model, ensuring value for money in delivery.
· Develop opportunities and procedures across all NMRN sites to maximise income generation streams, whilst at the same time ensuring a co-ordinated approach.
Retail, Corporate and Events:
· Oversee a range of client based corporate activities (including commercial events) to raise the profile of NMRN and generate significant additional income.
· Monitor performance against agreed objectives, targets and budgets, reporting progress and taking action where necessary to identify and correct potential problems.
· Ensure all commercial activities are operated to achieve maximum profit potential.
· Ensure the continued operation of NMRN waterbus across Portsmouth Harbour.
Facilities, Maintenance and Security:
· Develop a sustainable programme of buildings and real estate renewal and maintenance to ensure consideration is given to environmental impacts and local obligations.
· Maintain all NMRN buildings to ensure they are in a good state of repair.
· Ensuring Health & Safety standards and practice are developed and maintained, complying with legal requirements and keeping up to date with developments.
· Provide a safe environment for the protection of staff and visitors across all NMRN sites.
Key Performance Indicators
· Income generation and maximization across all areas of responsibility (Visitor Services, Commercial Services, Corporate and Events)· Net profit margins in retail operation
· Spend per head (ticket and retail)
· Visitor satisfaction/surveys (compliments and complaints)
· Staff performance and satisfaction
Internal/External Relationships
Internal:· Advise DGNMRN, Executive Group (senior management), Functional Directors group, NMRN Board and Committees, Subsidiary Boards and Committees, Trustees.
· Staff all in directorates across NMRN.
External:
· Represent NMRN at regional and national level in Visitor Services, Commercial Services and Facilities.
· Interface with PHD.
· Interface with the Royal Navy.
Authority
· Line authority over directorate staff including recruitment and dismissal, where appropriate· Member of the Executive Group
· Accountability of Operations Directorate budget approved by the Executive Group
Job Related Qualifications
Subject / Mandatory / Highly desirableGeneral Education / · Degree or equivalent level of qualification in a relevant subject / · Tourism or heritage related degree
· Retail management qualification
Job Related Knowledge and Skills (1 is beginner level, 5 is expert level)
Subject / Mandatory / Highly desirableKnowledge / · Health & Safety standards
· Visitor Services
· Building Maintenance
· Retail and Corporate Services
· Customer Care Principles / · Understanding and interest in the place of the Royal Navy in national history.
Personal skills / · Ability to lead, develop, retain and manage a diverse team of professionals with energy, drive and initiative, to push self and others to achieve.
· Models entrepreneurialism and personal and professional accountability with strong analytical, problem solving and decision making skills
· Relationship management, builds and maintains positive relationships with people at all levels
· Excellent communication skills: clear, effective, persuasive in both spoken and written communication
· Ability to plan, organise and delegate work effectively to reflect priorities, short, mid and longer term
· Comfortable working within an environment of shifting priorities and evolving job responsibilities
Job Related Experience
Subject / Mandatory / Highly desirableExperience / · Previous experience of working at a strategic and operational level, including experience of leading, managing and developing staff within a similar size visitor attraction.
· Successful management of commercial and facilities operations.
· Experience of developing and managing a Budget of similar size and experience of income generation.
· Management of multiple sites. / Organising and managing large scale public events.
Organising and managing major corporate functions.
Job Related Behaviours – Mark 12 of the most important competencies with an X
Active Listening / Innovation
Assertiveness / Judgment
Building Relationships / X / Leadership / X
Coaching & Development / X / Managing Change / X
Communication / X / Negotiation
Creativity / Persuasiveness
Customer Focus and/or Care / X / Planning and Organising
Data Facility / Problem Solving / X
Decisiveness / X / Sensitivity
Detail Handling / Stress Tolerance / X
Driving for Quality / X / Team working
Influencing / X / Tenacity
Initiating Action / X / Time Management
These are a guide to the contents of the job and the skills and experience required. It is inevitable that the job content may change over time, and post holders are normally consulted about any significant changes. This information may be periodically reviewed, revised and updated to reflect appropriate changes.
I have read and fully understand the above Job Profile
Agreed by …………………….….………………….. Date:……………………..……….. (Employee)
Approved by:………………………………………… Date:………………………………. (Line Manager)
National Museum of the Royal Navy | Reg Charity No 1126283