Message from
Ricky McAulay
Delivering for the future
Update on COM Structure and Team Size
24 March 2022
Dear Simon
Since we first announced the Delivering for the Future proposal, we've said we are on a journey to create
smaller, more engaged teams without layers of management and where each team manager is accountable.
The 'smaller is better' principle is based on an overall restructuring of how our frontline teams should be
managed and how decisions should be made at a local level.
Currently we have hundreds of delivery managers with no real line responsibility for posties and hundreds of
others who have no scorecard accountability.
The extra layers and lack of measurability doesn't help us in our
efforts to equalise performance and build customer and colleague trust.
We know that in places where we have one manager who is consistently responsible for one team, we can
perform better.
Understandably, there have been a lot of questions about how we can have smaller teams with a reduction in
managers. It is important to recognise that a lot of the role reduction has come from the cover manager structure
and therefore does not impact frontline ratios.
At the moment we have an average ratio of one Delivery Line Manager to 38 people who they manage on a daily
basis. In the new structure we will have an overall average of one Customer Operations Manager to 32 people
each day.
The size of each team can and will vary and also needs to take into account naturally occurring
postcode clusters.
Some will have less, some will have more but if you look at the whole picture, 85% of our delivery COMs will
manage a daily team of between 20-40, with the maximum being 44.
We have looked at trying to reduce the ratios for the outlying teams in order to make it more even - the ones of
more than 40 and the ones of less than 20. However, managing split postcode areas becomes a far more
complex exercise than managing a slightly larger or smaller than average team. But the journey to reduce the
outliers will continue.
Overall, there will be significantly more delivery managers with direct team and scorecard responsibilities rather
than managers who only manage other managers.
This results in 1950 delivery teams across the country, with a reduction in the average ratio between manager
and frontline.