Role: Operations Director
Salary: Salary negotiable including car allowance, pension, 20 days holiday plus bank holidays, employee wellbeing assistance and medical insurance
Job Status: Permanent/Full-Time
Location: London and South East - based in Kent
Vacancy Reference: VR/04599
 

Role Description:
Our client, a well-established business within the cleaning sector, is looking to appoint an Operations Director to join their team. As Operations Director, you will be leading all aspects of cleaning and support service delivery and will be responsible for safe operation, customer engagement, contract management and service delivery. The ideal Operations Director will have experience in a similar role or environment and will be able to demonstrate a strong track record in operational performance and retention, therefore ensuring organic growth.
 

Responsibilities:

• Create and enhance the processes and procedures which consistently deliver safe and clean environments across a number of sectors and sites
• Speak with authority about current and emerging technologies, always keeping one step ahead of competitors / market trends
• Liaise with the Managing Director and Director Team on all strategic actions to be made
• Principal role in bids, contract renewal and retention
• The role has direct line management responsibility over London, Kent and SE Home Counties
• Work with the senior management team and contribute to the development, implementation and embedding of organisational strategies, policies and procedures
• Develop operational teams to deliver exceptional service and enhanced margin
• Be responsible for embedding positive health, wellbeing and zero harm safety standards and compliance across the business in line with company policies
• Demonstrate effective and efficient decision making, maintaining required business pace
• Take ownership for CRM, liaising with the Managing Director
• P&L and commercial performance responsibility
• Overall responsibility for Quality Standards and Quality of Services for all operational contracts
• Lead customer experience through various service desk initiatives
• Be accountable for the development and management of all business processes including CMS
• Train and develop all operational staff with support from HR and training colleagues
• Train and develop Senior Operational Management Team
• Be accountable for continuous improvement through the identification of commercial and service delivery innovations
• Bid new contracts and attend presentations
• Project Management
• Be responsible for the recruitment of all frontline and management with HR support
• Drive, support and promote company standards and processes in all aspects of your role
• Represent the company in all customer and service delivery matters
• Ensure effective customer relationship management through the working relationship between the company and customers
• Ensure SLAs are managed and KPIs are achieved
• Provide regular reports and attend ad hoc meetings ensuring service delivery satisfaction
• Build and develop a network supporting business and people development
• Promote QHSE matters in line with company procedures, supporting good habits, safety of work and wellbeing
• Manage and develop management and operational delivery teams and individuals to maximise competence and adherence
• Ensure inductions for all staff 
• Demonstrate understanding of a diverse workforce
• Take responsibility for all Health and Safety operational processes
• Deliver effective reporting through data analysis and insights
• Be responsible for quotations for clients, ensuring work is scheduled and completed within the given timeframe, and invoiced accordingly
• Ensure all staff abide by site and company rules and standards and be prepared to deal with issues in an efficient and effective way

Requirements:

• You will be able to demonstrate a strong track record of transforming process and procedure into meaningful work instructions
• Capacity for personal development is essential, allowing yourself to grow within the business
• Relevant sector/industry experience
• Experience managing large, complex high-value contracts
• Must have experience in managing large teams, monitoring performance, progress and development
• Experience in managing teams in various geographical locations
• Demonstrate an understanding of the organisation, structure and soft service operations at all levels
• Demonstrate key attributes in managing large scale revenues, preferably on a national basis
• Must have the ability to operate safely and understand the reasons for doing so
• Customer relationship management
• Must have excellent commercial skills and be able to demonstrate them
• Technically savvy
• Must possess strong leadership skills, having the confidence to collaborate and influence peers
• Demonstrate high emotional intelligence
• Experience in managing central resources in pursuit of margin enhancement