Job Overview:

Support the Associate Director in Leading a team, to deliver a “First Class” service across the portfolio. The role of Senior Operations Manager is new to the business, it is one which we believe to be of great importance in supporting our growth whilst maintaining excellent service levels and client relationships. The successful person will report directly to the Associate Director responsible for a portfolio of £15M.

Main duties and responsibilities

• Your key responsibility will be to support account management teams to deliver a “First Class” cleaning service
• To support, encourage, engage and develop the people, deployed within the portfolio and the wider business
• Ensure Client and Employee Experience is at the heart of everything we do
• To develop and maintain a professional and proactive business relationships with the key stakeholders within the Principle team and the client team
• Hold weekly team meetings with direct reports ensuring the policies and procedures are followed and requirements / expectations are fully communicated at all levels
• To assist in the recruitment and discipline of employees, to include but not limited to appraisals, interviews, training and HR relevant documentation
• Review best practice and present new ideas to keep ahead of the cleaning industry
• Attend meetings and arranged training as required in order to accommodate the role
• Support Account Management Teams in preparing management information, including but not restricted to Budgets, Forecasts / KPI’s / SLA’s monthly reports
• Support account teams with hosting of monthly client meeting
• Ensuring all contractor activities comply with current Health and Safety legislation inclusive of their Risk Assessments and Safe Systems of Work
• Oversee the operational delivery of other staff as required and ensure the on-site team has the correct skill set to perform their role unsupported and to the highest standard
• Monitor and coordinate the supply chain partners
• Carry out audits ensuring KPI’s are met and exceeded
• Ensure consistent and high-level service delivery across the portfolio
• Identify areas of improvement in the delivery of the services and processes and implement change as required
• Ensure HSE guidelines and regulations are followed at all times
• Monitor record and investigate accidents and near hits
• Provide cover and support to other Managers and Senior Managers from Site and departments
• Take part in the ‘call out’ rota and attend emergency call outs if required
• Promote Health and Safety Champions from portfolio, encouraging a HSE culture for the team and Clients
• Deal with reactive situations and the development of an agile workforce
• Ensure all tasks raised are monitored to conclusion from the relevant service team
• Keep requestors updated on progress where deemed necessary based on SLA and Priority of work request
• Ensure Operational statutory compliance and completion of PPM works across portfolio
• Undertake any additional tasks as instructed by the line manager or above
• Support the ethos and concept

Responsibilities

Qualifications and experience:

• Graduate calibre (or appropriate time served track record)
• Professional qualifications

Essential Skills / Ability

• Proven ability to motivate, inspire and develop a team of people
• Ability to interface across all levels of the organisation
• Ability to negotiate and influence across client and supplier organisations
• Computer literate
• Excellent written and verbal communication
• Ability to build and maintain relationships
• Excellent time management and organisational skills
• Ability to react quickly and decisively when faced with a problem or issue
• Ability to work under pressure and to tight deadlines
• Commercial and financial awareness in a client environment
• Understand customer and client values and align own etiquette
• Strong customer and client focus – must have experience in customer facing Facilities Management environment
• Supplier management – must have experience of managing suppliers in a similar type of environment
• Evidence of managing performance and identifying improvements through the use of management data
• Team Player
• Communication – good level written, oral communications skills
• An influential communicator, with the ability to deliver clear and concise messages and identify mutually agreeable solutions
• Proven track record of achievement
• Demonstrates experience of coordinating and managing soft services and full awareness of Health and Safety issues
• Able to work out of hours to support service delivery needs as necessary
• Focus on the success of the business
• Flexible attitude towards working relationships and practices
• People person – Team player
• Open communication and transparency when liaising with our customers, clients and each other
• Open to listening, understanding and implementing new ideas, concepts and practises