Operations Manager - Contract Cleaning

Main Purpose of the Job

This position requires an experienced Cleaning Operations Manager with a real passion for customer service and delivering a first class cleaning service to our customer base.

The incumbent will be expected to lead and manage a team of Area Managers to ensure service delivery to our varied customer base ensuring client satisfaction and retention as well as contract expansion. You will be expected to coach and develop the team to ensure that best in class processes are implemented resulting in customer retention, delivering additional revenue growth and achieving profit targets.

The successful candidate will also be expected to directly conduct field-based visits with the team meeting clients and generally leading by example.

The position requires someone with a passion for service delivery through managing their team and proven experience in delivering results.

• Lead and manage the team of Area Managers to ensure company targets are met in relation to service delivery, retention and growth.
• To Manage the operations department ensuring the team are providing an efficient and professional service and client satisfaction is high.
• To ensure professional client relations are developed and maintained.
• Training, coaching, mentoring and performance management of the team.
• Identification and recruitment of new talent into the team.
• To develop the team to ensure career progression and succession planning for all positions in the department.
• To proactively increase the range of products / services we supply to our clients maximising revenue streams.
• To ensure all legislative requirements, company policies and procedures are met and followed.
• Provide input to the Managing Director for inclusion in an ongoing business plan for the Company, consistent with the Company's primary objective pf continued profitable growth.
• To work closely with other departments, managing and closing potential sales to current clients, identifying opportunities to sell additional services to existing clients and following this through to a successful conclusion.
• Controlling operational costs and adhering to budgets to ensure EBIT targets are met.

• Experience of successfully leading a field operations team delivering consistent client satisfaction and retention.
• Ability to prioritise workload, team issues and delegate effectively.
• Ability to build a positive team dynamic, to try new innovative ideas, and able to challenge the status quo.
• Passionate and experienced in delivering operations, with the ability to build relationships and influence key stakeholders.
• Excellent knowledge of personal computers, Excel, PowerPoint and computerized packages is required.
• Excellent knowledge of management process, strategies and tactics to deliver best in class operation.
• Able to demonstrate a positive can-do attitude and work calmly under pressure, whilst delivering targets.
• Resilience and a can-do mentality, able to demonstrate a consistent ability to deal with barriers and obstacles to progress and display the determination and drive to achieve agreed goals.
• Self-sufficiency and independence, able to make things happen with pace and energy.
• Possess an all-round understanding of business awareness and knowledge of financial terms and the ability to compile a sound business case.
• Excellent communication skills, flexibility, ability to work to deadlines and the determination to see a job through to a satisfactory conclusion are essential for this role.

Works with a long-term perspective in mind when dealing with customers and takes a “big picture”, strategic and highly commercial view around product development.

Builds an informed and objective opinion on customer needs, problems, opportunities and possibilities for service beyond the immediate business concern, considering industry and economic trends and other critical forces.

Has the confidence to “hold the line” with powerful customers and to articulate the explicit value proposition that we provide.

Influences and shapes the customer decision makers to break new ground with innovative products and services that generate significant…