Operations Manager - Cleaning

Location:

Midlands (regional travel required)

Hours:

40 hours per week Working Pattern:
Monday to Friday, 9:00am - 5:00pm (flexibility required to meet business needs) Benefits:
Salary of £36K to £40K (depending on experience), Company Vehicle provided (business and personal use) & laptop.

At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We're looking for a Operations Manager to support our retail contracts across Boots, Decathlon, Lloyds Banking Group, Nationwide Building Society, Reed and Superdrug, ensuring exceptional service delivery across the Midlands region.

This is an excellent opportunity for an experienced cleaning or soft services manager who is passionate about leadership, customer service and operational excellence. You'll play a key role in ensuring service standards are consistently achieved while building strong client relationships and driving continuous improvement.

• -Being the Front-line Management's key point of contact and ensuring the cleaning operations team strives for and exceeds expectations on service excellence through first class management, leadership, customer focus and measured feedback, training and development

• -To ensure that Mitie reacts efficiently and effectively in line with SLA and KPI's

• -To line manage an operational team including 8 x Service Support Managers and subcontractors in delivery of the above
• -To drive a culture of high-quality customer excellence including:
• -Leading by example
• -Smart and professional in appearance and manner
• -Client focused - seeking to resolve client problems through Mitie solutions
• -Thinking tactically and strategically about customer service delivery, not solely task focused
• -Driving a ‘fix it first time' culture
• -Embrace new systems and processes introduced by Mitie, acting as an ambassador to your team for these

• -Foster and develop effective relationships with clients, local stakeholders, employees and other Mitie colleagues
• -Co-ordinate direct and sub-contract labour for optimum performance and to meet contractual requirements and obligations, with optimum cost to serve

• -To ensure the Company Health & Safety policy is adhered to in line with the H&S Policy and requirements of the management system, including monitoring and review
• -To successfully deliver and profitably manage additional and existing planned and reactive work streams. With accountability for ensuring that billing requests are submitted in a timely manner
• -To assist with the development of the Mitie- client offering

• -Leading a team of High Street SSM's & manage own business portfolio
• -Develop annual account plans to reduce overspends and maximise profitability on fixed price contracts
• -Carry out finance mid month reviews with finance BP to understand and track any actions based on YTD performance
• -Attend regular meetings with clients as required including escalated issues from SSM
• -Provide weekly updates on audits and missed cleans to key high street FM's and RFM's
• -Report on Weekly missed clean stats to show improvements and challenges
• -Build relationships with key account leads for NBS, LBG and Superdrug
• -Track completion and compliance on any PPM works
• -Review pay vs hours and travel time compliance to ensure optimum efficiency
• -Solve operational problems through identifying route cause and putting in place permanent solutions
• -Work with team to manage mobile resource in line with specific national account targets
• -Ensure compliance to visits and audits for team, calling on resource as appropriate to cover any absence
• -Promot…