Job Title: Operations Manager

Salary: From £40,000 per annum depending on experience, with company car. 

Contract Type: Permanent 

Type of Employment: Full Time 

Location: Hybrid based in West Yorkshire, with contracts covering Leeds, Bradford, Manchester and Derbyshire

Job Objectives and responsibilities 

• Directly oversee the management of strategic key accounts within the portfolio, including retail and commercial cleaning contracts.
• Monitor the activities of the teams across all accounts to ensure they are achieving the strategic objectives set by the Head of Operations and ensure service is delivered in line with contractual SLA's and KPI's for all service lines.
• Maximise and develop revenue opportunities across the portfolio whilst increasing profitability of each account.
• Lead, develop and motivate a team of Contract Managers to deliver the exceptional every day.
• Embody the values of the LiveSafe programme ensuring direct reports complete all mandatory training and the team promotes a safe and healthy work environment.
• Attend monthly client meetings and develop professional associations with all key client stakeholders to maximise client satisfaction.  

Main Duties 

• Encourage, create and develop effective strategic relationships with key customers and their representatives, attending weekly conference calls, monthly meetings and quarterly contract reviews.
• Guide the understanding of the Contract Managers regarding the obligations and boundaries within the contractual agreement.
• Develop account plans to reduce overspend and maximise profitability on fixed price contracts.
• Carry out finance mid-month reviews with finance business partner to understand financial performance of accounts to forecast and budget and track any actions required to remedy based on in month and year to date performance.
• Deliver P&L according to targets set annually.
• Ensure payroll is correct and processed in a timely manner in line with the labour budgets set with the cost model.
• Track all budget streams versus spend and implement corrective actions as required via management team.
• Ensure additional once off work outside of specification and/or scope is documented with the client, actioned and costs recovered.
• Ensure cost control documents are kept up to date with variations to contract.
• Update billing with contract variations to ensure revenue is maximised and costs recovered.
• Resolve operational problems through identifying route cause and putting in place permanent solutions.
• Ensure compliance to Q-Audit completion for all contracts by the team on a monthly and quarterly basis as defined by the contract.
• Review Q-Audit failed audit scores, with performance improvement plan to resolution.
• Review and track plant equipment, maintenance, and compliance for client.
• Hold regular meetings as required to engage, motivate and managed your team, developing and communicating the strategy, ensuring it is aligned with the wider cleaning business strategy.
• Ensure that escalated customer complaints have appropriate action plans in place, which are monitored and effectively closed down swiftly.
• Support team with creation and implementation of Client Management Information reporting packs, which are delivered as part of monthly contract review meetings.
• Strive for continuous improvement by means of innovations new market through creation of an account technology roadmap, supported by Mitie CHCE.
• Deal with escalated HR issues from Contract Managers and support and guide through HR activity.
• Ensure all team members and their respective teams completed all mandatory training courses on the Learning Hub.
• In conjunction with HR ensure employee issues are dealt with according to company policy
• Attend internal and external meetings as required.
• Ensure the full life cycle of recruitment, induction, appraisal, development, succession planning is carried out regularly and in accordance with Mitie's policies and procedures.
• Create a professional working culture between employees, contractors and clients and share best practice.
• Comply with all Mitie policies and procedures
• Comply with all Mitie Health and Safety policies and procedures ensuring work is carried out in a safe manner.
• Share industry news and best practice with the client, including Mitie Group developments and initiatives.
• Review cost saving initiatives to work in partnership with the client
• Review social value opportunities to support Mitie and clients in the community.
• Engage with the client on plan zero commitments and how Mitie can support.
• Adapt to change and new technologies available to enhance and develop our contracts including Merlin and other software platforms.
• Brand ambassador for Mitie promoting employee benefits and enhancing engagement, supported through Mitie Star reward scheme.
• Achieve customer satisfaction demonstrated through NPS survey engagement and results.
• Manage own time effectively to complete all given duties within role.

Person Specification 

• Can demonstrate knowledge and understanding of Health, Safety, Environment and Quality systems and the management of safe systems of work associated with the role and work environment.
• Able to represent Mitie effectively at both internal and external meetings
• Can demonstrate where they have lead by example in all role activities
• Excellent ability to problem solve and find robust solutions
• Able to command respect of team and customers by been confident and considered in actions and behaviours
• Good leadership and management skills
• Able to multitask and good with logistical solutions
• Excellent report presentation skills including competent use of word and powerpoint to a high standard.
• Strong financial acumen and basic to intermediate ability with excel.