Job objectives and responsibilities

Main duties

• Ensure there is a Customer Relationship Map in place, identifying key stakeholders to support effective working relationships to enhance service delivery and mitigate risk and threat across the contracts.
• Monitor service delivery levels, and influencing, directing and working with Operations Managers to ensure the required standards of service are achieved and contracts are retained.
• Review through the Operations Managers their Porfolio KPI's, identifying areas of opportunity and/or risk, and working with Operations Manager to develop actions plans to address any areas of underperformance.
• Ensure contracts are mobilised, demobilised and remobilised to agreed timeframe and to the highest standards.

 Our People

Implement a People Strategy to include:-

• Recruitment Strategy for the region, ensuring that the region is operating with sufficient resource to deliver the core and adhoc requirements
• Succession Plan to support regional resilience.
• Development and Training Plan for the Operations and Site Managers, identifying mandatory training for each role and ensure compliance with group training requirements.
• National awards – nominate staff to recognise their contribution to the business and industry.
• MiVoice – ensure that the annual staff survey has participation rates in line with company expectations and that action plans are created and completed after.
• Staff Retention –Monitor labour turnover, absenteeism and performance standards to maximise employee retention

 Compliance and  Assurance

• Carry out monthly 1:1's with direct reports to review the the performance indicators across their portfolio and they are in line with the targets set.
• Maintain continual professional development by attending relevant networking events with organisations such as Security Institute and undertaking relevant Apprenticeships/Training.
• Review all critical operational incidents to identify any areas for improvement and ‘lessons learnt' to help improve and develop staff and processes.
• Ensure the Operations Managers/Site Managers have comprehensive knowledge of the Business Management System.
• Ensure that all staff comply with Statutory, Legislative and Company requirements.

Finance

• Take commercial accountability and responsibility across the region.
• Oversee cost control related to all client contracts, ensuring that resources are utilised efficiently and invoice queries are resolved quickly.
• Review all financial spend to ensure that contracts are operating at the anticipated margins
• To support the preparation of the annual budget for the forthcoming year and lead the was on annual inflationary/legislative increases.
• Be the custodian of the costing models across the region ensuring that Finance have access to the latest version
• Ensure that all WCNI and Debt is kept to a minimum and support the finance teams in the generation of billing and collection of monies due.

Continuous Improvement

• To look for opportunities for continuous improvement and deliver options that are mutually beneficial to the Clients and the Company.
• Continually review clients needs to identify additional opportunities for business.
• To be aware of business developments and opportunities within the Region, as well as the wider commercial environment including competitor activity.
• Ensure that the Company policies and procedures in relation to the Account and the workforce deployed to the Account are followed at all times.

Person Specification

• Previous experience of working in a fast-paced operational environment
• Previous experience of managing multi stakeholders
•  Previous experience of overseeing and leading operational teams
• Be able to work on own initiative and take personal responsibility and ownership for all actions
• Be able to demonstrate excellent people management experience including having a sound knowledge of HR processes
• Demonstrate great customer service skills to engage with a range of stakeholders
• Excellent verbal and written communication skills
• Demonstrate attention to detail
• Demonstrate effective leadership and team building skills
• A decisive and assertive decision maker who can interpret situations to proceed with a prioritised action plan that achieves the results required
• Excellent report writing, investigative and analytical skills with attention to detail
• Excellent organisation and time management skills
• Proven track record working towards KPI's and SLA's

Health and Safety responsibilities

• Follow Group and company policies and procedures at all times;
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
• Use all work equipment and personal PPE properly and in accordance with training received;
• Report any issues or training needs to your  Line manager and /or  via your divisional incident reporting system;

 Information Security

• Ensure compliance with the Client and Mitie's information security procedures in all activities;
• Proactively identify and report security risks to your manager;
• Report actual and suspected security incidents;

Note

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.