Salary From: £40,000
Position Type: Permanent
Contract Type: Full Time
Hours: 40 hours per week
Location: Mitie, Balmoral Hub, Balmoral Business Park, Aberdeen, Aberdeen, Scotland, AB12 3GY

We are looking for an experienced Senior Operations Manager - someone who will foster and develop effective relationships with clients, local stakeholders, employees and other Mitie colleagues, and act as an ambassador for your team by embracing the systems and processes. 

You will successfully deliver and profitably manage additional and existed planned and reactive work streams with accountability for ensuring that any requests are submitted within a timely manner, whilst ensuring that company health and safety policies are adhered to. 

You will be accountable for performance of your region and contract whilst driving cost savings and increasing growth and creating a professional working culture between all stakeholders, sharing best practice, 

The ideal candidate will be able to demonstrate knowledge and understanding of Health, Safety, Environment and Quality systems and have a background in people management, as they will lead by example. Communication and a strong customer focus will also be vital to the role, as you will be present as a representative in both internal and external meetings. 

Job Overview

Building Effective Teams

• 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, measured feedback, training and development.

Drive for Results

• To ensure that Mitie works proactively, efficiently and effectively in line with all Customer SLA and KPI's

Leadership Behaviours

• To line manage an operational team including Operations Managers, Service Support Managers, Site 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
• Using technology to lower our cost of service and improve margins
• Staying abreast of technology, equipment, ways of working
• Embrace new systems and processes introduced by Mitie, acting as a an ambassador to your team for these

Influencing and building effective relationships

• 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

Decision Making

• To ensure the Companies Quality, Health & Safety policies are adhered to in line with the QH&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.

Main Duties

• Lead and maintain customer satisfaction, ensuring no portfolio losses due to service issues and all SLA's and KPI's are met
• Create account development plans and Technology roadmaps to grow your portfolio
• Deliver Annual Operating Plan and OGSP as set out by Regional Director
• Monitor and review expenditure on all contracts using dashboards, reports and your own measurement tool
• Annual price reviews in line with company policy – ensure that contracts are held centrally and easily accessibleEnsure client invoicing and payroll is correct and processed in a timely manner
• Assist with the presentation of new sales and preparation of new business strategies and presentations
• In conjunction with HR, ensure employee issues are dealt with according to company policy
• Support managers with HR issues in accordance with Mitie policy and procedures.
• Ensure the full employee lifecyle of recruitment, induction, appraisal, development, sucession planning is carried out regularly and in accordance with Mitie policies and procedures.
• Create a professional working culture between employees, contractors and clients, sharing best practice and collaboration
• Coach and develop your team in all aspects of their role
• Supporting the sales and retention process
• 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
• To undertake additional duties in line with capabilities as required
• Any other reasonable management request

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
• Leads by example in all role activities
• Good Commercial Acumen, with high level of skills in Microsoft Office and all internal Management tools
• Good leadership and management skills
• Good communication skills
• Be an advocate of new systems, processes and ways of working embracing them and ensuring your team embrace them too
• Excellent customer focus