Operations Director in Cleaning Clean - Ol · Manchester

THE COMPANY Our client is a multi-award-winning commercial cleaning & facilities management company, with an expert focus on high-end commercial clients, from luxury retail to education, corporate offices, and even royalty. Having started as a family business over 20 years ago, it now employs over 1,400 people and has over 600 sites across the UK, from Scotland to Southampton Our clients reputation is based on a strong emphasis on sustainability, fair pay (Real Living Wage), care for its people, and innovation.PRIMARY PURPOSE OF THE POSITION To oversee all designated London client accounts effectively with a particular emphasis on improvement and organic growth, together with the development of a proactive culture within the organization. To actively support and encourage the achievement of specified Regional and Area company objectives following established standards, policies, and procedures. Ensure that goals and plans are achieved through highly effective management and motivation of all personnel. Overall responsibility for the delivery of customer service delivery to all London Clients together with the coordination of environmental, health, and safety and management planning, policies, and procedures within the area of responsibility.REPORTING Reporting directly to the COO (Chief Operating Officer) Member of the senior leadership team (made up of IT, Marketing, Sales, 4x Ops Directors, HR, FD, COO, CEO)Your direct reports: Specialist Services Manager x1 Operations Support Manager x1 Your indirect reports: Area Supervisors x7 (London) Assistant Area Supervisors x7 (London) Area Supervisors x2 (Manchester) Assistant Area Supervisors x1 (Manchester) Scotland – subcontractor Midlands – subcontractor Bristol – subcontractorMAIN DUTIES OF THE POSITIONNew Contracts • Provide direct input into the tendering/re-tendering process. Work with Business Development team to coordinate walk rounds, site visits, presentations, tender, pricing etc. • On the award, liaise with and brief the client. Maintain continual communication with clients. • Monitor the progress of each contract and keep the client informed. • Organise Contract mobilisation as appropriate. • Ensure the client is fully briefed on the management team and support structure. • Within the limits of authority prescribed, organize and oversee the purchase of all equipment, uniforms, and materials and ensure they are in line with the costed analysis. • Ensure all systems and structures are in place by the start-up. • Provide clarity on the potential to increase and grow the services offered to the client.Finance • Oversee the budget preparation for the Contracts under his/her control. Develop and grow the business by actively encouraging a proactive business development attitude with all levels of employees. • Ensure that the budget is adhered to and all levels of expenditure are within the set targets • Ensure that Contracts have sufficient resources. • Strive to place the Company as the client’s preferred supplier.
• Maintain responsibility for the profitability of contracts under their control.Personnel & Systems • Appoint operational management staff and oversee the appointment of Area Managers and Support teams. Be responsible for recommendations regarding recruitment, promotion, training/development, and HR / disciplinary issues. • Be responsible for and maintain the motivation, discipline, safety, and general welfare of all contract management staff. • Promote sound employment relations both internally and externally. • Hold regular meetings of management staff and ensure that meetings of personnel are held on client contracts thereby building and encouraging teamwork at all levels and encouraging the flow of communications in both directions. • Plan, schedule and attend management and other meetings as requested. • Assess the potential of management staff and develop/coach following the requirements of their position and the future needs of the Company. • Oversee the training of management staff. Implement training plans and development actions to maximize the potential of people resources. • Provide accurate updates to ensure the effectiveness and accuracy of the Cleanology CRM system • Ensure strict compliance with statutory and Company practices and procedures about the Quality & Environment Systems - ISO 9001 and ISO 14001. • Be aware of changes and developments in technology, legislation, working practices, and products appertaining to the Company and the business. • Adhere to the Company’s Equality & Diversity Policy. • Prepare reports and statistics as requested. Demonstrate the ability to analyse data streams to maximize information and enhance service levels.Client Relations • Develop and maintain relationships with the client’s key executives. Strive to continually improve the perception of the Company by its clients. Develop an understanding of the client’s activities and requirements to develop new business opportunity potential. • Monitor competitor activity and ensure that any necessary action is taken to counter threats to the customer base. • Ensure that, at all times, the image of the Contracts reflects the professional image of the Company. Business Development • Project manage the development and implementation of new business with existing and new clients, including an invitation to tender, specification development, negotiation of contract, and mobilisation of a new contract. • Achieve yearly sales growth objectives via the development and implementation of opportunities with new and existing customers.Other • Oversee Area Operational Managers (AOM) within their direct structure and remit. • Ensure each AOM is delivering client satisfaction that meets the expectations of both client and company. • Monitoring AOM’s performance – knowing all sites under their relevant area, being aware of all budgets, being aware of area breakdown, number of cleaners. • Troubleshooting, working with or without AOM. • Site visits, and inspections with or without AOM. • Monthly meetings, open door policy. • Introduction and welcome calls to clients on spec.
• Support the Company’s long-term objectives and make appropriate contributions to
corporate decision-making. • Ensure all activities are carried out by all statutory requirements and corporate policies including, but not limited to, Health and Safety, Quality Assurance, and Employment Legislation. • Ensure full understanding of any changes and developments in legislation and working practices that may affect the company’s operations and/or present new opportunities. • Maintain the highest standards of presentation, personal integrity, and client support
• Undertake any reasonable duties/projects etc. as requested by the COO.COMPLEXITY OF THE POSITION • The job holder must be self-motivated. • He/she must be able to use his/her initiative and be capable of a high degree of independent action. • The role requires a balance of Senior strategic vision – matched to the ability to remain steadfast, resilient, and unwavered during high periods of reactive activity. • The job is creative and requires a wide vision, new ideas, and the ability to see them through to find solutions. • The job holder must be proactive and also can react quickly to a difficult situation. • He/she must be highly organized and be able to manage his/her time effectively. • Must be able to communicate with people at all levels, be approachable, and be a good listener. • The job holder should ensure that he/she understands all functions and roles of others relevant to his/her job. • The job holder must present a professional image at all times. KNOWLEDGE Education: A level standard English and Maths. Preferably holding HND/Degree in Business Studies or other relevant qualification.
Experience: Extensive experience in managing management-grade staff. Experience in Client liaison and negotiation at the Board Level. Experience in growing the business through organic growth and new businessOTHER INFORMATION • The ideal candidate will have a background ideally within a client-focused property services or facilities management organization.
• Superior interpersonal communication skills are essential. • Experience interacting with all levels of people and a willingness to be involved in community activity are also prerequisites. • The flexibility and willingness to work rotational evenings, weekends, and some bank holiday periods is also a must. • Proven attention to detail and commitment to excellence in service standards is essential • Experience in financial forecasting, budgeting, and analysis is required. COMPANY BENEFITS • Work-from-home Friday (after probation) • Private health/ dental care option • Annual bonus scheme • Central London located premium office with shower and cycling facilities • Enhanced maternity/paternity pay • Subsidised gym membership • Free fruit, snacks & drinks in the office
• Genuine career opportunities and ‘promote from within’ culture • Continuous training and personal development program • Employee of the Quarter plus annual Awards
• Regular company-funded social events throughout the year • Cake & bubbles for all HQ birthdays • Annual away weekend for HQ team to Europe • 3 fully paid sick days • 25 days annual holiday leave
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