Job Overview
The Operations Manager will lead the Site Management teams (Security, Housekeeping, waste, pest, customer services delivery, etc.) and will need to be commercially aware and provide leadership, guidance, discipline, and structure to the soft service teams as appropriate. The role will be both internal and external facing. The Operations Manager will ensure that goals and plans are achieved through effective customer solutions, engagement and motivation of all personnel and operational efficiency. Accountability for the delivery of excellent customer service, together with the co-ordination of environmental, health and safety and man-management planning policies and procedures within area of responsibility. The Operations Manager will be responsible for operational management reports, forecasts, budgets, policies and future planning, changes or innovation in policy and future planning, procedures, and equipment.
Main Duties
1. Manage the Soft Services provision together with any other facilities management FM contractors or service providers that may be required to deliver services within the premises, ensuring services meet the requirements of the centre and its internal and external customers.
2. Maintain the highest standards of presentation, personal integrity and customer support
3. To maintain high standards of cleanliness for site. If concerns are raised for any areas these are to be raised to the client.
4. Customer Relationship Management, by developing deep and trusting relationships with colleagues, proactively gathering information on their needs and preferences to be able to provide highly personalised service in the moment whilst also predicting and anticipating future needs.
5. Identify problems and propose solutions to ensure the scheme maintains reputation for high standards and innovative ways of working.
6. Develop and maintain communication structures with suppliers and other service providers ensuring relevant service and delivery information is disseminated internally and externally in support of commercially aware and intelligent contract delivery.
7. Conduct regular reviews/audits of Management Information to determine trends and ensure the soft service delivery is operating efficiently in order to achieve the targets and goals of the shopping centre as outlined in the current business plan, ensuring opportunities for improvement and innovation are highlighted and reported.
8. Work in partnership with other service providers to ensure a safe working environment meeting all statutory, contractual obligations including centre sustainability requirements. Encourage the reporting of near misses through the Broadway Changing Attitudes towards Safety (CATS) portal.
9. Attend regular meetings with the client to ensure that they are fully updated at all times in all operational matters
10. Produce monthly operational reports detailing all incidents and occurrences. Use the report to analyse data and ensure resources are available as required and to advise retailers on actions that may be undertaken to prevent crime.
11. Sit on the board of City Centre Beat (CCB), the Bradford retail crime partnership
12. In the event of a reactive issue ensure that the right resources have been deployed as quickly as possible and assist in overseeing the issue until the matter is resolved. Assist in the deployment of additional resources as required. Ensure accurate communications with the client and end customers throughout the duration of the issue.
13. Act as the focal point of all key client issues – understand issues from a client perspective and works appropriately.
14. Ensuring that client satisfaction levels remain high.
15. Maintain the highest standards of presentation, personal integrity, hygiene and customer support.
16. Drive operational excellence by implementing best practices, quality standards, and efficient processes to enhance service delivery.
17. Manage budgets effectively, controlling costs and expenses related to soft services operations.
18. Establish effective working relationships with all staff and ensure they have a clear understanding of the performance levels required.
19. To provide leadership and support to the Security manager and Housekeeping manager so they can motivate and run effective teams.
20. Ensure all HR issues are managed effectively and promptly dealt with in accordance with relevant procedures.
Key Responsibilities
21. Establish targets, ensure KPIs and SLAs are met, ensure policies and procedures are up to date and being adhered to
22. The Operations Manager will need to manage the department heads in relation to ensuring jobs are completed that have been placed on the reactive document.
23. To liaise with department heads for planning the completion of objectives placed on the DM walk-around.
24. Build and maintain an efficient team, and ensure continued employee motivation is preserved through consultation, target setting and regular reviews.
25. Carry out a review of supply chain partners to meet service needs.
26. Undertake tours of the building to ensure best practices and report any faults and concerns at the earliest opportunity.
27. Seek opportunities to drive efficiency with an eye on technology and innovation within the workplace.
28. Liaison with client personnel and end users to ensure a high standard of service delivery.
29. Undertake periodic reviews of service delivery to identify areas of improvement and cost savings for the benefit of the business
30. To maintain a close working relationship with all service line management teams
What we are looking for
31. Experience of managing a Soft Services support team, including absence management and development of staff.
32. Experience in dealing with sub-contractors and supply chain.
33. Understanding of help desk/call centre processes and work flow.
34. Calm under pressure, commands respect, has the confidence of their colleagues and can communicate effectively at all levels.
35. Confident in making decisions and follow up their decisions with action, achieving objectives by motivating and working through others.
36. Able to view short-term targets in the light of longer-term objectives, work within agreed systems and procedures, and maintain accurate records
37. Continuously pursue high standards, embrace change, recognise improvement opportunities and learn from experience.
38. Champion change, highlighting the positive reasons for change by bringing innovation and ensure they become integrated solutions.
39. Understands and applies appropriate employee legislation, safety, health and environment regulations.
40. IT literate, demonstrable knowledge of operating computer aided facilities management software packages (i.e. Maximo).
41. Use of MS Office software suite.
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .