Main Purpose of the Job:
This position requires an experienced Cleaning Operations Manager with a real passion for customer service and delivering a fist class cleaning service to our customer base
The incumbent will be expected to lead and manage a team of Area Managers to ensure service delivery to our varied customer base ensuring client satisfaction and retention as well as contract expansion. You will be expected to coach and develop the team to ensure that best in class processes are implemented resulting in customer retention, delivering additional revenue growth and achieving profit targets
The successful candidate will also be expected to directly conduct field-based visits with the team meeting clients and generally leading by example.
The position requires someone with a passion for service delivery through managing their team and proven experience in delivering results.
Main Duties: The main duties of this role are, but is not limited to:
Lead and manage the team of Area Managers to ensure company targets are met in relation to service delivery, retention and growth.
To Manage the operations department ensuring the team are providing an efficient and professional service and client satisfaction is high.
To ensure professional client relations are developed and maintained.
Training, coaching, mentoring and performance management of the team
Identification and recruitment of new talent into the team.
To develop the team to ensure career progression and succession planning for all positions in the department.
To proactively increase the range of products / services we supply to our clients maximising revenue streams.
To ensure all legislative requirements, company policies and procedures are met and followed.
Provide input to the Managing Director for inclusion in an ongoing business plan for the Company, consistent with the Company’s primary objective pf continued profitable growth.
To work closely with other departments, managing and closing potential sales to current clients, identifying opportunities to sell additional services to existing clients and following this through to a successful conclusion.
Controlling operational costs and adhering to budgets to ensure EBIT targets are met.
Expertise Required:
Experience of successfully leading a field operations team delivering consistent client satisfaction and retention.
Ability to prioritise workload, team issues and delegate effectively.
Ability to build a positive team dynamic, to try new innovative ideas, and able to challenge the status quo.
Passionate and experienced in delivering operations, with the ability to build relationships and influence key stakeholders
Excellent knowledge of personal computers, Excel, PowerPoint and computerized packages is required.
Excellent knowledge of management process, strategies and tactics to deliver best in class operation.
Able to demonstrate a positive can-do attitude and work calmly under pressure, whilst delivering targets.
Resilience and a can-do mentality, able to demonstrate a consistent ability to deal with barriers and obstacles to progress and display the determination and drive to achieve agreed goals.
Self-sufficiency and independence, able to make things happen with pace and energy
Possess an all-round understanding of business awareness and knowledge of financial terms and the ability to compile a sound business case.
Excellent communication skills, flexibility, ability to work to deadlines and the determination to see a job through to a satisfactory conclusion are essential for this role
Key Competencies:
Customer Driven:
Works with a long-term perspective in mind when dealing with customers and takes a “big picture”, strategic and highly commercial view around product development
Builds an informed and objective opinion on customer needs, problems, opportunities and possibilities for service beyond the immediate business concern, considering industry and economic trends and other critical forces
Has the confidence to “hold the line” with powerful customers and to articulate the explicit value proposition that we provide
Influences and shapes the customer decision makers to break new ground with innovative products and services that generate significant value to them and company
Think Strategically:
Champions the ‘big picture’ clearly to others in the company
Identifies the critical business drivers in conflicting trends and/or data
Creates new ways to carry out the strategic direction as it relates to own area of the business
Lead Courageously:
Is excited by challenge, even if out of comfort zone, and draws on own expertise and experience
Is vocal when in disagreement with management or clients and states views confidently and clearly in a constructive manner
Confidently takes on challenging opportunities that offer potential for real improvement
Drive Innovation:
Thinks laterally to identify opportunities to enable innovation; comes up with innovative ideas and stimulates others to do the same
Applies customer insights to create new local and global market opportunities for the business
Analyses relationships between several parts of a problem or situation and thinks ahead to the next several steps in detail
Varies actions to match or anticipate the market or customer situation and pro-actively makes improvements work methods in order to accomplish a plan
Deliver Results:
Pro-actively manages resources, choosing priorities and setting goals for the business in response to change
Demonstrates resourcefulness to get more out of less (e.g. people, processes, investment, time)
Is focused and dedicates efforts and resource to get maximum benefit
Has determination and will to exceed expectations and overcome all obstacles
Can Do- Will Do:
Comes back even stronger after personal criticism or setbacks
Remains motivated and determined to deliver, despite being faced with ongoing uncertainty
Acts with realistic optimism; maintains focus on addressing issues
Empowers others to achieve and deliver goals even through adversity
Business Driven:
Understands and interprets financial and other data (e.g. market, data payback periods etc.) to prepare submissions and justifications for significant expenditure
Demonstrates full awareness of implications of proposals on the business as a whole
Spots and takes opportunities to increase revenue, reduce costs
Lead with Integrity
Acts on their values even when it is not easy to do so
Willing to admit to having made a mistake to ensure lessons are learned
Honestly expresses views even when there may be personal consequences
Puts the Company first
Stands up for company values – has the courage of their convictions
Develop our People:
Provides examples and data-based feedback to define development needs and to create a development plan
Ensure team members have personal development plans including appropriate training and development courses and resources, projects and assignments etc.
Ensures individual personal development plans are actioned and followed up, on a regular basis
Motivate our People:
Lays down clear performance criteria for individuals and teams and establishes clear norms for behaviour and holds team to account regarding these
Makes it clear that he/she is taking responsibility for the team’s success and failures and puts own clear leadership ‘stamp’ on the team
Takes action to ensure that others buy into team’s mission, goals and agenda. Aligns the interest of the team members and positively handles conflicts in the team
Build Winning Teams:
Cooperates with and proactively shares best practice, ideas and insights with colleagues,
Praises team’s achievements and promotes team’s reputation externally
Works to find win-win solutions with others, resolving conflicts and building a reputation as a team that “goes the extra mile”
Champions the development of team resources
Influence Stakeholders:
Develops and applies varied, subtle and sophisticated strategies to influence stakeholders over longer timeframes.
Builds a breadth of diverse internal and external relationships, networks and alliances in order to build and sustain support when required
Minimum Qualifications:
Degree calibre
Strong business and commercial knowledge based on 5 years’ experience of operations management.
A strong background of management tools and processes
Experience of recruitment and performance management
A demonstrable proven track record of achieving targets