Overview
Being the Front-line Management's key point of contact and ensuring the security operations team strives for and exceeds expectations on service excellence through first class management, leadership, customer focus and measured feedback, training and development.
Responsibilities
* To line manage an operational team including Service Support Managers, Site Managers, Day Supervisors and subcontractors in delivery of the above.
* To drive a culture of high quality customer excellence including: Leading by example, smart and professional appearance and manner, client focused problem solving, strategic and tactical thinking about customer service delivery, driving a 'fix it first time' culture, and embracing new systems and processes introduced by Mitie as an ambassador to the team.
* 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.
* To ensure the Company Health & Safety policy is adhered to in line with the H&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.
* Leading and maintaining customer/stakeholder relationships; developing annual account plans.
* Delivering Core and Ad hoc hours; recruitment and training of core and support staff; attending regular meetings with clients as required.
* Annual price reviews in line with company policy; ensure contracts are held centrally; promotion of all Mitie service lines to deliver sustainable excellence and maximum efficiency.
* Deliver P&L according to targets set annually; ensure client invoicing and payroll is correct and processed in a timely manner.
* Hold regular meetings to engage, motivate and manage your team, developing and communicating the strategy aligned with the wider security business strategy.
* Assist with presentation of tenders and preparation of tender strategies and presentations.
* Ensure that no portfolio losses due to service issues; monitor and review expenditure on all contracts; ensure all team members go through the Mitie Induction.
* In conjunction with HR ensure employee issues are dealt with according to company policy; ensure team visits as audits as per contract specification; ensure all aspects of service are provided to standards required by contract.
* Support managers with HR issues in accordance with Mitie policy and procedures; attend internal and external meetings as required.
* Accountable for performance of your contract, driving cost savings and increasing growth; ensure the full employee lifecycle of recruitment, induction, appraisal, development, and succession 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; coach and develop your team in all aspects of their role; be a Mitie Ambassador at client review meetings as necessary.
* Supporting the sales and retention process; be an advocate of new systems, processes and ways of working embracing them and ensuring your team embrace them too.
* 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; support the business as required by the Regional and Operational Directors; any other reasonable management request.
Qualifications / Skills
* 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.
* Good leadership and management skills.
* Good communication skills; excellent customer focus.
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