Better places, thriving communities.
Job Title: Operations Manager
Salary: From £40,000 per annum depending on experience, with company car.
Contract Type: Permanent
Type of Employment: Full Time
Location: Hybrid based in West Yorkshire, with contracts covering Leeds, Bradford, Manchester and Derbyshire
Job Objectives And Responsibilities
* Oversee management of strategic key accounts, including retail and commercial cleaning contracts.
* Monitor team activities across all accounts to ensure achievement of strategic objectives and service delivery in line with SLAs and KPIs.
* Maximise revenue opportunities and increase profitability across the portfolio.
* Lead, develop, and motivate Contract Managers to deliver excellent service.
* Ensure team compliance with the LiveSafe programme and promote a safe work environment.
* Attend client meetings and develop relationships to maximise satisfaction.
Main Duties
1. Build effective relationships with key clients through regular meetings and reviews.
2. Guide Contract Managers on contractual obligations.
3. Develop account plans to optimise profitability.
4. Review financial performance with finance team to forecast and plan.
5. Manage P&L to meet targets.
6. Ensure accurate and timely payroll processing.
7. Monitor budgets and implement corrective actions as needed.
8. Document and recover costs for scope outside of contracts.
9. Maintain up-to-date cost control documents and billing variations.
10. Resolve operational issues and ensure compliance with quality audits.
11. Manage team meetings, motivation, and development activities.
12. Handle escalated customer complaints promptly.
13. Support creation of management reporting packs for clients.
14. Drive continuous improvement and innovation.
15. Manage HR issues and ensure mandatory training completion.
16. Participate in recruitment, induction, and staff development.
17. Promote a professional work culture and share best practices.
18. Ensure compliance with all company policies, including health and safety.
19. Engage with industry news and social value initiatives.
20. Support new technology integration and brand promotion.
21. Aim for high customer satisfaction through NPS surveys.
22. Manage personal time effectively to fulfill role duties.
Person Specification
* Knowledge of health, safety, environment, and quality systems.
* Effective representation at meetings.
* Leadership by example and strong problem-solving skills.
* Respectful and confident in actions.
* Strong management and multitasking skills.
* Proficient in Word, PowerPoint, and Excel.
* Financial acumen.
Our market-leading benefits include virtual GP services, financial wellbeing schemes, flexible lifestyle options, discounts, cycle-to-work, life cover, pension schemes, employee recognition awards, and career development opportunities.
We are committed to inclusive recruitment and welcome applicants with disabilities or long-term conditions. Please contact us for adjustments during the recruitment process.
Since 1987, Mitie has employed 72,000 people globally, maintaining a diverse client base including banking, government, hospitals, and schools.
Join our Mitie Team
Together, our diversity makes us stronger.
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