Role: Operations Manager
Purpose: The Operations Manager will oversee and coordinate all grounds maintenance, invasive weed control, and gritting operations. The role is responsible for ensuring the delivery of high-quality services on time and within budget, meeting client expectations and industry standards. The Operations Manager will also play a key role in implementing strategies to drive the company's growth objectives.
Key Responsibilities
1. Operational Leadership
* Lead, guide, and support the operations team to ensure efficient, safe, and high-quality service delivery.
* Maintain oversight of daily operations within the designated region, including seasonal maintenance schedules, landscaping projects, and ad hoc client requests.
* Implement process improvements to enhance efficiency, quality standards, and cost control.
* Ensure full compliance with regulatory requirements, health & safety regulations, company policies, and environmental standards.
2. Team Management and Development
* Build and manage a highly effective and diverse operations team.
* Foster a culture of operational excellence, safety, and high performance.
* Line-manage operational managers and ensure consistent delivery of company standards.
* Ensure teams are adequately resourced and receive appropriate training and development.
* Provide guidance, support, and feedback to staff, promoting a collaborative and positive work environment.
* Manage subcontractors to ensure work meets company standards and project requirements.
* Conduct recruitment for operational roles, supporting workforce planning and succession strategies.
3. Service Delivery Management
* Coordinate the delivery of all Grounds Care services, ensuring projects are completed on time, within scope, and on budget.
* Develop and implement project plans, timelines, and budgets.
* Liaise with clients, teams, and subcontractors to anticipate and resolve operational challenges.
* Prepare project reports and ensure the scope of works and pricing are understood before commencement.
4. Client Relationship Management
* Build and maintain strong client relationships through effective communication and problem-solving.
* Collaborate with Customer Service Advisors and the commercial team to ensure client enquiries are resolved promptly.
* Identify opportunities for additional services and projects with existing clients.
* Ensure client expectations are understood and consistently delivered by operations teams.
5. Technical Expertise and Compliance
* Maintain up-to-date knowledge of industry trends, techniques, and regulations.
* Provide technical guidance and support to teams and managers.
* Ensure all work complies with health, safety, and environmental regulations.
* Participate in industry events and training programs to enhance technical knowledge and best practices.
6. Financial and Commercial Management
* Develop and manage operational budgets, forecasting revenues, and controlling costs.
* Track KPIs, site audits, customer satisfaction, and team performance.
* Identify additional work opportunities to support company growth.
* Optimise resource allocation, including in-house teams and subcontractors, to maximise efficiency and minimise waste.
* Collaborate with finance and operations teams to prepare invoices, reports, and ensure timely client payments.
* Implement cost-saving measures without compromising quality or client satisfaction.
Key Performance Indicators (KPIs)
* 100% of operational visits completed per week.
* Minimum of 25 operational audits completed per week.
* 100% of scheduled team training completed each month.
* Operational costs maintained within budgeted margins.
* Increased revenue through identification and delivery of additional works.
Reporting Structure:
* Reports to: Director of Operations
* Line manages: Supervisors and Operative roles
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