Better places, thriving communities.
Job objectives and responsibilities
We are looking for a Regional Operations manager to cover multiple sites across the South of England to to be the Front-line Management's key point of contact and ensuring the cleaning operations team strives for and exceeds expectations on service excellence through first class management, leadership, customer focus and measured feedback, training and development to ensure that Mitie reacts efficiently and effectively in line with their Clients SLA and KPI's
Leadership Behaviours
1. To line manage an operational team including Service Support Managers, Site Managers, Day Supervisors and subcontractors in delivery of the above
2. To drive a culture of high quality customer excellence including:
3. Leading by example
4. Smart and professional in appearance and manner
5. Client focused – seeking to resolve client problems through Mitie solutions
6. Thinking tactically and strategically about customer service delivery, not solely task focused
7. Driving a ‘fix it first time' culture
8. Embrace new systems and processes introduced by Mitie, acting as a an ambassador to your team for these
Influencing and building effective relationships
9. Foster and develop effective relationships with clients, local stakeholders, employees and other Mitie colleagues
10. Co-ordinate direct and sub-contract labour for optimum performance and to meet contractual requirements and obligations, with optimum cost to serve
Decision Making
11. 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
12. 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
13. To assist with the development of the Mitie- client offering
Main duties
14. Leading and maintain customer retention
15. Develop annual account plans
16. Attend regular meetings with clients as required
17. Annual price reviews in line with company policy – ensure that contracts are held centrally and
18. Promotion of all Mitie service lines to deliver sustainable excellence and maximum efficiency
19. Deliver P&L according to targets set annually
20. Ensure client invoicing and payroll is correct and processed in a timely manner
21. Hold regular meetings as required to engage, motivate and manage your team, developing and communicating the strategy, ensuring it is aligned with the wider cleaning business strategy
22. Assist with presentation of tenders and preparation of tender strategies and presentations
23. Ensure that no portfolio losses due to service issues
24. Monitor and review expenditure on all contracts
25. Ensure all team members go through the Mitie Induction
26. In conjunction with HR ensure employee issues are dealt with according to company policy
27. To ensure your team are completing client visits as audits as per contract specification
28. To ensure Cleaning is provided to standards required by contract
29. Support managers with HR issues in accordance with Mitie policy and procedures
30. Attend internal and external meetings as required
31. Accountable for performance of your region/contract. Driving cost savings and increasing growth
32. Ensure the full employee lifecycle of recruitment, induction, appraisal, development, succession planning is carried out regularly and in accordance with Mitie policies and procedures
33. Create a professional working culture between employees, contractors and clients, sharing best practice
34. Coach and develop your team in all aspects of their role
35. Be a Mitie Ambassador at key client review meetings as necessary
36. Supporting the sales and retention process
37. Be an advocate of new systems, processes and ways of working embracing them and ensuring your team embrace them too
38. Comply with all Mitie policies and procedures
39. Comply with all Mitie Health and Safety policies and procedures ensuring work is carried out in a safe manner
40. To undertake additional duties in line with capabilities as required
41. Support the business as required by the Regional and Operational Directors
42. Any other reasonable management request
Person Specification
· 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
Health and Safety responsibilities
· Follow Group and company policies and procedures at all times;
· Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
· Use all work equipment and personal PPE properly and in accordance with training received;
· Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Information Security
· Ensure compliance with Mitie's information security procedures in all activities;
· Proactively identify and report security risks to your manager;
· Report actual and suspected security incidents;
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 Sophie Willson at .