Better places, thriving communities.
Job objectives and responsibilities
1. Responsible for the operational and financial performance of retail sites within the allocated business area, ensuring alignment with overall targets and compliance with key SLA's and KPI's.
2. Accountable for the financial performance and service delivery of the assigned zonal area, contributing to overall contractual performance.
3. Maintain effective control and utilisation of labour and other resources through the efficient management of regional team
4. Ensure execution of responsibilities is conducted in accordance with lawful and ethical standards.
5. Ensure full compliance with all relevant legislation and regulatory requirements.
6. Manage and develop the Operations Manager population to maximise strengths and support ongoing talent development.
7. Lead operational management teams across the retail environment through optimal deployment of people, equipment, systems, and resources.
8. Responsible for the delivery and enforcement of all Health & Safety practices across the allocated business area.
9. Accountable for the practical implementation of the contract people strategy within the allocated business area.
10. Oversee the overall development and progression of all colleagues across the allocated business area.
11. Adherence to the business's social value goals and contributions.
Main duties
To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:
12. Ensure all stakeholders are fully satisfied with the service delivery through robust, meaningful, and periodic performance review meetings.
13. Act as Line Manager for Operations Managers, ensuring a structured and effective 1:1 process is in place to support performance and personal development.
14. Ensure the Operations Manager population conducts effective 1:1's with their direct reports and that this process is cascaded down through the management structure.
15. Ensure all direct reports possess comprehensive knowledge of the Business Management System (BMS) and operate to the required standards.
16. Oversee the efficient and effective deployment of employees in line with contractual requirements.
17. Deliver financial targets and key performance indicators (KPIs) through clear and effective management of the allocated business area.
18. Monitor labour turnover, absenteeism, and performance standards to enhance employee retention.
19. Review, monitor, and manage expenditure across their portfolio to ensure financial efficiency.
20. Ensure all employees receive appropriate role-specific training, including job-specific inductions and MITIE Group induction.
21. Ensure compliance with all statutory, company, and MITIE Group policies and procedures.
22. Always promote and embody the company's vision and values.
23. Assist in the development and execution of business strategies aimed at maintaining and growing the operation.
24. Liaise with HR Manager (HRM) to address and resolve employee issues promptly and in line with company policy.
25. Ensure all staff adhere to Quality Procedures and recognised industry standards.
26. Ensure consistent application of company policies and procedures across all teams.
27. Verify accuracy of client invoicing and payroll submissions.
28. Provide operational support to the Head of Operations as required.
29. Uphold the confidentiality requirements of the role and the wider business area.
30. Stay informed of developments within the security industry to inform and shape future contract strategy.
31. Develop and implement colleague retention strategies to reduce employee churn and recruitment costs.
32. Create clear, concise reports to demonstrate the performance and outcomes of team activities.
33. Monitor and evaluate team performance to ensure it meets or exceeds client expectations and industry standards.
34. To operate independently in a strategic and accountable capacity whilst providing deputisation when required for the Head of Operations
Person Specification
Demonstrates a high level of leadership skill and experience and possess a proven track record for building and managing winning teams
Relevant retail security industry experience with the ability to demonstrate an understanding of investigation processes
Computer literate with a variety of software, including Microsoft Office and bespoke software, with a good working knowledge of Microsoft Office, Outlook, Word and Excel
Experience of managing and monitoring KPI performance
Ability to lead and motivate a diverse team to provide excellent customer service and empower individuals
A decisive and assertive decision maker
35. Knowledge of the retail security industry
36. Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solution
37. Previous achievement of performance targets and driving performance through utilising metrics
38. Excellent organisational and time management skills
39. Demonstrates a high degree of confidentiality when called for
40. Strong customer service, client focused attitude with the ability to build good working relationships
41. Resilient and tenacious with a ‘can do' approach
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 at .