Job objectives and responsibilities
Building Effective Teams
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
Drive for Results
To ensure that Mitie reacts efficiently and effectively in line with SLA and KPI's
Leadership Behaviours
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 in appearance and manner Client focused - seeking to resolve client problems through Mitie solutions Thinking tactically and strategically about customer service delivery, not solely task focused Driving a ‘fix it first time' culture Embrace new systems and processes introduced by Mitie, acting as a an ambassador to your team for these
Influencing and building effective relationships
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
Decision Making
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
Main duties
Leading and maintain customer/stakeholder relationships
* Develop annual account plans
* Delivering of Core and Ad hoc hours
* Recruitment and training of core and support staff
* Attend regular meetings with clients as required
* Annual price reviews in line with company policy - ensure that contracts are held centrally and 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 as required to engage, motivate and manage your team, developing and communicating the strategy, ensuring it is 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
To ensure your team are completing client visits as audits as per contract specification
To ensure all aspects of service is 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, 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
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.
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