Better places, thriving communities.
Operations Manager - Multiple Sites in and around Birmingham
Job objectives and responsibilities
Managing a designated portfolio of clients, ensuring that all contracted and temporary hours are fulfilled by trained security officers to the complete satisfaction of those clients. The retention and development of contracts and security officers is key to the business, and total quality management is a primary objective.
Main duties
1. Ensure that all contracts are manned to the agreed levels.
2. Manage staff on all assignments to ensure high standards of operational delivery and client satisfaction.
3. Provide Service Level Agreements (SLAs) and monthly client visit reports for review with the Regional Manager.
4. Measure performance indicators to maintain or improve standards.
5. Manage expenditure within budgets without compromising service delivery.
6. Address complaints promptly, log them according to the quality system, and resolve effectively.
7. Negotiate new charge and pay rates as required.
8. Monitor labour turnover, absenteeism, and performance; recruit staff to maintain retention above 80%.
9. Ensure staff compliance with Health and Safety requirements.
10. Fulfill Duty Management responsibilities as scheduled.
11. Maintain and review Assignment Instructions; assess officers for understanding and compliance.
12. Review administrative procedures, especially check call procedures.
13. Monitor and appraise staff performance per company policy.
14. Manage invoicing issues, credit notes, and bad debts.
15. Negotiate annual reviews and seek price increases for contracts.
16. Attend and monitor client meetings based on SLAs.
Person Specification
* Literate and numerate
* Professional appearance and presentation
* Methodical and well-organized
* Resilient and tenacious
* Proactive attitude
* Flexible and adaptable
* Excellent communication skills, verbal and written
Health and Safety responsibilities
* Follow policies and procedures at all times.
* Report deficiencies in systems or equipment.
* Use equipment and PPE properly.
* Report issues or training needs to your manager.
Note
This description provides an overview of the role. Specific tasks and objectives will be discussed and agreed upon during employment. The company may update this description as needed.
Employee Benefits
Benefits include virtual GP services, Salary Finance schemes, flexible lifestyle benefits via Choices platform, high street discounts, cycle-to-work scheme, life cover, pension contributions, and recognition awards such as Mitie Stars with cash prizes.
Company Overview
Since 1987, Mitie has employed 72,000 people globally, providing facilities management and professional services. Our clients include banking, government, hospitals, and schools.
Join Our Team
We value diversity and are committed to inclusive recruitment. If you need adjustments during the application process, contact us by email.
Apply now to become part of our Mitie team and help us make a difference in communities.
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