Operations Manager London and South
Salary: £42,000-£49,000 per annum
Days / Hours: Monday to Friday day shifts with flexibility on shifts to check in with staff working nights on the portfolio
Location: Covering multiple sites throughout London and the South
Our customer is a female-majority board leading in diversity and inclusivity across the security industry. We are a provider of professional integrated bespoke security and facilities management services, giving our clients a flexible and scalable approach to addressing their security and FM requirements in their businesses across an array of sectors, including educational settings, student accommodation, healthcare, charitable, corporate / estate management, Logistics and distribution, social housing, utilities, and shopping centres / retail parks.
Role:
Working remotely and from the Company Clients' sites, the Operations Manager is responsible for the day-to-day operations of our customer contracts and accounts under their control.
Key Responsibilities for the Operations Manager:
- To ensure that the security operations on your sites run in respect of management, staffing, and operations.
- Manage the use of sub-contractors, including holding monthly review meetings.
- To develop strong relationships with customers and employees.
- The Operations Manager is responsible for ensuring that the provision of services is of a high standard by; holding regular constructive and proactive customer meetings.
- To ensure that company policy and procedures are implemented and complied with.
- Identify opportunities to improve business processes and devise plans to implement these changes
- To resolve Customer Complaints promptly and escalate where appropriate.
- Carrying out regular site visits and supporting the Company's commitment to Continuous Improvement.
- Identify new services with current Clients and possible new Clients to grow and expand the business
Activities:
- Ensure Customers are visited/spoken to on an agreed basis, together with an agreed SLA (KPIs).
- Maintaining the Smarttask system, which, in effect, ensures hours are covered.
- Liaising with HR regarding Interviews and Recruitment. Keep the Vacancy Tracker up to date if applicable
- Carrying out Interviews to ensure best candidate selection
- On a rota basis, being the Duty Manager
- To arrange site induction and ensure the Supervisor/trainer completes the site induction/training record form (and a copy kept on site and in SharePoint/ Shared).
- To ensure that the monthly site 1-2-1s (Welfare Visits/Calls) and annual appraisals are completed and that the forms are completed and filled correctly.
- Ensure Sites are visited on an agreed frequency.
- To be involved in the Investigation / Disciplinary Procedures.
- To carry out site and client audits per the audit schedule.
- Liaise with the operations director regarding client audits and any issues.
- To deal with customer complaints and take action effectively.
- To raise initial assignment instructions and carry out site survey and risk assessment.
- Ensure assignment instructions and risk assessments are reviewed annually at a minimum and updated as and when duties are updated.
- Drive and develop the team about their experience to help continual improvement.
- Design, introduce and implement new service initiatives to meet your customers' changing needs.
- Organise and agree on annual price increases with the Client to maintain the approved margin and ensure appropriate systems and forms are completed.
- Check incoming Invoices and sub-contractor Invoices. Ensure Hours Analysis is up to date
- Ensure excellent communication with all team members.
- Ensure all site documentation is up to date and accurate records are kept, including relevant Training Records, insurance details, and online systems.
- Develop, manage, and monitor security personnel under your control to ensure the relevant standards, contractors' obligations, and health and safety issues are resolved.
- Responsibility for the manning and maintenance of equipment on sites.
- Ensure all necessary reporting is completed and to the required time scales.
Requirements:
- Proven experience as an Operations Manager
- Happy in a changing environment where they are part of the drive for continuous improvement and change.
- Conscientious and responsible
- A keen eye for detail and a result-driven approach
- Excellent organisational and leadership skills
- Proficient in MS Office
- Industry experience holds a valid SIA licence
- Effective communication, negotiation and interpersonal skills
- Deep understanding of contracts, contract governance, contractual language and the contract lifecycle
- Critical thinking skills and the ability to research and understand legal and financial implications
- Excellent understanding of the security industry, its services and clients
City Group is committed to equal opportunities. We welcome applications from candidates irrespective of ethnic origin, gender, marital status, religious belief, sexual orientation, disability, or age.