Purpose of the Role
Operations Manager Environmental Services is a high-profile role encompassing hands-on operational management of Environmental Services and facilitating and developing all aspects of the operation.
You will have direct line management responsibility for the Environmental Services teams and support to deliver the standards necessary. You will take responsibility for operational delivery at the Centre in line with our objectives of delivering a first-class customer experience and be the subject matter expert on all aspects of the Environmental services operations within the Centre. Leading the strategic direction and day to day running of the internal, external, waste and landscape teams within the Centre for all Stakeholders.
The role will involve developing and delivering our values, creating an engaging culture amongst the operational team, promoting inclusion and diversity, developing high performance and role clarity. You will inspire, coach and develop team members to provide for our customers and brand partners. You will be able to build strong working relationships with external agencies and stakeholders.
You will be a result driven people manager with the ability to adapt to a fast-paced changing environment. You will proactively champion brand initiatives through clear communication, coaching and engagement with the teams. Along with enhanced customer relationship skills, you will possess the ability to act decisively with an uncompromising eye for detail; to ensure the centre is immaculately presented, safe and secure throughout trading times.
Key Responsibilities
The role includes a variety of tasks including the following:
- You are an ambassador for the Centre and your area of work and as such you will actively promote recognition for the team, the Centre, and the wider business through your exemplary behaviour. Playing your part in the wider team and leading your team to be the best. Creating a positive environment with a strong personality, actively promoting inclusion and diversity in the workplace. Taking ownership in all you do. Role model leadership presence, providing coaching and feedback, recognising great delivery. Restlessly looks for opportunities to show personality, diversity and a fresh approach to leading their team.
- You have a clear vision for the application of Customer Service in all endeavours. You lead by example, being a role model of exceptional leadership to create an engaging culture within the operational team, uplifting the team, and instilling a passion for excellence in delivering customer service. This not only relates to our customers, but to all stakeholders, including contractors, retailers and colleagues.
- You will promote our operational focus on compliance, communication, consistency and collaboration in all you deliver. You are focused on leading a safe Centre and complying with legal requirements. You will embed and lead efficient processes with innovation and consistency.
Main duties;
Leadership
- Providing coaching to win and addressing great and under performance proactively. To ensure the effective monitoring and assessment of supervision and team members ensuring that when deficiencies are observed appropriate action is instigated. If complaints are made against any member of the team, ensure that they are recorded and dealt with in accordance with the Centre's policy and procedures.
- Adopt a people plan with a focus on talent development, high performance, and role clarity. Work with HR to ensure all new starters are vetted, trained and licensed (where applicable) in accordance with the contractual and statute requirements. Work in partnership with HR to ensure compliance with employment legislation and best practice and ensure HR procedures are always adhered to.
- Full operational HR responsibilities to lead, recruit, retain, develop and integrate the team. Ensure objectives, performance reviews and training are completed as per company policy. Manage local HR related issues with the completion of disciplinary meetings, relating to escalations regarding absence management, capability and standards. The completion of scheduled appraisals for the Team Managers.
- To identify training needs and ensure needs are met and results evaluated to assess business impact for all staff ensuring accurate site records are always maintained. Provide team support, coaching, development and training, identifying training needs and future potential for development where applicable.
- Proactively champion the ongoing development of centre-based delivery teams to ensure confidence and excellence in customer service and operational delivery. Support recognition programme by ensuring team members' efforts are being recognized and nominations processed. Support and encourage participation in staff initiatives and events.
- Ensure full and active participation in the daily huddles and departmental briefings with all teams. Ensuring relevant and business critical information and objectives are communicated to the teams. Attending meetings with the senior centre operational team, to deliver a clear understanding of business objectives, team performance, and display excellence in communication. Aligning performance with business objectives, strategic plans, provide KPI status, service delivery and commercial performance.
- Develop strong relationships with Centre teams. Support to wider stakeholders (Property, Asset Management, Marketing, etc.). Develop strong relationships with retailers through varying forms of engagement to ensure we are supporting.
- You will maintain regular contact with centre management team and deal with any issues efficiently and in a professional manner.
Financial and commercial performance
- To set and monitor departmental service charge expenditure against budget, and to forecast and account for variances.
- Focus on productivity levels across the department. You will manage staffing levels and budgets to maximise productivity and to minimise costs using lean thinking to enhance operational efficiency. Maximising the utilisation of internal manpower whilst minimising dependency on use of agency staff. In co-operation with HR you will reduce labour turnover by proactively managing people issues within your team.
- Sign off and acceptance of any relevant tender requirements ensuring operational and commercial objectives are achieved and in line with business objectives.Liaising closely with the Centre Management to identify growth opportunities and profit maximisation. Management of P&L and commercial activity including control, monitoring and management of overhead cost, expenditure, invoicing, d