Operations Manager London and South

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 forward-thinking privately-owned company who are a leading provider of professional integrated bespoke security and facilities management services, giving their 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, warehouse / distribution, social housing, utilities, 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 in a timely manner 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 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 Supervisor / trainer completes 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 forms completed and filled correctly.
• Ensure Sites are visited on agreed frequency.
• To be involved in the Investigation / Disciplinary Procedures.

• To carry out site audits and client audits as per the audit schedule.
• To liaise with the Operations Director in regard to clients audits and any issues.
• To deal with customer complaints and effectively action.
• To raise initial assignment instructions and carry out site survey, risk assessment.
• Ensuring assignment instructions and risk assessments are reviewed annually as a minimum, and updated as and when any duties are updated.
• Drive and develop the team in relation to their experience to help continual improvement.
• Design, introduce and implement new service initiatives to meet your customers' changing needs.
• Organise and agree annual price increases with Client to maintain approved margin, and ensuring appropriate systems and forms are completed.
• Check incoming Invoices and sub-contractor Invoices Ensure Hours Analysis is up to date
• Ensure great communication with all team members.
• Ensure that all site documentation is up to date and accurate records kept including relevant Training Records, insurance details, including online systems.
• Develop, manage & monitor security personnel under your control to ensure the relevant standards, contractors obligations, and health & safety issues are resolved.
• Responsibility for the manning and maintenance of equipment on sites.
• Ensure all necessary reporting is completed and to the necessary 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.