Operations Assistant Manager

Operations Assistant Manager                                   

Competitive salary based on experience

Chessington Service Centre KT9 1HF

Full time – 40 hours per week

Job purpose:

The Assistant Operations Manager is required to lead a proactive and effective team in delivering contractual requirements and delivering business improvements and efficiencies linked to agreed objectives. Support the Regional Manager in improving productivity, operational control, customer relationships and service levels. Work with other senior colleagues to develop business opportunities and plans to achieve and exceed these.

Key responsibilities and accountabilities:

Operational:

• Managing the overall operation ensuring agreed targets/objectives are achieved in line with business and customer requirements.
• Perform as the Senior Manager within the specified operation with decision-making authority commercially, financially, and operationally.
• Support the Regional Manager in developing effective control of agreed critical business outcomes.
• Utilise skill, knowledge, and experience to track, trend and anticipate financial challenges and lead on early implementation of solution strategies.
• Take responsibility and lead in implementation of new contractual requirements.
• Monitoring the key operational activities and generate and implement solutions for improvement where necessary.
• Establish and maintain appropriate systems for measuring necessary aspects of operational management and development.
• Identify best practices and ensure these are effectively communicated and implemented.
• Support and provide feedback for operational review meetings.
• Effective management of centre assets, including operational equipment, vehicles, stores, and security equipment.
• Ensure that maximum use is made of all IT systems in coordinating and supporting the organisation.

People:

• In line with business goals – agree, monitor, and review objectives of operational team lead in the centre.
• Assist the Regional Manager in developing effectiveness of the business support team.
• Ensure employee development through training, coaching, and appraisal process. Maintain an environment of continuous improvement.
• Ensure staff turnover and absence levels are kept to a minimum by providing effective leadership and motivational guidance.
• Manage employee performance or conduct issues in compliance with the company disciplinary procedures.
• Foster an open and honest communication, together with clear engagement with team of business objectives and requirements.
• Develop a team-work approach for setting and achieving objectives and problem resolution.

Financial:

• Effective and efficient management of centre funds to reduce costs, maximize rate of return and meet service requirements.
• Monitor activities in allocating resources to deliver services in the most efficient and cost-effective manner.
• Auditing monthly Management Information and preparing reports for senior management and contract partners.

Customer:

• Ensure accurate and timely information for contact review meetings and any information requested by our customers.
• Participate in contractual and customer meetings and reviews as necessary to obtain and develop information and procedures to enhance the productivity of the operation. Ensure resolution and adherence to any agreed actions.
• Build strong relationships with suppliers and contract partners to ensure best price and optimum service is achieved.

Compliance:

• Accountability for site’s compliance to Company Health & Safety, GDPR, Quality and Environmental standards and ensure they are adhered to, and they are continuously improved.
• Ensure Company policies and procedures are adhered to, as well as ensuring there is compliance with legislative requirements and there is promotion of a fair and equitable workplace. Manage with accordance to disciplinary procedures when this does not occur.

Accountabilities as described are not exhaustive and additional reasonable activities not listed may be expected as per managerial instruction – in line with capabilities and skill set.

Due to the nature of the role, you will be fully responsible for the contract within your area. This may be subject to change in line with retention of existing contracts and the tendering and acquiring of new contracts.

Skills and Qualifications:

• Proven leadership abilities, setting examples of desired behaviours and values, resolving conflicts, motivating, and developing others to achieve business objectives.
• Decision making skills – dealing with employees, management, or customers. The ability to make hard fast decisions that affect the company.
• Self-driven, results-oriented with a positive outlook, and a clear focus on high quality and business profit.
• Effective time management skills will be essential.
• Customer service experience and skills.
• The ability to work with minimal supervision.
• Proven experience in managing people processes.
• Demonstrates the ability to effectively implement and manage change.
• Good understanding and application of budgeting and financial systems.
• Excellent communication, presentation, negotiation and influencing skills.
• Comprehensive technical knowledge of the business, industry, products, and systems.
• Be able to apply critical thinking skills and focused on the detail.
• Relevant and competent IT skills.
• Knowledge of ISO, MHRA and other standards.

Key Performance Indicators:

• Monthly financial reviews – costs and profit centre review.
• Contract compliance % achieved in collections, deliveries, repairs, Modifications and PPM’s. First Time Fix performance.
• Refurbishment targets and efficiency/quality
• Feedback on service delivery and operational efficiencies from contract partners.
• Jobs per hour and other productivity measures.
• Service delivery to service users, measured by internal benchmarks.
• Injury management and commitment to injury prevention and OH&S compliance, measured by reported incidents and audit.
• Legislative and statutory compliance measured by issues raised, investigation outcomes and workplace audit.
• Employee relations measured by feedback from service centre communication.

INDHS