Operations Manager

Job objectives and responsibilities

Responsible for the operational management of team and performance of Eurostar in relation to overall targets set at all four sites (St Pancras, Ebbsfleet, Ashford & Temple Mills). To have a strategic and innovative approach to ensure the security at all sites is best in class. Leading and inspiring the operations team with excellent communication skills, to deliver the highest service to the client.

Main duties

• Ensure key performance indicators are constantly maintained and improved
• Managing & leading Security Duty Managers and site supervisors as appropriate
• To manage security operations in compliance with DfT requirements, identifying operational impacts of any process changes, new directions, or audit recommendations. Agreeing & implementing appropriate action changes in consultation with the clients and Mitie General Manager
• To help design, implement & oversee the effective introduction of Security Operating Procedures (SOPs) and monitor these effectively throughout the operation.
• Establish organizational structure & management systems for threat identification, risk management, employee accountability and security of the restricted zones.
• To receive & investigate complaints from staff, passengers, or other parties, acting promptly to remedy or taking preventative action to maintain a high standard of customer care
• Monitor and identify trends from the customer, Eurostar station team and Security Duty Managers operational data and other indicators to ensure service delivery levels are being maintained and to make & implement appropriate recommendations to improve standards
• To partner& build trusted relationships with control authorities, transport police and DfT
• Monitor staff turnover, absenteeism, and performance standards to maximise employee retention/attrition
• Conduct and monitor performance reviews / appraisals of direct Creating a positive & inclusive culture
• Agree and support development plans following appraisals including promoting apprenticeships in line with succession
• Liaise with training manager to ensure all relevant training for the team is up to date an in line with security requirements and Group L&D
• To ensure compliance to relevant Environmental, Health & Safety procedures and policies and to ensure all information is distributed where necessary
• Ensuring that all actions identified from H&S inspections, risk assessments/accidents are recognized and addressed as required. Meet with H&S representatives on a regular basis to ensure relevant issues are being acknowledged and dealt with appropriately.
• To participate in projects and working parties and to carry out other duties that may be outside the standard remit for the purpose of personal development, or as may be reasonably required by the Company.

Person Specification

• Experienced manager with proven record of leading & motivating multiple sites and teams
• Experience of Security (DfT experience preferred)
• Resilient and tenacious
• Proven experience of improving policy/processes
• Flexible and adaptable
• Strong communicator – verbal and written
• Ability to analyse and interpret data, to improve performance and processes
• Works well under pressure.

Working within the Mitie values and behaviours

People Mitie is a people business. It's our people, and their drive to do their jobs to the best of their ability that makes us different.

Trustworthy -

We do what we say we will

How we behave…

• We treat all colleagues with respect

• We challenge people when they don't do the right thing

• We welcome advice from anyone that might improve what we do

• We are open and honest

• We think safety and always follow rules for safe working

Helpful -

We go out of our way to make a difference

How we behave…

• We work with each other to achieve the best for clients and for Mitie

• We share information to help colleagues succeed

• We build great relationships

• Our first response to requests will always be positive

• We look out for each other, never walking by unsafe actions or situations

Inspiring -

We help others to be the best they can be

How we behave…

• We support and encourage each other to develop

• We lead by example

• We set clear expectations

• We listen to and learn from others

• We learn from mistakes and incidents to prevent recurrence

Passion Take our people, add their passion, and you get something really special.

Spirited -

We give it everything we've got

How we behave…

• We do good things for each other, the environment and the community

• We appreciate diversity and encourage it

• We demonstrate team spirit

• We are committed to doing things better and setting new standards in all that we do

• We take pride in what we do and have fun doing it

• We celebrate success and say thank you

Fresh thinking We want our people to find inspiration from skill development and career progression, and enjoy respect

and recognition for a job well done.

Pioneering -

We do things that excite and amaze

How we behave…

• We bring new ideas to the way we do things

• We are willing to try new things

• We encourage and support innovation

• We consider things from other peoples' points of view

• We embrace new thinking and technologies

• We build health & safety into everything we do

Health and Safety responsibilities

• Follow Group and Company policies and procedures at all times
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment
• Use all work equipment and personal PPE properly and in accordance with training received
• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system
• Review Risk Assessments regularly

Note

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.