Regional Operations Manager

THE COMPANY
Our client is a Multi-award-winning commercial cleaning & facilities management company, with an expert focus on high-end commercial clients, from luxury retail to education, corporate offices, and even royalty. Having started as a family business over 20 years ago, it now employs over 1,400 people and has over 600 sites across the UK, from Scotland to Southampton. Our reputation is based on a strong emphasis on sustainability, fair pay (Real Living Wage), care for its people and innovation.
PRIMARY PURPOSE OF THE POSITION
The position of Regional Manager holds responsibility for budget control with the ability to successfully negotiate costs to increase profit margins. In addition, they are responsible for developing contracts to meet key business objectives, adhere to timescales, build an effective professional working partnership with Clients, comply with specifications, and maintain a reputation to exceed in the delivery of excellent customer services to ensure contract retention. The post holder will manage, motivate, and train staff to ensure competency in tasks and adherence to company and legislative policy and procedures.
REPORTING TO
Deputy Operations Director
Operations Director
MAIN DUTIES OF THE POSITION

• To understand and manage Clients’ expectations within the boundaries of the contract and ensure that the service is delivered, and management information required by the Client is provided within timelines agreed upon as per the contract and/or our operating practices.
• Develop and maintain effective client relationships ensuring that regular liaison is maintained Throughout the customer Decision Making Unit (DMU) and that standards audits, KPI’s, SLA’s and management reports reflect the standard of service to their optimum and in line with customer expectations. Building an account management role to gain a full understanding of the client's expectations, wants and future development requirements so that the company can produce service offers to meet them.

• Develop and maintain an effective operational contract management team, ensuring compliance with all operational KPIs, reviewing activity on all contracts regularly, and promoting innovation/best practice and service development to deliver the best value and generate customer loyalty.
• To be responsible for ensuring that all Company KPI targets are adhered to so that consistent standards across the business are delivered.
• Ensure that an understanding of customer KPI / SLA requirements is known so that accurate information can be provided to deliver customer reports.
• To ensure you know and meet with the Decision-Making Unit (DMU) of any contract as required or scheduled by the Deputy Operations / Operations Director.
• To process variation sales sheets on time, while monitoring cost/profit centers and acting as necessary (with the approval of the Line Manager).
• To ensure service requirements are adhered to as per schedules set by Line Manager including the quality of standards produced and overall customer satisfaction.
• To ensure that profit and loss targets for each area are delivered through the control of all budgets including wage to charge, materials, and maintenance of equipment.
• To know and understand the Company values and ethos to ensure that this is disseminated throughout the business.
• To ensure that time sheets and other financial documentation are accurate and processed within the required timescales.
• To process variation sales sheets on time, while monitoring cost/profit centers and acting as necessary (with the approval of the Line Manager).
• To ensure that training targets are met, and the relevant forms are completed and submitted for all sites within the specified remit to allow the delivery of contract service requirements and potential one-off income within the business needs of the contracts and area under his responsibility.
• To bring all reports of customer dissatisfaction to the attention of the Line Manager and agree on actions.
• To manage direct reports, i.e. Area Managers, and supervisors, to ensure that cleaning operatives have the tools, training, and ability to complete the tasks being asked of them.
• To ensure, that the recruitment of employees, including all necessary induction and skills training, and any necessary administrative procedures are completed within required timescales, to meet the business needs of the contracts and area under his responsibility.
• To ensure a thorough investigation of all accidents/ incidents, grievances, and disciplinary issues in line with Company procedures with the ability to institute further action if required in line with company procedures as directed by the Operations Director and HR implementing corrective action and training where needed.
• Manage operational activities to ensure they meet company and legislative requirements for Health and Safety, quality management, environmental issues, and general duty of care.
• Specialist projects as agreed with the Operations Director to support the needs of the Organization.
• Compliance with company policy, procedures & management reporting timetable.

GENERAL COMPANY BENEFITS

• Work from home Friday!
• 3 fully paid sick days
• 25 days annual holiday leave
• Flexible working hours
• Central London located premium office with parking, shower, and cycling facilities.
• Enhanced maternity/paternity pay.
• Subsidised gym membership
• Free fruit, snacks & drinks in the office
• Genuine career opportunities and ‘promote from within’ culture.
• Continuous training and personal development program
• Employee of the Quarter plus annual Awards
• Regular company-funded social events throughout the year
• Cake & bubbles for all HQ birthdays
• Annual away weekend for HQ team to Europe