Operations Support Manager

Job Description

To ensure the profitable, efficient, and safe operation of the cleaning and security contracts within the area of operation as directed by the Operations Manager. This is to include any peripheral services supplied to the client such as window cleaning,pest control, hygiene or any other service provided by OCS. To provide a quality service delivery to all service users, customers, internal clients, and tenants working on our clients premises, in accordance with company procedures. To provide a quality service,through teamwork, with a highly motivated and appropriately trained team of operational support staff who work to the One Team ethos of OCS. To manage, retain and improve the current contract service delivery with the aim of expansion. To ensure that yourteam is developed to meet succession planning needs. To be flexible in your working patterns and work on a rotational basis alongside other Support Managers.Health & Safety Purpose: To take a direct management responsibility in the health and safety of yourself and others who may be affected by your work activities. Collation and ownership of the Health & Safety plan that covers your specific areaof responsibility.Main Duties:

• Manage the delivery of all services in your specific area to provide consistently high levels of performance that meet contractual obligations to customers and the strategic objectives of the client. This is to include carrying out KPI Audits or any otherauditing document as required by the client.
• To always ensure an efficient delivery of a quality service, through the drive of One Company, One Team - One Complete Solution
• To ensure appropriate level of staff / operative retention through effective leadership and motivation
• To ensure that a safe working environment is maintained through compliance with all company health and safety policies and procedures
• To ensure compliance with company policies and procedures
• To ensure that appropriate staffing levels are maintained with the necessary skills and provide all necessary training and development to ensure their competence in their respective roles.
• To drive a one team ethos through the whole centre and ensure that all OCS staff are working together to enhance the customer experience from the minute they enter the centre to the minute they leave.
• Liaise with OCS internal and external statutory bodies to ensure compliance with OCS and industry regulations with particular emphasis on ISO quality systems and health & safety.
• Recruit, develop and manage the performance of all onsite operational staff to deliver OCS and customer requirements within the Shopping Centre.
• Regularly inspect all staff uniforms, monitor standards of cleanliness & replace as required

Health & Safety accountabilities:

• Participate in any communication activities through formal and informal channels on safety matters to ensure that there is a free flow of ideas.
• Ensure that the OCS safety image is reflected positively through your actions by checking on staff at various times during their shifts to ensure safe working practises.
• Ensure that you have received the necessary training so that you can competently carry out your duties and responsibilities. Acknowledge and accept a personal responsibility for the safety of you, your staff, client staff, tenants and all service users
• Take responsibility for reviewing the safe system of work prior to the commencement of the work activity.
• To carry out Tool Box Talks to your staff on a monthly basis and report and record all events on the company Management Information System.

Critical Performance Measures (CPMs) / Objectives:

• Achieve / exceed budgeted turnover
• Maintain accurate up to date training records for all staff
• Maintain staff absence to below 5%
• Improve employee retention & stability of the team
• To ensure all staff receive a Tool Box talk on a monthly basis
• Achieve client SLAs and KPIs as specified by in the contract
• Ensure all staff are trained and are able to safely deliver the scope of the contract

Professional Qualifications required for the job-(particularly for compliance purposes or technical requirements of the role):

• BICS qualified or equivalent
• Holds IOSH Certification (OCS will train if not)
• SIA Front Line Licence Holder
• Achieved a minimum of BIFM Award, but ideally Certificate of qualification
• Knowledge of other soft services and experience in delivery is preferred

Experience -previous experience -desirable/essential for technical competence of the role:Experience of managing a multi service based contract.Proven track record in delivering effective customer service whilst maintaining appropriate operating margins.Evidence of "hands-on" operational experience and a track record of successful client relationship management.Proven record of managing, motivating, developing and retaining a workforce.To be successful in the role, you will need:Must be self-motivated and results orientated with effective inter - personal skills and the ability to communicate at all levels.Maintain Client Liaison throughout the centre