Senior Operations Manager

  • Job Reference: 258/4/MM
  • Date Posted: 25 January 2018
  • Location: London
  • Salary: £50,000
  • Sector: Building
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: Morna Metzger
  • Email:

Job Description

Senior Operations Manager
Location: London 
Salary: £50,000 per annum 

The Senior Operations Manager assumes full responsibility for service delivery You will deliver client satisfaction, team management and budget control on all designated contracts. 

In addition, the Senior Operations Manager will continuously strive to find new ways to improve efficiency and quality. You will embrace company values and continually strive to achieve the company vision to be the best at everything we do. 

Key Responsibilities 

Client/Contract Management 

• Oversee 4/5 area managers under region 
• Ensure each area manager is providing customer satisfaction 
• Region approximately 4/5 managers and 120 plus sites 
• Monitoring managers’ performance: 
• Knowing all sites under area 
• Be aware of all budgets 
• Be aware of area breakdowns, number of cleaners etc – refer to each area bible 
• Client Card – comments 
• Trouble shooting – working with or without manager 
• ‘Line manager’ input with client when problems 
• Site visits, Site inspections, 
• Monthly meetings /door open policy 
• Teamwork policy – help area managers 
• Help our managers/manage – team work approach but discipline when necessary 
• Check managers’ wages 
• Check stores when necessary 
• Strict budget control 
• Manager cover holiday/sick by area and phone direct 
• 4 – weekly Client card check 
• Take overall responsibility for Client and Contract Management, providing the highest standard of customer satisfaction and service delivery in line with the Service Level Agreement and the company Vision 
• Ensure proactive and professional communication with all designated clients at all times 
• Ensure all actions and requests are followed up in a timely and professional manner 
• Attend formal contract review meetings in line with the Service Level Agreement 
• Ensure Meeting Minutes are compiled and distributed in line with the Service Level Agreement 
• Visit Client’s sites as required and appropriate to ensure the Client’s and the company’s service standards are maintained at all times and that the Area Manager(s) and Site Supervisors proactively communicate with their clients 
• Ensure new contracts are mobilised in accordance with the New Contract Start-Up Procedure and as specified by the Directors 
• Ensures effective communication with Contractors and Suppliers to ensure all sub-contracted services are managed to agreed standards, costs and timelines. 

Core Competencies 
• Minimum of 5 years’ experience in the FM industry in a similar or related role 
• An experienced motivational staff manager 
• Exceptional knowledge of processes and equipment 
• Fully conversant with Health and Safety and COSHH Regulations 
• Highest quality standards and customer service are key to this individual 
• Enjoys learning new aspects of the role 
• Able to dissect and resolve problems that arise 
• Excellent communication skills at all levels both internal/external 
• Exceptional time keeping and attitude to flexibility 
• An Individual who takes full responsibility for the task taken on 
• PC literate and excellent working knowledge of MS Office 
• Willing to work unsociable hours 
• Valid UK driving license 
• Physically fit to carry out general duties 
• Highly polished individual 
• BICS and H&S qualification would be an advantage 

If you feel you are the person we are looking for please send your CV in Word format, quoting reference 258/4/MM. Please give details of your current remuneration package and your availability. We regret we cannot take telephone enquiries relating to this vacancy, due to the high level of responses expected.