Bridge Recruitment have an exciting opportunity for a Regional Operations Manager to join the Team of one of our clients, a family run business delivering daily cleaning services to clients in every sector across the UK. Our client builds and maintains excellent long term relationships through delivering a first-class service, bespoke service delivery and by listening to their customers' needs. The position of Regional Operations 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 and maintain a reputation to exceed in the delivery of excellent customer service to ensure contract retention. The ideal Regional Operations Manager would have a minimum of five years of management experience preferably in the cleaning sector, and will possess industry relevant qualifications.
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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 as per the contract and/or operating practices
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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 expectation
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Build an account management role to gain a full understanding of the client expectations, wants and future development requirements so that the company can produce service offers to meet them
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Develop and maintain an effective operational contract management team, ensuring compliance with all operational KPI’s, reviewing activity on all contracts regularly and promoting innovation/best practice and service development to deliver best value and generate customer loyalty
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Responsible for ensuring that all company KPI targets are adhered to in order that consistent standards across the business are delivered
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Ensure that an understanding of customer KPI / SLA requirements are known so that accurate information can be provided to deliver customer reports
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Ensure you know and meet with the Decision-Making Unit (DMU) of any contract as required or scheduled by the Operations Director
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Ensure service requirements are adhered to as per schedules set by Line Manager including the quality of standards produced and overall customer satisfaction
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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
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Know and understand the company values and ethos to ensure that this is disseminated throughout the business
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Ensure that timesheets and other financial documentation are accurate and processed within the required timescales
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Ensure that training targets are met, and the relevant forms are completed and submitted for all sites within the specified remit
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Bring all reports of customer dissatisfaction to the attention of the Line Manager and agree actions
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Manage direct reports, i.e., Area Managers, Contract Manager, supervisors to ensure that cleaning operatives have the tools, training and ability to complete the tasks being asked of them
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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 your responsibility
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Ensure a thorough investigation of all accidents/ incidents, grievance and disciplinary issues in line with company procedures with the ability to institute further action if required as directed by the Operations Director and HR, implementing corrective action and training where needed
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Manage operational activities to ensure they meet with company and legislative requirements for Health and Safety, quality management, environmental issues and general duty of care
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Specialist projects as agreed with Operations Director to support the needs of the company
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Compliance to company policy, procedures and management reporting timetable
