Operations Manager

ABM; Greater London; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

24/7 GP

Mental Health support

Get Fit Programme

Cycle to work

Perks at Work

Job summary

ABM in London is seeking a Cleaning Lead to manage a prestige site’s cleaning operation. The role covers day-to-day operations, HR processes, payroll, recruitment, and client liaison to ensure the contract remains financially and operationally sound.

You will lead the team to maintain high cleanliness standards, engage staff, and drive guest experience. This is a 40-hour per week role on a 24/7 site, with a strong emphasis on safety and quality.

Qualifications

• BICSc qualification is required for this role.
• IOSH certification desirable.
• Excellent leadership and people management skills.
• Experience in cleaning operations and facilities management.
• Strong HR processes experience including payroll and recruitment.

Responsibilities

• Lead the Cleaning team to create a positive, motivated work environment.
• Plan and oversee all cleaning operations across a 24/7 site.
• Develop training and succession plans for staff.
• Manage budgets, payroll, and manning levels with transparency.
• Ensure compliance with Health & Safety, ISO9001 and GDPR.
• Deliver high standards of cleanliness and guest satisfaction.

Skills

Leadership

People management

Operations planning

HR processes

Training & development

Budget management

Quality audits

Health & Safety

Customer service

Education

BICSc qualification

IOSH (desirable)

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

PowerPoint

Job description

LOCATION: London, SW1Y 4PD

SHIFT PATTERN: 40 hours per week

Salary: Competitive

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at. We're here to help!

ROLE OVERVIEW AND PURPOSE

The Cleaning Lead will be managing the cleaning operation at a prestige site in the heart of London. The

site operates seven days per week and has a 24-hour operation. The Cleaning Lead will have day to day

contact with the client and will be responsible for the complete running of the site cleaning operation

which will include, operations, HR related processes, HR related process, management reporting, client

liaison and the financial well being of the contract (to name a few).

The Cleaning Lead is a key element in overseeing the daily running of this prestige offices in the heart of

London from a cleaning perspective to ensure a welcoming, clean and safe environment whilst working

closely with all teams. The Cleaning Lead is responsible for the implementation of the strategic direction

for Cleaning Operations on site, building the operating model including enhanced clean regimes, recruiting

and engaging the cleaning team all with a focus on enhancing guest experience. The Cleaning Lead must be

a leader and a role model to the cleaning team on site ensuring an engaged and positive culture while

maintaining a well-run effective and innovate cleaning operation.

The job holder will be part of the duty management team and will oversee a team of cleaning operatives

who work on a shift basis both days and nights, ensuring all facilities remain well presented, safe and clean

at all times. He/ she will be the guardian to ensure that all are fit for purpose and all colleagues are

OUR VALUES AND BEHAVIOURS

Respect - This means respecting each other, great communication, valuing contributions, respecting

differences and supporting one another.

Collaboration - This is all about teamwork and remembering that we are all working towards the

same goal. It’s also about how we work with our clients and their other suppliers. We are one team!

Integrity - This is about being honest, reliable and trustworthy and always delivering on promises.

Innovation - This is about striving to always improve, working smarter, coming up with new ideas

and having the confidence to share them. At the same time it’s about embracing change.

Excellence - This is all about striving to be the very best brand ambassador, exceeding expectations to

build value and give us and our clients a real competitive advantage.

Trust - This is all about being consistent, organised and reliable. It’s also about doing what you say

you are going to do and not promising what you can’t deliver.

compliant with the standards and behaviours commensurate with a high-profile client. Cleaning Lead will

ensure the cleaning operation achieves the high standards and positive interactions with the clients and

the client’s visitors.

Main Duties

Key Responsibilities/Accountabilities:

• Lead the Cleaning team to ensure there is a positive, motivational, supportive working environment.
• Ensure advanced planning of all cleaning operations including periodic tasks with clear schedules and sign off of all duties and tasks complete.
• A focus on training and development of the team to establish good working practices with a vision and focus on both cleaning operation and creating meaningful positive customer experience interactions.
• Ensuring excellence for cleaning operations throughout SJQ includes, but not limited to:
  • Security, Health and Safety and compliance
  • Cleaning standards
  • Colleague Grooming and presentation
  • Guest and Staff Interaction & Staff courtesy
  • Ambience of Centres
  • Best Practice and Innovation
• Provide professional support to the business in service-related matters and to the client in all contractual matters
• Ensure high standards are always achieved, being flexible to meet the changing operational needs on a continual basis and to suggest new initiatives to ensure continuous improvement and best practice are continually delivered.
• Take full ownership and manage to conclusion all cleaning feedbacks or complaints.
• Focus on strategic planning and implementation of best practice initiatives and innovation ensuring we remain at the forefront of cleaning and operational practices.
• Ensure the cleaning and presentation team are equipped and have the knowledge to positively impact the guest experience for all estate users daily
• Work closely with all stakeholders and departments at the site adding value and promoting team work throughout.
• Manage and report on all cleaning operational budgets with full transparency including forecasted spends.
• To control the delivery of the colleague’s rosters, completion of payroll and correct manning levels ensuring compliance is always maintained
• Lead and advise the team in managing absence and holiday records including sickness and annual leave for all colleagues
• Carry out and manage daily centre audits to ensure high standards of cleanliness and safe environment is always evident throughout the centre
• Manage recruitment, induction training, developing, and retaining of colleagues and ensure continued ongoing focus and report on monthly
• Ensure adequate quality performance measures (KPI’s/SLA’s) are adhered to and any non-compliance is resolved in a professional manner with clear plans and next steps visible to all
• Conduct quality audits to ensure service delivery adheres to the requirements of ISO9001 and that outcome achieves / exceed client expectations
• Ensure strict compliance to the Data Protection Act, GDPR and associated regulations
• Delivery excellent leadership, communication and motivation to the site-based team including communicating daily so that a sound communication channel exists in order that team goals can be achieved.
• Ensure on-site Supervision Team manage their teams ensuring they are fully conversant with their individual tasks and responsibilities.

Team Management

• Lead and support a number of direct reports, including holding regular one-to-ones, and creating development plans for the team.
• Be part of duty management rota.
• Ensure the team deliver exceptional operational standards along with excellent and meaningful guest interaction
• Always ensure effective and consistent communication throughout the team with the assistance of the Operational Supervision Team.
• Work with the Senior leadership team and Operations management team to forward plan staffing ensuring capacity is met, with particular attention paid to how the service is scaled during peak without sacrificing on SLAs.
• Ensuring all team members are valued employees and have clear development plans.
• Work alongside HR and Learning and Development teams to deliver Guest Experience training for all colleagues and participate, where necessary.
• Encourage training which empowers the team and gets new team members up to speed and achieve scale during peak quickly. World class customer service being the goal.
• Identify training needs for your direct reports and work with the SLT on training plans for the Cleaning / Presentation Operational team.

Communication

• Ensure effective operational communication including meetings, handovers and reporting.
• Attend daily/weekly/monthly business progress meetings and team meetings as required.
• Written reports to aid in company communication both internally and externally should prove concise and sound.
• Communication of the Business Plan objectives should be applied to all levels of the business.

Brand Enhancement

• Ensure that the Centre Brand Guidelines are always adhered to and develop the team to deliver first class customer service.
• Ensure close liaison with the senior leadership team including Operational Management, Retail & Hospitality, Technical Services, Marketing and Business Development Manager, to understand team involvement and requirements for aspects of the client.
• Consistently exceed customer expectations and deliver long term, sustainable customer satisfaction both internally and externally.
• Satisfy guest expectations of value by understanding the relative importance they place on quality of services and facilities.

General Responsibilities

• Be continuously on the look-out for new world-class services and systems that would enhance our cleaning operation and guest experience offering.
• Lead the cleaning and presentation standards throughout the estate ensuring continuous improvement and review throughout
• Ensure that Standards of Excellence are consistent in all our cleaning and presentation standards.
• Set the example of being a Luxury Hospitality/Retail Services representative within SJQ in behaviour, presentation and in all means of communications.
• The success of the function is measured by specific KPIs.
• Preferred experience in similar role ideally within either the high profile corporate industries.

Requirements – Personal Characteristics

• Able to work weekends/late nights, shift cover to ensure full management of our operation.
• Able to have difficult conversations, clearly explains initiatives in sufficient detail to gain understanding, and the support of internal and external customers and partners.
• Considered a ‘go to’ person recognised as a role model internally and externally.
• Credible across service areas, creates positive working environments, manages conflict.
• Demonstrates high personal standards, able to identify positive behaviours in others.
• Demonstrates consistent excellence in standards, behaviours, knowledge and skills.
• Develops knowledge and skills of others to deliver objectives.
• Experienced in influencing people, including people senior to their role.
• Experienced in training, coaching and developing others.
• Innovative and creative, challenges accepted beliefs.
• Motivated to participate in development opportunities that increase capability and performance.
• Self - aware, positive interpersonal skills yet determined. Bounces back after setbacks.
• Willing to integrate across service areas, cross functional customer experience improvements are developed and implemented to the benefit of the organisation.

Requirements – Qualifications

• Microsoft Outlook, Word, Excel, PowerPoint.
• Proven experience in operational management
• Proven experience in developing others.
• BICSc qualification
• IOSH (desirable, but not essential)

HEALTH & 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

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our

About ABM:

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.

For more information, visit.

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.