Operations Manager

Mitie Cleaning & Hygiene Services; Leeds; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A leading facilities management company is seeking an Operations Manager to oversee key accounts and ensure exceptional service delivery. The role involves strategic planning, team leadership, and financial management, with a focus on client satisfaction and operational excellence. The successful candidate will embody the company's values and drive continuous improvement across various contracts. This position offers a hybrid working model and a competitive salary, along with numerous employee benefits.

Benefits

Flexible lifestyle benefits

High street discounts

Cycle-to-work scheme

Enhanced pension contributions

Cash prizes for employee recognition

Qualifications

• Demonstrates knowledge of Health, Safety, Environment, and Quality systems.
• Excellent ability to problem solve and find robust solutions.
• Strong financial acumen and ability with Excel.

Responsibilities

• Oversee management of strategic key accounts in cleaning contracts.
• Maximise revenue opportunities and profitability across accounts.
• Lead and motivate a team of Contract Managers.

Skills

Leadership

Problem Solving

Financial Acumen

Tools

Excel

PowerPoint

Job description

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Job Title: Operations Manager

Salary: From £40,000 per annum depending on experience, with company car.

Contract Type: Permanent

Type of Employment: Full Time

Location: Hybrid based in West Yorkshire, with contracts covering Leeds, Bradford, Manchester and Derbyshire

Job Objectives And Responsibilities

• Directly oversee the management of strategic key accounts within the portfolio, including retail and commercial cleaning contracts.
• Monitor the activities of the teams across all accounts to ensure they are achieving the strategic objectives set by the Head of Operations and ensure service is delivered in line with contractual SLA's and KPI's for all service lines.
• Maximise and develop revenue opportunities across the portfolio whilst increasing profitability of each account.
• Lead, develop and motivate a team of Contract Managers to deliver the exceptional every day.
• Embody the values of the LiveSafe programme ensuring direct reports complete all mandatory training and the team promotes a safe and healthy work environment.
• Attend monthly client meetings and develop professional associations with all key client stakeholders to maximise client satisfaction.
  
  

Main Duties

• Encourage, create and develop effective strategic relationships with key customers and their representatives, attending weekly conference calls, monthly meetings and quarterly contract reviews.
• Guide the understanding of the Contract Managers regarding the obligations and boundaries within the contractual agreement.
• Develop account plans to reduce overspend and maximise profitability on fixed price contracts.
• Carry out finance mid-month reviews with finance business partner to understand financial performance of accounts to forecast and budget and track any actions required to remedy based on in month and year to date performance.
• Deliver P&L according to targets set annually.
• Ensure payroll is correct and processed in a timely manner in line with the labour budgets set with the cost model.
• Track all budget streams versus spend and implement corrective actions as required via management team.
• Ensure additional once off work outside of specification and/or scope is documented with the client, actioned and costs recovered.
• Ensure cost control documents are kept up to date with variations to contract.
• Update billing with contract variations to ensure revenue is maximised and costs recovered.
• Resolve operational problems through identifying route cause and putting in place permanent solutions.
• Ensure compliance to Q-Audit completion for all contracts by the team on a monthly and quarterly basis as defined by the contract.
• Review Q-Audit failed audit scores, with performance improvement plan to resolution.
• Review and track plant equipment, maintenance, and compliance for client.
• Hold regular meetings as required to engage, motivate and managed your team, developing and communicating the strategy, ensuring it is aligned with the wider cleaning business strategy.
• Ensure that escalated customer complaints have appropriate action plans in place, which are monitored and effectively closed down swiftly.
• Support team with creation and implementation of Client Management Information reporting packs, which are delivered as part of monthly contract review meetings.
• Strive for continuous improvement by means of innovations new market through creation of an account technology roadmap, supported by Mitie CHCE.
• Deal with escalated HR issues from Contract Managers and support and guide through HR activity.
• Ensure all team members and their respective teams completed all mandatory training courses on the Learning Hub.
• In conjunction with HR ensure employee issues are dealt with according to company policy
• Attend internal and external meetings as required.
• Ensure the full life cycle of recruitment, induction, appraisal, development, succession planning is carried out regularly and in accordance with Mitie's policies and procedures.
• Create a professional working culture between employees, contractors and clients and share best practice.
• Comply with all Mitie policies and procedures
• Comply with all Mitie Health and Safety policies and procedures ensuring work is carried out in a safe manner.
• Share industry news and best practice with the client, including Mitie Group developments and initiatives.
• Review cost saving initiatives to work in partnership with the client
• Review social value opportunities to support Mitie and clients in the community.
• Engage with the client on plan zero commitments and how Mitie can support.
• Adapt to change and new technologies available to enhance and develop our contracts including Merlin and other software platforms.
• Brand ambassador for Mitie promoting employee benefits and enhancing engagement, supported through Mitie Star reward scheme.
• Achieve customer satisfaction demonstrated through NPS survey engagement and results.
• Manage own time effectively to complete all given duties within role.
  
  

Person Specification

• Can demonstrate knowledge and understanding of Health, Safety, Environment and Quality systems and the management of safe systems of work associated with the role and work environment.
• Able to represent Mitie effectively at both internal and external meetings
• Can demonstrate where they have lead by example in all role activities
• Excellent ability to problem solve and find robust solutions
• Able to command respect of team and customers by been confident and considered in actions and behaviours
• Good leadership and management skills
• Able to multitask and good with logistical solutions
• Excellent report presentation skills including competent use of word and powerpoint to a high standard.
• Strong financial acumen and basic to intermediate ability with excel.
  
  

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .

Since 1987, Mitie’s 72,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

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Seniority level

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Employment type

• Employment type

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Job function

• Job function

  Management and Manufacturing

• Industries

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