Operations Manager

About this role

Description

SHIFT PATTERN: 40 hours per week

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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.

About facilities & operations roles for ex-police

Operations, facilities and site management roles. Running a shift, a custody suite or an operational unit is people-and-process management employers can use from day one.