Operations Manager

About this role

Operations Manager

Monday – Friday 7am-4pm Location: TW4 6DL

Every 3**rd**Saturday

Alexanders is a high-quality, multi-award-winning relocation and storage company based in London, and the winner of the highly coveted ‘Domestic Mover of the Year’ award by The British Association of Removers. With over 1,000 London domestic and commercial removals a year, from one-bedroom flats to Nash mansions, Alexanders’ focus on being the best also extends to complex business relocations, business storage services, school removals, office removals, and shipping.

The Operations Manager is responsible for the safe, compliant, efficient and consistent delivery of day-to-day operations. The role combines operational control, people leadership, planning, performance management and continuous improvement.

The Operations Manager is accountable for ensuring the operation is properly planned, employees understand what is expected of them, appropriate standards and controls are maintained, operational information is accurate, and problems are identified and resolved. The role is expected to lead the operation rather than simply administer it.

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1. People leadership

· Provide visible and consistent leadership, communicate priorities and set clear expectations and responsibilities.

· Allocate work appropriately, hold employees accountable for delivery and recognise good performance.

· Coach employees, develop capability and build effective supervisors, foremen and future leaders.

· Create a culture in which problems are raised early and employees understand the standards expected of them.

2. Performance management & HR

· Monitor attendance, timekeeping, conduct and performance and address poor performance promptly.

· Hold clear and constructive performance conversations, agree improvement actions and follow them through.

· Undertake appropriate fact-finding or investigations and support probation, absence, disciplinary and grievance processes.

· Maintain appropriate management records and escalate significant employee matters to HR or senior management where required.

3. Operational standards, health & safety and compliance

· Ensure company policies, safe systems of work and applicable legal obligations are followed across 2 sites

· Maintain appropriate PPE, training, equipment and operational safety standards.

· Identify and correct unsafe or non-compliant practices and ensure incidents, near misses and material risks are acted upon.

· Escalate significant compliance or health and safety risks promptly.

4. Continuous improvement

· Actively challenge inefficient or outdated working practices and identify root causes of recurring operational problems.

· Introduce sensible process improvements, standardise effective methods and make appropriate use of systems, technology and data.

· Encourage improvement ideas from the team and measure whether changes deliver the intended result.

6. Performance & KPI management

· Understand the key measures of operational performance and routinely review performance against agreed standards.

· Explain material variances, develop corrective actions and ensure actions have clear owners and completion dates.

· Provide senior management with early visibility of risks, underperformance and decisions required.

7. Quality & customer service

· Maintain operational service standards and review complaints, damages, claims and service failures.

· Investigate root causes and implement corrective action rather than simply treating the immediate symptom.

· Identify recurring trends and use failures as opportunities to improve operating processes and employee capability.

· Speaking to customers to resolve issues

Requirements

Counter balance forklift licence

Driving license and experience driving 3.5t Luton vans

This is a hands on role