JOB TITLE: Operation Manager
LOCATION: Northern Ireland
SHIFT PATTERN: Monday to Friday, 40 hours per week
SALARY: Competitive
Purpose:
To support the strategic management of the organisation and to ensure the smooth running of the business on a day to day basis. To provide leadership, management and support to all stakeholders. To be innovative and drive forward quality in standards, by leading and developing teams in the delivery of exceptional service and continuous improvement
Requirements
Service Provision
- Support and lead the delivery of services, through the Account and Site Managers, to meet the needs and exceed the expectations of customers within remit
- Ensure effective monitoring of contracts and maintain them to company standards within specification
- Build strong relationships with customers and ensure that teams follow suit, in accordance with their roles
- Provide assistance with, and ensure teams react in a timely manner to, any issues that arise, support their resolution within the scope of the contract(s)
- Monitor the delivery of key performance indicators (KPI), and deliver improvement through teams
- Identify customer service needs, propose and implement relevant solutions
People Leadership and Development
- Build and sustain a high performing team, by providing clear direction, strong leadership and focused targets
- Create internal succession and contingency plans and oversee recruitment, ensuring adequate headcount in your division
- Lead the performance cycle, ensuring team is supported, appraised and developed
- Manage poor performance, long-term sickness and employee relations matters appropriately, and follow relevant HR procedures
- Identify training needs and liaise with relevant Training and/or Learning & Development Manager
- Support the creation of harmonious working environments and proactively manage conflict at source, escalating as appropriate
- Maintain fair and inclusive working environments, free from discrimination or prejudice
- Ensure you are visible and contactable whilst on duty, and that plans are in place for escalation out of hours or during absence
Business Administration
- Ensure the team are paid correctly, on time and with minimal errors
- Ensure that all records relating to employment, including relevant qualifications and vetting, are maintained and updated as necessary
- Oversee the teams' holiday schedules and ensure that balances are not accrued unnecessarily across the year
- Ensure that operational equipment and company assets are used and maintained appropriately
- Ensure cost sheets are completed and/or updated accurately
- Oversee the delivery of all contracts to budget
- Oversee the invoicing and payment cycles, support the reduction of aged debt
Quality Management and Health and Safety
- Ensure and promote safe working environments
- Ensure site manuals are prepared and located on all sites
- Manage risks, ensure risk assessments have been undertaken and training has been delivered
- Ensure that all company policies and procedures are followed at all times
- Maintain and further own knowledge relating to relevant statutory and local legislation; ensure compliance to law
- Ensure the reporting and investigation of incidents, accidents and near-misses takes place in line with policy
- Complete relevant audits and questionnaires, and ensure remedial actions are taken where improvement is required
Skills And Experience
Essential Criteria:
- A full, clean driving licence
Desired Qualifications:
- School leaving standard qualifications in Maths and English; or an appropriate standard to meet the needs of the role
- A management qualification or appropriate relevant experience
Desired Experience:
- Experience within the relevant industry, or a similar environment
- Multi-site management experience
- Up to date understanding of legislation relevant to the role
- A minimum of four years' experience of leading teams at middle-management level
- Experience working within a results-oriented environment
- Proven experience within an outsourced setting
- Experience of project management, strategic planning, implementation and delegation skills
- Time spent in a customer service environment
Desired Skills:
- IT literate including knowledge of Word, Excel and Outlook
- Proven empowerment skills; well-developed influencing skills
- Good communicator, able to convey information in a clear, simple and warm manner
- Excellent leadership and management skills
- Able to motivate teams and actively support team members through change management
- Accomplished problem solver, able to support contract reengineering
- Able to diffuse and handle difficult situations/people
- Excellent client relationship management skills
Attitude / Motivation:
- Confident decision maker under pressure
- Flexible, reliable, responsible, calm in a crisis
- Positive and supporting of organisational change
- Positive attitude to private outsourcing
- Motivated by a desire to provide a professional service and to build a successful, efficient and committed team using effective systems
- Willing to continue professional development and to develop the role
- Willing to undergo, and provide, training/coaching in line with organisational philosophy
- Willing to work 5 days over 7 and out of hours as and when required
- Willing to travel to cover other regions as and when required
