Area Operations Manager

Area Operations Manager (AOM)

Reporting to National Account Manager, Area Operations Manager (AOM) is a key role and is responsible for implementing the strategic direction of the cleaning operations, ensuring an engaged and positive team culture which reflect Integrals vision and values.

Hours: 40 per week

Location: London / M25 Orbital

A Full UK Driving License is required for this role.

Key Responsibilities

Leadership

• Lead the Cleaning teams 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 for 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 the site/building includes, but not limited to: - Security, Health and Safety and compliance, cleaning standard, Colleague Appearance and presentation, ensuring they are in a full and clean uniform. Guest and Staff Interaction & Staff courtesy

Best Practice and Innovation

• Provide professional support to the business in service-related matters 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 feedback or complaints.
• Work closely with all stakeholders and departments at adding value and promoting team work throughout.
• Manage and report on all cleaning operational budgets with full transparency including forecasted.
• To control the delivery of the colleague’s rosters, ensuring compliance is always maintained.
• Lead and advise the team in managing absence and holiday records including sickness and annual leave for all direct reports, ensuring wherever possible non-agency cover is organized to avoid staff and qualitative shortfalls.
• Carry out and manage Monthly audits to ensure high standards of cleanliness and safe environment.
• Manage recruitment, induction training, developing, and retaining of colleagues and ensure this is continued.
• Ensure adequate quality performance measures (KPI’s/SLA’s) are adhered to and any failures are 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.
• 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 direct reports in an engaged and positive manner.
• Ensure the team deliver exceptional operational standards along with excellent and meaningful building user interaction.
• 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 annual job chat (identify team members who wish to progress their career and work with HR & L&D to where possible put a development plan into plan.
• Work alongside HR and Learning and Development teams to deliver Customer Experience training for all colleagues and participate, where necessary.
• Identify training needs for your direct reports and work with the SLT on training plans for the Cleaning / Operational team.

Communication

• Ensure effective operational communication including meetings, handovers, and reporting.
• Attend daily/weekly/monthly business progress meetings and team meetings as required.
• Deliver written reports to aid in company communication both internally and externally should prove concise and sound.
• Ensure complete confidentiality when communicating with a client, making sure that we do not share Internal Integral positions.

Brand Enhancement

• Ensure the behaviors of yourself and your team reflect the Integral/Jll Brand & Culture
• Drive and enhance opportunities to deliver a more sustainable service delivery.
• Consistently exceed customer expectations and deliver, long term sustainable customer satisfaction.