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Overall Purpose of the Job
To manage the service delivery of a very exclusive contract portfolio fulfilling key elements such as service quality, promoting team ethos, client satisfaction and continuous improvement.
Main duties and responsibilities
- Adopt commercial responsibility for the soft services element account ensuring that the financial objectives are met (account reconciliation, billing and trending).
- Manage cost control and review costs with the objective of reducing costs and achieving savings as per contractual glidepath targets
- Promote and deliver the aims of the Company to meet or exceed the quality levels and customer support objectives central to the Company’s core business.
- Manage a team of operatives and support hiring/selection, scheduling, payroll, training, coaching and development.
- Manage the soft services portfolio to ensure a quality service while maximising efficiencies.
- Ensure that control measures are in place to ensure that safe working environments exist to provide subcontractors with the facilities required to carry out functions without interruption to the Company’s business.
- Manage and be responsible for all aspects of the portfolio under your control.
- Ensure that the service delivery is managed in line with the SLA and KPI’s.
- Establish and manage quality measures and procedures in conjunction with the Company to enable two-way communication, ensuring feedback and continuous improvement is achieved
- Facilitate and manage training requirements to ensure that staff are fully trained in all aspects of the service provision
- Ensure that all HR policies and procedures are complied with for the team
- Prepare monthly reporting for all services covered under contract
- Attend frequent meetings to discuss progress of service and arising matters.
- Administer formal management and reporting procedures
- Ensure safe systems of work are in place for all operations by managing and addressing the Health & Safety requirements of each function
- Ensure compliance with all statutory and company procedures
- Suggest and implement improvements and innovations in service delivery
- Form a good working relationship with the Client ensuring satisfaction is sustained at all times.
- Management of contractual documents and KPIs to ensure our risk is minimised and profit is maximised
- Effective sourcing and utilisation of materials and subcontractors.
- Conduct regular site audits to ensure that the specified standard of work is maintained and all site logs and documentation are kept up to date
- The timely and accurate production of all client reporting requirements including the design and generation of any bespoke reporting/documentation that supports Client relationships and has the potential to further develop the contract base
- Take on adhoc projects from time to time as deeded necessary by your line manager and the Director
- Improve existing operations practice and procedures with a view to achieving ‘best-in-class’ approach
- Management of staff rostering and monitoring to ensure supervisors are fulfilling their duties.
- Assure that employee grievances are heard and resolved (with help from appropriate support employees, as required) and that personnel records are updated and accurate (Change of Status forms, rosters, etc.) Manage uniforms, equipment, supplies and vehicles utilized at the account(s), maintaining appropriate inventories and maintenance checklists.
- Develop / maintain operational procedures so that a valid, site-specific manual is always available for emergency reference by the security staff including written assignment instructions
- Facilitate and manage training requirements to ensure that staff are fully trained in all aspects of the service provision.
- Perform any ad-hoc duties as requested by your line manager.
Person Specification
- Ability to develop and grow customer relationships.
- Experience in hiring, developing, motivating and retaining quality staff.
- Must be self-motivated and able to motivate others.
- Outstanding interpersonal and communications skills required.
- Must possess a dynamic approach to achieving continuous improvement
- Excellent people management and communication skills
- Customer focus management style
- Excellent communication skills
- Ability to make on the spot decisions
- Excellent problem solving skills and a ‘think outside the box’ approach
- Possess excellent commercial skills- ability to hold financial responsibility
- Ability to manage multiple priorities, complex situations, a diverse team of employees and client requirements on an ongoing basis.
Key Competencies
Staff Management, Financial Management, Integrity, Problem Solving, Conflict Management, Time Management, Customer Focus, Timely Decision Making, Motivating and Directing Others, Drive for Results, Tactical, Proactive Logical Approach and ability to take ownership.
Qualifications and Experience
- A minimum of 5 years’ experience working in a regulated Client environment
- At least 3 years of business management experience
- Knowledge/working within the cleaning/security function essential
- Third level qualification or trade qualification equivalent
- Member of a relevant professional organisation
- Garda Vetting would be beneficial.
- Financial and budgetary experience essential
- Project management experience
- A full clean driving licence is essential for this role
Ref. 13863