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Regional Operations Manager
Job Title: Regional Operations Manager
Location: London
Please note this role requires NPPV & CTC vetting.
Job Overview
* Effectively manage a designated portfolio of locations, ensuring that all core and ad hoc hours are fulfilled by engaged, motivated, vetted and trained officers to meet contractual obligations and exceed Client's expectations.
* Contribute to the success of the contract by implementing best practice, driving continuous improvement and ensuring compliance to the AI's, SOP's and safety and regulatory standards.
* Lead and investigate any complaints or incidents, complete reporting to the FM Integrator within the SLA, and create remedial action plans while identifying areas for improvement and ‘lessons learnt' to help develop staff and processes.
Main Duties
* Recruit, retain, performance manage and motivate all site-based employees to ensure they are working at optimum performance levels to meet and exceed expected standards on multiple sites, including the dedicated relief pool of officers.
* Lead a team of mobile and static supervisors ensuring they have the necessary tools and training to carry out their roles, prioritizing the onsite team's welfare.
* Provide adequate induction and training, advice and support to make the onsite teams successful, including knowledge and use of key systems, tools, and awareness of policies; undertake regular appraisals; provide open feedback on progress and career development; and use sanctions for underperformance to encourage improvements.
* Manage recruitment and succession planning with the support of the contract administrator to ensure the portfolio has the capability to deliver consistent high levels of service, ensuring all vacancies are advertised and processed in a timely manner.
* Maintain and review Assignment Instructions and Risk Assessments, completing regular reviews to ensure officers' understanding and compliance.
* Carry out regular performance reviews with the onsite teams.
* Be the main point of contact to local stakeholders on the portfolio, building positive working relationships to fulfill the client's core and ad hoc security requirements and expectations.
* Actively promote consistent service excellence to deliver KPI/SLA requirements and provide regular reporting for formal meetings.
* Ensure adherence to the contractual complaints procedure and reporting, conducting robust complaints/incident investigations and creating remedial action plans for identified issues or shortfalls across the contract.
* Participate in the rotation of a weekend working schedule (Out of hours rota) as part of the duty manager responsibilities.
Health and Safety Responsibilities
* Follow Group and company policies and procedures.
* Report any apparent deficiencies in systems of work or equipment that may result in failure of service delivery or risk to health and safety or the environment.
* Use all work equipment and personal PPE properly and in accordance with training received.
* Report any issues or training needs to your Line manager and/or via your divisional incident reporting system.
Information Security
* Ensure compliance with Mitie's information security procedures in all activities.
* Proactively identify and report security risks to your manager.
* Report actual and suspected security incidents.
What are we looking for?
* Security management experience and a physical security SME with previous experience of client interaction.
* A can-do attitude to listen to client's requirements, concerns, and experience in creating plans to address shortfalls with demonstrable capability to conceptualize, produce, and maintain a continuous improvement plan.
* Knowledge and understanding of Health, Safety, Environment and Quality systems and the management of safe systems of work associated with the role and work environment.
* Previous experience in supporting incident and event management.
* Extensive people management experience.
* Willingness to travel to sites as required.
Our market-leading offering provides you with benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household. We offer financial wellbeing assistance through our Salary Finance scheme, allowing access to 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices, where you can purchase up to five extra days’ holiday each year, buy critical illness insurance, seek dental treatment, or buy technology products at an affordable cost. We offer high street discounts from thousands of well-known retailers, gyms, and more through our MiDeals platform, a cycle-to-work scheme, life cover of up to four times your salary, enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan.
We award our employees with Mitie Stars as recognition for their hard work, with cash prizes available monthly and a chance to win a top prize of £10,000 at the end of the year.
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition and need us to make any reasonable adjustments during the recruitment process, please let us know by emailing.
Since 1987, Mitie’s 68,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites, as well as hospitals and schools.
Join our Mitie Team. Together our diversity makes us stronger.
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