Operations Manager

About the Role:

Global Workplace Solutions (GWS) is a division of CBRE which supports occupier clients of all sizes, through facilities management, project management, advisory and transaction services, realising potential in every dimension. Our vision is to create the real estate solutions of tomorrow, so businesses and people thrive.On the client account, our CBRE team provides facilities management and project services across a large and diverse property portfolio across the UK.

Our strategic goals for the account is to have high performing and engaged colleagues working in a world class safety culture, whilst delivering exceptional customer experiences, service excellence and value for money.

The purpose of our Operations Manager is to manage the day to day running of the contract. Additional support from a mobile team in Scotland, a North mobile team, and a Southern mobile team. These teams will not fall directly under you, but there is an expectation to build rapport and relationships with engineers and supervisors to ensure standards and SLA's are met.

You will provide management and development of CBRE staff whilst ensuring operational commitments are met and exceeded across the UK. This role reports into a National Account Manager, and directly manages a team of seven.

What You'll Do:

• Provide leadership to ensure that contractual commitments are met and exceeded
• Ensure that opportunities for the strategic development of the contract are leveraged, to deliver increased turnover and profitability, ensure additional services and projects are added
• Ensure business policies and processes are effectively communicated and implemented
• Ensure that contracts provide a healthy and safe working condition and that both CBRE and SJP quality, health and safety policy and process is effectively implemented across both CBRE and subcontractors' activities, and systems operate to ensure regular review
• Ensure cluster training matrices are up to date and issue training via talent coach
• Identify, track and influence key PMS/KPI and financial performance metrics to deliver required performance in your cluster
• Ensure appropriate audit, and control systems to ensure statutory, policy and contractual commitments are met
• Ensure a customer focus within all areas of operational activities, and that effective relationships are maintained with customer contacts
• Promote and maintain the core values of CBRE
• Ensure that the contract is resourced by fully competent teams
• Provision of leadership guidance, advice, coaching and direct support, where required to deliver best practice selection, training, assessment, and recognition/reward.
• Support effective business communication through advice, review, and direct contribution to management and team meetings.
• Develop an exceptional partnership with key suppliers to deliver and improve appropriate workplace environments collaboratively
• Implement and monitor cost saving initiatives for the account
• Monitor and identify areas for improvement as a matter of course
• Ensure robust contract reviews are in place across regional teams with check and challenge of detail and are used as coaching and development opportunities
• Identify and act on safety trends and reports to create interventions to protect the business, our people and drive continuous safety improvement
• Measure and track quality at all levels in your region and act where quality standards drop below expectation
• Ensure mandatory processes are in place, and are compliant including but not limited to; line management auditing, QHSE objective setting and tracking, Dynamic RA, H&S scenario training and RIDDOR investigations
• Ensure your team has the skills and motivation to carry out their roles to the best of their abilities
• Be visible and accessible to the team and customer
• Ensure all colleagues within the Region are appraised annually and development plans put in place and followed through
• Ensure all colleagues within the Region have clarity over scorecard targets (where applicable), objectives, continual achievement against these targets or their perceived general performance

What You'll Need:

• Previous facilities management experience
• Motivational and influencing skills, with high levels of personal integrity
• Organised, able to prioritise and deliver within business critical environments
• Ability to balance strategic thinking with tactical delivery for client satisfaction
• Ability to manage conflict and crisis situations effectively with diplomacy and sensitivity
• BIFM and technical background is desirable