Operations Manager

The Key Account Director is responsible for achieving sales growth and assigned strategic account objectives, overseeing, coordinating, and supporting all aspects of a major Transport contract that they are responsible for, reporting to the Director of Operations. Duties include managing performance that has a positive impact in achieving key KPI benchmarking scores and ensuring robust adherence to all contract HSQE requirements.

Key Accountabilities

• Ensure Quality Audits are conducted as per contractual agreement.
• Monitor and manage targets set for the Contract Management team.
• Ensure training and induction is conducted for all staff.
• Ensure site supervision/management are utilising the Timegate system to complete employee wages on time.
• Ensure site supervision/management are utilising the Timegate system for the recording, booking and monitoring of all holidays, sickness and absenteeism.
• Attend to disciplinary and grievance issues as per the company procedures.
• Ensure Health and Safety regulations are adhered to at all times.
• Ensure all accidents/incidents are reported as per company policy and procedure.
• Ensure monthly material orders are correct and completed on time, by the contract management team.
• Ensure all areas of the contract remain within budgets.
• Ensure sites are adequately staffed within budget, to meet required standards.
• Ensure contingency plans are in place to ensure staffing levels are accurate and are within budget.
• Establish productive, professional relationships with key stakeholders in assigned customer accounts.
• Coordinate the involvement of other stakeholders, including support, service, and management resources, to meet account performance objectives and customers’ expectations.
• Proactively lead a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones for a one and three-year period.
• Proactively assess, clarify, and validate customer needs on an ongoing basis in order to prevent stagnation and bring in innovation where necessary.
• Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary personnel.
• Provide support across client sites by advising on SLAs, KPIs, objectives and projects.
• Interrogate management information systems which provide information to enable sound commercial judgement for decision making.
• Provide regular and one-off reports to the Director of Operations and clients as required.
• Action any changes or restructures required in line with legislation and Company procedures.
• Achieve defined strategic customer objectives in assigned accounts that meet company standards.
• Maintain high customer satisfaction ratings that meet company expectations (NPS Survey).

Skills & Experience required

• At least three years of working within the cleaning industry experience and management experience, ideally within the bus/public transport sector.
• Experience of managing staff and budgets is essential.
• Experience in managing a fleet cleaning contract, with set quality KPI’s.
• Excellent communication skills are essential.
• Driving licence required.

Client Satisfaction

• Ensure that regular formal and informal meetings are conducted with clients to identify issues or areas of concern and work closely with the wider Transport team to suggest actions and resolve concerns and issues.
• Regularly review client satisfaction level and act as appropriate.
• Develop innovative solutions to meet and exceed client requirements.

Financial Performance

• Key to the delivery of the annual budget and growth.
• Regularly review service delivery and identify potential issues which may jeopardise the retention of the service; work with management team and clients to communicate and rectify any issues or concerns.

Leadership and People

• Build rapport with customers/clients.
• Think strategically about partnership opportunities and solutions.
• Collaborate and communicate with all levels of stakeholders and decision-makers.
• Lead a culture of reward and recognition through the managing and development of processes to ensure employee retention and encourage appropriate attitudes and behaviours.
• Demonstrate leadership by ensuring that all Company policies and procedures are embedded within the contract.
• Establish team development opportunities and play a key role in developing employee engagement.
• Identify learning and development priorities across the contracts and arrange appropriate interventions.

Market Leadership

• Develop the reputation of Bidvest Noonan as the preferred and expert supplier within the Transport sector.
• Lead innovation and development within the contracts, maintaining market understanding and proposals for implementation of new ways of working.
• Develop external networks to enhance business opportunities and raise Company profile of activities.
• Support business development activity, working with the Business Development Team at tender preparation and contract mobilisation.

Bidvest Noonan is a team of 27,000 passionate and customer-focused people. We work together to deliver exceptional service and value to customers across the UK and Ireland. We recruit great people to deliver our services and we provide them with the resources, training, and direction they need to do their best work. We always put people first. Our people are exceptional and go the extra mile to deliver outstanding services. We celebrate and recognise their successes at every opportunity. At Bidvest Noonan, we strive to make each person feel appreciated, engaged, and supported so that they can reach their potential, knowing it has a positive impact on our overall success. Bidvest Noonan is highly committed to creating an inclusive environment where everyone can feel valued and respected. We are delighted to welcome applicants from our Armed Forces community and people from diverse backgrounds and identities.