Operations Support Manager – Workforce in Crawley

About The Company

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award‑winning services within facilities management, hard services, cleaning, security and catering. Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

About The Role

As an Operations Support Manager, you will own and control a critical operational portfolio across the national HMCTS security contract, enabling outstanding service delivery and KPI compliance through the effectiveness of your work. You will be a figurehead for the discipline you represent, setting standards both internally (across the contract workforce and the wider OCS business), as well as externally (engaging with HMCTS as well as external suppliers, as appropriate).

You will lead the Workforce portfolio, with a mandate to control and organise the master data, colleague‑level fidelity and organisational structure behind the operational workforce, as well as projecting and forecasting recruitment needs based on patterns of leavers, changes in contractual requirements and recruitment and onboarding performance at region and area level.

We see this role as a strong opportunity for a candidate who wishes to achieve an apprenticeship, fully supported by OCS, as part of their full‑time employment.

Key Responsibilities

• Owning and controlling the operational workforce plan – maintaining a detailed and rigorous knowledge of HMCTS core contract resourcing, drawing on the commercial team to understand the changing shape of the SPL and the associated resource needs.
• Acting as the gateway for workforce master data on MHR (iTrent), using your knowledge and influence to ensure that colleagues occupy the correct positions, with accurate reporting lines, and that their records reflect their true contractual terms including working hours and holiday.
• Understanding and controlling the vacancy position across the operational workforce, signing off Eploy vacancy requests and tracking the progression of candidates through the recruitment pipeline into the workforce, so that the sum of vacancies and filled roles matches the workforce plan.
• Managing the onboarding process for operational colleagues post‑recruitment – understanding their position in the pipeline, coordinating the onboarding steps such as IT, uniform and pre‑start learning, coordinating each colleague’s entry into the Lighthouse network, and handing off to the line manager after completion, working closely with the OSM Training & Skills throughout each cycle.
• Act as the contract SME for Inclusive Recruitment, building a network with Social Value colleagues from elsewhere in the Group to develop HMCTS into a beacon for Inclusive Recruitment.

Qualifications

• Excellent literacy and numeracy skills
• Exceptional personal standards of behaviour and integrity
• A confident and articulate speaker
• Strong personal presence with the ability to adapt to operational settings as well as external relationships
• Emotional intelligence to make effective judgements
• The ability to obtain a non‑frontline SIA licence as a minimum
• Competency in Microsoft software suite and other core applications including Timegate
• Outstanding attention to detail and the capacity to process large volumes of information
• A ruthlessness about process compliance in your own work and in the work of others

Working Arrangements

Primarily home‑based. You will also be required to travel occasionally to other parts of the UK to fulfil your duties as part of the national contract management team.

How to Apply

If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.

Equal Opportunity Statement

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.