Operations Manager - Strategic Accounts in London

• Region covered: UK & Europe
• Reports to: Strategic Accounts Director

The Role

As the Operations Manager you will be responsible for managing the day-to-day operational activities of the Strategic Accounts department, including providing leadership, support and promoting ownership of work.

You will also be responsible for all aspects of the Strategic Accounts projects' requirements for the business including always ensuring compliance with all relevant regulations and standards.

Duties and Responsibilities

• Building and maintaining effective working relationships with stakeholders across various areas of the business
• Responsible for the continued professional development of team members to build a high performing and motivated team
• Leading and managing the team, setting performance targets to deliver agreed priorities, operational targets, KPI's, XLA's SLA's and any other measures as set out in the organisational plans
• Ensuring team members are aware of the company strategic objectives, mission and vision and how they can contribute towards them
• Ensuring effective and detailed team briefings relating to communications from across the business including the Senior Leadership Team and the Senior Management Team
• Developing, maintaining, and promoting good working relationships with colleagues in the Senior Management Team to ensure effective communications and teamwork
• Be the lead point of contact for all key customer contracts, anticipate customer needs, ensure customer deadlines are met and support the contract to ensure customer success and contractual compliance
• Supporting sales by building and nurturing key account relationships through strategic planning and cross-functional leadership
• Working effectively with the Sales team to increase prospects, opportunities, and award wins
• Effectively identifying, building and maintaining internal key departmental contacts and stakeholder relationships to always ensure positive outcomes and cross functional working
• Taking ownership of the project delivery including implementing, monitoring, and developing construction programmes and financial controls to ensure individual key project performance measures are achieved
• Attending progress review meetings with external & internal customers and provide timely support and corrective actions, including complaint management and dispute resolutions, to ensure successful delivery of contracts, budgets and to optimise customer relationships and protect the business
• Ensuring compliance with industry standards and codes of practice, company quality and compliance standards and customer SLA's and take corrective action as appropriate
• Ensuring compliance with Health and Safety and Environmental (HS&E) statutory and regulatory requirements, standards and codes of practice, company procedures and customer SLA's and take corrective action as appropriate
• Leading by example setting the highest possible standards of leadership in promotion of HS&E procedures and best practice
• Proactively managing the team to ensure high levels of performance and achievement of contractual SLA's
• Managing staff allocation and assignment to projects to ensure Strategic Accounts can meet contractual obligations
• Supporting the day-to-day management of the delivery teams (Project Managers and Project Engineers, Subcontractors, etc.), including regular contract review and planning meetings
• Producing and analysing progress reports, updating costs and forecasts as and when the business and contractual requirements
• Monitoring quality and continually explore improvements in design and installation techniques and to provide regular feedback into the business to reduce cost and wastage

No job description can be entirely comprehensive and the jobholder will be expected to adapt and carry out such other duties as may be required from time to time, on the understanding that they will be within the individual's remit and capability, and consistent with the status and responsibilities of the role within the business.

Person Specification

Essential

• Contracts management experience in construction or engineering including relationship management and negotiating contract terms and conditions.
• Sound commercial awareness and costing of projects and contracts.
• Previous experience of working within Fire or Security or Data Infrastructure
• Extensive experience of managing remote teams.
• Excellent people management skills with the ability to influence, coach and mentor.
• Clear understanding of construction methods and sequencing.
• Clear understanding of construction Health and Safety requirements, including management of RAMS and sub-contractors.
• Demonstrable experience of providing professional and appropriate verbal and written communications with both internal and external customers at all levels.
• Experienced in achieving SLA's, identifying gaps against standards, and implementing improvement solutions.
• Demonstrable experience in achieving performance targets and driving performance through utilising metrics.
• Demonstrable experience in providing strong leadership and leading by example.
• Solid experience in effectively organising and coordinating multiple priorities whilst achieving tight deadlines.
• Highly resilient, responsive, and proactive, able to adapt to daily changes in workload and areas of focus.
• Excellent communication skills including preparing and delivering presentations.
• Good Knowledge of MS products, word, excel, Power Point and confident using IT software.
• Excellent attention to detail. Sound problem solving skills and analytical thinking with demonstrable experience of delivering actions plans to resolve issues and remedy disputes

Desirable

• Educated to HND level or relevant industry experience.
• NEBOSH, IOSH or SMSTS certification.
• Experience of resource
• Experience in Simpro or similar contract management software
• Good knowledge and experience of contract law and able to administer NEC3/4 and JCT
• CSCS card (or equivalent)

We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.

Working Conditions

Working from GBEC Office locations in the UK and visiting sites and client premises in the UK and Europe.

Group Compliance

As part of the companies compliance to The Health & Safety at Work Etc Act 1974, ISO9001 for Quality, ISO14001 for Environmental and ISO27001 for Information Technology, there are several key objectives that are issued each year upon management review that we expect all staff to work towards in order for the company to meet these objectives and include but are not limited to:

• Compliance to all legislative and British Standard requirements
• Compliance to associated accreditation bodies schemes from NSI, BAFE, LPCB, FIA and others as required
• Maximise customer satisfaction with the services provided by GBE Converge
• Working to reduce, renew and recycle any waste on and off our sites including our offices
• Protect the environment and ensure use of toxic materials is avoided where possible
• Work to best safe practice and ensure actions do not cause harm unto themselves or others
• Employees will not tamper with any issued PPE or plant machinery that it may cause harm unto themselves or others
• Ensure all minimum training requirement are met in compliance with the relevant ISO standards
• Ensure that any Information Technology ‘incidents' are effectively reported and resolved in a timely fashion (internally or externally)
• Maintain clear desk and screen at all times
• Compliance to ensure no deliberate breaches in security information and/ or systems
• Any accidents or incidents must be reported to supervisor & compliance
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