Senior Portfolio Operations Manager

We are seeking an enthusiastic and dynamic Senior Portfolio Operations Manager to oversee our exclusive client contracts in London. The ideal candidate will have extensive experience within the Front of House industry, hospitality, and/or the corporate sector, along with a natural flair for customer service to lead and elevate standards across all contracts.

This is a full-time role, working Monday to Friday, 9-5, with flexibility depending on operational requirements. The position is based in our London office in Mayfair, working alongside a dedicated and energetic team.

We offer a competitive salary of £55,000, 28 days holiday including bank holidays, and eligibility for an annual performance bonus after successful completion of a 6-month probation period.

• Manage the daily operations of the Operations Support team.
• Conduct site visits and audits; act as the primary client contact.
• Report and liaise regularly with the Head of Business to ensure effective communication.
• Oversee recruitment and staffing for your contracts.
• Develop and mentor the operations support team, including training, appraisals, and support on operational matters.
• Collaborate with the Guest Experience team to ensure clear communication and high standards.
• Maintain standards in line with company SOPs.
• Coordinate with the control room for resource planning and allocation.
• Ensure compliance with all company procedures, including audits and health & safety policies.
• Motivate and manage the team to improve service quality and customer experience.
• Develop and maintain strong client relationships.
• Handle feedback and complaints to protect the company's reputation.
• Implement effective controls and systems for smooth contract operations.
• Address HR issues promptly following company protocols.
• Conduct performance reviews and set development goals for team members.
• Identify and develop sales opportunities in collaboration with the commercial team.
• Travel as required for site visits.
• Ensure KPIs are met and reports are completed and shared with clients.
• Lead weekly operational meetings.
• Innovate and propose ideas for contract improvement.
• Support marketing and social media efforts as needed.
• Manage incidents per company policies.
• Deliver presentations and compile data for client reports.
• Participate in quarterly company meetings.

• Excellent communication and interpersonal skills.
• Minimum 3 years' experience in front of house/corporate management with a customer service flair.
• Strong organizational skills.
• Proficiency in Excel, PowerPoint, and Adobe.
• Immaculate presentation.
• Proactive, able to work under pressure, and problem-solve effectively.
• Professional, driven, flexible, enthusiastic, and a team player.
• Maintain confidentiality at all times.
• Openness to obtaining an SIA license for security awareness.
• Minimum 5 years of verifiable work history.

• Nest Pension Scheme
• Training and Development Opportunities
• Performance Bonus
• Staff Socials
• HSF Healthcare
• BUPA 24/7 Mental Health Support
• Cycle to Work Scheme

PROception is committed to equality of opportunity and a workplace free from harassment or discrimination. All employees are responsible for upholding these principles and reporting any incidents. We are a Disability Confident Employer and welcome applicants with disabilities.

• Integrity: Upholding the highest standards of honesty and reputation.
• Transparency: Building trust through openness.
• Accountability: Taking responsibility for commitments and standards.
• Professional Image: Maintaining high standards of presentation and conduct.
• Working with Others: Collaborating effectively with colleagues and partners.
• Cultural Diversity: Embracing and respecting diverse backgrounds.
• Training and Development: Committing to continuous improvement and skills development.

The duties may be varied or additional tasks may be added as needed.