Head of Operations in South West London

Join Zing, a reputable company with over 20 years of expertise in commercial cleaning across London. We are currently undergoing rapid growth and are in search of a dynamic Head of Operations to lead our team to success and manage client relationships. The Head of Operations is responsible for ensuring our customers' expectations are met or exceeded. With the help of three Regional Managers reporting to you, you will oversee whole business operations, mainly in the South East.

Basic Salary: £48,000 - OTE: £58,000 (if all bonuses are achieved)

Working Hours: 40 hours per week, Monday to Friday 9 am to 5 pm with some out of hours visits to customer sites within cleaning operations times, which might include early mornings and late evenings

Holidays: 20 days per annum + Bank Holidays

Other Benefits: Automatic Electric Car, Loyalty, behaviours and referral bonuses

Location: 100% office-based (SW4 6JP)

Start Date: mid-August/September

Core Duties and Responsibilities:

• Capacity planning and management: Responsible for advising Operations Director on service team capacity. In charge of continually reviewing capacity levels within service teams to ensure workload not insufficient/oversubscribed.
• Distribution: To assist in the research and recommendation of new sales territories.
• Client management: Contribution to the client management strategy development.
• Positioning: Contribute to the positioning strategy from a service perspective.
• New Products: Contribution to ideas for new products and liaising with Operations Director for implementation.
• Pricing and packaging: Contribute to the pricing and packaging strategy based on field knowledge.
• Culture: Responsible for ensuring that management and team behaviour reflects company values.
• Operations management: Contribution to delivering the operations management strategy for service team. Responsible for conducting and documenting 121 meetings with Regional Managers on a monthly basis.
• Training: Contribution to design and implementation of training manual/processes for service delivery department. Responsible for ensuring that training processes meet company's training strategy requirements. Contribution to reviewing all training procedures for service delivery department. Responsible for ongoing skills reviews with current service staff and program to up-skill as necessary. Responsible for providing HR with training records for Regional Managers. Responsible for educating Regional Managers on any new products being introduced.
• Sales: To ensure that all referrals received from the frontline staff are dealt with as per process and referrals bonuses are paid. Responsible for generating sales leads to achieve annual sales target. Conducting tender processes for existing and new customers. Upselling/downselling to existing customers to ensure all contracts generate adequate Gross Profit margins. Ensuring that one-off cleaning services and pest control are quoted for within agreed time scales and are sent to customers within 48 hrs. Responsible to replace lost Gross Profit through upsells/downsells process.
• Marketing: Liaise with marketing team to assure consistent image of the brand. Responsible for ensuring that all documentation/branding being used in the field adheres to marketing and positioning strategy (most up to date as possible).
• Product preparation: Responsible for reviewing cleaning, supplies and pest control contracts accordingly to customers' requirements and sending them within agreed time scales. Ensuring that all contracts are signed and dated. Responsible for ensuring all workflows between client and company are followed. Responsible for liaising with Regional Managers/Partners/Specialist Cleaning Services to arrange additional jobs and delivery of supplies. Responsible for liaising with Accounts to ensure that all additional services are billed correctly. Responsible for liaising with Regional Managers to ensure that all additional jobs are completed to the satisfaction of the client. Responsible for reviewing all procedures involved in product delivery, highlighting any issue and providing training/retraining where appropriate. Responsible for ensuring that all equipment is PAT tested prior to use.
• Service Delivery: Responsible for meeting specific KPI targets set by the business. If targets are not being met remedial actions plans will be required to correct underperformance. Support and advise Regional Managers when requested. Ensure all servicing duties are carried to highest standards as per contract requirements through site visits and client monitoring. In charge of Regional Managers and ensuring that they all adhere to company standards of practice. Responsible for day to day running of service team and to ensure that the team is achieving Revenue Retention of 90%.
• Client Services: Responsible for scheduling and attending 2 customer meetings per week. Contact customers following annual task schedule. Monthly tasks must be completed by the last day of each month. Action all customer feedback with Regional Managers to ensure a positive outcome is reached. Ensure all INT NCRs and NCRs are recorded and ensure that these are actioned and followed through to reaching positive conclusion with customers. Responsible for annual price increases.
• IT: Adhere to IT Policies and lead by example. Responsible for ensuring that Regional Managers are trained and competent on all necessary IT equipment & programmes.
• Admin: Responsible for drafting, sending, responding to all emails within specified time scales and according to process. Responsible for ensuring that all new arrangements are signed with customers including standard terms and conditions. Responsible to ensure that contract end process is followed. Responsible for responding to internal and external phone call inquiries within specified time scales.
• Accounting and finance: Contribution to design and review of service budget. Responsible for providing monthly payroll. Responsible for checking cleaners payroll monthly and ensuring it is within budget. Responsible for planning Regional Managers schedules and site visits as per customers' requirements. Responsible for ensuring that the product delivery team costs do not exceed agreed budgets. Responsible for reporting budgetary figures into the KPI report for 121 meetings.
• Premises & Fleet Management: Submitting monthly mileage to Office Manager.
• HR: Responsible for attending disciplinary hearings and ensuring that all documentation from the hearing is sent to HR. Consulting HR on disciplinary matters on regular basis. Responsible for the design and implementation of the recruitment strategy for Regional Managers and completing new starter checklist. In charge of managing and organising Regional Managers holidays to ensure uninterrupted service levels to the business and customers and reporting them to Accounts. Responsible to ensure that Regional Managers contracts are always up to date. Responsible for conducting and documenting appraisals with Regional Managers and submitting them to HR. Responsible for ensuring probationary and induction processes are followed.
• Legal: Adhere to Employee Handbook making sure that all policies and procedures are followed in line with the handbook.
• Compliance: In charge of ensuring that all sites have a health & safety file and a risk assessment designed and provided to themselves and the on-site staff. Responsible for ensuring that the product delivery department complies with ISO 9001, ISO 14001 and Safe Contractor processes.

Qualification/Skills/Experience:

• Ability to work flexible hours which will include visiting sites out of hours.
• Excellent numeracy skills and knowledge of Excel spreadsheets (e.g. managing profit/loss).
• Proven track record in delivering customer service and going the extra mile.
• Experience of managing client relationships.
• Experience in and knowledge of the cleaning industry.
• Proven track record in similar position.
• Clean driving licence & DBS check (We will assist in the procedure).
• High level of personal organisation demonstrable in previous role.
• Proven ability to make decisions and manage various tasks at the same time.
• Demonstrable experience in dealing with staff.

Don't miss out - Apply now by forwarding your CV to be considered for this excellent opportunity.