Senior Operations Manager

1 week ago

Cardiff, Cardiff, United Kingdom Williams Lea Full time
Job Title: Senior Operations Manager

We are seeking a highly skilled and experienced Senior Operations Manager to lead our Multi Services team at Williams Lea.

Key Responsibilities:
  • Customer Management:
    • Maintain accurate reports and compile data for financial duties and account review reports.
    • Collaborate with the Account Manager to develop and maintain excellent customer relationships, including customer feedback plans, client surveys, and regular performance feedback.
    • Foster a customer-centric environment and ensure all processes reflect this, with staff trained accordingly.
    • Work with the Account Manager to identify opportunities to improve service and add value, developing proposals for additional Williams Lea services.
    • Participate in the account management program, attending account review meetings and head of department or client team meetings as required.
  • Staff Management:
    • Develop strong, cohesive, well-informed, multi-skilled, and well-trained work teams, ensuring proper resolution of all issues brought forward by employees.
    • Responsible for shift patterns and coverage, including managing sickness and holiday absences.
    • Initiate and carry out elements of the recruitment process, inducting, training, and developing all staff using individual career paths supported by Personal Development Plans.
    • Manage staff in a manner that builds mutual trust and respect, high motivation, personal accountability, and team participation.
    • Provide daily real-time feedback to direct reports.
  • Operations:
    • Oversee all aspects of the print room, mail room, and front-of-house and coffee shop service, including event management.
    • Manage a structured and efficient workflow for all service areas within your remit.
    • Ensure that all service levels agreed with the client as part of the contract service delivery are achieved and continuously improved.
    • Schedule workloads and plan staff rotas to ensure productivity and efficiency are maximized.
    • Regularly review services to ensure continuous improvement of their delivery.
    • Ensure equipment is properly utilized and maintained.
    • Responsible for elements of vendor and supplier performance as required, including adherence to Intelligent Office production standards, timelines, and pricing policies.
    • Ensure all financial and budget processes and controls are managed and adhered to in line with company policies and procedures.
    • Participate in cross-departmental and site projects.
    • Actively participate in all on-site Health and Safety audits and assessments and oversee compliance as required.
    • Play a flexible role covering for assistants, team leaders, or Account Manager as required.
    • Keep up to date with current and developing industry-related policies, including the development of IT and equipment solutions relevant to our service areas.
    • Any other reasonable request made by management or the client.
  • Team Responsibilities:
    • Directly supervise the multi-services team, tracking all aspects of performance, and giving regular feedback to the Account Manager.
    • Ensure the multi-services team are meeting and exceeding filing SLAs.
    • Obtain and maintain a full understanding and training of assistant tasks and responsibilities.
    • Provide support to the teams with all service area responsibilities, including completing assistant tasks and duties as and when required.
  • General:
    • Collect and input monthly reporting information.
    • Ensure all paperwork and tracking sheets are correctly completed and recorded.
    • Compliance is required at all times with Intelligent Office corporate standards.
    • All other duties as assigned by the Business Services Manager or client.
    • To be aware of the day-to-day health and safety requirements surrounding working areas.
    • To immediately raise any health and safety concerns to your Manager or Team Leader.
    • To participate in any on-site health and safety audits or assessments.
    Person Specification:
    • Exemplary level of customer focus, with demonstrable experience in staff management in a customer service environment.
    • Well-presented with a professional manner.
    • Flexible, computer literate, and a quick learner.
    • Confident, effective communicator at all levels, both written and oral, with excellent writing and numeracy skills.
    • Hands-on team worker.
    • High degree of attention to detail, ability to retain high levels of concentration in a busy working environment.
    Key Competencies:
    • Ability to operate at all levels within the organization.
    • Exceptional communication skills.
    • Previous experience in leading a team in a similar environment.
    • Confident and with a professional, business-like manner.
    • Ability to work under pressure, maintaining accuracy and delivering against timescales.
    • Team Leader consistently in tune with the aims and objectives of the business.
    • Excellent time management and organizational skills.
    • Ability to carry out delegated functions/tasks/projects.
    • High level of confidentiality in management of staff.
    • Able to meet deadlines and prioritize tasks.
    • An understanding of an employer's statutory and 'best practice' Health & Safety requirements.
    • Strong administration skills and fully conversant with Microsoft packages such as Word and Excel.
    The Package:

Williams Lea offers a comprehensive benefits package, including private medical insurance, life insurance/life assurance, company pension, corporate eye care, personal accident, and company sick pay. Additional benefits such as dental insurance, gym membership, charity donations, employee offers, retail vouchers, and season ticket loan are offered at a discount on a salary sacrifice basis. You will also have the opportunity to work for a global employer dedicated to offering each and every employee an enjoyable, challenging, and rewarding career with future career development prospects.

Williams Lea values the differences that a diverse workforce brings to the organization and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes color, nationality, and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a 'protected characteristic' in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness, and transparency.

Please note: Due to the high volume of responses received for this role, we will not be able to contact all applicants directly. If you have not heard from us in four weeks, please consider your application unsuccessful.

Applicants must possess the right to work in the United Kingdom in order to be considered. Those requiring visa sponsorship need not apply.

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