Operations Director

4 weeks ago

Reigate, Surrey, United Kingdom Macro Full time
Job Description

Macro is seeking a highly skilled Operations Director to oversee our operational activities and drive efficiency across our organisation.

This role is pivotal in ensuring that our operations align with our strategic goals, delivering the highest level of service to our customers while optimising internal processes.

The ideal candidate will have:

  • FM experience
  • People Management
  • Excellent communication skills
  • Relationship management expertise
  • Positive and proactive approach to problem solving
  • Approachable and committed to team working
  • Data analysis capabilities and familiarity with BI systems
  • Relevant professional qualification / experience
  • Fluency in written and spoken English
  • IOSH / NEBOSH
  • Membership of IWFM or similar
  • Expert user of MS Office software
  • HND or equivalent in a relevant discipline

The successful candidate will be responsible for:

  • Ensuring a Safety-First approach to all operations
  • Leading, developing, growing and promoting the FM team
  • Creating compelling business cases to change, enhance or improve operations
  • Monitoring vendor performance against established KPI's, SLA's and task resolution priorities
  • Liaising with Operations Managers to ensure Macro facilities services and vendors are working to complete and close tasks in timely fashion
  • Developing good working relationships with key stakeholders, and ensuring service is aligned with client expectations
  • Ensuring effective resource planning to ensure continuity of service
  • Monitoring performance data and providing insight to wider team on recommendations or improvements
  • Ensuring regular, minuted, vendor service reviews are in place for key service partners
  • QHSE responsibility to ensure Macro systems and processes are followed and proactively managing client and Macro risks
  • Maintaining audit schedules to ensure governance with client and Macro compliance requirements
  • Maintaining business continuity procedures to ensure service to client remains uninterrupted
  • Proactively handling complaints and ensuring that rectification actions are quickly established and executed to minimise any damage to the client relationship
  • Actively involved in industry networking and ensuring a good understanding of products and services in the marketplace that may offer a service improvement for the client
  • Ensuring that any procurement activity is within strict compliance to Macro procedures
  • Actively creating and maintaining a peer network to ensure good communication and sharing of best practice and innovation across clients
  • Having a good understanding of the contractual requirements and ensuring change control process is followed if client engages Macro in any out-of-scope work
  • Working with the Facilities Account Lead to increase the profile of the FM team through effective branding, marketing, communication and customer service
  • Promoting and leading by example in continuously improving the services delivered to the client
  • Effectively managing performance and financial targets
  • Managing resource levels to meet fluctuating workloads, ensuring appropriate escalation coverage in a global retail context
  • Managing client / supplier relationships
  • Sharing site, client and project knowledge with members of the FM team

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