Operations Manager

Role: Operations Manager

Purpose:
The Operations Manager will oversee and coordinate all grounds maintenance, invasive weed control, and gritting operations. The role is responsible for ensuring the delivery of high-quality services on time and within budget, meeting client expectations and industry standards. The Operations Manager will also play a key role in implementing strategies to drive the company's growth objectives.

Key Responsibilities

1. Operational Leadership

Lead, guide, and support the operations team to ensure efficient, safe, and high-quality service delivery.

Maintain oversight of daily operations within the designated region, including seasonal maintenance schedules, landscaping projects, and ad hoc client requests.

Implement process improvements to enhance efficiency, quality standards, and cost control.

Ensure full compliance with regulatory requirements, health & safety regulations, company policies, and environmental standards.

2. Team Management and Development

Build and manage a highly effective and diverse operations team.

Foster a culture of operational excellence, safety, and high performance.

Line-manage operational managers and ensure consistent delivery of company standards.

Ensure teams are adequately resourced and receive appropriate training and development.

Provide guidance, support, and feedback to staff, promoting a collaborative and positive work environment.

Manage subcontractors to ensure work meets company standards and project requirements.

Conduct recruitment for operational roles, supporting workforce planning and succession strategies.

3. Service Delivery Management

Coordinate the delivery of all Grounds Care services, ensuring projects are completed on time, within scope, and on budget.

Develop and implement project plans, timelines, and budgets.

Liaise with clients, teams, and subcontractors to anticipate and resolve operational challenges.

Prepare project reports and ensure the scope of works and pricing are understood before commencement.

4. Client Relationship Management

Build and maintain strong client relationships through effective communication and problem-solving.

Collaborate with Customer Service Advisors and the commercial team to ensure client enquiries are resolved promptly.

Identify opportunities for additional services and projects with existing clients.

Ensure client expectations are understood and consistently delivered by operations teams.

5. Technical Expertise and Compliance

Maintain up-to-date knowledge of industry trends, techniques, and regulations.

Provide technical guidance and support to teams and managers.

Ensure all work complies with health, safety, and environmental regulations.

Participate in industry events and training programs to enhance technical knowledge and best practices.

6. Financial and Commercial Management

Develop and manage operational budgets, forecasting revenues, and controlling costs.

Track KPIs, site audits, customer satisfaction, and team performance.

Identify additional work opportunities to support company growth.

Optimise resource allocation, including in-house teams and subcontractors, to maximise efficiency and minimise waste.

Collaborate with finance and operations teams to prepare invoices, reports, and ensure timely client payments.

Implement cost-saving measures without compromising quality or client satisfaction.

Key Performance Indicators (KPIs)

100% of operational visits completed per week.

Minimum of 25 operational audits completed per week.

100% of scheduled team training completed each month.

Operational costs maintained within budgeted margins.

Increased revenue through identification and delivery of additional works.

Reporting Structure:

Reports to: Director of Operations

Line manages: Supervisors and Operative roles

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