Deputy Operations Manager

2 months ago

Belfast Northern Ireland, Northern Ireland, United Kingdom Bidvest Noonan Full time

Reporting to the Operations Manager, the role holder will lead, support and guide their team with the on-going operation and development of our services and our people. They will ensure that exceptional service levels, client satisfaction, continuous improvement and innovation are provided to our customers.


Job Responsibilities

People

  • Be a role model for positive attitude and respect for our colleagues;
  • Demonstrate leadership in best practice people management by ensuring that our policies and procedures are embedded within our customer contracts;
  • Ensure our leadership team effectively enact our recruitment, onboarding and induction processes to ensure we win in the market as the Employer of Choice, equipping colleagues to thrive from day one with compelling experiences that exceed their expectations;
  • Support our Pathway to Success programme to set objectives and develop our colleague’s skills, knowledge, capabilities and career pathway;
  • Encourage a culture of reward and recognition, and proactively acknowledge the contributions of our colleagues;
  • Encourage a culture of health and well-being and encourage our colleagues to be open with their health and welfare concerns;
  • Work closely with the Operations Manager and the People and Culture Team to manage employee relations and colleague welfare matters;
  • Encourage a culture of social responsibility;
  • Support a green agenda across our business;
  • Actively promote and participate in events that support local charities.

Customer

  • Be the single point of contact for our customers and reinforce our mission to ‘Always be their partner of choice’;
  • Ensure that colleagues provide a first-class customer experience;
  • Provide support across our customer sites by advising on SLAs, KPIs, objectives and projects;
  • Regularly review performance standards which deliver customer expectations;
  • Interrogate management information systems which provide information to enable sound commercial judgement for decision making;
  • Identify and manage challenges or risks that will impact service delivery and/or the contract;
  • Ensure adherence to all legal requirements;
  • Actively contribute towards the achievement of our strategic and operational targets and overall business aims.

Growth

  • Understand our existing customer portfolio and identify opportunities for added value and retention;
  • Contribute to consultative pipeline planning sessions to understand opportunities and develop best solutions for maximising revenue;
  • Support business development activity at tender preparation and contract mobilisation;
  • Work closely with the wider leadership teams to discuss actions, innovations and challenges.

Simplicity

  • Support innovation and development, and maintain market understanding and proposals for implementation of new ways of working;
  • Work collaboratively with the Operations Manager to foster a workplace culture of continuous improvement and consistently exceed our customer expectations;
  • Support our business through change transformation for long-term sustainability;
  • Understand the varying needs of the business, adapt to and manage different and conflicting views of change across our business at all levels.


Key Requirements

  • Demonstrable track record (at least 3 years) in a management/ supervisory role within the support services industry;
  • Proven ability to plan and manage operational process for maximum efficiency and productivity;
  • Strong working knowledge of industry regulations and legislative guidelines;
  • GCSE or O Level Maths & English (Essential)
  • Full clean driving licence (Essential)
  • 3rd level qualification in a business discipline or equivalent. (Desirable)

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