Job Description
BUSINESS SUPPORT SERVICES MANAGER - HOLBORN
Reference numberSS20521RegionUKLocationLondonSub locationCentral LondonFunctionReception / Front of HouseEmployment typeFull Time - PermanentHourly Rate BandsN/ASalaried/Hourly-PaidSalaried
POSITION OVERVIEW
To manage allocated site activities/operations ensuring that the customer satisfaction and employee satisfaction targets are achieved or increased and deliver cost effective business focused operations.
Must have previous experience in managing a multi function site as you will be directly responsible for telecoms, Reprographics, front of house services and post room. To manage all aspects of the contract and your team of cross trained staff.
Must be extremely flexible in approach and be prepared to work in high pressure situations whilst remaining focused on the task at hand – always striving to deliver excellent customer derive in all departments. Ensuring all Interserve company policies are followed with a huge emphasis on QSHE policy and Health & Safety in general.
RESPONSIBILITIES
To manage the safety of the team at all times in line with company policy, This requires ensuring all CATS are reported on an ongoing basis as well as tool box talks and as they are communicated from head office. Health and Safety must be center off all activity on site and the manager must take a proactive approach to this.
Deliver budgets with in threshold as originally agreed for each financial year.
To ensure achievement of the site financial results in terms of revenue and gross margin. Technology innovations should be assessed and improved each business year for all areas that Perception oversees.
To implement cost control targets and monitor expenditure to ensure operating expenses meet budgets as originally established.
To manage allocated site active/operations ensuring that the revenue growth, profit generation, customer satisfaction and employee satisfaction targets are achieved thereby contributing to the business’s overall revenue profit goals set out by the company.
To manage stock levels consumables and materials effectively ensuring that all purchasing is conducted following the RDM’s organisational guidelines as well as ensuring all client stock is where needed is on site and ready for all scenarios.
To ensure all work carried out is to the highest quality and meets (if not exceeds) customer deadlines, SLA and KPI’s.
Responsible for ensuring RDM processes are in place, measured, followed-up and managed.
Performance manages direct reports within contract/site.
To be responsible for morale, high employee motivation, training and development of direct reports in line with one team strategy in line with agreed budgets.
To be responsible for ensuring customer service levels are achieved through the appropriate targeting of accounts, and including a continuous monitoring of relevant staff.
To provide timely, accurate and relevant management information covering financial and operational key performance indicators for use with both client reporting matrix and RDM requirements.
Support and implement Company initiates and projects at site level to ensure site and Company success.
WHAT WE ARE LOOKING FOR
Essential:
Extensive experience of the managing and provision of FM services on client sites
Experience of customer liaison and negotiation
Preferably having experience of managing a multi site portfolio
Excellent interpersonal communication & people management skills in order to build successful, long term customer & employee relationships whilst working openly & collaboratively at all levels with individuals & groups, remaining people centred in addition to task focused
Excellent leadership & motivational skills, with the ability to forward plan, work under pressure & influence at senior level
Exposure to implementing, managing & compiling performance measurement
Experience with financial budgeting & analysis
Strong ability to exercise judgement, negotiate & make sound decisions
Commercial ability to review and analyse business opportunities
Ability to work to tight timescales & with a strong sense of self motivation and a creative approach towards problem solving whilst thriving on complex & unusual challenges
GCSE/CSE/O Level Standard in English and Mathematics
Educated to degree level or relevant experience/qualification within a commercial role
A high degree of financial, commercial and customer awareness
Excellent numerical and communication skills
Ability to thrive in a highly pressurised and dynamic environment
Ability to think ahead, identify new opportunities and create new and innovative approaches to work related issues
Desireable:
Accounting or QS background
ABOUT THE COMPANY
Interserve’s vision is to redefine the future for people and places. We are one of the world's foremost support services and construction companies, operating in the public and private sectors in the UK and internationally. We offer advice, design, construction, equipment, facilities management and front-line public services. Interserve is based in the UK and is listed in the FTSE 250 index. We have gross revenue of £3.1 billion and a workforce of over 75,000 people worldwide. We are committed to equal opportunities for all.