Area Manager

Purpose of the role

The Primary job function of the Area Manager is to manage and assume overall responsibility for the success of their region / sites by directing and managing all operational aspects.  The Area Manager is a key management role overseeing the daily operations from a cleaning perspective, ensuring a welcoming, clean and safe environment whilst working closely with all teams. The Area Manager is responsible for the implementation of the strategic direction for cleaning operations on site inclusive of enhanced cleaning regimes,  recruiting and engaging the cleaning team all with a focus on enhancing customer experience.

The Area Manager  must be a leader and a role model to the cleaning teams on site ensuring an engaged and positive culture while maintaining a well-run, effective and innovate cleaning operation.

The job holder will be part of the operations management team and will oversee a team of cleaning operatives who work at various sites, ensuring all facilities remain well presented, safe and clean at all times.  He/ she will be the guardian to ensure that all are fit for purpose and remain compliant with the standards and behaviours commensurate with customer experiences. Working within the framework of our client initiatives and guidelines, the Area Manager will ensure the cleaning operation achieves high standards and positive interactions with customers.

Key Responsibilities/Accountabilities:

• Lead the Cleaning Teams to ensure there is a positive, motivational, supportive working environment
• Ensure advanced planning of all cleaning operations including periodic tasks with clear schedules and sign off of all duties and tasks complete
• A focus on training and development of the team to establish good working practices with a vision and focus on both cleaning operations and creating meaningful positive customer experience interactions
• Ensuring excellence for Cleaning Operations throughout includes, but is not limited to:
• Health and Safety and compliance
• Cleaning standards
• Staff grooming and presentation
• Customer and staff interaction and courtesy
• Provide professional support to the business in service-related matters
• Ensure high standards are always achieved, being flexible to meet the changing operational needs on a continual basis and to suggest new initiatives to ensure continuous improvement and best practices are continually delivered
• Take full ownership and manage to conclusion all cleaning feedback or complaints
• Focus on strategic planning and implementation of best practice initiatives and innovation ensuring we remain at the forefront of cleaning and operational practices
• Ensure the cleaning teams are equipped and have the knowledge to positively impact the customer experience
• Work closely with all stakeholders and departments, adding value and promoting team work throughout
• To control the delivery of staff rosters, the completion of payroll and correct staffing levels ensuring compliance is always maintained
• Lead and advise the team in managing absence and holiday records including sickness and annual leave for all colleagues
• Carry out and manage weekly centre audits to ensure high standards of cleanliness and safe environment is always evident throughout the centre
• Manage recruitment, induction training, developing, and retaining of staff and ensure continued ongoing focus and report on monthly
• Ensure adequate quality performance measures (KPI’s/SLA’s) are adhered to and any non-compliance is resolved in a professional manner with clear plans
• Conduct quality audits to ensure service delivery exceeds client expectations
• Do spot checks on Site Managers to ensure SOPs are adhered to, both operationally and administratively
• Conduct equipment audits to ensure equipment is well maintained and taken care of
• Deliver excellent leadership, communication and motivation to the site-based team including communicating daily so that a sound communication channel exists in order that team goals can be achieved
• Ensure on-site Supervision Teams manage their teams ensuring they are fully conversant with their individual tasks and responsibilities
• Lead and support a number of direct reports, including holding regular one-on-ones, and creating development plans for the team
• Ensure the team delivers exceptional operational standards along with excellent and meaningful customer interaction
• Work with the Senior leadership team to forward plan staffing ensuring capacity is met, with particular attention paid to how the service is scaled during peak periods without sacrificing on SLAs
• Ensuring all team members are valued employees and have clear development plans
• Work alongside HR to deliver on training needs for all staff and participate where necessary
• Encourage training which empowers the team and gets new team members up to speed and achieve scale during peak quickly. World class customer service being the goal
• Identify training needs for your direct reports
• Ensure effective operational communication including meetings, handovers and reporting
• Attend daily/weekly/monthly client meetings as well as staff parades
• Monthly reports to aid in company communication both internally and externally should prove concise and sound
• Consistently exceed customer expectations and deliver long term, sustainable customer satisfaction both internally and externally
• Satisfy customer expectations of value by understanding the relative importance they place on quality of services and client facilities

 Background & Skills

• Preferred experience in similar role ideally within the cleaning industry
• Able to manage complexity and able to deliver with short deadlines
• Outstanding stakeholder management, strong relationship building and influencing skills
• Ability to work in a team environment and autonomously. High energy, calm under pressure, real team player
• Demonstrates drive, resilience, openness and innovation when working in a dynamic and fast paced environment. Decisive and collaborative in equal measures
• Excellent verbal, written, interpersonal & communication skills.
• Fluent in English
• Able to work weekends/late nights, shift cover to ensure full management of our operation
• Considered a ‘go to’ person recognised as a role model internally and externally
• Credible across service areas, creates positive working environments, manages conflict
• Demonstrates high personal standards, able to identify positive behaviours in others
• Practise Emotional Intelligence
• Demonstrates consistent excellence in standards, behaviours, knowledge and skills
• Develops knowledge and skills of others to deliver objectives.
• Microsoft Outlook, Word, Excel, PowerPoint

Requirements – Qualifications

• Matric
• At least 5 years proven working experience in operations management and / general management

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.