Lead Operations Manager

Interim Lead Operations Manager Reigate, Surrey (Hybrid 3-month contract)

The Opportunity

We are seeking a dynamic and results-oriented Interim Lead Operations Manager to oversee our operational activities and drive efficiency across our organisation. This short-term 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.

In this role you will effectively manage the FM service as designated within scope. You will support the Account Lead to develop and grow the account to best support clients' strategic ambitions.

Please note that this is a 3-month contract starting immediately.

Main Responsibilities

Ensure a Safety-First approach to all operations and be proactive in creating a culture where safety is discussed openly.

Lead, develop, grow and promote the FM team, encouraging a culture of development and drive positive behaviours.

Create compelling business cases to change, enhance or improve operations.

Monitor vendor performance against established KPI’s, SLA’s and task resolution priorities.

Liaise with Operations Managers to ensure Macro facilities services and vendors are working to complete and close tasks in timely fashion.

Develop good working relationships with key stakeholders, and ensure service is aligned with client expectations.

Ensure effective resource planning to ensure continuity of service taking appropriate and approved actions to rectify any difficulties.

Fully establish and continually review client needs and expectations and to ensure systems, procedures and resources are in place to ensure those needs are delivered.

Monitor performance data and provide insight to wider team on recommendations or improvements.

Ensure 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.

Maintain audit schedules to ensure governance with client and Macro compliance requirements.

Maintain business continuity procedures to ensure service to client remains uninterrupted.

Take the lead in proactively handling complaints ensuring that rectification actions are quickly established and executed to minimise any damage to the client relationship.

Use complaint situations as opportunities to recover and exceed client confidence.

Be actively involved in industry networking and ensure a good understanding of products and services in the marketplace that may offer a service improvement for the client.

Ensure that any procurement activity is within strict compliance to Macro procedures.

Actively create and maintain a peer network to ensure good communication and sharing of best practice and innovation across clients.

Have a good understanding of the contractual requirements and ensure change control process is followed if client engages Macro in any out-of-scope work.

Work with the Facilities Account Lead to increase the profile of the FM team through effective branding, marketing, communication and customer service.

Promote and lead by example in continuously improving the services delivered to the client.

Effectively manage performance and financial targets.

Manage resource levels to meet fluctuating workloads, ensuring appropriate escalation coverage in a global retail context.

Manage client / supplier relationships.

Share site, client and project knowledge with members of the FM team.

The ideal candidate will have:

FM experience.

People Management.

Excellent communication skills, including in a digital context such as communications tools and social media.

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.

Macro is an inclusive employer and welcomes interest from a diverse range of candidates. Even if you feel you do not fulfil all of the criteria below, please apply as you may still be suitable for this role or another role within our organisation. Should you require any adjustments to assist during the application/hiring process please do make us aware.