PERSON SPECIFICATION

• Knowledge of the retail security industry
• Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solution
• Previous achievement of performance targets and driving performance through utilising metrics
• Excellent organisational and time management skills
• Confident and professional working approach and appearance
• Demonstrates a high degree of confidentiality when called for
• Strong customer service, client focused attitude with the ability to build good working relationships
• Resilient and tenacious with a ‘can do’ approach

JOB OBJECTIVES AND RESPONSIBILITIES

• Responsible for the operational and financial performance of retail sites within the allocated business area, ensuring alignment with overall targets and compliance with key SLA’s and KPI’s.
• Accountable for the financial performance and service delivery of the assigned zonal area, contributing to overall contractual performance.
• Maintain effective control and utilisation of labour and other resources through the efficient management of regional teams.
• Ensure execution of responsibilities is conducted in accordance with lawful and ethical standards.
• Ensure full compliance with all relevant legislation and regulatory requirements.
• Manage and develop the Operations Manager population to maximise strengths and support ongoing talent development.
• Lead operational management teams across the retail environment through optimal deployment of people, equipment, systems, and resources.
• Responsible for the delivery and enforcement of all Health & Safety practices across the allocated business area.
• Accountable for the practical implementation of the contract people strategy within the allocated business area.
• Oversee the overall development and progression of all colleagues across the allocated business area.
• Adherence to the business’s social value goals and contributions.

MAIN DUTIES

To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:

• Ensure all stakeholders are fully satisfied with the service delivery through robust, meaningful, and periodic performance review meetings.
• Act as Line Manager for Operations Managers, ensuring a structured and effective 1:1 process is in place to support performance and personal development.
• Ensure the Operations Manager population conducts effective 1:1’s with their direct reports and that this process is cascaded down through the management structure.
• Ensure all direct reports possess comprehensive knowledge of the Business Management System (BMS) and operate to the required standards.
• Oversee the efficient and effective deployment of employees in line with contractual requirements.
• Deliver financial targets and key performance indicators (KPIs) through clear and effective management of the allocated business area.
• Monitor labour turnover, absenteeism, and performance standards to enhance employee retention.
• Review, monitor, and manage expenditure across their portfolio to ensure financial efficiency.
• Ensure all employees receive appropriate role-specific training, including job-specific inductions and MITIE Group induction.
• Ensure compliance with all statutory, company, and MITIE Group policies and procedures.
• Always promote and embody the company’s vision and values.
• Assist in the development and execution of business strategies aimed at maintaining and growing the operation.
• Liaise with HR Manager (HRM) to address and resolve employee issues promptly and in line with company policy.
• Ensure all staff adhere to Quality Procedures and recognised industry standards.
• Ensure consistent application of company policies and procedures across all teams.
• Verify accuracy of client invoicing and payroll submissions.
• Provide operational support to the Head of Operations as required.
• Uphold the confidentiality requirements of the role and the wider business area.
• Stay informed of developments within the security industry to inform and shape future contract strategy.
• Develop and implement colleague retention strategies to reduce employee churn and recruitment costs.
• Create clear, concise reports to demonstrate the performance and outcomes of team activities.
• Monitor and evaluate team performance to ensure it meets or exceeds client expectations and industry standards.
• To operate independently in a strategic and accountable capacity whilst providing deputisation when required for the Head of Operations