HL Services

ROLE DESCRIPTION Role: Operations Manager Purpose: To be accountable for overseeing and coordinating grounds maintenance, invasive weed and gritting operations within the company, ensuring the high quality and on-budget delivery of all services for Grounds Care Group clients, overseeing all aspects of the operations to ensure compliance with industry standards and client satisfaction. To be instrumental in the implementation of strategies and the delivery of the company's growth objectives. Accountabilities Relevant outcomes that support what the business needs to achieve Operational Leadership To lead, guide and support the Operations team to ensure high quality service delivery. Maintain an overview of daily operations within the designated region, ensuring service delivery is efficient, safe, and to high-quality standards. Oversee the implementation of seasonal maintenance schedules, landscaping projects, and ad hoc client requests. To implement process improvements to increase efficiencies, improve standards and control costs. To implement efficiencies ensuring that no compromise to service, standards, team experience and customer relations. To ensure the company operates in full compliance with regulatory bodies and industry standards. Monitor and enforce compliance with health & safety regulations, company policies, and environmental standards. Provide operational leadership to Grounds Care Group teams: To build and manage a highly functioning, diverse and effective team. To develop and foster a culture of operational excellence, quality and safety. Line management for Operational Managers ensuring Grounds Care Group standards are consistently delivered. To ensure that the business has adequate resources (human and equipment) to deliver planned works. To ensure that all team members receive training and development to enhance skills, support succession planning and retain a professional and committed workforce. To provide support, guidance and direction in all aspects of team management. Foster a positive and collaborative work environment that promotes teamwork and innovation that drives company growth. Oversee the engagement and management of sub-contractors to ensure that they deliver the required works to Grounds Care Group standards. To ensure the teams have the necessary resources and information to deliver the scope of works on budget and to the client's satisfaction. Ensure that contract plans, timelines, and budgets that are appropriate for the works involved. Coordinate with managers and clients to ensure smooth operational service delivery, anticipating and resolving issues that could affect the quality of work. Oversee operational performance, making necessary adjustments to services, routes and schedules to maintain quality and efficiency and ensuring updates are logged on the relevant systems so all stakeholders are aware (Zoho CRM, ServiceBridge and Zoho Creator). Conduct site visits to assess work quality and address any issues. Lead on recruitment for operational roles, working closely with managers and supervisors and the HR team to ensure that there are adequate resources to deliver planned works. Identify areas for team improvement and support with the implementation of corrective actions or process improvements. To ensure communication within the operation is efficient and effective, implementing processes that optimise communication within the business. Monitoring of tasks and responsibilities to ensure they are efficiently assigned to teams. Provide guidance, support, and feedback to managers and teams to ensure their success. Conduct regular performance evaluations and implement improvement plans as needed. Identify the need for and source new sub-contractors as required to deliver works. Ensure all work is completed in line with the company's Health & Safety standards and operating procedures. Manage the delivery of Grounds Care Group services: Ensure all stakeholders have the required information to be able to deliver the scope of works on budget and to the client's satisfaction. Develop and implement project plans, timelines, and budgets that are appropriate for the works involved. Coordinate with clients, Grounds Care Group team members, and subcontractors to ensure smooth service delivery, anticipating and resolving issues that could affect the quality of our work. Prepare and submit project reports as required. To ensure scope of works and pricing from sales is understood before works commence. Develop high quality trusted client relationships: Collaborate effectively with the Customer Service Advisors to ensure customer enquiries are dealt with promptly and accurately by the customer service team. Collaborate effectively with the commercial team to ensure our clients receive consistent service and their requests are actioned promptly. Build and maintain strong on site relationships with clients through effective communication and problem solving. Ensure client needs and expectations are clearly understood and delivered by the teams. To identify and pursue opportunities for additional services or projects with existing clients, and other operations colleagues to ensure such opportunities are logged and actioned promptly. Demonstrate high levels of technical expertise, proficiency and attention to detail: Stay up to date with the latest industry trends, techniques, and regulations related to grounds maintenance, advising colleagues to help ensure the best possible services for our clients. Ensure all work is performed in compliance with relevant health, safety, and environmental regulations. Provide technical guidance, expertise and support to managers and teams as needed. Collaborate with other teams within Grounds Care Group, such as sales and customer service, to develop new service offerings and improve existing services. Participate in industry events and training programmes to enhance your knowledge and skills that are relevant to the Grounds Care Group business. To manage Health and Safety in line with Company and statutory standards. Deliver commercial growth and ensure rigorous financial management: In liaison with the Finance Department, create the budget; Forecasting revenues and planning costs for the forthcoming year. To manage budgets to always ensuring profitability and cost control. To develop and manage operational and financial metrics to measure company performance. Track and report on KPIs, site audits customer satisfaction and team performance. Drive teams to identify extra works and opportunities to grow the range of services provided to clients. Use the company's systems to develop and manage contract/project budgets to ensure profitability and cost control at all times. Maintain accurate records and monitor contract expenses, taking corrective action as needed to stay within budget. Ensure the optimisation of resource allocation (in house teams and sub contractors) and utilisation within the team to maximise efficiency and minimise wastage. Collaborate with the finance and operations teams to prepare accurate and timely invoices, financial reports and supporting evidence to ensure clients approve payments on time. Identify and implement cost saving measures within the teams without compromising work quality or client satisfaction. KPIs 100% of visits completed by operational teams per week. A minimum of 25 audits completed by the operations team each week. 100% of scheduled team training completed per month. Operational costs are maintained within budgeted margins. % of increased review through identification and securing of additional works. Structure This role reports to Director of Operations. This role line manages: Supervisor s & Operative roles indirectly.