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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

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

Person Specification continued

Demonstrates a high level of leadership skill and experience and possess a proven track record for building and managing winning teams
Relevant retail security industry experience with the ability to demonstrate an understanding of investigation processes
Computer literate with a variety of software, including Microsoft Office and bespoke software, with a good working knowledge of Microsoft Office, Outlook, Word and Excel
Experience of managing and monitoring KPI performance
Ability to lead and motivate a diverse team to provide excellent customer service and empower individuals
A decisive and assertive decision maker

· Ability to build and maintain relationships with a strong teamwork ethic

· Experience of working within a demanding fast-paced environment

· Strong communication and customer service skills, both verbal and written

· Ability to work under pressure and make quick decisions

· Experience of leading team

· Reliable, flexible and discreet

· Experience of working in a controlled environment

· Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines

· Ability to accurately follow detailed processes and where required write new policies

· Ability to build and maintain relationships with a strong teamwork ethic

· A positive attitude and ability to deal with pressure professionally

· Must hold a valid SIA licence in relation to the role being undertaken

· Must hold a valid UK driving licence
· 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 Person Specification continued Demonstrates a high level of leadership skill and experience and possess a proven track record for building and managing winning teams Relevant retail security industry experience with the ability to demonstrate an understanding of investigation processes Computer literate with a variety of software, including Microsoft Office and bespoke software, with a good working knowledge of Microsoft Office, Outlook, Word and Excel Experience of managing and monitoring KPI performance Ability to lead and motivate a diverse team to provide excellent customer service and empower individuals A decisive and assertive decision maker · Ability to build and maintain relationships with a strong teamwork ethic · Experience of working within a demanding fast-paced environment · Strong communication and customer service skills, both verbal and written · Ability to work under pressure and make quick decisions · Experience of leading team · Reliable, flexible and discreet · Experience of working in a controlled environment · Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines · Ability to accurately follow detailed processes and where required write new policies · Ability to build and maintain relationships with a strong teamwork ethic · A positive attitude and ability to deal with pressure professionally · Must hold a valid SIA licence in relation to the role being undertaken · Must hold a valid UK driving licence