Area Operations Manager (M4 Corridor)

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Area Operations Manager (AOM)

Regional cleaning operations leadership across multiple sites

The AOM is the person regional cleaning delivery runs on. Rather than being anchored to a single building you hold a portfolio of contracts moving between sites understanding each ones budget and client relationship and stepping in wherever standards need lifting. When a Site Manager hits something they cant resolve alone a client escalation a sudden gap in cover a KPI slipping youre the person they call and you bring the regional mobile team with you when extra hands are needed.

Youre responsible for implementing the strategic direction of cleaning operations across your patch and for making sure every site under your remit reflects an engaged positive team culture in line with JLLs vision and values.

You lead the cleaning teams across your sites working to create a positive motivational and supportive working environment wherever you go. That means advanced planning of all cleaning operations including periodic tasks with clear schedules and sign-off so nothing falls through the cracks between sites. You put real focus into training and developing teams building good working practices with a vision that covers both the cleaning operation itself and the customer experience it creates. Excellence has to show up consistently: security health and safety compliance cleaning standard colleague appearance and presentation (a full clean uniform every time) and the everyday courtesy of guest and staff interaction.

Youre the professional point of support for the business on service-related and contractual matters holding high standards while staying flexible enough to meet changing operational needs and youre expected to suggest new initiatives that keep improvement and best practice moving. Cleaning feedback and complaints are yours to own through to conclusion and you work closely with stakeholders and departments across the business to add value and promote teamwork throughout.

On the operational side you manage and report on cleaning budgets across your sites with full transparency including forecasting and you control the delivery of colleagues rosters to ensure compliance is always maintained. You lead the team in managing absence and holiday records sickness and annual leave included organising non-agency cover wherever possible to avoid staff and qualitative shortfalls. Monthly audits are run to keep cleanliness and safety standards high and you manage recruitment induction development and retention so that good people stay.

Quality and compliance sit at the centre of the role: adequate performance measures (KPIs and SLAs) are adhered to with any failures resolved professionally and clear next steps made visible to all; quality audits are conducted to ISO9001 requirements; and strict compliance with the Data Protection Act GDPR and associated regulations is non-negotiable. Day to day that means delivering excellent leadership communication and motivation to each site-based team communicating daily so a sound channel exists for team goals to be achieved and making sure each on-site Supervision Team is fully conversant with their individual tasks and responsibilities even when youre not physically there.

You lead and support your direct reports in an engaged positive manner and hold them to delivering exceptional operational standards alongside genuinely meaningful building user interaction. Working with the Senior Leadership Team and Operations Management you forward-plan staffing to ensure capacity is met paying particular attention to how the service scales during peak periods without sacrificing SLAs. Every team member should feel valued: annual job chats identify who wants to progress their career and you work with HR and L&D to put development plans in place where possible. You also work alongside HR and L&D to deliver Customer Experience training for colleagues participating yourself where necessary and identify training needs for your direct reports so the SLT can shape training plans for the wider cleaning and operational team.

Effective operational communication meetings handovers reporting has to run smoothly across every site you cover. You attend daily weekly and monthly business progress meetings and team meetings as required and deliver concise clear written reports that aid company communication both internally and externally. Confidentiality is absolute: when communicating with a client you make sure internal JLL information is never shared.

You ensure your own behaviour and your teams reflects the JLL Brand and Culture and you actively look for opportunities to drive a more sustainable service. The aim throughout is to consistently exceed customer expectations and deliver long-term sustainable customer satisfaction.

• Staff attrition rate below the National/Company standard

• Direct reports utilising Timegate with training completed on Lets Connect

• Number of client compliments and complaints

• All mandatory training up to date

• Monthly Toolbox talks delivered and evidenced

• H&S tours up to date

• Agency targets adhered to

• Contract KPIs achieved

Reports to: Client Relationship Manager

Site location: Regional multiple site responsibility

• Microsoft Outlook Word Excel

• Experience in operational management

• Experience in developing others

• DSB cleared

• IOSH or equivalent

• Able to have difficult conversations

• Demonstrates high personal standards

• Innovative and creative

• Organised

• Maths and English GCSEs or equivalent

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If this job description resonates with you we encourage you to apply even if you dont meet all the requirements. Were interested in getting to know you and what you bring to the table!

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