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Job Description for Operations Manager
To ensure the development and provision of a performance related culture within the service ensuring the highest standards of customer care and service delivery are met through effective management and taking a lead role in the management of change. To direct and develop resources to achieve optimum levels of performance, efficiency and effectiveness.
1 Lead, motivate and communicate with managers and staff to ensure responsive maintenance targets for the region are met. Promote Group’ Mission, Vision and Values within the team and ensure that the quality of service given to all customers is to the highest possible standards, is meeting contractual expectations and is ensuring continuing service improvement.
2 To lead, motivate and direct the workforce and promote good employee relations within the team to provide an efficient, professional and high quality service to customers. Specifically with regards to;
Void / Vacant Home repairs
Electrical and Gas servicing repairs
Planned Maintenance repairs
3 To effectively manage the team of Contract Managers and ensure the delivery of contractual requirements for Maintenance Services’ internal and external customers
4 To assess each workstream / project to ensure workload resources and financial forecasts meet defined objectives. Identify issues across contracts to address and work with clients in order to achieve resource smoothing, cost savings and improved partnership opportunities
5 Take lead on ensuring managers control all the resources provided for repair and maintenance in order to ensure an effective and efficient service, and to plan, and schedule works so that they are carried out:
(i) within agreed cost limits
(ii) within agreed time scales
(iii) to specified standards.
(iv) surpassing customer expectations
6 Contribute to the development and use of suitable IT systems for the access activities to ensure that real service benefits accrue through proper exploitation of IT and new technology.
7. To prepare contract budgets and contribute to annual budgets, ensuring that they are monitored and controlled effectively within agreed procedures. To monitor income and expenditure against these forecasted budgets. The responsibility for the post is circa £12 million per annum. To ensure compliance with Group’s standing orders and financial regulations.
7 To continuously monitor, review and advise the Director (Maintenance) of required changes to operational and managerial structures.
8 Assist the Management Team to identify and develop new initiatives and take advantage of business opportunities available to the Group.
State on application form.
HNC / NVQ Level 3 or relevant professional qualification from within a construction / business or finance discipline.
Relevant professional qualification from within a construction / business or finance discipline.
Evidence of continuing professional development
IOSH / NEBOSH or similar Health and Safety Qualification.
State on application form, giving examples.
Extensive knowledge of Building Maintenance technologies, theory and issues.
Knowledge and understanding of IT as a strategic management and development tool.
Thorough understanding of maintenance and construction contractual requirements.
Knowledge of innovative ways of customer involvement and the subsequent use of intelligence to predict and inform customer behaviour
State on application form, giving examples.
Proven employee management skills which enable the postholder to manage a multi disciplinary team
Proven track record in a senior position within a contracting organisation
The development and implementation of performance measures, and development of staff though coaching
Experience of performance based management in a construction organisation
Ability to communicate effectively with staff, customers and the general public.
Ability to think strategically and develop and deliver proposals for improvement.
Experience of managing budgets and the achievement of efficiencies
State on application form, giving examples.
Ability to organise and priorities work under pressure
Experience of using computer packages / Experience of interrogating IT Systems
Good communication skills, both written and verbal which enable the post holder to communicate effectively both within and outside the organisation
Numeracy skills which enable the post holder to fulfil analytical and budget management functions
Leadership skills which enable the postholder to motivate the employees effectively and quickly
Presentation and negotiating skills which enable the postholder to represent the association credibly in difficult and complex negotiations with customers, employees, Trade Unions partners and other external agencies
PERSONAL QUALITIES AND COMMITMENT
Ability to develop effective working relationships with both customers and clients
Drive to be proactive in the continuous improvement of a quality service to customers
Empathy with the social aims and values of the organisation including commitment to Equality and Diversity
Flexibility in approach to hours worked
Able to travel independently to worksites and to venues
9 Analyse new legislation and recommend changes to policies and procedures to ensure that the Trust achieves all its objectives and fulfils statutory obligations.
10 Prepare overview performance, risk and service development reports for Director (Maintenance), keeping them appraised of the effectiveness of service delivery.
11 To take a lead responsibility in managing positive Health and Safety culture throughout the maintenance division including training, surveillance, promotional initiatives and documentation.
12 To assist in the preparation, planning, and implementation of the training needs of the managerial and operational staff.
13 To work with customers and clients at a strategic level, in conjunction with collegues, in order to develop and maintain good partnering relationships. Ensure complaints / issues are investigated and satisfactorily resolved by contract managers and their teams.
14 To maintain oversight of the management and contract administration process to ensure efficiency and effectiveness from receipt of order from client, scheduling, issue, variation, completion and invoice for all works.
15 To initiate, develop and implement new and improved methods of operation to ensure continuous service improvement.
Health & Safety
Ensure compliance with all statutory obligations concerning Health, Safety, Welfare and Environmental Protection. In implementing Health and Safety policy managers will: Identify the tasks undertaken by employees make and as necessary review, a written assessment of the risks those tasks present to employees and others affected by their work activities. Implement appropriate measures to control those risks. Ensure consultation with Safety Representatives as required by legislation, in particular, before the introduction of any measures at the workplace that may substantially affect the health and safety of all employees.
Successful risk management is every member of staff’s responsibility and everyone has a role in carrying out appropriate Risk Management by contributing to risk identification, assessment and control exercises.
Equality & Diversity
You will be expected to carry out all duties in the context of and in compliance with the commitment to diversity. You will promote and implement initiatives that ensure our employees and customers are able to be themselves. You will be expected to lead by example and contribute to an inclusive organisational culture where positive effort is recognised and rewarded where applicable.
Location, Mobility and Physical Requirements
This is a high level managerial post which will require the post holder to work in a variety of environments including premises not under the control of the Group. A reasonable level of mobility is therefore essential.
The post holder will attend meetings regularly and will therefore be able to function and communicate effectively in group situations.
There will be a regular but not necessarily frequent travel throughout the housing associations area and an occasional requirement to attend meetings outside normal office hours, primarily on weekday evenings. Some flexibility over working hours is therefore necessary to meet the requirements of the job.
This job description is a representative document. Other reasonably similar duties may be allocated from time to time commensurate with the general character of the post and it’s grading.