Operations Manager

The role: Operations Manager

The purpose of our Operations Manager is to manage the day-to-day running of the account..

With additional support from a mobile team in Scotland, North, Midlands and a Southern mobile team. These teams will not report directly to you, but there is an expectation to build rapport and relationships with engineers and supervisors to ensure standards and SLAs are met.

You will provide management and development of CBRE staff whilst ensuring operational commitments are met and exceeded across the UK. This role reports into a National Account Manager and directly manages an engineering team.

Key responsibilities are as follows:

· Lead teams to meet and exceed contractual obligations.

· Identify opportunities for contract growth and added services to boost revenue and profitability.

· Communicate and implement business policies and processes effectively.

· Maintain safe and healthy work environments by enforcing CBRE and SJP quality, health, and safety standards across all activities.

· Keep training matrices updated and deliver training through talent coaches.

· Monitor key KPIs and financial metrics to ensure performance targets are met.

· Establish audit and control systems to comply with statutory, policy, and contractual requirements.

· Foster customer focus throughout operations and maintain strong relationships.

· Staff accounts with competent teams and recruit to address under recoveries.

· Provide leadership, guidance, coaching, and support for best practice in selection, training, assessment, and recognition.

· Facilitate effective communication by participating in management and team meetings.

· Assist with post room duties when needed.

· Prepare and present monthly service reports to clients.

· Build exceptional partnerships with suppliers for collaborative workplace improvements.

· Implement procurement savings initiatives and monitor progress.

· Identify areas for improvement routinely.

· Conduct robust contract reviews.

· Respond proactively to safety trends and create interventions for continuous improvement.

· Track quality across regions and address deficiencies promptly.

· Ensure compliance with mandatory processes, including audits, objective tracking, H&S training, and investigations.

· Motivate and equip teams to excel.

· Be accessible and visible to both team and customers.

· Conduct annual appraisals and implement development plans.

· Set clear performance goals and track ongoing achievements.

· Represent CBRE professionally and credibly.

· Drive accountability across the account:

· QHSE: Health & Safety, Environment, Risk Management, Quality

· Operations: SI, Work Order Management, Supplier Management, Projects, Audits

· People Management: Recruitment, Development, Engagement, Performance

· Procurement and Services: Service delivery, technology compliance, margin improvement

Person Specification:

· Previous facilities management experience

· Motivational and influencing skills, with high levels of personal integrity

· Organised, able to prioritise and deliver within business critical environments

· Ability to balance strategic thinking with tactical delivery for client satisfaction

· Ability to manage conflict and crisis situations effectively with diplomacy and sensitivity

· BIFM and technical background is desirable