JOB DESCRIPTIONArea Operations Manager

Location: London / South East / South WestHours: Full time (40 hours)Salary: £35,000-£45,000 DOEReporting to: Head of Operations

OverviewThe Area Operations Manager is responsible for the operational performance and service standards of 8-10 Citibase Business Centres within a geographical cluster.

With a focus on customer service, cost control and compliance, the Area Operations Manager will lead a diverse team of Centre Managers and their teams, ensuring the implementation of centre excellence standards and adherence to compliance policy and process.

ResponsibilitiesPeople

Identify the optimum team profile of each centre within cluster Recruit, induct and coach high calibre teams to underpin ‘Operating

Rhythm’. Maintain high performance culture through robust performance

management, training and development Ensure that staff are aware of and work to prescribed policies and

systems. Manage team annual leave and absence within policy limits Maintain and enhance relationships with business support teams to

ensure the delivery of operating plans Be an advocate of Citibase – ensure that all existing and new

employees are confident in running, maintaining and driving their operations forward

Operations Develop a cluster operating plan that delivers growth efficiently for

Citibase in line with annual budgets Lead regular operational performance reviews with team to deliver

against operational targets and KPI’s Execute planning and resource allocation to ensure optimum and

efficient resource levels across operations Initiate and execute operational initiatives to deliver lean process

improvements and more efficient ways of working across operations Accountable for centre standards across cluster, including viewings,

move ins/outs and customer satisfaction

Finance Monitor and control all operational and capex expenditure in cluster to

ensure that costs are controlled and spend in line with budget Challenge and approve centre level spend expenditure, ensuring that

Purchase Orders are raised correctly Ensuring that cash collection procedures are followed in order to

reduce exposure to bad debt. Space optimisation – Ensure that all offices are correctly furnished and

presented according to pricing matrices Drive cost efficiencies through executing process improvements and

reviewing procurement activity in cluster Ensure that centre viewings are optimised at centre level to support

sales in driving maximum conversion and services revenue Regularly review current contractors to ensure that they are compliant

but also giving the best value for money while being safe to carry out planned and unplanned work.

Compliance Health & Safety – Responsible for ensuring that H&S policy and

procedures are adhered to across cluster, implementing timely remedial actions following daily, weekly and annual checks and audits

Facilities Management - Ensure that Centre Managers are maintaining the building and facilities safely and effectively

Contracts – Ensure that centre teams are adhering to policy and process when customers complete/submit contracts through centres

Customer Move-ins/outs – Oversee centre teams to ensure that move ins/outs are completed correctly and compliantly

Procurement – Ensure that teams are managing suppliers to get the right product/specification at the right price and with appropriate regard to H&S regulations

Customer Service

Take ownership of managing and resolving customer complaints escalated by Centre Managers

Monitor the standard of presentation and cleanliness of centres in line with Citibase standards.

Oversee the Customer move in and move out experience in cluster so that it is delivered by centres in line with process and policy

Viewings - Ensure centre teams are trained to conduct a professional and friendly ‘show round’ and capture the relevant information to enable the sales team to have the best chance of converting sales opportunities.

Show offices – Ensure that all centres within the cluster have a selection of show offices presented according to the guidelines and standards laid out in the Operations Manual.

Branding – Ensure adherence to the standardised Citibase branding as outlined in the marketing section of the intranet.

IT & Telecoms – Liaise with Centre Managers to ensure that comms systems are fit for purpose and maintained in order to be actively sold and recharged.

Contacts

Contacts will be wide ranging and regularly include:• Office Customers• Suppliers/ Company Representatives • Members of the Public• Colleagues from other centres within the Citibase network• Centre Teams• Commercial Development Managers• Senior Team and Heads of Departments• Sales team

Person Specification

Criteria Essential attributes Assessment Education & Qualifications • A high standard of general education

• Demonstrate a high standard of English

Application

Experience • Proven operational management experience across multi-site commercial businesses and customer focussed environments.

• Experience of leading and developing large customer facing teams within target driven and cost conscious climates.

• Experience of driving high performance whilst building new skills and talent for the future

• Experience of implementing and managing effective and efficient operational processes

Application

Skills & Competencies • Strong communication skills• Excellent problem solving skills• Good judgement and decision making • Organisation and time management

skills • Capable of executing transformational change at all stages

Application/ Interview

Personal Attributes • High energy and enthusiasm• Ability to inspire and lead a team

through cultural change• Commercially astute with a strong

entrepreneurial spirit• A process and results driven individual

who is highly organised, focused and thrives in a fast-paced environment.• Resilient nature with ability to prioritise and work under pressure

Interview

Knowledge • Knowledge of property/serviced offices market desirable but not essential

• IT knowledge (Office 365)

Interview