Soft Services Area Operations Manager

Job Description Job Title: Area Operations Manager (AOM) Reports To: National Account Manager Location: Field-Based (National) Role Overview The Area Operations Manager is a key role responsible for implementing the strategic direction of cleaning operations while ensuring an engaged and positive team culture that reflects JLL’S vision and values

Key Performance Indicators

• Staff attrition rate maintained at or below National/Company standard
• Direct reports utilizing Timegate with completed training on 'Let's Connect'
• Number of client compliments and complaints tracked
• All mandatory training kept up to date
• Monthly toolbox talks delivered and evidenced
• Health & Safety tours up to date
• Agency targets adhered to
• Contract KPIs achieved

Essential Qualifications & Requirements

• DSB Cleared
• Maths and English GCSE's or equivalent
• IOSH or equivalent certification
• Proficiency in Microsoft Outlook, Word, and Excel
• Proven experience in operational management
• Experience in developing others
• Ability to have difficult conversations
• Demonstrates high personal standards
• Innovative, creative, and organized

Key Responsibilities Leadership

• Lead cleaning teams to ensure a positive, motivational, and supportive working environment
• Ensure advanced planning of all cleaning operations, including periodic tasks with clear schedules and sign-off procedures
• Focus on training and development to establish good working practices
• Ensure excellence in cleaning operations including security, health and safety compliance, cleaning standards, colleague appearance and presentation, full and clean uniforms, guest and staff interaction, and courtesy

Best Practice and Innovation

• Provide professional support in service-related and contractual matters
• Ensure high standards are always achieved while remaining flexible to meet changing operational needs
• Suggest new initiatives to ensure continuous improvement and best practice delivery
• Take full ownership and manage to conclusion all cleaning feedback or complaints
• Work closely with all stakeholders to add value and promote teamwork
• Manage and report on all cleaning operational budgets with full transparency, including forecasts

Operational Management

• Control delivery of colleague rosters, ensuring compliance is always maintained
• Lead and advise the team in managing absence and holiday records, including sickness and annual leave for all direct reports
• Organize non-agency cover wherever possible to avoid staff and qualitative shortfalls
• Carry out and manage monthly audits to ensure high standards of cleanliness and a safe environment
• Manage recruitment, induction training, developing, and retaining colleagues
• Ensure adequate quality performance measures (KPIs/SLAs) are adhered to and resolve any failures professionally with clear plans
• Conduct quality audits to ensure service delivery adheres to ISO9001 requirements
• Ensure strict compliance with the Data Protection Act, GDPR, and associated regulations

Team Management

• Lead and support direct reports in an engaged and positive manner
• Ensure the team delivers exceptional operational standards along with excellent and meaningful building user interaction
• Work with Senior Leadership Team and Operations Management Team to forward plan staffing and ensure capacity is met
• Scale service during peak periods without sacrificing SLAs
• Ensure all team members are valued employees and conduct annual job chats
• Identify team members wishing to progress their careers and work with HR and Learning & Development to create development plans
• Work alongside HR and Learning and Development teams to deliver Customer Experience training
• Identify training needs for direct reports and work with Senior Leadership Team on training plans

Communication

• Ensure effective operational communication including meetings, handovers, and reporting
• Attend daily, weekly, and monthly business progress meetings and team meetings as required
• Deliver concise and sound written reports to aid company communication both internally and externally
• Ensure complete confidentiality when communicating with clients

Brand Enhancement

• Ensure the behaviors of yourself and your team reflect the JLL Brand & Culture
• Drive and enhance opportunities to deliver more sustainable service delivery
• Consistently exceed customer expectations and deliver long-term sustainable customer satisfaction

This role is critical to operational excellence and requires a dynamic leader who can balance strategic oversight with hands-on team development and client satisfaction.