Jones Lang LaSalle Americas, Inc.

Soft Services Area Operations Manager

Jones Lang LaSalle Americas, Inc.

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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About the role

  • 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
  • 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
  • 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
  • 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
  • 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
  • Drive and enhance opportunities to deliver more sustainable service delivery
  • Consistently exceed customer expectations and deliver long-term sustainable customer satisfaction

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
Benefits
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
operational managementcleaning standardsquality auditsKPISLAbudget managementtraining and developmentstaff rosteringcomplaint resolutioncontinuous improvement
Soft Skills
leadershipteamworkcommunicationproblem-solvingflexibilityinnovationorganizationconfidentialitymotivationinterpersonal skills
Certifications
DSB ClearedMaths GCSEEnglish GCSEIOSH certification