Operations Manager (Compliance Services)
Purpose of role
The Compliance Services division consists of the following areas:
- Fire Safety (Fire Risk Assessments)
- Technical Services (Gas and Electrical Auditing)
- Water Hygiene (Legionella Risk Assessments)
The ultimate purpose of this role:
To ensure the operational and commercial performance of the Compliance Services team is delivered in accordance with our key business objectives and the Compliance Services objectives
In conjunction with the Head of Property Services and other leaders – and through effective leadership of the Technical Services Manager, Fire Safety Consultant, Fire Safety Manager and other staff – the job holder will ensure that all client works are delivered in accordance with contractual requirements and to the required level of quality.
In addition to this, the job holder will manage key client accounts nationally, will use internal and external management information for the team to drive performance improvement, and ensure high levels of productivity from all field based activity.
Key Accountabilities and responsibilities
The job-holder is accountable for delivering Compliance Services projects throughout the UK. The role will work principally with our Head of Property Services, but also with the Board of
Directors. The job holder is accountable for making a significant contribution to the operational and commercial performance of the Compliance Services team. The job holder will directly manage the Technical Services Manager, Fire Safety Consultant, Fire Safety Manager and in conjunction with the divisional leaders, all Project Managers, Surveyors, Assessors and sub-contracted Associates deployed on our contracts. The job holder will work collaboratively with the Head of Property Services and other leaders across the business to ensure we have an integrated approach to service delivery, which delivers our key business objectives and the individual service plan objectives and targets. The job holder will act as Deputy to the Head of Property Services in their absence as and when required.
Operational Performance – you will ensure the achievement of all agreed operational performance targets in accordance with key business objectives, service plan objectives and contractual obligations with each and every client.
Commercial Performance – you will ensure the achievement of all agreed financial performance targets (turnover, gross profit and net profit) in accordance with key business objectives and service plan objectives. In addition, you will maximise the potential from each and every member of your team and client contract thus driving performance on the ‘bottom-line’. This will include driving improved commercial performance through proactive and ongoing analysis and management. Working closely with the Head of Property Services, you will obtain and analyse job costing and field base outputs in order to proactively improve job profitability and resource productivity.
Customer Relationship Management – you will foster positive, productive and long-lasting relationships with each of our clients. You will be the main operational point of client contact and as such have responsibility for both providing advice to clients on all aspects of Compliance Services and for management of the relationship and contract that exists with each client. You will have responsibility for mobilising all new Compliance Services contracts. You will instigate regular monthly contract meetings with larger clients and initiate project and/or quarterly meetings with other clients. In conjunction with the Compliance leadership team, you will investigate all client complaints to bring about a satisfactory resolution.
Quality Control – you will support the compliance leaders and their teams in ensuring we remain consistently and fully up to date with legislation, guidance and industry best practice and quality management arrangements. You will ensure the fire safety business and other compliance functions are fully compliant with all HSE and UKAS regulations. You will ensure attention to detail and high levels of quality in all Compliance Services related work and embed this with all members of your team.
Line Management – you will line manage the Technical Services Manager, Fire Safety Consultant and the Fire Safety Manager. You will provide effective leadership and management through the line management structure and ensure line management activities are delivered to a consistently high standard. They include recruitment, inductions, briefings and staff engagement, people management, people development, process mapping and continuous improvement, management of resources, managing performance and managing compliance.
Health & Safety – you will embed a strong health and safety culture within the field based team through appropriate induction and on-going training and briefings. You will also ensure all aspects of our health and safety framework are implemented and adhered to.
Information Technology – you will periodically review our IT platforms to ensure they remain ‘fit for purpose’.
Management Information – you will produce appropriate standardised monthly management information for the Senior Management Team (balanced scorecard) and for all clients (KPI reports) to ensure we meet all contractual targets. You will obtain client feedback on a regular basis and make interventions to improve client satisfaction and our net promoter score.
Auditing – you will support the delivery of robust auditing processes and instil a zero defects culture with the leadership and field based teams. You will ensure the Technical Services Manager, Fire Safety Consultant and Fire Safety Manager have a robust approach to quality control and that learning is applied and embedded from audit results.
Technical Specialist – in conjunction with the Head of Property Services and Compliance leaders you will provide technical support to the delivery of compliance contracts, including project management, scoping, and compliance risk assessment.
Advice and Consultancy – in conjunction with the Head of Property Services and Compliance leaders you will provide advice, consultancy and training to clients.
To apply for this position please email your CV to firstname.lastname@example.org
Head of People Resourcing
Head of People Resourcing
Chris Spencer is our Head of People Resourcing. With over 35 years of experience in recruitment, Chris is responsible for recruiting mid to senior level property experts externally for our clients and internally for Pennington Choices.
Chris manages an external recruitment practise that delivers targeted searches to resource and deliver ‘hard to fill’ permanent, interim and contract placements with clients in social housing. Chris also maintains an experienced talent pool of high calibre interim managers and directors for deployment in fixed term interim and consultancy positions.
- Sourced and recruited the ‘Group Managing Director’ for Liberty Group, a subsidiary of Forviva Group.
- Sourced and recruited the ‘Director of Technical Services’ for IDS Housing Association.
- Sourced and recruited three ‘Asset Management Specialists’ for Magenta Living.
- Sourced and recruited group ‘Head of Compliance’ for New Charter Housing Group.
- Sourced and recruited an ‘Operations Director’ for a niche engineering business that had been unable to source the right person for over a year.
- Placing the ‘Operations Director’ and ‘MD designate’ in a company who then became a client based on the quality of their recruitment experience.
- Director level experience managing a multi £m business.
- Devised the search strategy and delivered the recruitment of +20 senior engineers for a global manufacturing organisation, with three exercises over consecutive years worth in excess of £300k.