Area Operations Manager (M4 Corridor)

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Area Operations Manager (AOM)

Regional cleaning operations leadership across multiple sites

The Role

The AOM is the person regional cleaning delivery runs on. Rather than being anchored to a single building, you hold a portfolio of contracts – moving between sites, understanding each one's budget and client relationship, and stepping in wherever standards need lifting. When a Site Manager hits something they can't resolve alone – a client escalation, a sudden gap in cover, a KPI slipping – you're the person they call, and you bring the regional mobile team with you when extra hands are needed.

You're responsible for implementing the strategic direction of cleaning operations across your patch, and for making sure every site under your remit reflects an engaged, positive team culture in line with JLL's vision and values.

Key Responsibilities

Leadership

You lead the cleaning teams across your sites, working to create a positive, motivational and supportive working environment wherever you go. That means advanced planning of all cleaning operations – including periodic tasks with clear schedules and sign-off – so nothing falls through the cracks between sites. You put real focus into training and developing teams, building good working practices with a vision that covers both the cleaning operation itself and the customer experience it creates. Excellence has to show up consistently: security, health and safety, compliance, cleaning standard, colleague appearance and presentation (a full, clean uniform, every time), and the everyday courtesy of guest and staff interaction.

Best Practice and Innovation

You're the professional point of support for the business on service-related and contractual matters, holding high standards while staying flexible enough to meet changing operational needs – and you're expected to suggest new initiatives that keep improvement and best practice moving. Cleaning feedback and complaints are yours to own through to conclusion, and you work closely with stakeholders and departments across the business to add value and promote teamwork throughout.

On the operational side, you manage and report on cleaning budgets across your sites with full transparency, including forecasting, and you control the delivery of colleagues' rosters to ensure compliance is always maintained. You lead the team in managing absence and holiday records – sickness and annual leave included – organising non-agency cover wherever possible to avoid staff and qualitative shortfalls. Monthly audits are run to keep cleanliness and safety standards high, and you manage recruitment, induction, development and retention so that good people stay.

Quality and compliance sit at the centre of the role: adequate performance measures (KPIs and SLAs) are adhered to, with any failures resolved professionally and clear next steps made visible to all; quality audits are conducted to ISO9001 requirements; and strict compliance with the Data Protection Act, GDPR and associated regulations is non-negotiable. Day to day, that means delivering excellent leadership, communication and motivation to each site-based team, communicating daily so a sound channel exists for team goals to be achieved – and making sure each on-site Supervision Team is fully conversant with their individual tasks and responsibilities, even when you're not physically there.

Team Management

You lead and support your direct reports in an engaged, positive manner, and hold them to delivering exceptional operational standards alongside genuinely meaningful building user interaction. Working with the Senior Leadership Team and Operations Management, you forward-plan staffing to ensure capacity is met – paying particular attention to how the service scales during peak periods without sacrificing SLAs. Every team member should feel valued: annual job chats identify who wants to progress their career, and you work with HR and L&D to put development plans in place where possible. You also work alongside HR and L&D to deliver Customer Experience training for colleagues, participating yourself where necessary, and identify training needs for your direct reports so the SLT can shape training plans for the wider cleaning and operational team.

Communication

Effective operational communication – meetings, handovers, reporting – has to run smoothly across every site you cover. You attend daily, weekly and monthly business progress meetings and team meetings as required, and deliver concise, clear written reports that aid company communication both internally and externally. Confidentiality is absolute: when communicating with a client, you make sure internal JLL information is never shared.

Brand Enhancement

You ensure your own behaviour and your team's reflects the JLL Brand and Culture, and you actively look for opportunities to drive a more sustainable service. The aim throughout is to consistently exceed customer expectations and deliver long-term, sustainable customer satisfaction.

Key Performance Indicators

Staff attrition rate below the National/Company standard

Direct reports utilising Timegate, with training completed on 'Let's Connect'

Number of client compliments and complaints

All mandatory training up to date

Monthly Toolbox talks delivered and evidenced

H&S tours up to date

Agency targets adhered to

Contract KPIs achieved

Dimensions

Reports to: Client Relationship Manager

Site location: Regional – multiple site responsibility

Qualifications

Microsoft Outlook, Word, Excel

Experience in operational management

Experience in developing others

Person Requirements

Essential

DSB cleared

IOSH or equivalent

Able to have difficult conversations

Demonstrates high personal standards

Innovative and creative

Organised

Desirable

Maths and English GCSEs or equivalent

Location:

On-site –London, GBR

Job Tags:

Solid Waste Management

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!

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