Title: Operational Support Team Manager
Location: Aldgate, EC3A 7BB
Pay: £45,000
Hours: 45 Hours
To provide excellent service to colleagues, clients and suppliers, ensuring duties are carried out to the highest of standards and supporting the strategy team in achieving business results and growth.
The Acuity Support Team covers all planned and unplanned absence cover throughout the Acuity portfolio of contracts, through a dedicated team of fulltime, part-time, and casual team members. Acuity also uses regular agency staff to support the business when needed.
Support Team Management / Coordination Duties
- To strategically lead the day-to-day management of the Acuity Support Team, including booking and coordinating the team and advising on who and where to prioritise. Including the booking and coordination of any agency support staff when needed.
- To manage and support the Acuity Support Team Coordinator in booking all Support Team staff as required.
- To manage the bookings of the Support Team to support with any additional work / events requested by our clients.
- To provide support based on the business needs and priorities and anticipating support requirements across the contracts through frequent communication with key stakeholders.
- To regularly meet with the Acuity operational team and Acuity clients to ensure the Support Team are delivering and are able to deliver what is expected from them.
- To maintain the right level of employees on the Support Team with fluctuating demand.
- To ensure any unreserved days are utilised through site training, ensuring that team members have maximum training to cover an appropriate number of contracts within the Acuity portfolio.
- To ensure a timely and professional response is given to all colleagues, suppliers and clients via email or telephone.
- To manage the Support Team email inbox and action / respond to all emails in a timely manner.
- To work with the Support Team Coordinator, to receive, answer and handle all urgent incoming calls and texts from 5am each working day.
- To develop relationships with internal and external clients to understand and address their needs.
- To liaise and build strong relationships with the approved Acuity / Bidvest Noonan staffing agencies.
- Attend monthly, quarterly, mid-year and end of year reviews with contract clients, if required.
- To plan and organise your workload work so that it is efficient and effective.
- To complete a timely and comprehensive handover with your line manager or designated colleague before scheduled leave of absence.
- To ensure an effective and flexible approach at all times.
- To lead the recruitment of all Acuity Support Team members including advising on the ideal numbers and pressure points during a month/quarter.
- To process and complete the onboarding for all Support Team members.
- To complete team communications by ensuring regular one-to-one meetings, midyear reviews and annual reviews with all Support Team members.
- To manage holiday requests / approvals for the Acuity business and keep the Acuity Holiday Tracker up to date.
- To manage any feedback that is provided and complete any HR requirements that may arise, have a full understanding of the HR procedures, and utilise the support services available.
- To conduct and manage any HR related issues i.e. probation reviews, sickness, performance reviews etc.
- To ensure the completion of and maintenance of accurate records of all personal files of the Support Team, managing any requirements that may be requested by HR or the Support Team employee.
- To order and distribute uniforms for the Support Team and manage associated costs.
- To conduct a team meeting every 6 months to update Support Team on business updates and to create connections between team members.
- To be responsible for the effective training and development the Acuity Support Team ensuring they attend core Acuity training courses and keeping their training records up to date.
- To adhere to Health and Safety policies pertaining to the role and work environment.
- To ensure confidentiality of sensitive information at all times, particularly relating to HR activities, salaries and business activities, including adhering to the Business Code of Conduct.
Financial Management Duties
- To accurately process agency invoices each month to ensure timely payment can be made to the agency.
- To understand all charges / associated costs and be able to recharge costs to the correct account.
- To financially plan for the Support Team and ensure the contribution to the overall Acuity budget is achieved on a monthly basis. This includes reviewing staff levels, agency usage, booking rates etc.
- To manage the profitable financial performance of the Support Team account.
- To oversee the management of Support Team’s payroll.
- To prepare, review and submit a monthly Support Team report, including information on team profit or loss.
- To assist in preparation and presenting in any tenders and sales pitching to guarantee business growth.
- To seek new ways of working to continually improve the service we are delivering and how the Support Team is managed.
- To proactively identify opportunities and develop new ideas that will lead to improvements.
Existing Skills and Experience
- Minimum of 2 years’ experience in managing and developing operational teams.
- Minimum of 2 years’ experience working within hospitality or corporate guest services.
- To have excellent people skills, with a thorough knowledge of service operations.
- Attention to detail and financially savvy.
- To have proven background in developing and maintaining high quality support for key business stakeholders including demonstrative skills in multi-tasking and high-quality communications.