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Operations Support Manager

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Job Reference: 2129
Number of Positions: 1
Job Category: Miscellaneous
Contract Type: Full Time
Salary: £35,000 to £45,000
Location: Belfast
G4S Region: UK & Ireland
Country:United Kingdom

G4S Business Unit:
Closing Date: July 2, 2018
Package Description: 25 days annual leave plus 8 bank holidays. Company car

Job Introduction:

An exciting opportunity has arisen for an Operations Support Manager to join our organisation and to work as a key member of a large public sector client contract delivery team.   This unique role is a key position within the Northern Ireland division of the G4S Secure Solutions business and as such we are seeking experienced candidates who can demonstrate the ability to manage and lead various business support functions that are closely aligned to the operations management team.

About G4S

G4S, the leading global security and outsourcing group, specialises in outsourcing of business processes in sectors where security and safety risks are considered a strategic threat. G4S is the largest employer quoted on the London Stock Exchange and has a secondary stock exchange listing in Copenhagen. G4S has operations in more than 120 countries and over 620,000 employees.
We are a large scale service provider of secure solutions.  Within Northern Ireland we work with a number of Public sector, Private sector, Business and Commercial clients.  We are passionate about our customers and their business and strive to work in partnership.

Role Responsibility:

If you are successful in your application you will be responsible for managing two functional support teams, these being a HR & Recruitment function and a Finance & Contract Administration function.  Each of these two departments will have a lead manager whom will report into you.  They will be the functional lead for the support department and as such will be the expert in that area.  However your relevant experience and expertise across HR, Recruitment, Training, Finance, Contract Administration and Quality/Compliance will be essential to your effective leadership and management of these support functions. 

The role will also require you to assume responsibility for managing a team of resource planning and scheduling specialists.  As we are providing real time delivery services to our client(s) on a 24x7 basis you will need to ensure that this team are effectively forward planning the deployment of the correct personnel whilst also managing any reactive needs to cover all scheduled shifts and resource requirements.  This will extend to duty manager coverage and ensuring that the operational team are informed effectively of any issues or client escalations that may arise from resourcing gaps.

As part of a large service team you will also work closely with the Operations and Contract managers to ensure that the support teams are fully engaged with the overall delivery of the contractual KPI’s and service levels expected by the client(s).  Your previous operational management experience will enable you to bridge the gap between operations and support functions and contribute to the successful achievement of shared goals and objectives. 

Ideally your operations management experience will extend to business transformation projects.  There will be specific projects within the life span of the client contract that will require G4S to deliver efficiencies and service improvement initiatives.  Your ability to contribute to these and take the lead on certain key projects will be critical. 

All of your previous experience of managing operations teams, support functions, resource planning teams and business transformation initiatives will enable you to be truly successful in this new role.

Role Responsibility:

  • Providing leadership and management across your business area (HR / Recruitment / Training / Resource Planning / Finance / Contract Admin / Quality & Compliance).
  • Effectively setting out goals and objectives for your teams, including those for Supervisory and Management roles that may fall under your report line and structure.
  • Devising and delivering a strategic plan to fully support the operations team so that all contractual targets are exceeded.
  • Provide ongoing support to the Operations Management team with specific projects falling under your remit / objectives where required.
  • Driving employee engagement by personal interaction and engagement with the team in order to develop and counsel G4S staff in the duties and responsibilities.
  • Support the HR function with the need to run a continual employee engagement plan.
  • Taking responsibility for managing contractual budgets in line with financial targets.
  • Monitoring and evaluating unit performance on key client focused issues and programs, establishing corrective action programs where appropriate.
  • Working closely with local support functions and with ‘remote’ shared service support functions to ensure all aspects of the business requirements are being effectively managed.
  • Ensuring that all schedules and forecasts for the required headcount in each contract/client work location are managed.  Factoring in aspects such as planned & unplanned absence, new client requirements, one-time event requirements, disaster recovery & business continuity requirements.
  • Identifying training requirements and solutions across the contract.
  • Scheduling any G4S or client training across the work calendar in an effective way, ensuring minimum impact on service delivery.
  • Oversee the recruitment function to ensure that our headcount requirements are scheduled as part of the ongoing recruitment teams workload.  And participate in actual recruitment activity (planning, interviews, recruitment road shows etc) as and when required.
  • Completing employee performance reviews and create effective performance management scorecards.
  • Controlling and sign off employee payroll, expenses and any other associated employee costs.
  • Safeguarding that all appropriate employee certification is in place with regular checks and audits completed.
  • Meeting all Compliance standards, Health and Safety and Security standards
  • Undertaking internal audits and client site / contract audits to the required schedules.
  • Creating and maintaining a strong customer relationship with all internal stakeholders and contractor stakeholders.
  • Scheduling and attending client meetings including monthly/quarterly service reviews.
  • Complying with contractual standards in relation to KPIs; managing client invoicing within the agreed business timescales.
  • Taking ownership of any outstanding billing issues for your business area, including PO reconciliation and aged debt management.
  • Identifying efficiencies and business transformation opportunities across your client contracts.
  • Understanding customer processes across the operational delivery unit to enable the provision of viable service delivery responses.
  • Effectively tracking and documenting any in life contract changes.

The Ideal Candidate:

Essential Requirements

  • 5 years checkable work history
  • Unrestricted right to work in the UK/EU
  • Fluent written and spoken English
  • Minimum of 5 years’ experience in a role that required the management of teams of people and client contracts.  Extending to HR, Recruitment, Finance, Resource Planning and Operations Management.
  • Minimum of 3 years’ experience of managing and leading other managers.
  • Experience of working with Public Sector clients
  • Excellent IT skills e.g. Microsoft Excel, Word, PowerPoint & Google Mail
  • P&L management, budgetary control and balance sheet reporting.
  • Flexibility to travel as per business needs. 

Preference will be given to candidates who also meet the following:
Ideal Requirements

  • Demonstrable management experience in a security industry role or equivalent.
  • Experience of stakeholder management within both Client and Internal business areas.
  • Evidenced planning and organisational skills within a customer focused business
  • People management skills with experience of dealing with HR related people issues
  • Previous contract management experience in handling customer demands.
  • Track record of working in a fast paced and demanding environment.
  • Strong communication and negotiation skills
  • Good level of financial awareness
  • Be able to demonstrate the ability to produce written Operational Orders (ie.  Plans ) for specific events, when necessary


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Please Note: The application deadline for this job has now passed.


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