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Head of Operations Support Glasgow, United Kingdom Up to £50,000 - £60,000

Head of Operations Support

Location: Glasgow, United Kingdom |
Salary: Up to £50,000 - £60,000 |
Posted: 5 Sep 2019 |
Closes: 19 Sep 2019 |
Business Unit: UK Secure Solutions |
Contracted Hours: Full-time |
Employee Status: Permanent |
Reference: 190001TI-internal

Support the delivery and maintenance of the Events calendar from a planning perspective, managing supply and demand across all aspects of resource management and logistics. Drive effective and consistent utilisation of the system, ensuring appropriate MI is available to key stakeholders through each stage of the planning and delivery cycle to enable delivery of customer requirements and meet revenue and profit expectations across each Event.  This role is responsible for leading a centralised team of schedulers & administrators, who will engage with a large casual workforce and working closely with operational management, Finance and HR.

Key Responsibilities/Accountabilities

  • Lead the Operational Support function, effectively communicating and managing the team to ensure delivery of  the function and overall business objectives
  • Review new customer requirements at bid stage, inputting to costs,  to ensure the business is able to deliver requirements at the right margin
  • Ensure the  events calendar is proactively scheduled on the system,  including major events, to enable timely decision making along with the Operation, Resourcing and Training teams on the most efficient and effective methods of resourcing across both volume of staffing required and skill set 
  • Establish a fit for purpose resourcing model to deliver the staffing required of BAU and major events in the most efficient and effective manner
  • Establish and deliver a suite of MI/ dashboard to drive proactive decision making and improvements in key performance indicators across the Operations Support and broader business functions. 
  • Establish a set of assumptions based on data to ensure delivery of staffing in line with customer requirements whilst minimising cost (i.e. overmanning levels and approach based on no shows / drop out per day etc)
  • Own supplier relationships using MI to enable negotiations to establish, consistently review and improve the supplier base and contractual terms in partnership with the relevant Operational owner (across all processes including uniform / equipment / bought in labour / travel and accommodation)
  • Establish an end to end process in conjunction with finance to ensure all events are planned and delivered in line with customer requirements and financial performance in line (as a minimum) with budget, against revenue and profit
  • Work collaboratively with the Resourcing and Training functions to provide early visibility of Events recruitment and training requirements 
  • Define appropriate KPI’s, own and review planning and booking processes to ensure consistency, maximise resources and mitigate cost in relation to resourcing  staffing, uniform, travel, accommodation, bought in labour and equipment
  • Implementing and managing all G4S Events scheduling operating procedures, ensuring maximum compliance including WTD, SIA legislation RTW issues, supporting with payroll and reporting on absence trends, drop outs and no shows.  
  • To lead on the on-going strategic qualitative performance reviews of the ops support function – along with workforce analysis of deployment and worker self-service systems to enhance the casual worker offering and provide clear and measurable performance reports of the department to the BU MD. 
  • Establish processes through the scheduling and administration teams, including effective communication,  to improve workforce utilisation and engagement 
  • Undertake or participate in projects in line with overall Events or wider business requirements
  • Ensure compliance against all internal, external and legislative requirements including but not limited to working time directive, SIA, requirements of approved contractor scheme, procurement / buying processes 
  • Liaison with wider scheduling teams in guarding, to maximize and support with dropped shifts and red hours and maximizing work opportunities for the casual workforce to cover shifts. 
  • Attend leadership team meetings within the events department contributing to business strategy and planning 
  • Demonstrate teamwork and collaboration across all departments within SSUKI to ensure the overall success of the business and sharing best practice
  • Drive a continuous improvement culture, staying abreast of industry trends and innovations in systems and ways of working to deploy projects that enable  demonstrable improvements across key performance indicators


Essential Skills & Knowledge

  • Degree qualified or relevant previous experience

  • Previous experience of high volume workforce planning 

  • Experience of leading a planning / scheduling team delivering spiky and high volume labour requirements

  • Excellent numerical reasoning skills


Desirable Skills & Knowledge

  • Experience of driving continuous improvement against a Lean or Six Sigma methodology

Key Competencies

  • Managing with complexity

  • Managing Professionally

  • Delivering Performance

  • Teamwork and Collaboration

  • Leading People

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