Business Operations Support Manager

We are seeking a dynamic Business Operations Support Manager to drive efficiency and modernise our operations. Reporting directly to the Head of Service Delivery, you will lead our digital transformation by collaborating with IT and Property Accounts to transition to a completely paperless reporting system. In this pivotal role, you will champion operational excellence within our 'back of house' Solutions Hub, managing personnel and administrative procedures while optimising staffing models to decrease reliance on subcontractors. As a "super user" of Javelin and Google systems, you will generate and verify critical financial reports—such as gross pay and dropped shifts—and conduct rigorous on-site auditing to ensure strict compliance with company and legislative standards. Ultimately, you will serve as a strategic partner to the broader Real Estate leadership team, providing the actionable, data-driven management information necessary to optimise overall service delivery.

Key Responsibilities/Accountabilities

• Building and managing Google App-Sheet (Site Manager) platform.

• Transitioning the account to completely paperless reporting (similar to SEGRO), which will drive financial efficiencies.

• Collaborating with intelligence on threat and intelligence initiatives for the account and the wider business.

• Playing a pivotal role in the development of digital  Service Improvement Plans for the contracts.

• General administration in support of the Account/Contract Management Team.

• Analysing raw system data from various customer CAFM systems and transferring it into analytic digital graphs and slide decks for client reporting and presentation.

• Ensure reports from tablets are visible to /disseminated from the Solutions Hub team.

• Participate in  Mystery Shopper, Site Survey and Penetration Tests.

• Prioritising own work whilst ensuring service level agreements are met.

• Be flexible with your schedule to ensure business needs are met.

• Maintain an exceptional discipline in running weekly reports in Javelin to ensure compliance and accurate reporting.

• Deliver to Head of Service Delivery overall client KPI results validated through Javelin and relevant CFAM systems. 

• Deliver to Head of Service Delivery employee care visit results validated through Javelin.

• Maintain relevant and up-to-date client information on G4S systems, including data required for correct completion of Assignment Details and Exceptions report.

• Red hours reporting and elimination.

• Work with our Finance Manager on Debt supporting the Head of Service Delivery, for data needed to ensure funds are obtained from our clients.

• Maintain Assignment Instructions and Risk Assessments tracker.

• Consistently  review site work practice, seeking ongoing improvement and making recommendations for improvement to site Assignment Instructions.

• Provide operational support and occasional client relationships may be needed to assist the development of the account. These will be interim until the right solution is found from a management perspective