The Operations Manager is responsible for planning, organising and managing the overall operations of the cleaning services business. The role involves overseeing business activities, managing staff and operational resources, coordinating cleaning contracts, maintaining client relationships and ensuring the efficient and profitable delivery of services.

The position requires strong business management, leadership and organisational skills, together with the ability to manage operational performance, identify business opportunities and ensure the business meets its contractual and operational objectives.

Job Requirements

  • A minimum of 2 years of relevant work experience in operations management or a related service industry, or a relevant qualification at Level 5 or above.

Key Duties and Responsibilities
1. Business and Operational Management

  • Plan, organise and manage the overall operations of the cleaning services business to ensure efficient service delivery and achievement of business objectives.
  • Establish operational policies, procedures and service standards for the delivery of cleaning services.
  • Oversee the management of cleaning contracts and ensure services are delivered in accordance with agreed contractual obligations.
  • Develop operational plans, allocate resources and coordinate business activities to meet client requirements.
  • Monitor business performance and implement strategies to improve operational efficiency and profitability.
  • Identify opportunities to expand business operations and develop new service offerings.

2. Staff and Resource Management

  • Manage the recruitment, selection, training and performance of cleaning staff and other operational employees.
  • Establish staffing requirements and allocate responsibilities to ensure adequate workforce coverage across client sites.
  • Oversee staff rosters, work schedules, attendance and productivity.
  • Provide leadership, direction and support to employees to maintain performance and service standards.
  • Manage staff-related matters, including performance reviews, training requirements and workplace issues.
  • Ensure appropriate cleaning equipment, materials and supplies are procured and allocated to support business operations.

3. Client and Contract Management

  • Develop and maintain business relationships with existing and prospective clients.
  • Negotiate service arrangements, manage client expectations and oversee the implementation of cleaning contracts.
  • Review client requirements and ensure cleaning services are appropriately planned and delivered.
  • Monitor client satisfaction and resolve complaints, service issues and contractual concerns.
  • Prepare and review service proposals, quotations and tenders to secure new business opportunities.
  • Maintain ongoing communication with clients to identify changing requirements and opportunities for additional services.

4. Financial and Administrative Management

  • Prepare and manage operational budgets, monitor expenditure and control business costs.
  • Monitor revenue, labour costs and contract profitability to support the financial performance of the business.
  • Review operational and financial reports and implement corrective measures where necessary.
  • Oversee administrative functions, including contract records, staff documentation, invoices and operational reporting.
  • Ensure appropriate business resources are maintained and utilised effectively.

5. Service Quality, Compliance and Risk Management

  • Establish and oversee quality assurance procedures to ensure cleaning services meet agreed standards and client expectations.
  • Monitor service delivery through regular site inspections and operational reviews.
  • Ensure compliance with relevant workplace health and safety requirements, employment obligations and industry standards.
  • Identify operational risks and implement appropriate measures to minimise disruptions to business activities.
  • Oversee the appropriate handling, storage and use of cleaning chemicals, equipment and materials.

Skills and Experience

  • Experience in managing business operations, preferably within the cleaning, hospitality or service industry.
  • Strong business management, organisational and leadership skills.
  • Experience in managing employees, contracts, budgets and operational resources.
  • Excellent communication, negotiation and client relationship management skills.
  • Ability to assess business performance and implement operational improvements.
  • Good understanding of workplace health and safety and employment requirements.
  • Strong problem-solving and decision-making abilities.

 

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