Head of Operations – BBC

Manchester, Lancashire
Emcor UK
Overview Working Hours: 08:00 – 17:00 Monday to Friday

Benefits: Car Allowance, Private Healthcare, 25 days holidays + Bank holidays, Health Cash Plan, Discount Shopping, Gym, Days Out, Learning & Development opportunities, Paid Volunteering Days, plus many more.

About EMCOR UK:

At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to “create a better world at work”. Using our unique insight platform, One Data World, we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business.

Responsibilities

• To actively manage and develop the relationship with our customers, using the EMCOR UK principles of Key Account Management. The Head of Operations, alongside the Strategic Account Director, is responsible for operational and financial ownership, and for the overall success of a prestigious client account. The role will form part of the contract senior leadership team (SLT) and contribute to the strategic direction of the account.
• The Head of Operations will be responsible for operational delivery and P&L to specific regions within the client’s estate, including full P&L responsibility with a focus on increasing net profitability and growing the account through the introduction of additional projects and services. Lead client interface for their specific regions, ensuring cost-effective and timely delivery of all contractual obligations and service provisions, while introducing process improvements and innovation. Key stakeholders include BBC Regional Estate Managers (REMs) and the BBC Workplace SLT.
• Work collaboratively with all client team members to gain trust and confidence. Maintain agreed margins and proactively seek opportunities for growth.
• Develop strong client relationships and apply Key Account Management principles to foster good working relationships at every level and optimise the commercial position of EMCOR UK. Promote and deliver customer service excellence.
• Lead key account planning and management to achieve best practice operational FM, budget planning in line with company requirements, cost control of each service stream and P&L responsibility. Deliver and implement an integrated package of hard and soft services including cleaning, Reception, post, events, M&E works, fabric repair, maintenance, asset services and statutory building services, including all associated Integrated FM services (excluding man guarding and catering). Drive the project pipeline.
• Effectively plan resources and manage an in-house team and specialist subcontractors. Ensure all agreed SLAs are achieved according to the Performance Management System and KPIs.
• Collaborate with the account SLT to develop an organisational culture reflecting the EMCOR UK brand and values, fostering a positive employee relations climate and a culture of continuous improvement to drive value for the client.
• Deliver Key Account objectives and goals in line with the Key Account Plan. Take ownership of all contract service streams and be the point of contact to the client on operational matters for their area (Region).
• Ensure a culture of relationship management, team working, task ownership and accountability, including flexible working.
• Leverage relationships to seek new business and growth opportunities within the account.
• Demonstrate tenacity and commercial acumen to strengthen relationships and embed EMCOR UK in the client’s operations.
• Ensure integration of team working across all service streams and subcontractors within your remit.
• Support and drive new business initiatives and opportunities across your zones and implement any service variations, changes or agreed innovations.
• Communicate operational management deliverables, objectives and targets to all managers and supervisors.
• Ensure issues are reported, managed, controlled and resolved safely and promptly.
• Evaluate performance data and operational status information for reporting; implement action plans for any out-of-line situations.
• Maintain close liaison with the client FM team regarding the status of contractual operations.
• Champion the IMS Quality system and ensure its compliance.
• Ensure service excellence and quality management across all relevant service streams.
• Maintain a program of initiatives and achievements through the value creation innovation process.
• Attend formal site meetings with the client in a prepared and professional manner.
• Manage inventory across service streams, ensuring storage of adequate critical material spares and consumables.
• Ensure quality performance through auditing staff in task performance, workmanship, housekeeping, and customer satisfaction.
• Crisis Management – operate emergency response procedures with escalation requirements and liaison as needed.
• H&S – develop a culture of safe working across all service streams including subcontractors.
• Ensure site safety compliance and Quality policy adherence through auditing and self-checking in conjunction with the central HSEQ Manager.
• Ensure subcontractor visits are controlled and that services are undertaken according to agreements, Method Statements, Risk Assessments and frequencies, with effective audits and reporting.
• Ensure inductions and training for all technical and non-technical staff, including H&S Team Talks.
• Conduct staff performance appraisals of direct reports and arrange training and development; cascade account objectives and targets throughout delivery teams.
• Support and undertake accident investigation, reporting and corrective actions.
• Ensure compliance with Safe Systems of Work including Permit to Work and Isolation.

To carry out other duties as may be reasonably requested by EMCOR UK management or the Client, including: deputising for the Strategic Account Director; strategic review of maintenance techniques; asset management ISO55001; continuous review of subcontracted work; risk assessments; scope changes.

Resource responsibilities: Accountable for client relationship management of BBC staff and their representatives within the region of responsibility. Leadership of employees (300+), and control of key service partners and suppliers with a value in excess of £20 million PA (North/South Region).

About the role Who you’ll be:

• A proven track record of working at Senior level responsible for profit and loss of complex IFM Accounts, ideally £10m plus annual turnover.
• Thorough knowledge of outsourced facilities services in the UK, including both soft and hard FM service lines.
• Proven experience delivering services within a highly regulated environment (Nuclear or equivalent).
• Demonstrable experience delivering significant and consistent growth by introducing new service lines and project work.
• Effective and progressive leader of change with the ability to lead others toward acceptance of new ideas and practices; capable of transformational leadership.
• Strong commercial awareness with a track record on complex contracts and accounts.
• Ability to develop strong relationships with key customers to support account development and long-term profitable tenure.
• Empathy with customers to rapidly understand needs and galvanise resources to satisfy demands.
• Determination and resilience to achieve objectives under pressure, with ability to drive win-win solutions.
• Self-starter with resilience and energy to pursue objectives and challenge norms.
• High level of customer service excellence and ability to deliver quality service.
• Experience with Performance Measurement Systems.
• BIFM qualification to level 5 or IFMA CFM or equivalent, or equivalent experience; member of BIFM or a recognized industry body.
• Valid, full UK driving licence.

EEO statement: EMCOR UK embraces and celebrates diversity in all its forms. We welcome applicants from all backgrounds and experiences, regardless of age, race, gender, sexual orientation, religion, disability, or any other characteristic. We are committed to equal opportunities for employment and growth with inclusive policies and practices. Join us in building a culture of mutual respect and equity, where every voice is heard.

Additional Benefits:

• Industry leading maternity & paternity policies
• Refer a friend scheme – £500 per referral
• GEMS – internal recognition scheme with vouchers for Amazon and retail/dining
• Discount shopping, gym, mobile, family activities, insurance, dining experiences, car leasing and breakdown cover
• Bike To Work Scheme
• Health cash plan – optical, physiotherapy and wellbeing benefits
• Access to health assessments
• Employee Assistance Programme – guidance on personal, health . click apply for full job details