Job Purpose
The role is a client-facing role that embraces operational management of a number of commercial catering contracts.
Duties and Responsibilities
- Develops effective communication and strong customer, client and supplier relationships to aid business retention (Customer & Client satisfaction)
- Ensure positive flow of communication
- Develops good relationships with clients, customers and sets up quality monitoring procedures
- Implements process to gain qualitative feedback about client and customer satisfaction
- Draws up action plans to deal with customer & client comments
- Carry’s out contract / service reviews and drafts/implements local service level agreements
- Liaises with clients on service developments
- 1st line client contact/issue resolution
- Customer / client satisfaction ratings
- Frequency of client meetings and client feedback
- Ensure effective contract management and development of employee resources
- Organises and deploys labour in commercial & efficient way
- Monitor and coach performance of employees
- Positively manages poor performers
- Agree objectives and sets standards for all employees
- Implements formal performance review and development system
- Draws up and implements training and development plans
- Implements company HR policies, procedures and initiatives that develop multi skilled flexible work force and foster good practice employee relations
- Recruits staff in line with policy & procedures
- Carry’s out induction
- Develops empowered, multi skilled operational teams
- Monitors and manages labour turnover
- Liaises with Trade union shop stewards
- Develops and implements effective employee communications & team meetings
- Evidence of planned training and development activity
- Evidence of high performing teams
- Employee satisfaction rating
- KPI’s and Performance development reviews in place for all staff
- Evidence of vision & values / multiskilling in the business
- Manages business to drive efficiency and productivity to maximise growth through turnover and profit contribution (Market Leadership)
- Identify added value business opportunities i.e. new services
- Implements brands and monitors adherence to brand standards, where appropriate
- Supports sales process and contract negotiations
- Draws up and presents proposals and negotiates contract variations
- Develops food standards and initiatives to deliver ongoing food innovation
- Provides operational leadership to ensure contract delivery in line with company / client needs
- Monitors operational service delivery and standards ensuring compliance with statutory / contractual / company requirements
- Compiles and implements business plans
- Sets up effective purchasing disciplines and ensures that these are implemented and adhered to throughout the contract
- Agrees and sets responsibilities and standards of performance with each unit manager
- Implements formal quality monitoring and action plan to address issues
- Proactively develops service in line with customer needs and quality monitoring results
- Ensures effective management controls and relevant business processes are in the business
- Ensure accurate and relevant management information for business decision making
- Plans and project manages implementation of business initiatives, events, mobilisations and integration of new business
- Evidence of contract compliance & of operating standards of performance adhered to in the business
- Appropriate business controls & processes adhered to
- Business performs to plan
- Mobilisation of new business in line with the planned timetable
- Purchasing strike rate
- Compiles budgets in line with company timetable
- Implement business plans / budgets in each contract / area
- Agree financial targets with each manager and monitor performance against these targets
- Supports “review and amend” activity
- Compiles financial reports and forecasting and agrees actions to address under performance
- Monitor implementation of unit financial systems, business controls & processes
- Monitors Cash & stock movements including carrying out audits including cash & stock checks
- Monitors client invoicing process and ensures prompt payment
- Carry’s out costing and price negotiation for contract variations, ensuring that all additional work is correctly charged to client
- Implements company working capital procedures
- Implements and monitors labour management programs