Operations Director
Employer:
UPP Residential Services Limited
Business Unit:
Residential Services
annual programme per discipline across their specific portfolio. They will have a sharp focus on legislative compliance across all FM services and asset-based works that are undertaken by RS. They will lead from the front in these critical areas and drive performance to ensure engagement across all team members and ultimately high levels of compliance. The Operations Director takes a senior role in partner engagement as well as liaison and performance monitoring. They will develop and maintain mutually beneficial relationships with university partners and other key stakeholders. They will be adept in presenting concepts and proposals to an executive audience, both internally and externally. The role holder will be expected to operate in line with our values and behaviours, acting as an ambassador for UPP with our university partners, students and colleagues across the business.
• Engage in the summer works programme, including planning activities and execution of refurbishment, fire safety and sustainability works, resolving and escalating issues where required • Ensure compliance with Group strategy, policies and procedures • Undertake regular contract/performance reviews to monitor delivery against key performance indicators contained within Service Level Agreements • Monitor the quality of service delivery and ensure continuous improvement of the service to customers • Identify best practice opportunities for improvement and share this across the business to drive continuous improvement of operational performance • Lead the operational aspects of the implementation of new projects/mobilisation of new services, ensuring that mobilisation activities are adequately planned, resourced and delivered to time • Identify, and in collaboration with other UPP functions, and crystalise revenue transformation opportunities that grow the long term value of the business • Leverage the UPP CAFM system (Planon) to ensure appropriate works scheduling, reactive responses and reactive performance monitoring • Identify and leverage technology and digital transformation opportunities to drive services forward, supported by objective actionable data and insights
Reports To:
Executive Director, Residential Services
Location: Job Title:
North and Central Region
Operations Director
Direct Reports:
General Managers , Residence Director, Area General Manager, Operations Co-ordinator
Job Purpose The Operations Director fulfils a key strategic role within the Residential Services (RS) business and the broader UPP senior leadership team. This role will provide the strategic leadership, foresight and focus on delivery to ensure that the RS business accomplishes the requirements of the corporate strategy, actively contributing towards UPP’s strategic ambition and execution plan. They will take a long-term view of business success, translating the 3-year corporate strategy into tangible deliverables for the RS business unit to deliver. They will balance these longer- term business improvements with consistently meeting in-year targets and achieving associated key performance indicators. The Operations Director leads the overall management of RS delivered services to the University student residences and academic estate within the region. They will lead the regional site teams to deliver the highest standards of service to preserve and grow the value of the business, enhance the student experience and support our university partners. The Operation Director is accountable for achieving both long-term financial targets and annual budgets. They will instigate both cost
and revenue optimisation plans across the portfolio with the aim of sustainably reducing our cost base. They will proactively seek and crystalise business development opportunities with new and prospective partners to expand our FM services. They will be at the forefront or initiating service improvement programmes across both soft and hard service disciplines. They will drive an expanded use of technology to modernise and create smart sustainable services, whilst enabling a scalable operating model primed for growth. Data will play a key component is this role as we seek to improve the data available to us and its use to make more effective and impactful decisions. They will build capability and strengthen leadership within the region, creating a strong top tier of management with robust focus on performance, delivery, the customer and preserving/growing the value of the business. They will actively motivate and engage staff through a series of people programmes. People development and succession planning form a key part of this position. The Operations Director champions Health, Safety, Technical and Statutory Compliance, Fire Safety, Sustainability & Quality performance, and ensures delivery of the
Roles and Responsibilities FM Service and Contract Delivery
• Ensure site based operational teams are delivering FM services in accordance with UPP contractual requirements, balancing customer and commercial needs of key stakeholders • Drive enhanced performance across Hard and Soft FM to benefit student experience and corporate objectives • Execute and contribute to wider FM contract obligations such as benchmarking, variation management, change in law and performance management as captured in the facilities management contracts • Ensure compliance with all legislative, technical compliance and health and safety obligations
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