Quality assurance and improvement • Ensure the development and implementation of business systems and structures to underpin the effective day to day delivery of an excellent customer focussed Food and Beverage Service and the effective management of the commercial non-food retail portfolio. Ensure services, products and systems are fit for purpose, integrate appropriately with business requirements, and are aligned to changing internal and external influences. • Ensure the service complies with all relevant health and safety legislation, and relevant statutory codes of practice in relation to food hygiene, establishing effective mechanisms for monitoring compliance with legislative, quality, or procedural requirements and for dealing with complaints. • Co-create, manage, design, and implement a quality assurance (QA) policy and International Organisation for Standardisation (ISO), for the new BOPS teams and ensure it is integrated into the rest of the business functions. • Establish a risk management process for the service, ensuring risk assessments are developed and updated, a compliance framework is established and managed appropriately, all equipment maintenance is up to date, and staff are appropriately trained. • Oversee major change projects designed to deliver greater automation, self-service, and outsourcing, as well as to support strategy and achieve service and process improvements; conduct lessons learned exercises on completion of projects. • Proactively engage with sector peer networks, identifying best practice from other institutions in the UK and internationally, assessing performance against external benchmarks and reviewing/amending practices to ensure that the service is of the highest possible standard. • Develop and lead on process improvements; setting best practice standards and quality assurance within BOPS; promoting process improvements between teams, including those across relevant professional services and the wider university. • Evaluate service provision and recommend and implement innovative solutions to improve service quality, efficiency and continuity and introduce long term, sustainable improvements. • Identify trends that could have an impact on the BOPS financial position, recommend approaches to address these and implement solutions.
• Develop sustainability framework and embed within all business activities. • Identify areas of good practice and ensure dissemination across the BOPS. Service and Operational delivery Primary responsibility for leading all front of house Food and Beverage staff and retail including: • Managing the Food and Beverage Operations Managers, leading through them the development and implementation of systems and structures which underpin the effective service delivery of contract management, HR administration, Health and Safety and Food Safety Compliance, and finance. • Oversee the occupier delivery and mobilisation of all food and retail development projects. • Responsible for landlord and tenant experience within rent reviews, lease renewals, re-gears etc • Setting clear priorities for reporting teams and deploy teams flexibly to manage changing service demands. • Oversight of reporting on risk management and ensuring any required follow-up takes place in a timely and appropriate manner and the BOPS risk register maintenance and monitoring process is followed. • Developing, implementing, and evaluating operational plans, for example: responsibility for brand identity for the service, as required, managing the responses for the annual action planning process for budget and target setting, developing annual operating plans. Financial Management • Manage the budget ensuring resource is allocated effectively, that targets are consistent with, and led by, relevant operational plans; delegate responsibility for budgetary management as appropriate. • Ensuring that service resource planning and financial management support effective planning and decision making.
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