Operation Support Manager | Mon to Fri 38 hours | Balcatta Support Centre

Company Description

Sodexo is a people business, employing over 400,000 people worldwide and thousands in Australia. Our hospitality all-rounders play a key role in keeping our sites functioning and well-maintained for village residents' safety, comfort, and well-being. Working with Sodexo is more than a job; it’s a chance to be part of something greater because we believe our everyday actions have a big impact.

Job Description

The Operations Support Manager role purpose is to deliver operational support to the IFMS business segment, driving continuous innovation, growth and performance delivery.

The role will oversee and monitor daily operations, ensuring alignment and compliance to internal Sodexo, and external client processes and procedures to support conformance to contractual management plans.

To provide analytical insights, information, and recommendations to develop strategic plans, objectives and KPIS; implement performance efficiencies, productivity and quality to enhance customer-service standards and integral business growth and development.

The role with additionally coordinate the activities of the Senior Operations Leadership Team to support effective and successful management of the day-to-day operation. 

Job Scope

• Reporting directly to the Director of Operations, the Operations Support Manager has the primary purpose of driving and sustaining IFMS contract performance using operational excellence skills including strategic review, process design, capability development, and continuous improvement.
• The OPSM is responsible for overseeing all organisational business systems, including developing and implementing processes and procedures, reviewing and providing analytical insights, coordination of programs and projects to support operational growth and innovation. 
• The OPSM will lead and shape corporate service functions to drive operational integration, sustainable efficiencies, business innovation, and operational excellence.
• The OPSM will prioritise development of operational projects and initiatives, highlighting innovative operative opportunities based on integral business data and trends. 
• The OPSM will liaise with executive leaders and other departments to provide operational insights, trends and performance overview.
• The OPSM will support the initiation and development of processes and operating procedures which enhance operational service delivery, growth and financial sustainability.
• The OPSM will ensure operational alignment and compliance with internal Sodexo, and external client processes and procedures to support conformance to contractual management plans.
• The OPSM will support continuous improvement of processes and operating procedures to increase efficiency, simplify work practices, leverage IT system capabilities and maintain industry’s best practice.
• The OPSM will assist in the resolution of escalated issues, taking ownership and ensuring outcome at the best interest of the business unit.

Responsibilities

• Improve, develop and implement operational management systems, processes and best practices aligned to meet business objectives.

• Contribute operational information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends.

• Formulate strategic and operational delivery plans and objectives supporting business growth and development.

• Consider the needs of external and internal stakeholders and incorporate them into new strategic plans

• Act as the Operational SME to deliver business programs through planning and development.

• Prioritise development of operational projects and initiatives, highlighting innovative operative opportunities based on integral business data and trends. 

• Oversee and monitor daily operations, ensuring alignment and compliance to internal Sodexo, and external client processes and procedures to support conformance to contractual management plans.

• Identify ways to increase quality of service delivery maximising performance, efficiency and sustainability.

• Assist the resolution of escalated issues, taking ownership and ensuring outcome at the best interest of the business unit.

• Maintain safe and healthy work environment by establishing, following, and enforcing standards and procedures; complying with legal regulations

• Improve, develop and implement operational management systems, processes and best practices aligned to meet business objectives.

• Highly skilled in project management, strategic planning, operational improvement, root cause analysis, and group facilitation, with strong written communication skills and the ability to successfully influence others to adopt new approaches and behaviours.

• Technology-savvy and proficient in Microsoft 365 applications, including Teams, PowerPoint, and Excel, which are used daily to support collaboration, analysis, and business outcomes.

Qualifications

• Demonstrated experience in administration management/office management 
• Demonstrated high level analytical and problem-solving skills.
• Ability to analyze and synthesis high volumes of data and present the information in meaningful and accurate reports.
• Expertise in identifying the key performance drivers of the business and developing benchmarks to assess and manage performance.
• Expertise in understanding key performance indicators of the contract and developing solutions scale and replicate success or remediate under-performance.
• Highly advanced Excel skills.
• Familiarity with dashboards and SharePoint.
• Experience with CRM and Power BI will be an advantage.
• Good knowledge of operations managemen
• Operational understanding – ideally having worked in an operational role previousl

Additional Information

• Competitive pay and job security in an essential services industry
• Access to 100+ retail discounts and multiple salary packaging options
• Great teamwork and a solid group of people around you!
• Opportunities for training and career progression within Sodexo