Job Description

Job Purpose

We are seeking an enthusiastic a dynamic Senior Portfolio Operations Manager to oversee our exclusive client contracts in London. The candidate will require extensive experience within the Front of House industry, hospitality and/or corporate sector and have a natural flair for customer service to lead and elevate our standards across all contracts.

This is a full-time role, working Monday- Friday 9-5pm, with flexibility depending on operational requirements. The role in based from our London office in Mayfair, working alongside a fantastic, energetic team.

We are offering a competitive salary of 55,000 and you will be entitled to 28 days holiday per annum, including bank holidays. You will also be eligible for our annual performance-based bonus upon successful completion of your 6 month probation period.

Key Responsibilities

Day to Day operational management of the Operations Support team Daily site visits/audits, acting as the key client contact. Report and liaise on a daily basis with the Head of Business to ensure effective communication of all matters Oversee recruitment for your contracts, ensuring all posts are fully staffed Oversee the development of the operations support team including training and mentorship, appraisals and daily support on all operational matters. Work closely/engage with the Guest Experience team working across your contracts and ensure communication is clear Deliver and maintain standards in alliance with the company standard operating procedures Work closely with our dedicated control room to ensure planning and allocating resources as and when required for your contracts Adhere to all company procedures, ensuring audits are carried out and documented in line with company policy. eg. H &S, mystery shopping, any other relevant site audits. Manage and motivate the operations support team and site team to improve standards and the quality of the customer experience, focussing on outstanding customer service Deliver, build and strengthen client relationships across your contracts Take responsibility for constructive/negative feedback, turning around any complaints and protecting the business's reputation Apply excellent attention to detail, maintaining effective controls and implementing the necessary systems and procedures for the smooth running of your contracts Ensure all HR issues are dealt with in a timely manner and followed up using company protocols Conduct monthly, quarterly and annual performance appraisals, setting targets for your team and ensuring each individual has their own development plan Develop sales leads where opportunities arise - passing and working alongside commercial lead to maximise sales opportunities/strategy Travel as and when required to conduct visit sites where the company is involved Ensure compliance with Key Performance Indicators, requirements, minimising associated risks to the companies and to the client Ensure Monthly and Quarterly reports are completed and shared with the client Hold weekly operational meeting with your team Lead on ideas and innovation for your contract Support with marketing and social media as and when required Ensure that all incidents are managed and responded to in accordance with company policies and procedures Provide presentations (in all forms, verbal and electronic) to service staff and clients as may be required from time to time in order to inform and educate and to maintain and provide input/databases/electronic statistics as required for inclusion in client reports as required Attend company quarterly meetings as and when required

Person Specification

Excellent communication skills and dynamic interpersonal skills Experience within the front of house/corporate industry (3years +), with a natural flair for customer service Experience within a similar management role Excellent organisation skills Proficient in excel, PowerPoint and Adobe. Immaculate presentation Proactive and ability to work well under pressure and problem solve Professional, highly driven, flexible, enthusiastic, self motivated, team player Maintain high degree of confidentiality at all times. Openness to undertake SIA licence to ensure security awareness 5 years of verifiable work history

What We Offer

Nest Pension Scheme Training and Development Opportunities Performance Bonus Staff Socials HSF Healthcare BUPA 24/7 Mental Health Support Cycle to work Scheme

Equal Opportunities

PROception is committed to ensuring equality of opportunity and to the principle that employees should be entitled to work free from intimidation or harassment.

All employees have a responsibility not only for their own behaviour but for the behaviour of others regarding equality of opportunity. Any act of discrimination must be avoided, and any incidents reported accordingly.

We are part of the Government Disability Confident Employer Scheme and are committed to offering opportunities for the disabled to join our ever-expanding workforce.

The duties of the post may be varied by the deletion of any of the tasks specified or by the addition of associated work.

PROception Values

Integrity -

We believe nothing is more important than our reputation and we uphold the highest standards of integrity in all of our daily actions, which is fundamental to who we are.

Transparency -

Transparency breeds' trust. Trust is the foundation of great teamwork.

Accountability -

We are personally accountable for delivering on our commitments. We will ensure we always maintain the highest of standards and protect the reputation of our client's business and our own.

Professional Image

- We pride ourselves in all of our endeavours to maintain our high standards of consistent image and uniform presentation, leaving a lasting impression on our clients and as ambassadors of PROception.

Working with Others

- We work closely together with each other and our service partners to ensure we always meet the needs of our clients.

Cultural Diversity

- We believe working with different people from different back grounds and cultures allows us to grow into better professionals. It is our aim to set the highest example of cross- cultural awareness in all our acts and communications.

Training and Development -

PROception is committed to the principles of Investors in People as a means of ensuring the continued efficiency of the service it provides. As part of the commitment, each employee has a responsibility to develop the skills, knowledge and ability required to meet the challenges of their own job and objectives in their development plan.

Equal Opportunities -

PROception is committed to ensuring equality of opportunity and to the principle that employees should be entitled to work free from intimidation or harassment.

All employees have a responsibility not only for their own behaviour but for the behaviour of others regarding equality of opportunity. Any act of discrimination must be avoided, and any incidents reported accordingly.

The duties of the post may be varied by the deletion of any of the tasks specified, or by the addition of associated work

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