POSITION: Daily Office Cleaning Division ManagerREPORTING TO: Operation DirectorDEPARTMENT: Daily Cleaning Operations (DOC)AREA: Leinster and MunsterCONTRACT TYPE: Permanent Full-TimeHOURS OF WORK: Monday to Thursday, 9.00am to 5.00pmFriday, 9.00am to 4.30pmFlexibility is requiredOVERALL RESPONSIBILITYManaging a team of Client Services Managers (CSM) and Area Managers (AM), the overall responsibility is to Build strategic partnerships with selected customers by understanding their business and purpose, thus creating value for the customer resulting in retention and growth of the customer.Provide guidance and support that allows the team successfully to deliver our services, which, in turn will result in building partnerships, creating value for the customers, contract retention and growth of the company.Ensure staff retention by managing the team, and assuring they are fulfilling their duties in line with the expectations outlined.MAIN DUTIES/RESPONSIBILITIESLeadership and ManagementProvide professional leadership, guidance, and direction to the team.Lead the team, through the development of people to ensure employee satisfaction.Encourage appropriate attitudes and behaviours and increase employees' engagement results.Ensure the communication in the team is maximised at all levels and represents the professional image of the company.Ensure the internal communication within the team is effective and that the team is well informed about the Company's performance and direction.Coordinate and control the Daily Office Cleaning division related operational activities.Monitor the performance of the CSMs, Regional Managers and AMs on a daily basis.Oversee weekly timesheets and carry out checks of Fleetmatics ( fleet management software) to ensure terms and conditions of work are fulfilled by team members.Oversee the quality of paperwork delivered by the team (permanent change sheets, sales adjustment sheets, fortnightly payroll) and support the CSM and AM in this function.Coordinate and schedule site audits and E-Cat (Electronic Compliance Auditing tool) for the team and ensure auditing is completed in line with agreed frequencies.Support the team in managing Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) reporting and documentation.Oversee CSM and AM use of Systems Applications and Products (SAP) for urgent orders, service calls, compliments and complaints recording etc.Recruitment of CSMs in the DOC function of the business and assist CSM with the recruitment of Area Supervisors and Managers.Assist in the training and familiarisation process for new CSM and AM and deliver all aspects of training as required.Support CSM with their day-to-day operational queries.Act as relief CSM during annual leave or unplanned absences.Support CSM when they provide cover for AM during planned and un-planned absence.Deputise for the Key Account Manager when the requirement arises.Complete performance reviews in line with company policies.Coordinate and review AMs and CSMs monthly site reviews reports.Complete regular timesheets cross checks against vehicle tracking.Schedule and monitor the mobile crew.ClientsMaintain a profitable service delivery model for all contracts to include integration of associated services.Build and maintain an excellent working relationship with selected Clients.Act as point of escalation for clients after CSM's regarding service issues and to take full responsibility for managing the issues to a satisfactory conclusion.Ensure Clients' queries are dealt with effectively and promptly.Ensure that cleaning specifications and excellent cleaning standards are delivered across all sites.Carry out random site visits to ensure the contracts are operating in line with specifications and within budget frames.Assist on selected Clients' site audits and meetings when required.Assist with completion of monthly reports, KPIs and SLAs.Take part in quarterly business reviews with designated clients, ensuring that presentations are prepared in advance.Apply industry best practices to all our contracts.Identify areas of improvement and drive the changes when required.Identify new business opportunities and upselling into existing client sites.Internal StakeholdersWork closely with all departments within the company to support the needs of the Daily Office Cleaning Division with their day to day running of business and maintain communication to ensure rapid response times to problems and issues which may arise.Chair bi-monthly DOC meeting (CSMs, AMs, external managers) including writing up minutes of this meeting and follow-up action.Chair the monthly AM team meeting including writing up minutes and follow - up actions.Lead the fortnightly CSM team meetings to ensure that all issues are brought up and resolved within the team.Participate in the bi - monthly DOC Meeting (senior level).Health and SafetyOversee health and safety on sites and work closely with the Health and Safety Manager to ensure full compliance with both our internal and client's requirements.Promote a Health and Safety compliant culture across the staff on sites.Sales DepartmentProvide detailed and accurate information regarding ad hoc project works, additional requirements, quotations etc.Support the Business Development team on new business generation and increased service density.Assist with any financial / sales queries on the existing portfolio (including credit notes).Provide input to pricing reviews on clients' contracts, including negotiations with clients regarding scope increases and decreases.Human Resources (HR) Department including the Training functionAssist HR Department with TUPE process when required.Provide accurate information regarding any HR related issues to support HR.Participate in and provide input to company's grievance and disciplinary hearings and investigations.Identify training needs and coordinate ongoing training with Training Manager.Maintain training matrix for the DOC DivisionPayroll and FinanceAssist Finance and Credit Control team in securing POs, chasing outstanding invoices etc.Work closely with the Payroll department to ensure the fortnightly payroll process runs smoothly (AM to provide detailed and accurate timesheets, PCS sheets, control overtime).Act as an escalation point for any queries, issues and corrections related to payroll or eCat applications and address with the team as and when required.PERSON SPECIFICATIONMinimum of three years' experience in the service or contract cleaning industry, including relevant experience in large scale contracts.Extensive customer service skills and experience in client relationship management.Minimum of two years' experience with leading and managing teams.Possess the highest degree of integrity and confidentiality at all times.Communicate all information in an open and courteous manner.Excellent problem-solving skills and ability to prioritise workload under pressure while maintaining accuracy.Experience with budgeting, financial management, reporting and performance management.Experience with SLA management and KPI reporting.Ability to understand the needs of Key Account Manager and Strategic Account Manager and assist when required.A professional and dynamic person that can identify, adapt to, implement and manage change across the company change as required.,.Excellent PC skills (proficient user of Word, Excel, PowerPoint).Team player, yet highly self-driven and ambitious.Ability to manage team and maintain relationships.Decisive and action oriented; resilient and manages setbacks.Maintain a professional appearance and act as a brand ambassador for the Company.Key RequirementsFull clean drivers' licence.Eligibility to work in Ireland on full-time basis is essential.