Job Title: Area Operations Manager (AOM) Soft Services (Cleaning)Reports To: National Account ManagerLocation: Field-Based (Glasgow - National)Role OverviewThe Area Operations Manager is a key role responsible for implementing the strategic direction of cleaning operations while ensuring an engaged and positive team culture that reflects JLLS vision and valuesKey Performance IndicatorsStaff attrition rate maintained at or below National/Company standardDirect reports utilizing Timegate with completed training on 'Let's Connect'Number of client compliments and complaints trackedAll mandatory training kept up to dateMonthly toolbox talks delivered and evidencedHealth & Safety tours up to dateAgency targets adhered toContract KPIs achievedEssential Qualifications & RequirementsDSB ClearedMaths and English GCSE's or equivalentIOSH or equivalent certificationProficiency in Microsoft Outlook, Word, and ExcelProven experience in operational managementExperience in developing othersAbility to have difficult conversationsDemonstrates high personal standardsInnovative, creative, and organizedKey ResponsibilitiesLeadershipLead cleaning teams to ensure a positive, motivational, and supportive working environmentEnsure advanced planning of all cleaning operations, including periodic tasks with clear schedules and sign-off proceduresFocus on training and development to establish good working practicesEnsure excellence in cleaning operations including security, health and safety compliance, cleaning standards, colleague appearance and presentation, full and clean uniforms, guest and staff interaction, and courtesyBest Practice and InnovationProvide professional support in service-related and contractual mattersEnsure high standards are always achieved while remaining flexible to meet changing operational needsSuggest new initiatives to ensure continuous improvement and best practice deliveryTake full ownership and manage to conclusion all cleaning feedback or complaintsWork closely with all stakeholders to add value and promote teamworkManage and report on all cleaning operational budgets with full transparency, including forecastsOperational ManagementControl delivery of colleague rosters, ensuring compliance is always maintainedLead and advise the team in managing absence and holiday records, including sickness and annual leave for all direct reportsOrganize non-agency cover wherever possible to avoid staff and qualitative shortfallsCarry out and manage monthly audits to ensure high standards of cleanliness and a safe environmentManage recruitment, induction training, developing, and retaining colleaguesEnsure adequate quality performance measures (KPIs/SLAs) are adhered to and resolve any failures professionally with clear plansConduct quality audits to ensure service delivery adheres to ISO9001 requirementsEnsure strict compliance with the Data Protection Act, GDPR, and associated regulationsTeam ManagementLead and support direct reports in an engaged and positive mannerEnsure the team delivers exceptional operational standards along with excellent and meaningful building user interactionWork with Senior Leadership Team and Operations Management Team to forward plan staffing and ensure capacity is metScale service during peak periods without sacrificing SLAsEnsure all team members are valued employees and conduct annual job chatsIdentify team members wishing to progress their careers and work with HR and Learning & Development to create development plansWork alongside HR and Learning and Development teams to deliver Customer Experience trainingIdentify training needs for direct reports and work with Senior Leadership Team on training plansCommunicationEnsure effective operational communication including meetings, handovers, and reportingAttend daily, weekly, and monthly business progress meetings and team meetings as requiredDeliver concise and sound written reports to aid company communication both internally and externallyEnsure complete confidentiality when communicating with clientsBrand EnhancementEnsure the behaviors of yourself and your team reflect the JLL Brand & CultureDrive and enhance opportunities to deliver more sustainable service deliveryConsistently exceed customer expectations and deliver long-term sustainable customer satisfactionThis role is critical to operational excellence and requires a dynamic leader who can balance strategic oversight with hands-on team development and client satisfaction.JBRP1_UKTJ