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Job description / Role
The purpose of this position is to manage, lead and support a number of cleaning teams to provide a safe, well maintained and clean environment within the premises of the metro system in line with customer service performance targets agreed with the client.
The Assistant Cleaning Manager is responsible for the service delivery provided by each of its cleaning team members and also responsible for the delivery provided by the outsource cleaning staff that they manage. This includes meeting contract Key Performance Indicators (KPIs) and ensuring continual service improvements and cost efficiencies.
Structure and reporting relationship
This role sits with the Facilities team, reporting to Cleaning Manager responsible in ensuring achievement of client KPI cleaning targets in accordance to the Concession Agreement.
Customers
• Ensure achievement of client KPI cleaning targets in accordance with the Concession Agreement
Operational Excellence
• Coordinating, managing and delivering cleaning services within the premises of metro such as stations, car parks, ancillary buildings, trains, depots and offices;
• Inspection and verification off cleaning records and ensure that they are stored for audit purposes
• Ensure all cleaning tasks are evaluated in accordance with the Job Safety Analysis and recommend safer work practices to mitigate any risk accordingly
• Carry our Incident Investigations within the department in accordance with procedure;
• Check cleaning work orders within the Maintenance Management System (MMS) and close out all tasks within the respective month;
• Conducts internal audits/monitoring of cleaning service provision (report, actions & follow-up);
• Set up trials for new chemicals/equipment and collate results in for of presentation to Cleaning Manager
• Review volume/expenditure of consumable items and suggest cost saving options
• Prepare and deliver action plans for any concerns raised by the client/surveys
• Assist with writing of technical specifications and review tender documentation
• Responsible for the continual improvement of technical work instructions and procedures
• Review cleaning frequencies, work flows and special cleaning calendars to ensure optimum cleaning standards within Metro facilities (stations, car parks, depots and trains)
• Conduct Risk assessments and ensure that Job Safety Analysis records are maintained for audit purposes
• Plan and coordinate with Performance & Planning team and manpower sub-contractor to ensure on-going development and delivery of the roster
• Management of the Asset Register for departmental large equipment and Annual Maintenances Contract for large equipment
• Write and conduct of briefings to staff for any Operational Notices/requirements for service delivery changes/improvement
• Produce, coordinate and deliver Deep Cleaning Plan for all Metro Locations and ensure that staff are competent to use Aerial Work Platforms
• Plan and conduct interviews for Housekeeping Supervisors
• Coordinate with recruitment, HR and training team for initial induction and training;
• Plan and deliver training to Housekeeping Supervisors
• Coordinate with Manpower Supplier and ensure that initial training is delivered as per the training plan. Conduct assessments and provide feedback to Cleaning Manager on performance of staff
• Plan refresher training for the Housekeeping Supervisors and Housekeeping staff and ensure that records are maintained for audit purposes
• Assess technical and manual user competency of Team Leaders and Machine Operators on large equipment
• Identify staff who require additional training/coaching and arrange to deliver required sessions.
• Maintain database for Uniform Consolidation for Housekeeping Supervisor and Housekeepers for the procurement/replacement of uniforms and shoes
• Coordinate with Facilities Manager for transport requirement for Housekeeping Supervisors
• Perform regular safety reviews, audits and inspections on cleaning works activity
• Carry out periodic health, safety, quality, environment and operational briefing to the housekeeping staff
People and Culture
• Has direct line management responsibility for different disciplines of staff; Senior Housekeeping Supervisors, Housekeeping supervisors, and outsource Housekeeping staff to ensure they deliver the cleaning standards
• Conducts interviews, performance appraisals, departmental disciplinary/grievances
• Use My HR system for leave/absence monitoring
• Use ''Click Rostering System'' for roster management, duty swaps
• Is responsible for ensuring that each team member has clear objectives and accountability for each task and for providing advice/guidance throughout the year and managing any underperformance
• Perform and carry out other duties as instructed / directed by the Cleaning Manager
Financial
• Conduct market research for new products
• Present feedback on innovative solutions in order to increase productivity of the existing resources
• Ensure all consumable supplies are available for service delivery; Conduct spot checks and verify holding levels of the stocks
• Assist Cleaning Manager to produce Serco and client annual budget. Management of budget to ensure expenditure is on target against the planed budget
HSQE
• To be aware of, and play an active role in the development and implementation of the Integrated Management System and the content of the Environment, Quality, Health & Safety and Information Security Policy Statements, to ensure that these are implemented within their area of responsibility
• Understanding of personal responsibilities and contribution, and those of their staff (including subcontractors) in achieving compliance with the Integrated Management System and Competence Management System requirements, control measures and legal requirements by contributing to, or leading environmental impacts and aspects assessments, job safety analysis, information security risk assessments and competence assessments within their area of responsibility. Ensure that the results of such assessments are embedded in management systems, that these systems are communicated to those affected. Ensure that staff understand them and the potential consequences of departure from the arrangements in place
• To exercise a personal duty of care for their own health, safety and welfare and for those affected by the acts or omissions and promote the same within their area of responsibility;
• To use safety equipment (including PPE) as required and intended and observe that this is also enforced within their departments and among subcontractors and third parties working in Serco’s controlled premises/systems
• Ensure that a good HSQE and Information Security culture is promoted within their departments and among their peers, subcontractors and third parties
• Lead by example and ensure that ways to conserve energy, water and resources and minimize the generation of waste are identified within their area of responsibility
• Protect information assets and data including both electronic and paper based from all threats whether internal, external, deliberate or accidental
• Promote a good HSQE and Information Security culture among their peers, subcontractors and third parties
• Conduct regular reviews on the HSQE and Information Security Performance within their departments and seek ways to continually improve
• Carry out regular health and safety tours and inspections in the accommodation buildings
Requirements
• Ideally a degree holder or diploma of post-secondary education and/or relevant professional qualifications
• In depth knowledge of safety implications of using hazardous substances
Essential technical and professional skills and knowledge
• Good understanding of management processes in relation to audits, procedures and instructions and management of assets
• Ability to manage teams of cleaning supervisors and cleaners with an aim to meet the committed performance targets in a cost effective and efficient manner
• Experience in supervising the planned and unplanned cleaning activities to meet challenging work schedule
• Good interpersonal and people skills, and a mature, methodical and responsible approach to work
• Strong organisational skills, detail oriented, and the ability to handle multiple priorities;
• Ability to demonstrate both good communications literacy and numeracy skills required for the role
• Ability to understand technical machine operating specifications for delivery of training on large equipment and MEWPS
• Proficient in MS Office
Essential experiences
• Approximately 5 years of management experience in a housekeeping or back of house function
• Experience of managing large teams of housekeeping staff and outsource contractors;
• Experience and good working comprehension of performance and appraisal management and objective setting
• Experience of managing KPIs and meeting performance objectives
• Experience of heavy cleaning machinery
Scope and Complexity
• Role will be responsible for meeting departmental objectives and for balancing resources or optimizing approaches, practices and systems in order to maximize outcomes,
• Provides operational plans for weeks ahead, and is required to manage multiple and/or conflicting activities
• Makes decisions in situations that fall outside established guidelines or where the choice among options is less obvious
• Supervises, motivates and trains staff, ensures quality of work, utilization of staff, and achievement of work targets
Sub Contractor Management
• Coordinate with manpower supplier to ensure deployment levels are achieved in accordance with the Contract (Daily deployment of housekeeping staff)
• Verify and approve records for manpower KPIs at the end of each month and provide any clarification as required
• Control and monitor the performance and products supplied by the consumable service provider in accordance with agreed contract
• Control and monitor performance of large equipment service provider and planned/preventive maintenance on the large equipment in accordance with agreed contract
• Monitor the services provided by the Waste Management, Pest control and Feminine Hygiene subcontractor on all metro locations and provide feedback to Facilities Manager. Highlight any possible changes to the service which will lead to cost savings
About the Company
Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.
Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.
Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.
Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.
We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.
Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.