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Job description / Role
Key accountabilities
Customers
• Delivery of cleaning service provision to achieve client KPI targets in accordance with the Concession Agreement;
• Liaise with client in relation to KPI scores which are +/- 2.2 and inform client of action plan to resolve issues
Operational Excellence
• Ensure all departmental records are collated and stored for audit purposes in relation to service provision and control of contractors
• Ensure all equipment and consumable supplies are available for service delivery
• Compilation and review of procedures, work instructions and any related forms for the service provisions
• Review cleaning frequencies, work flow schedules and special cleaning calendars to ensure optimum cleaning standards within metro facilities (stations, car parks, depots and trains);
• Review and maximize productivity levels of housekeeping staff at all locations on an annual basis as a minimum;
• Input into the annual departmental plan
• Management of the Asset Register for departmental large equipment and Annual Maintenances Contract for large equipment
• Review and update procedure, work instructions and forms as required
• Ensure delivery of briefings to staff for any Operational Notices/requirements for service delivery changes/improvement
• Write technical specifications for services which are to be outsourced. Assist with evaluation of tenders and plan/implement mobilisation of the contracts
• Ensure that sufficient stock levels for supplies and consumable items are available for delivery to all locations. Ensure minimal holding levels are maintained.
• Liaise with the Facilities Manager for the procurement/replacement of uniforms and shoes.
• Management of the Asset Register for departmental large equipment and Annual Maintenance Contract for large equipment
People and Culture
• Management and supervision of different disciplines of staff; Assistant cleaning managers Cleaning supervisors, and Housekeeping staff to ensure they deliver the cleaning standards required by Serco.
Financial
• Produce Serco and client annual budgets for review
• Management of budgets to ensure expenditure is on target against the planned budget,
• Produce Purchase Requisitions and Purchase Orders for client/Serco approval in accordance with procurement procedure;
• Manage the purchasing of large equipment and consumables within the agreed client budget
HSQE
• Perform Risk Assessments for all cleaning tasks
• To be aware of, and play an active role in the development and implementation of the Integrated Management System and the content of the Health, Safety, Quality & Environment 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 minimise 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
• 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
Requirements
Ideally a degree holder or high diploma of post-secondary education in a related discipline
Essential technical and professional skills and knowledge
• Good understanding of management processes in relation to audits, procedures and instructions and management of assets
• Good understanding and experience of procurement
• Strong organisational skills, detail oriented, and the ability to handle multiple priorities;
• Excellent interpersonal and communication skills
• Mature, detail-minded, flexible, pro-active, self-motivated and responsible
• Proactive and multi-tasked and able to work under pressure to meet deadlines
• Proficient in MS Office
• Be a team player and work closely with the team members
• Fluency in spoken and written English
Essential experiences
• A minimum of 2 years’ experience within a similar position which involved working in a multifunctional service environment
• Experience in managing a number of teams within different disciplines which includes performance reviews, leave, absence, overtime, uniforms, inductions etc.
• Thorough understanding of all aspects of safety issues
• Experience in managing the planned and unplanned cleaning activities to meet the cleaning work schedule
• Experience in managing sub-contractors
Additional dimensions, KPIs or special features of the role
Scope and Complexity
• Role requires full professional understanding of a subject area/ specialized function supported by a professional qualification and will be responsible for setting objectives for the department/ function/ team
• Provides operational leadership for the department with short term operational/ tactical responsibilities
• Decisions made based on set precedence and may make significant departures from traditional approaches to develop solutions; impacts the departments deliverables
• Managing teams and senior specialists with control over assigned tasks rather than development
Any other role specific leadership attributes
Contract & Sub Contractor Management
• Ensure client KPI cleanliness targets are achieved/exceeded in accordance with the Concession Agreement target score
• Ensure manpower deployment levels are achieved in accordance with the Concession Agreement (Daily deployment of housekeeping staff)
• Ensure the collection and storage of waste prior to disposal off site, in accordance with local procedures and legislation
• Control and monitor the performance of consumable service provider in accordance with agreed contract
• Manage and control of manpower service provider to ensure daily deployment of staff.
• Ensure recording of manpower KPIs are accurate and consolidated at the end of each month
• Control and monitor the performance of large equipment supplier in accordance with agreed contract
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.