Operations Manager

The Operations Manager is responsible for the overall management, coordination, and optimization of facility services across assigned customer locations. This role plays a pivotal part in driving strategic initiatives, ensuring operational excellence, and fostering strong client and supplier relationships. The manager leads front-line teams, ensures compliance with service agreements, and contributes to business growth and process improvement initiatives.

Strategy and Policy

• Contribute to the formulation of services strategy and policy.
• Translate strategic objectives into actionable plans for team implementation.

Management and Operational Control

• Manage and monitor facility operations at client sites in line with service level agreements (SLAs).
• Evaluate, resolve, and adjust work activities to ensure service continuity and meet revenue targets.
• Provide guidance and support to operational staff and lead regular coordination meetings.

Customer and Supplier Relations

• Build and maintain strong operational relationships with customers and external vendors.
• Identify opportunities to upsell or provide additional services based on evolving customer needs.
• Conduct scheduled customer visits using an efficient routing plan.

Team Leadership and Management

• Supervise, coach, and develop front-line employees.
• Drive employee motivation and engagement at all levels.
• Monitor employee satisfaction through coordination with Location Managers.
• Handle short-term absenteeism and coordinate long-term absence handovers to absenteeism coach.

Business Process Optimization

• Identify and implement improvements in service efficiency, quality, and customer/employee satisfaction.
• Enhance operational structures to maintain high service standards.

Market and Customer Expertise

• Stay updated on market trends and client developments.
• Share relevant insights with internal teams and clients to foster mutual growth and innovation.

Equipment and Supplies Management

• Maintain proper inventory levels across locations.
• Ensure timely and accurate ordering, receiving, and invoicing of supplies.

Contract Administration and Reporting

• Maintain up-to-date service agreements and contracts.
• Provide regular reports to the Country Manager on customer performance and business outcomes, in line with reporting standards.

Health, Safety, and Environment (HSE)

• Monitor HSE compliance at customer sites in accordance with CCS PH's sustainability and safety policies.
• Support the achievement of local and international HSE goals.

Other Duties

• Perform other related tasks as may be assigned to support the achievement of business objectives.

Core Competencies

• Customer Focus Prioritizes customer satisfaction; builds lasting relationships and resolves issues swiftly and effectively.
• Financial Acumen Uses financial data to guide decisions and drive business performance.
• Drives Results Maintains focus and consistently delivers results, even under pressure.
• Builds Effective Teams Develops strong teams by leveraging diverse skills and perspectives.
• Drives Engagement Creates a motivating environment aligned with organizational goals.
• Communicates Effectively Tailors communication to suit various audiences and ensures clarity.
• Instills Trust Builds confidence through honesty, integrity, and authenticity.
• Demonstrates Self-Awareness Reflects on feedback to understand personal strengths and areas for development.
• Bachelor's degree in Facilities Management, Business Administration, or a related field.
• Minimum of 5 years experience in operations or facility management, preferably in a regional role.
• Proven leadership and team management skills.
• Strong understanding of SLAs, contract management, and customer service.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to identify business opportunities and drive process improvement.
• Knowledge of HSE standards and practices.
• Proficient in MS Office and reporting tools.