Background
We recently fulfilled the pivotal role of Senior Operations Manager for Norse Group, a leading provider of Facilities Management, property consultancy, and care services in the UK. With a combined group turnover exceeding £280 million and a workforce of over 10,000, Norse Group is renowned for its innovative Joint Venture Partnerships with Local Authorities, delivering a wide range of public services. The successful placement of this role was crucial for supporting and advancing the established partnerships based in Suffolk.
The Challenge
Norse Group required a Senior Operations Manager to oversee the delivery of Hard and Soft FM services, including building cleaning, grounds maintenance, property services, car parks, catering, CCTV, home alarms, and security. The ideal candidate needed extensive experience in Senior FM Management, excellent leadership qualities, and the ability to manage multi-site contracts. They also had to ensure profitability, efficiency, and customer satisfaction amidst shrinking public sector budgets.
Key responsibilities included:
• Providing inspirational leadership and developing operational reports.
• Maintaining strong relationships with partners and customers.
• Delivering profitability on financial budgets.
• Reviewing services for value for money, efficiency, and customer satisfaction.
• Participating in business growth and managing risk, projects, and performance indicators.
• Ensuring statutory compliance and staff training.
• Contributing to the strategic direction of the business.
We conducted a targeted search for candidates with proven expertise in Senior FM Management and a strong understanding of public-private partnership models. We focused on individuals with a track record of leadership, business growth, and operational excellence. Emphasis was placed on finding a candidate who could demonstrate motivational leadership qualities, manage complex multi-site operations, and deliver high levels of customer satisfaction and profitability.
The Results
Upon placement, the Senior Operations Manager at Norse Group made an immediate impact, achieving significant milestones:
1. Leadership and Team Development:
Provided inspirational leadership, stretching and developing operational reports to enhance performance and morale.
Fostered a culture of continuous improvement and professional development within the team.
2. Operational Excellence:
Successfully managed the delivery of Hard and Soft FM services, ensuring high standards across building cleaning, grounds maintenance, property services, and security.
Maintained excellent relationships with partners and customers, balancing priorities and ensuring mutual objectives were met.
3. Financial and Business Growth:
Delivered profitability on financial budgets, continually reviewing services for better value for money, efficiency, and customer satisfaction.
Fully participated in business growth, collaborating with the Business Development Manager and Commercial Director on new opportunities.
4. Risk and Compliance Management:
Proactively managed risk, projects, and performance indicators, ensuring statutory compliance and staff training.
Operated to existing ISO Quality, Health & Safety, and Environmental systems standards.
5. Strategic Contribution:
Actively contributed to the strategic direction of the business as part of the senior management team, influencing key decisions and driving the business forward.
6. Customer and Partner Relationships:
Demonstrated strong business relationship management skills, influencing and negotiating with customers, partners, and stakeholders to achieve positive outcomes.