Operations Manager

Reporting to the Commercial Area Manager, the Commercial Operations Manager will be responsible forthe overall day to day management of parking operations in a variety of sites within the specified area. This includes supervision of colleague, customer service, arranging maintenance or reporting same to facilities management. Ensuring car parks cleanliness and overall standards are maintained/improved, loss control and providing a positive parking experience to each customer. Ensuring the Area is compliant with Company Policies, Processes and Health & Safety Requirements. The successful candidate will use internal resources to devise and execute commercial activities and tactics to maximize revenue to improve P&L performance, working alongside the Commercial Area Sales Executive.

NCP is a 24/7 Operational business where incident escalation is part of the role through to resolution and ensure that communication of the incident is communicated to senior management, the role has a responsibility for the wellbeing of its colleagues and its customers. The role must align to peak trading and the commercial trading pattern to maximise profit for the area of accountability. Please note thatthis role will require you to work alternate weekends.

Key Responsibilities for Commercial Operations Manager:

• P & L accountability, ensuring that revenue and costs are optimised.

• Develop and execute strategies to drive revenue performance across multiple car parks, including local advertising, marketing activities, digital deals, pricing optimisation, and value-added services.

• Monitor competitor activity and volume within car parks and report back to the Commercial Area Manager on a regular basis.

• Work on reducing anti-social behaviours in conjunction with the Commercial Area Manager.

• Work collaboratively with cross-functional teams to create customer-centric market propositions and enhance overall customer experience.

• Lead and supervise car park colleagues to ensure smooth operations, exceptional customer service, and compliance with company standards.

• Analyse financial data and performance metrics to make data-driven decisions and meet revenue and profitability targets.

• Identify opportunities for process improvements and cost optimisation to maximize profitability.

• Collaborate with marketing teams to develop and execute advertising and promotional activities to attract customers and boost revenue.

• Manage and maintain relationships with local partners, clients, and vendors to enhance service offerings and customer experience.

• Stay updated on industry trends, competitor activities, and market dynamics to identify business opportunities and potential risks.

• Ensure compliance with company policies, processes, and health and safety requirements within the operational areas.

• Oversee the onboarding process for new sites and ensure successful integration into the operational framework.

• Develop and execute training programs to continuously improve staff performance and customer interactions.

• Provide clear vision and direction, acting as a positive role model to foster a professional work environment.

• Demonstrate effective financial management through budgeting, cost controls, and prudent financial decisions.

• Utilise management information to influence business decisions effectively.

• Lead by example, consistently improving service quality and ensuring a positive parking experience for customers.

• Proactively address and prevent anti-social behaviour to protect employees and customers.

• Coordinate colleagues to meet service levels and requirements, optimising labour costs within the budget.

• Develop and maintain strong relations with the Customer Contact Centre to monitor and continuously improve service levels, reacting efficiently to issues arising which in return reduces customer calls to the contact centre.

• Work in collaboration with Commercial Area Manager to ensure a score of +85% is achieved for Operational Excellence Audits.

• Recruitment and induction of all new frontline colleague

• Provide holiday cover to support other sites within the nominated area when the second Commercial Operations Manager is not in the business.

• Proven experience in parking operations management and revenue generation, with a focus on team leadership and customer service.

• Strong leadership and coaching abilities, fostering a positive work culture and team engagement.

• Financial acumen and ability to manage budgets and costs efficiently.

• Excellent communication and interpersonal skills to build effective relationships and facilitate communication within the team and across departments.

• Results-driven mindset, continuously striving to meet and exceed performance targets.

• Proactive problem-solving skills to address challenges and identify opportunities for improvement.

• Knowledge of health and safety regulations and their implementation in a parking operations context.

• An effective communicator with the ability to articulate financial complexity to influence stakeholders at all levels.

• Experienced in end-to-end sales and/or multi-site commercial/retail experience

• Able to develop new and existing business relationships with clients and customers

• Strong financial/commercial acumen and understanding of P&L process.

• Experience in pricing models and multi-site revenue generation

• An able multitasker to manage different sites and responsibilities.

• Ability to think on your feet to react to operational requirements quickly and effectively

• Self-motivated and able to work unsupervised.

• Commitment to personal growth, resilience, accountability, and integrity.

• Experience of working within an operational working environment is preferred but not essential.

• Able to manage investigations, disciplinaries, grievances and appeals in conjunction with HR.

• Competitive Package: £40,000 Salary plus £5,000 Car Allowance
• Leave Benefits: 33 days leave per year (inclusive of bank holidays)
• Birthday Bonus: Take an extra day off to celebrate your special day.
• Reward & Recognition Program: Your efforts won't go unnoticed.
• Perk scheme: Discount at all your favoritestore
• Free or Discounted Parking: Your car deserves a good spot too!
• Cycle to Work Scheme: Get up to £1000 towards a new bike.
• Company Pension: Plan for your future with us.
• Death in Service Benefit: Providing peace of mind.
• Employee Assistance Program: We care about your well-being.
• Work-Life Balance: Fantastic work-life balance in a supportive environment.
• Continuous Development: Ongoing training, coaching, and development in a helpful and encouraging environment.
• Pension Scheme: Generous employer contribution to your pension scheme.

Ready to seize this incredible opportunity? Apply now!

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