Operations Area Manager

Before you apply, are you:
Energetic: You can tackle any situation with enthusiasm and determination.
Enthusiastic: You're highly motivated and naturally enthusiastic about what you do and that's reflected in the way you behave and talk.
Empathetic: You are friendly, personable and a team player. You genuinely care about providing exceptional service to our customers, clients and staff members.
WHO WE ARE
Secure Parking is the largest commercial car park operator in Australia and operates over 650 car parks across Australia, New Zealand and we're looking for someone to improve the performance and appearance of our sites to ensure that we continue to provide exceptional service to our customers
WHO WE ARE LOOKING FOR
The position is responsible for managing the operations of a portfolio of Secure car parks. The prime objectives of the position are maintaining the sites and to ensure all inspections and governance obligations are completed and to provide both the customers and the client/landlord with the highest level of service by appropriate management of staff, facilities and equipment and ensuring contractual obligations are met.
DUTIES & RESPONSIBILITIES
Customer Service

• Manage all customer service enquiries, complaints, incident reports and claims in an efficient and timely manner
• Ensure all staff on site deal with the customer in the most cost-effective manner
• Engage in regular discussion with Facilities manager on site.

Property Operations

• Demonstrate leadership and direction by setting clear goals and expectations and by revising local operating procedures and then monitor performance of staff in the car parks and field services to ensure all non-negotiables, as agreed, are carried out
• Maintain strict adherence corporate objectives in the quality standards for car park presentation with respect to facilities and equipment
• Prepare and recommend quarterly plans for cost reduction initiatives and improved car park operational performance
• Monitor adherence to all financial transaction policies and procedures (including cash handling, permanent passes, credit vouchers, validations advantage parker etc.).
• Conduct Condition Reports with Service Delivery Manager when we acquire new managed or leased car parks
• Respond to, implement and monitor recommendations made by their Service Delivery Manager
• Ensure signage is relevant and is correctly advertised at all times
• Attend monthly meetings with property managers (managed sites), where relevant to review budgets, Invoicing and other requirements and ensure contractual obligations of car park are met
• Obtain feedback from CSO officers and drive operational improvement across all sites

Staff Management and Development

• Supervise and evaluate staff, enforce presentation standards, assist with recruitment, conduct performance reviews, performance management and resolve issues.
• Implement and monitor Human Resources policies and procedures, including Standard Operating Procedures (SOPs).
• Implement staff development initiatives including the CSO induction and on and off the job training (where directed).
• Engage and communicate with all Field service and Car park staff and perform formal regular companywide communication sessions
• Ensure all Field service and Customer service staff in car parks adhere with Operational non-negotiables and adopt all new technology requirements

SKILLS AND QUALIFICATIONS

• Management or supervisory experience in a retail or service environment.
• Demonstrated ability to effectively lead, motivate and manage a team of staff at the operations level
• Demonstrated ability to provide consistent, high quality management input into the business on a daily basis
• Demonstrated achievement of a strong customer focus culture amongst supervised staff
• Demonstrated effective communication skills
• Demonstrated ability to identify and resolve operational issues
• Demonstrated knowledge and application of legislative standards for OH&S and Industrial Relations.
• Demonstrated ability to work to deadlines and under pressure
• Ability to contribute to the efficiency and profitability of the business
• Competency in Microsoft Office