Role Purpose
The role of Operations Director, Chartwells exists to provide the operational and strategic leadership that facilitates sustainable results by exceeding consumer and client expectations through;
- Championing our safety & purpose culture and people performance
- Mentoring/ developing leadership & people capability
- Providing leadership to Chartwells sector operations & project mangers
- Leading and driving new site mobilizations within the business
- Provide operational and strategic support to the operations & project managers
- Lead strategic management by implementing the company goals and initiates
- Drive success through Chartwells sector operations management team
- Building and leveraging effective stakeholder relationships to achieve business objectives
- Fostering a high-performance culture through continuous improvement, digital, data and innovation
- Driving Chartwells sector standardization and operational efficiency that maximises financial results through conversion of business strategy to operational models
- Enabling growth and retention in the Chartwells sector through identifying and executing opportunities with existing clients and consumers and contributing to broader strategic planning for their business
- Drive client and consumer engagement through QBRs, consumer surveys, etc
- Support the Growth & Retention Director by owning the Client whitepapers and updating the CRM database
Key Accountabilities:
- Operational performance review of the Chartwells business, driving standardization, proactive contract management and delegation of improvement action around such things as procedures and work instructions.
- Represent Compass Group in a professional manner and present the Group’s capabilities in keeping with its business goals and its cultural values with external stakeholders.
- Implement strategic priorities into operational reality and driving the business activities to ensure that the standards of quality, cost, safety, sustainability, participation and performance are consistently observed and business is managed commercially in line with net growth and retention targets.
- Develop capability in operational and safety leadership within the operations management team to provide exceptional service to our clients and to drive sales growth across the business and strengthen the brand.
- Actively maintain a broad awareness of the internal and external environment and support retention and new sales positioning by providing business insight and innovation to the Growth & Retention Director for pre-emptive proposals and re-tender support.
- Enable open communication and collaborative problem solving through regular engagement with all business stakeholders; partnering with each business area to ensure achievement of key business objectives and continuous improvement.
- Model positive working relationships at all levels, which support the nurturing of internal and external relationships, demonstrates cooperation, trust and respect, values differences and diversity and guides, mentors and focuses on the development of people
- Drive and initiative client engagement through planned and unplanned interactions, such as QBRs, stakeholder meetings, client/ consumer surveys, managing the SAG process including, whitepaper and WITY process, etc
- Establish medium term (1 to 3 years) operational work plans for the area and use them as a base to allocate resources and schedule work priorities and accountability across the various functions and activities.
- Recommend resource requirements to meet existing or new work plans or objectives.
- Drive the implementation of continuous improvement activities that develop and motivate the workforce to deliver on business targets.
- In conjunction with General Manager develops annual operating budget and oversees them for their business.
- Provide leadership, management, talent identification, succession planning and talent development within the portfolio by working with direct reports to formulate and implement individual development plans for improved performance. Succession plans and individual development plans are implemented; individual accountability of KPIs is evident across the business
- Model and drive a culture of open communication at all levels to create an environment where employees to site level are engaged in business objectives and activities.
- Lead and coach the Operations Management team to ensure the delivery of best value quality services, effective forward planning, meeting of objectives, management of priorities and the appropriate delegation of responsibilities.
- Ensuring the sharing and effective development and utilisation of professional knowledge and skills across the business.
- Drive active participation in diversity employment initiatives within business area e.g. Indigenous Employment Strategy.
Core Skills & Knowledge:
Qualifications and Experience
- 8+ years’ experience in senior leadership role where you have held accountability for breadth of functions across the organisation (preferably services, hospitality or retail industry)
- Relevant Degree or qualification (e.g. in business, commerce, administration, management, community development, human resources) or equivalent work experience
Functional/Technical Skills and Competencies
- Strong commercial acumen gained from within the Education, Retail and Hospitality markets
- Ability to build a team spirit and drive the business objectives
- Embrace a growth & retention culture and drive throughout the Chartwell’s business
- Excellent communication and personal skills well suited to building business relationships with existing and potential clients at a senior executive level.
- Ability to research key target markets and new opportunities, reporting and decision-making skills with a results-driven focus
- Strong and decisive leadership skills with ability to build effective and engaged teams
- Strong financial and analytical skills in developing budgets and allocating appropriate resources to ensure a sustainable & profitable business
- Experienced in managing multiple stakeholder relationships and project deadlines with competing priorities and limited resources.
- Direct immersion in task delivery and a willingness to balance strategy with practical implementation.
- The ability to work collaboratively with senior sector and functional stakeholders.
- Confident in presenting solutions, innovation, and continuous improvement initiatives to client representatives.
- Ability to understand and apply existing and potential technologies to support business performance outcomes.
- Ability to work independently with general direction from leadership.
