Operations Manager

Lanes Group•London, CA

20h•Hybrid

About The Position

At Lanes Group, the health, safety, and well-being of its people and customers are paramount. As the UK’s largest independent specialist infrastructure delivery partner, with a turnover approaching £700 million and nearly 4,500 employees, Lanes Group is a market leader in Regulated Wastewater Utilities. The company emphasizes strong leadership, employee engagement, and operational excellence, aiming to be known for quality, compliance, and keeping promises. In this critical Operations Manager role, you will be a key part of the management team, overseeing high-level HR duties, managing depot requirements with the Recruitment Department, and setting training standards. You will be responsible for analyzing and improving organizational processes to enhance quality, productivity, and efficiency within your region. This is a field and office-based role covering the South London region, focused on improving customer service and wastewater network performance through effective leadership and staff performance management. You will also manage the supply chain and analyze its performance to ensure targets are met. Due to continued growth, the company is seeking customer-focused individuals for its Utility Division, working on the Thames Water contract to deliver effective solutions for waste-water network and drainage problems.

Requirements

Strong managerial experience
Natural leader and confident in managing
Strong interpersonal skills and the ability to develop relationships with key stakeholders within the business
Fully proficient in the Microsoft Office Suite
Ability to multitask and prioritise your workload
Full UK Driver's Licence to drive around the region

Responsibilities

Oversee high-level HR duties
Liaise with the Recruitment Department to manage depot requirements
Set training standards
Analyze and improve organizational processes
Work to improve quality, productivity and efficiency for your region
Work to improve customer service and wastewater network performance through effective leadership and the performance management of staff
Manage the supply chain and analyze performance ensuring that targets are hit
Be responsible for the operational performance management and development of Field Managers, Technical Specialists and Field Support Administrator and associated field resources to ensure both quality and quantity at maximum efficiency
Provide on and off-site management of the Field Managers ensuring that you coach and provide feedback to them using reports generated by the central performance team
Develop and implement continuous improvements within company processes and field activities to improve customer service and internal visibility of performance
Improve and develop internal communications by having active discussions with the Command Centre, TWUL and supply chain
Liaise with the Regional Manager to agree daily/weekly field availability and work composition
Manage regional resources/vehicle profile issues
Manage the complaints and ensure resolution through direct action
Ensure Health and Safety compliance is met throughout the business conducting regular site audits within the region
Any other ad-hoc duties, tasks or projects requested by the Regional Manager or Senior Leadership Team
Be aware of all Lanes Group policies and your responsibilities towards them
Drive delivery of key contractual KPIs
Drive delivery of excellent drainage solutions for customers – supporting the productivity and utilisation of our field teams
Drive team engagement, supporting performance outcomes and reducing attrition
Provide close collaboration and relationship building with our client
Strive to be always positive and constructive
Adhere to all company policies
Straight talking about the facts of the situation – open discussions are the best way to find solutions
Help others through communicating clearly
Deliver on commitments
Ensure that any ideas that may enhance the productivity or systems of the company are brought to the attention of Senior Management, or your colleagues
Deliver our Company Values understanding that by working together in unity we are ‘Stronger Together’