Cleaning Services Manager - Cape Town at V&A Waterfront

DESCRIPTION

Reporting to the Senior Manager: Custodial Services, the Cleaning Services Manager is responsible for overseeing and managing all cleaning, hygiene, and waste service contracts to ensure the effective delivery of cleaning services to the property. Key responsibilities include managing vendor contracts, coordinating with external service providers, designing and actively implementing effective controls and monitoring processes, ensuring that all staff and vendors meet and exceed service expectations, control costs, and ensure adherence to budgets. The role requires the development, implementation, and oversight of best practice processes and quality standards to maintain property appearance. The Cleaning Services Manager must oversee day-to-day cleaning operations and coordinate with other support Departments to increase the effectiveness of the allocated cleaning service providers. The incumbent will be expected to work closely with the Events and Tenant Installation teams to provide the relevant cleaning support services and manage any related ad-hoc projects (tenant requests or CAPEX).  The focus areas of leadership, project management, technical expertise, and financial management will contribute to success in the role. Relationship building and communication with clients, tenants, and internal stakeholders is also key to addressing concerns and providing excellent customer service.

REQUIREMENTS

The following job objectives were found to be relevant to this job:

Contract Management and Compliance

• Provide input into the development and negotiation of cleaning service contracts
• Ensure consistent management of all contracts with service providers
• Review contract terms, conditions and expectations to ensure alignment with business expectations and company capabilities
• Conduct regular audits on the SLA and devise and implement strategies to identify and resolve issues
• Maintain deadlines on deliverables and communicate on an on-going basis with business partners and internal clients about contractual issues
• Review contractual performance to ensure compliance with terms and to identify conflicts or changes requiring resolution at contract renewal
• Assist with contract development and tender stages of all service providers at time of renewal of the contract
• Produce and review policies and protocols for each cleaning-related discipline

Project Management

• Plan projects and ensure it is programmed to a level of detail necessary for the team on-site to deliver the scheme without delays
• Produce and analyse progress reports, including updated costs and forecasts
• Ensure agreed standard is adhered to as per set goals, and in line with the approved budget
• Lead project team to provide a superior standard of safety and project management
• Prepare and submit all procurement- related paperwork, and assist with tender stages and all meetings

Quality Control

• Monitor service delivery issues and request(s) as logged on PLANON® and ensure all cases are closed within the required timeframes
• Ensure weekly PLANON® feedback reports are submitted to line manager
• Implement and monitor quality control measures to ensure cleaning services meet or exceed the contract specifications
• Conduct regular inspections of cleaning activities and collaborate with vendors to address any performance issues
• Implement continuous improvement initiatives to enhance service quality
• Identify areas that need attention and issue non-compliance reports and or penalties where necessary
• Produce and review policies and protocols for each cleaning-related discipline

Safety and Compliance

• Ensure that a safe work environment is maintained through compliance with all health & safety policies and procedures
• Collaborate with internal and external stakeholders to enforce safety protocols and address any concerns

Documentation and Reporting

• Prepare monthly reports on contract performance, client satisfaction and financial metrics for management review
• Maintain accurate records of contract terms, modifications, and all audits and communications
• Ensure all documentation is organised and easily accessible for auditing purposes

Stakeholder Relations

• Establish and maintain positive relationships with internal and external stakeholders to ensure excellent customer service and professional cleaning services
• Act as primary point of contact for all cleaning service-related enquiries, concerns and ad hoc requests
• Attend internal and external meetings to assess customer satisfaction and address issues promptly, and ensure the production of accurate records of any discussions and actions required

Financial Management

• Assist in the development and management of budgets related to all cleaning service contracts
• Monitor monthly expenditures and identify cost-saving opportunities without compromising service quality
• Review and approve all PLANON® orders
• Review and approve invoices from vendors in line with SLAs
• Review and approve all ad hoc manual billing
• Conduct and review audits of consumable products and the issue of stock as required
• Ensure that all cost recoveries from events and ad-hoc cleaning takes place
• Support internal audit team with the necessary document and paperwork as and when requested for auditing purposes

Events & Ad Hoc Requests

• Co-ordinate with service providers to supply required services for all events and or ad hoc requests
• Attend all event related planning meetings where required
• Ensure implementation of all events-related cleaning procedures
• Ensure all event-related Purchase Orders and Invoices are generated and paid for after event completion
• Provide monthly recons on event-related income and expenditure to line manager
• Serve as primary organizational contact during events for cleaning-related services