Area Operations Manager

Area Operations Manager

London • Posted 23 February 2025 • Full time • Start ASAP

Overview

Orega is seeking a dynamic and experienced Area Operations Manager to oversee and ensure the effective operational performance of currently 4 centres within the London area. This role is a pivotal part of Orega's operations, supporting Centre Managers and their teams to deliver exceptional customer experiences and to achieve our business objectives.

Key Responsibilities Operations Management

• Oversee the operational performance of all assigned centres within area.
• Conduct regular site visits to ensure the smooth running of buildings, systems, and processes.
• Ensure that centres in area are properly staffed and manned.
• Monitor leave and absence across all assigned teams and ensure leave is taken and persistent absence is dealt with.
• Support Centre Managers in meeting and exceeding operational goals, including training, compliance and audit checks.
• Monitor the aesthetics, security, and maintenance of centres, ensuring they meet Orega's high standards.
• Collaborate with the Operations Support Team to address escalations and implement improvements.
• Drive the implementation and adherence to Orega's Health & Safety policies, including fire safety and compliance procedures.
• Running and supervising team meetings in assigned centres.

Customer & Client Excellence

• Champion Orega's customer-focused culture across the area.
• Support Centre Managers in achieving high customer satisfaction scores and encourage the collection of 5-star reviews.
• Ensure compliance with 'Perfect Move In' and 'Perfect Move Out' standards across all centres.
• Managing escalations from both clients and people matters, not just supporting Centre Managers in resolving them.
• Mediate and resolve escalated client concerns to ensure a seamless service experience.
• Providing the teams with training and encouragement to actively drive 5-star Google reviews.

Leadership & People Development

• Build, lead, coach, and mentor Centre Managers and their teams to ensure consistent performance and development.
• Conduct regular one-to-one meetings with direct reports to review objectives and provide feedback.
• Support recruitment, onboarding, and training initiatives for the centres in the area.
• Mediate escalated people matters within the area, ensuring timely resolution.
• Recognise and reward the achievements of team members to foster a positive and motivated workforce.
• Ensure mandatory training is fully completed.

Revenue & Commercial Oversight

• Collaborate with Centre Managers to identify opportunities for revenue growth and increased occupancy.
• Analyse centre performance metrics to identify trends and areas for improvement.
• Work with the COO and CRO to set financial targets and monitor centre profitability.
• Ensure the operational team work effectively with the sales team to maximise revenue from both retention and new deal opportunities.
• Drive the promotion of ancillary services and meeting room bookings to maximise income.

Collaboration & Strategic Input

• Attend and actively contribute to monthly operations meetings, quarterly leadership updates, and area strategy sessions.
• Partner with the COO and Leadership Team to ensure alignment on company objectives.
• Share best practices across centres and contribute to continuous operational improvements.
• Collaborate with other Area Managers for mutual support and development of best practice.

About You Essential Skills & Experience

• Proven experience in a multi-site operational management role, preferably in flexible workspace, hospitality, or a customer-centric industry.
• Strong leadership and people management skills with experience coaching and developing teams.
• Excellent organisational and time management skills, with the ability to prioritise and manage multiple tasks.
• Strong customer service ethos and the ability to handle client escalations effectively.
• Commercial acumen with the ability to identify revenue opportunities and manage centre profitability.
• Familiarity with operational processes such as compliance, Health & Safety, and audits.
• Experience and skills in implementing workspace management software, and automation tools for operational efficiency.

Personal Attributes

• Ambitious: Motivated to deliver results and foster a high-performance culture.
• Genuine: Approachable and empathetic, with strong interpersonal skills to build relationships at all levels.
• Agile: Comfortable with change and proactive in identifying opportunities for improvement.
• Dependable: Reliable and accountable, ensuring processes are followed and commitments are met.

Why Join Orega?

At Orega, we pride ourselves on fostering a supportive, inclusive, and innovative work environment. As an Area Operations Manager, you'll have the opportunity to shape the performance and culture of our centres in London, playing a key role in our growth and success.

Statement on Diversity, Equity, and Inclusion

We are committed to creating a workplace where everyone feels valued and empowered. By embracing diversity and fostering an inclusive environment, we believe we can achieve more together.