State Manager

**Description**:
**About the business and the role**

Vivid Property Services is the commercial cleaning specialist that Australian facility managers and procurement managers trust to meet their cleanliness and hygiene standards.

This is an exciting opportunity for a current State Manager to join a growing and innovative company, to expand and further develop their career.

As the State Manager for this region you will be responsible for managing the growth and maintenance of this already established business.

This opportunity is suitable for an energetic, highly focused professional with a “can-do” attitude, customer service focus and a high level of initiative.

**PURPOSE OF THIS ROLE**

To manage Vivid’s operations and service delivery for the VIC Region. Lead the regional operations, setting goals, monitoring KPIs and managing performance. Manage the selection and performance of Service Providers ensuring operational KPIs are met. Responsible for P&L Cost of Sales including actions to maintain or improve gross margin. Be the account manager for selected Tier 1 or 2 clients in the Region. Grow Vivid’s business in the Region through existing clients, identify and secure new business. Ensure regional operations are compliant with WHS and Quality standards and work collaboratively with managers and other departments in the achievement of business goals.

**RESPONSIBILITIES AND DUTIES**

**Operations and Service Delivery**
- High level of knowledge of clients’ contracts, scope of works and pricing. Manage service delivery in line with contract and ensure cleaner induction, training and task schedules are in place.
- Manage the work plans and schedules of Operations Managers to ensure productivity, efficiency and a high level of customer service and responsiveness.
- Manage SP and cleaner attendance, through CleanTrak LIVE coordinated with onsite cleaner supervision to achieve zero “unknown missed cleans”.
- Manage and co-ordinate the effective teamwork between Operations Managers and Client Service Team to ensure work orders, procedures and workflows are co-ordinate and completed on time.
- Ensuring contractual requirements and cleaning KPIs are being met by Vivid, ensuring SP rate cards are kept up to date by client/site. Manage transitions and maintain tendered GP/GM.
- Ensure that periodical services are delivered as per schedule, audits are scheduled and performed in line with the Client’s expected frequency and actions arising from audits completed.
- Optimise business performance through the selection and allocation of high performing SPs as well as the territories and sites managed by Operations Managers.
- Generate additional revenues through Adhoc Work Orders with GM of 40%
- Utilise CleanTrak and system data to identify operational and service delivery issues - proactively manage Operations Managers and Service Partner performs (refer attached CleanTrak KPIs)
- Manage and ensure rectification of client complaints, correct procedures are followed and make changes/take action to prevent recurrence.
- Ensure operations and services are compliant with WHS and Quality system requirements and cleaner clearances and inductions are current.
- Set individual goals, work schedules and activities for Operations Managers and Area Supervisors to ensure effective allocation of resources match business demand - manage individual performance.
- P&L - cost of sales for Region: analysis of results and take action to improve financial.
- Managing SP/ labour model related variations and keep Operations data in VMS updated.
- Effectively contribute to Regional Manager Meetings, the development and execution of business strategies

**Account Management**
- Client relationship management - regularly communicating with and meeting with client / FMs
- Contract compliance and reporting including adhoc and monthly reports, monthly meetings and actions arising from monthly meetings.
- Contract variations - managing site, scope changes. Providing clients with pricing and ensuring all required contract documents are executed, filed, and kept up to date.
- Managing Variations, ensuring they are complete, accurate, and kept up to date. Ensure that the pricing and charges in Consumables Module is complete, accurate, and kept up to date.
- Profit and Loss: monitor invoicing to clients, ensuring it is accurate and timely. That POs from clients are in place and reflect contracted services, and payments are received as per terms. Reviewing financial performance of the Account (in conjunction with CFO) and taking actions to maintain or improve GP/GM.
- Communicating and Monitoring Operations Service Delivery - ensuring that all relevant OMs are aware of the service delivery scope and contracted hours. Providing Client Service and Operations with Periodical schedules as required. Ensuring audit schedules/audit template is provided and that completion rates are tracked.
- Reviewing CleanTrak performance: Regularly revie