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credit_card Salary Up to £60,000

work_outline Basis Full Time

Job profile for Operational Excellence Manager - 6 month FTC

Operational Excellence Manager - 6 month FTC

The job requirements are detailed below.Where applicable; the skills, qualifications and memberships required for this job have also been included.

Job details

Job description

iQ is one of the UK's biggest providers of student accommodation, committed to giving our 34,000 students in 85 sites across 29 UK cities their best year yet.

Our London and Manchester based support teams are the cog that keeps the iQ wheels turning, providing our brilliant site teams with everything they need to deliver a fantastic student experience every day.

iQers are a pretty special bunch. Our team is bursting with independent thinkers and problem solvers, who join us to explore what's possible and build a career as part of a diverse, fun and supportive team. If you have people skills, personality and potential then you have all the makings of a great iQer.

Role summary:

iQ’s Operational Excellence Manager sits within the Central Operations team, who work together to provide the structure and framework to enable site teams to flourish.

The Operational Excellence Manager is the central owner of all operational tools, resources, systems and processes and will be able to confidently articulate and present the ‘voice of the site teams’ to ensure iQ excels in all aspects of service delivery. The role holder will be data-driven, and will embrace the opportunity to interpret data from StarRez, BI and any other systems, and provide reporting mechanisms that clearly drive operational excellence across our site teams.

They role holder will have an in depth understanding of the day-to-day operations at site level and will work to identify opportunities to improve efficiency and consistency. They will also take the lead across the business in coordinating and delivering the annual iQ operations programmes (such as Best Welcome). They will line manage the Operational Contracts Manager who will be responsible for managing relationships with operational contract partners and third party vendors in order to achieve operational excellence.

Key Responsibilities:

• Ownership of iQQi audit programme. Development of audit content and schedule to ensure the process drives standards across all sites. Delivery and reporting of results and identification of themes & patterns.
• Overall ownership of iQ Standards including introducing improvements and updates where applicable, to ensure brand consistency across all iQ sites.
• Coordination & lead of programme of annual operating initiatives including Best Welcome, Leave on a High, Summer etc). Ensuring all stakeholders are clear of their responsibilities within each programme and these are delivered on time and within budget.
• Maintaining, reviewing and improving operational SOPs (iQ How) to ensure these meet the requirements of the site teams as well as the wider business. Contributing to the roll out of new/updated SOPs to support RMs in embedding these into day-to-day operations.
• Monitoring of adherence to iQ SOPs through reporting & follow up with the RMs.
• Managing the Ops intranet pages (iQ How, Ops Standards, cyclical operating programme pages such as BW, LOAH etc) to ensure information is relevant and up to date.
• Development, integration and continuous improvement of BSC and monthly cascade of KPIs to ensure all site operations teams can clearly track their performance and understand what areas may require improvement. Reporting and dissemination of BSC/KPI performance and identification of any key trends & themes.
• Leading the weekly Comms Cascade process so that the Managers Bulletin drives consistent messaging which is cascaded to RMs and site teams effectively.
• Standard centralised reporting to RMs on areas of key operational impact (rent collection, StarRez interactions, overdue tasks etc).
• Liaison with Systems and Estates teams to support with Planon developments and updates.
• Driving improvements to key operational systems such as StarRez and Power BI by working with the Technology team.
• Operational input and main point of contact for Voice It initiatives.

Skills and Experience:

• Highly organised – the ‘go-to person’ in the team, with the ability to prioritise heavy workloads
• An in-depth understanding of the student accommodation sector would be an advantage, but experience in any multi-site, operations-led organisation may be relevant
• A natural problem solver with the ability to work on own initiative
• Creative with an absolute attention to detail alongside the ability to think strategically
• Ability to influence others and drive performance
• Driven by data & very comfortable working with data, processes and systems,

We operate a hybrid working model with 3 days in the office and 2 days working from home / site location.

Ready to feel like you've got the best job ever? Apply today and find out what it's really like to work at iQ!