Rob Manning Email & Phone Number

London

Working as part of the Assets Repairs team I am responsible for the reactive performance and contracts across West London that includes 18000 properties in some of London’s most dynamic and challenging inner-city areas. I oversee the performance of numerous framework contractors on service delivery, ensure that KPIs are achieved, service performance improved, costs are managed effectively and act as an escalation point whilst driving improved customer service/ satisfaction.I have total budget responsibility of £19m per annum between all aspects of repairs, planned cyclical programmes, voids/disrepair, Through building effective relationships with contractors, housing teams and other stakeholders my team deliver projects on time and enable service improvement across our operation.I currently manage team members with differing levels of technical skills, qualifications and roles that enable the delivery of varied workstreams across our asset portfolio. This is a dynamic team focused on customer service, resident experience and delivering the commercials

London

Responsible for functions that manage service operations 24/7 365 to our 2000 customers maintaining 30000 assets ensuring that we deliver world class customer service and achieving demanding SLA & KPIs. Responsible for building and maintaining relationships between AAES and national accounts as well as regional customers to ensure that service performance, metrics and relationships meet & surpass expectations. It is a demanding role that is responsible for customer escalation management, planning, all service operations and works closely with field management teams and extensive sub-contractor network as well as other stakeholders to drive productivity and service improvements to our customers, whilst ensuring that P&L expectations are exceeded

London, United Kingdom

• Led and managed a team of managers and 150+ team members over multiple sites, tasked with maximising productivity and efficiency of 8000 telecom engineers in a variety of work streams aligned to the Openreach portfolio, maintaining London's Broadband, Voice, Ethernet and Data network, infrastructure & service to millions of customers.• Optimised fluidity and worked with field organisations (comprising 1000+ engineers in the London Operational teams, UK wide National Operations teams (2000+) and third party contractors (1000+)), to drive productivity and optimise the service to customers• Drove improved productivity in the field 'jobs per day', maximising fluidity and reduced wasted visits, resulting in the reduced cost of visit per task • Successfully led and managed change/ transformation programmes that drove real improvements for the business commercially and through service • Managed the UKS Out Of Hours Team dealing with all Openreach voice, data and broadband connectivity portfolio, creating a healthy performance improvement culture within UKS Production Management, covering the full spectrum of performance leadership based around continual improvement ethics• Managed business units costs as well as the UK South operational ‘business plan’, including the delivery of OT budgets, meeting UKS Operations Plan objectives by driving on the day productivity/service to achieve all key metrics

Heathrow Airport.

• Led a new pan airport operational department combining five separate business units with the objective of increasing productivity, driving efficiency gains and reducing cost whilst also improving service levels to customers and stakeholders alike• Managed a team of 300 staff within a cross Heathrow operation, working in all areas with a total budget of £18m • Established new processes and procedures to measure and review service improvements with effective communication plans established• A key contributor in various projects around Heathrow Airport including Terminal 1, 3 and 4 refits, Terminal 5 construction, and also Heathrow T2 project planning - ensured that future strategies/processes are aligned to ensure maximum productivity and service to all customers, whilst reducing the cost implications

London, United Kingdom

• Initially joined the business as a mobile sales assistant, before enjoying a series of promotions to eventually become Operations Manager for the company • Responsible for all operational departments, including Security, Facilities Management, Customer Services, Health and Safety, Night Operation, Replenishment, Logistics and Merchandising

A Levels, Geography, History And Sociology.

Education record

Educated to A level, with significant training in all aspects of business and operations management.