1. Purpose of the Role The Business Unit Manager (BUM) is responsible for the full operational, contractual, financial, and compliance management of the Woolworths Cleaning Portfolio across assigned regions. The role ensures that all stores receive consistent, high‑quality cleaning services aligned with Woolworths brand standards, hygiene requirements, and audit expectations. The BUM acts as the primary liaison between the service provider and Woolworths operational, facilities, and regional management teams. 2. Key Deliverables 2.1 Service Delivery Excellence Ensure all stores meet or exceed Woolworths cleaning standards, hygiene protocols, and presentation requirements. Conduct scheduled and ad‑hoc site inspections using audit-ready checklists. Implement corrective action plans within 24 hours of any service failure. Maintain consistent staffing levels, ensuring no store operates below minimum manning requirements. Oversee deep cleaning, high‑level cleaning, periodic tasks, and seasonal cleaning programmes. 2.2 Client Relationship & Stakeholder Management Serve as the primary point of contact for Woolworths Regional Managers, Store Managers, and Facilities Managers. Attend monthly performance review meetings with Woolworths. Provide weekly operational updates, incident reports, and compliance documentation. Manage escalations promptly, ensuring transparent communication and documented resolutions. 2.3 Operational Management Oversee daily operations across all allocated Woolworths stores. Ensure all equipment, chemicals, consumables, and machinery are available, functional, and compliant with Woolworths specifications. Approve and monitor staff rosters, leave schedules, and overtime. Ensure all stores maintain updated SOPs, MSDS files, and safety signage. Implement continuous improvement initiatives to enhance efficiency and service quality. 2.4 People Management Recruit, onboard, and train cleaning staff in line with Woolworths standards and company policies. Conduct performance reviews for Supervisors and Site Managers. Manage disciplinary processes in line with labour legislation and company procedures. Ensure all staff are uniformed, identifiable, and compliant with grooming standards. Drive employee engagement, retention, and skills development. 2.5 Compliance & Risk Management Ensure full compliance with: OHSA Food safety and hygiene regulations Woolworths in‑store protocols Company policies and procedures Conduct risk assessments and implement mitigation plans. Ensure all incidents, injuries, and near misses are reported and investigated within required timelines. Maintain audit-ready documentation for internal and external inspections. 2.6 Financial & Commercial Management Manage the portfolios budget, including labour, consumables, equipment, and overheads. Monitor and control overtime, absenteeism, and unproductive labour costs. Validate and approve payroll inputs for all sites. Identify opportunities for cost optimisation without compromising service quality. Ensure accurate billing, credit notes, and contract variations are processed timeously. 2.7 Quality Assurance & Reporting Conduct monthly quality audits and submit reports to both internal leadership and Woolworths. Track KPIs including: Store audit scores. Absenteeism Staff turnover Client complaints and resolutions SLA compliance Maintain a digital record of all inspections, actions, and follow-ups. Provide root-cause analysis for recurring issues. 3. Scope of Authority The BUM has delegated authority to: Approve operational expenditure within budget limits. Initiate disciplinary action. Deploy relief staff and adjust rosters. Escalate contractual or operational risks to senior management. Engage directly with Woolworths operational leadership on service matters. 4. Performance Standards The BUM will be evaluated on: SLA compliance across all stores. Client satisfaction and feedback. Audit scores (internal and Woolworths). Labour stability and compliance. Financial performance of the business unit. Responsiveness to escalations and incidents. Quality and accuracy of reporting.
