Description
permit management
soft services
safety compliance
kpi reporting
tender management
inspections
You will be a very effective people leader who achieves results through team-work and strong relationships. You will be responsible for ensuring high standards are achieved, both in front and back of house areas.
You are responsible for compliance, Health & Safety and oversight of the on-site soft services teams. You will be working with the on-site team, the asset management team and suppliers to deliver results and high standards.
You will be motivated to minimise service charge expenditure through cost efficiency, productivity and be responsible for the delivery of the agreed annual operational budget.
Liaising closely with the Centre Director, Property and Asset Management teams, you will deliver and develop existing services, in line with the strategic operational objectives, property services agreement, and implicit service level agreement.
The Operations Manager is a senior role encompassing the full array of shopping centre operations. You will lead multiple functions on site to deliver operational excellence. The purpose of the role is to manage, lead, support and encourage the Centre teams to drive operational improvement, deliver exceptional customer experience to enhance customer satisfaction.
- Work with the Centre Director to regularly review centre risks, manage and mitigate.
- Oversee the operation of the permit system ensuring that suppliers working on site are fully vetted and approved in advance of works taking place within the Centre.
- Manage a team of soft services managers, customer service desk and general operatives to ensure excellence in operational delivery. Support the team in achieving their departmental goals, ensuring alignment with the Centre’s overall business objectives and strategy.
- You are an ambassador for the Centre and your area of work and as such you will actively promote recognition for the team, the Centre, and the wider business through your exemplary behaviour. Playing your part in the wider team and leading your team to be the best.
- Implement and apply the actions arising from the Health and Safety risk assessments and act as liaison with the auditor. Ensure the recording and reporting of all accidents and incidents and maintain a register detailing same.
- Analyse and communicate performance against targets, including KPI status, service delivery and commercial performance.
- Delivery of operational services and agreed objectives on time, and in accordance with the Centre operations plan (which you have designed alongside the senior centre management team), aligned with the company objectives and requirements.
- Preparation of all soft services tenders ensuring technical, operational and commercial objectives are achieved and in line with business objectives. Implement and oversee the contracts ensuring compliance with KPI’s.
- Conduct regular inspections to identify required improvements/building repairs and implement the solutions to ensure the highest standards are always met.
- Ensure effective duty management and business continuity by fully trained team members in line with the group crisis management policy and the Centre major incident management plan.
- Manage the delivery of H&S and soft services to ensure all people (customers, retailers and staff) are safe and secure.
- Effective development of the team, in particular managers, to ensure they are empowered at all levels to deliver the Centre objectives.
- You monitor income and expenditure against departmental budgets, to oversee the team, and to forecast and account for variances
- Lead and engage in regular operational meetings/team briefings with managers and staff to deliver clear understanding of business objectives and manage performance against targets. Ensure the effective cascade of information and an open door to feedback and ideas from the delivery teams.
- Development of innovation and best practice standards across all operational aspects of service delivery. Use systems to better understand the Centre requirements and use this knowledge to focus on the opportunity to deliver sustainable savings.
- Manage the operational functions of the Centre to ensure business continuity, co-ordinating activities of departmental managers, ensuring that management cover is maintained. You will provide duty management cover on rotational basis and act as the responsible person at the Centre for all escalation points where applicable for the centre. Understanding the escalation of incident processes.
- You will have a clear focus on operating safely and legally. Manage and ensure compliance with all aspects of Health and Safety/quality assurance/environmental requirements across the Centre.
- You will promote our operational focus on compliance, communication, consistency, and collaboration in all you deliver. You are focused on leading a safe Centre and complying with legal requirements. You will support the ESG plan and lead objectives, personally supporting community projects and activities.
