Purpose of the Role To deliver an innovative and operationally efficient high standard of property management using Savills procedures whilst incorporating our client's strategy, vision and ESG goals. 1 Golden Lane is a high quality, amenity rich, sustainable and energy efficient building. The redevelopment will complete in Q1 2026 and the Senior Property Manager will play a pivotal role in the onboarding of service partners, mobilisation and set up, working alongside the Development Set Up Team and London Business Space, carrying the property in to its early phase of operation and beyond into BAU. The role will be to provide day to day operational running and maintenance of 1 Golden Lane and management of service partners, whilst building and maintaining strong relations at all levels. Key Responsibilities Be the ambassador for 1 Golden Lane at all times; Develop and promote the brand. Take ownership of the 1 Golden Lane vision and values ensuring that they are fully integrated in our delivery. Build excellent professional relationships at all levels. Working with client platforms to develop the building community, using the onsite occupier portal, and maximising engagement opportunities. Ensure all Savills property management, manuals and compliance systems are up to date and used in line with process and policy; consistently delivering against the RISE principles. Complete and upload onto the appropriate system, daily and monthly checklists within agreed timeframe; ensure any resultant actions are completed. Ensure high standards of property presentation and customer service are achieved and maintained at all times. Ensure appropriate clear communication (written and verbal) with occupiers, service partners and all guests. Engage with all stakeholders with a specific responsibility of engaging with occupiers and ensuring their H&S and statutory compliance. Chair both formal (minuted) and informal occupier meetings at the agreed frequency, ensuring customer service levels, innovations and feedback is obtained, minuted and actioned. Ensure Health & Safety, emergency procedures and safe working practices are established, maintained, and conform to current legislation to provide a safe environment for all estate users. Ensure all actions resulting from audits and risk assessments are updated monthly to show progress, and are completed within agreed timeframe. Report to Management Surveyor and client directly, ensuring they are kept informed on matters relating to standards of facilities management, highlighting areas for concern or improvement. Ensure procurement of all supplies and services at the property are undertaken in accordance with the Savills procurement program to ensure the highest standards are adhered to and embedding sustainable procurement is embedded. Manage service partners delivery to a high standard and maintain 1 Golden Lane standards in line with agreed KPIs and SLA's. Escalate contract management issues as appropriate. Encourage cultural alignment and partnership with the service partners to adhere to 1 Golden Lane philosophy and core values. Prepare and implement contingency plans to ensure adequate and suitable site attendance in the event of absence. Ensure reliable working knowledge of plant and building operation systems. Ensure that all promotional activities are carried out with due care and attention to the health, safety and welfare of the team, occupiers and guests. Oversee and ensure House Rules and Regulations and procedures are followed and permits to work for all contractor activities within the Building are raised. Lead the delivery of 1 Golden Lane ESG goals and engage with occupiers to understand their ESG aspirations and encourage aligned goals and behaviours. Manage the production of the annual building service charge budget and management accounts coordinating the input of internal resources and ensuring strict adherence to the published programs and closely monitoring the service charge expenditure ensuring value for money at all times. Team Effectively manage service partner contracts and their on-site teams, ensuring they are adequately trained, motivated and embracing the 1 Golden Lane team ethos. Conduct performance reviews with service partner management team to ensure performance is in line with KPIs and managing any performance improvement requirement. Ensure the collective onsite team comply at all times with the standards and ethos of 1 Golden Lane. Promotions/Public Relations Establishing and developing good relations and partnerships with various authorities and local agencies, notably: Local authority and agencies Police Fire brigade Public transport providers Neighbouring properties Deliver in accordance with the ESG Strategy for the building. Partner with the local community and neighbouring businesses to develop a community culture internally and externally, building social programs and hosting a range of events to benefit all. Ensure the safe organisation and management of any building/community events. Quality Assurance Adhere to all quality assurance requirements. Ensure compliance at all times with operational standards. Assist with additional client led compliance requirements. Skills, Knowledge and Experience Candidates will be required to demonstrate the following: Excellent managerial and inter-personal skills, a proven track record in managing change, extensive experience in managing budgets, good strategic vision and a strong commitment to customer service are vital. Previous property/building management experience essential Previous property/building management mobilisation and experience of office fit out preferred Self-motivated with an ability to use their own initiative. Experience in the supervision of service partners and contractors. Proactive, uses initiative and able to work to under pressure to meet deadlines Effective people management skills in recruitment, development and team building. Excellent communication skills, written and verbal. A comprehensive knowledge and understanding of legislative Health & Safety requirements. IOSH qualified. Good time management skills able to respond to client/contract deadlines. Ability to use full range of Microsoft applications Inc. Word, Excel, PowerPoint, Outlook. An interest in being a proactive ESG leader in the industry Working Hours -40 hours per week, normally Monday-Friday Salary -£75,000 Please see our Benefits Booklet for more information.
Oct 20, 2025
Full time
Purpose of the Role To deliver an innovative and operationally efficient high standard of property management using Savills procedures whilst incorporating our client's strategy, vision and ESG goals. 1 Golden Lane is a high quality, amenity rich, sustainable and energy efficient building. The redevelopment will complete in Q1 2026 and the Senior Property Manager will play a pivotal role in the onboarding of service partners, mobilisation and set up, working alongside the Development Set Up Team and London Business Space, carrying the property in to its early phase of operation and beyond into BAU. The role will be to provide day to day operational running and maintenance of 1 Golden Lane and management of service partners, whilst building and maintaining strong relations at all levels. Key Responsibilities Be the ambassador for 1 Golden Lane at all times; Develop and promote the brand. Take ownership of the 1 Golden Lane vision and values ensuring that they are fully integrated in our delivery. Build excellent professional relationships at all levels. Working with client platforms to develop the building community, using the onsite occupier portal, and maximising engagement opportunities. Ensure all Savills property management, manuals and compliance systems are up to date and used in line with process and policy; consistently delivering against the RISE principles. Complete and upload onto the appropriate system, daily and monthly checklists within agreed timeframe; ensure any resultant actions are completed. Ensure high standards of property presentation and customer service are achieved and maintained at all times. Ensure appropriate clear communication (written and verbal) with occupiers, service partners and all guests. Engage with all stakeholders with a specific responsibility of engaging with occupiers and ensuring their H&S and statutory compliance. Chair both formal (minuted) and informal occupier meetings at the agreed frequency, ensuring customer service levels, innovations and feedback is obtained, minuted and actioned. Ensure Health & Safety, emergency procedures and safe working practices are established, maintained, and conform to current legislation to provide a safe environment for all estate users. Ensure all actions resulting from audits and risk assessments are updated monthly to show progress, and are completed within agreed timeframe. Report to Management Surveyor and client directly, ensuring they are kept informed on matters relating to standards of facilities management, highlighting areas for concern or improvement. Ensure procurement of all supplies and services at the property are undertaken in accordance with the Savills procurement program to ensure the highest standards are adhered to and embedding sustainable procurement is embedded. Manage service partners delivery to a high standard and maintain 1 Golden Lane standards in line with agreed KPIs and SLA's. Escalate contract management issues as appropriate. Encourage cultural alignment and partnership with the service partners to adhere to 1 Golden Lane philosophy and core values. Prepare and implement contingency plans to ensure adequate and suitable site attendance in the event of absence. Ensure reliable working knowledge of plant and building operation systems. Ensure that all promotional activities are carried out with due care and attention to the health, safety and welfare of the team, occupiers and guests. Oversee and ensure House Rules and Regulations and procedures are followed and permits to work for all contractor activities within the Building are raised. Lead the delivery of 1 Golden Lane ESG goals and engage with occupiers to understand their ESG aspirations and encourage aligned goals and behaviours. Manage the production of the annual building service charge budget and management accounts coordinating the input of internal resources and ensuring strict adherence to the published programs and closely monitoring the service charge expenditure ensuring value for money at all times. Team Effectively manage service partner contracts and their on-site teams, ensuring they are adequately trained, motivated and embracing the 1 Golden Lane team ethos. Conduct performance reviews with service partner management team to ensure performance is in line with KPIs and managing any performance improvement requirement. Ensure the collective onsite team comply at all times with the standards and ethos of 1 Golden Lane. Promotions/Public Relations Establishing and developing good relations and partnerships with various authorities and local agencies, notably: Local authority and agencies Police Fire brigade Public transport providers Neighbouring properties Deliver in accordance with the ESG Strategy for the building. Partner with the local community and neighbouring businesses to develop a community culture internally and externally, building social programs and hosting a range of events to benefit all. Ensure the safe organisation and management of any building/community events. Quality Assurance Adhere to all quality assurance requirements. Ensure compliance at all times with operational standards. Assist with additional client led compliance requirements. Skills, Knowledge and Experience Candidates will be required to demonstrate the following: Excellent managerial and inter-personal skills, a proven track record in managing change, extensive experience in managing budgets, good strategic vision and a strong commitment to customer service are vital. Previous property/building management experience essential Previous property/building management mobilisation and experience of office fit out preferred Self-motivated with an ability to use their own initiative. Experience in the supervision of service partners and contractors. Proactive, uses initiative and able to work to under pressure to meet deadlines Effective people management skills in recruitment, development and team building. Excellent communication skills, written and verbal. A comprehensive knowledge and understanding of legislative Health & Safety requirements. IOSH qualified. Good time management skills able to respond to client/contract deadlines. Ability to use full range of Microsoft applications Inc. Word, Excel, PowerPoint, Outlook. An interest in being a proactive ESG leader in the industry Working Hours -40 hours per week, normally Monday-Friday Salary -£75,000 Please see our Benefits Booklet for more information.
Purpose of the Role Assist the Property Managers in the execution and delivery of all services pertaining to the operational management across the White City Place Estate, including all managed properties. Act as a deputy to the Savills Management team and provide full secretarial, clerical and administrative support to the Property and Engineering Management Team. Contribute to the safety and wellbeing of all users of the building/estate. This is a client and customer facing role taking responsibility for delivering site-based property management services to several buildings. There is a strong administrative focus to this role and good organisational skills are key. Key Responsibilities Main Duties Support the Property Managers in advancing good client relations with appropriate occupier representatives; propagate open communication and flow of information on building issues. With assistance from the Property Managers, ensure and update records of compliance with all operational processes and procedures. Support with the population and management of operational management systems. Drive the collection and processing data relevant to the operation of the scheme. Support the property managers with the construction and management and reconciliation of budgets. Assist the Property Managers in procuring quoted costs and other appropriate information to facilitate production and subsequent management of the building service charge budget. Support the Property Managers in ensuring that health & safety, emergency procedures and safe working practices are enforced and conform to current legislation. In the absence of the Property Manager, take control of any emergency situations and execute evacuation plans. Support the Property Managers in undertaking regular physical inspections of completed works and service contracts and of all areas of the premises in their entirety. Support the Property Managers with all aspects of routine correspondence and lead on administrative duties to support the efficient running of the building management office. Assist the Property Managers in ensuring that the production of service specifications, contracts and associated documentation properly represent the service requirement of the premises and are presented and executed in accordance with company guidelines. Assist with the tracking and processing of service invoices and the production of management accounts. Raise purchase orders. Support in the management of contractors and service providers and ensure the service they provide is top quality. Carry out monthly inspections of the properties on campus. Take ownership of the Savills and Client's vision and values ensuring that they are fully integrated into all of the building's services. Other duties as directed. The above is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your changing role within the organisation. Skills, Knowledge and Experience Technical Knowledge of Building systems Good understanding of Hard and Soft services esp M&E Understanding of Budgets and Service charges Health and Safety IOSH Competent with Savills IT Systems (Elogbooks, Proactis, Datastation, Records For Buildings, etc) beneficial Contractor Management Working Hours: Mon-Fri, 09:00-17:30 Salary: £37,000-£42,000 Please see our Benefits Booklet for more information.
Feb 20, 2025
Full time
Purpose of the Role Assist the Property Managers in the execution and delivery of all services pertaining to the operational management across the White City Place Estate, including all managed properties. Act as a deputy to the Savills Management team and provide full secretarial, clerical and administrative support to the Property and Engineering Management Team. Contribute to the safety and wellbeing of all users of the building/estate. This is a client and customer facing role taking responsibility for delivering site-based property management services to several buildings. There is a strong administrative focus to this role and good organisational skills are key. Key Responsibilities Main Duties Support the Property Managers in advancing good client relations with appropriate occupier representatives; propagate open communication and flow of information on building issues. With assistance from the Property Managers, ensure and update records of compliance with all operational processes and procedures. Support with the population and management of operational management systems. Drive the collection and processing data relevant to the operation of the scheme. Support the property managers with the construction and management and reconciliation of budgets. Assist the Property Managers in procuring quoted costs and other appropriate information to facilitate production and subsequent management of the building service charge budget. Support the Property Managers in ensuring that health & safety, emergency procedures and safe working practices are enforced and conform to current legislation. In the absence of the Property Manager, take control of any emergency situations and execute evacuation plans. Support the Property Managers in undertaking regular physical inspections of completed works and service contracts and of all areas of the premises in their entirety. Support the Property Managers with all aspects of routine correspondence and lead on administrative duties to support the efficient running of the building management office. Assist the Property Managers in ensuring that the production of service specifications, contracts and associated documentation properly represent the service requirement of the premises and are presented and executed in accordance with company guidelines. Assist with the tracking and processing of service invoices and the production of management accounts. Raise purchase orders. Support in the management of contractors and service providers and ensure the service they provide is top quality. Carry out monthly inspections of the properties on campus. Take ownership of the Savills and Client's vision and values ensuring that they are fully integrated into all of the building's services. Other duties as directed. The above is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your changing role within the organisation. Skills, Knowledge and Experience Technical Knowledge of Building systems Good understanding of Hard and Soft services esp M&E Understanding of Budgets and Service charges Health and Safety IOSH Competent with Savills IT Systems (Elogbooks, Proactis, Datastation, Records For Buildings, etc) beneficial Contractor Management Working Hours: Mon-Fri, 09:00-17:30 Salary: £37,000-£42,000 Please see our Benefits Booklet for more information.
Purpose of the Role The successful candidate will be joining an established team within the facilities management department. Focusing on residential service charge management of a high profile residential portfolio, working closely with the Client Relationship Managers and Facilities Managers to deliver a complete asset management service to clients. They will have previous experience of working in a busy environment and be able to provide a high level of service to, and establish rapport with, clients, leaseholders and Savills' colleagues. Key Responsibilities Ensure delivery of Facilities Management Services in accordance with Management Agreements and having regard to Industry Best Practice. Service Charge block management of a number of mixed use buildings. Service charge budget management of blocks, including setting of annual budgets and agreement of budgets with clients and leaseholders. Lessee notification and S.20 consultation with lessees regarding major works contracts. Ensure that Health and Safety compliance is adhered to. Be a point for escalation for leaseholder queries and more complex issues. Review open maintenance jobs and ensure these are closed out in accordance with KPIs. Quarterly financial reporting. Environmental performance reporting. Cross sell the skills and services of the other divisions to existing and potential clients. Any other duties appropriate to this role, as required from time to time. Other Responsibilities: Attendance at client and residents meetings (may be outside of business hours). Oversee insurance claims and ensure they are completed in a timely manner. Assist with consultancy pieces. Set up and mobilisation of new sites as and when required. Assistance with new business pitches. Skills, Knowledge and Experience AIRPM or equivalent industry recognised qualification preferred. Proven residential service charge block management experience. Intermediate Microsoft Office knowledge. Excellent communicator and client relationship skills. Good time management and organisational skills. Strong commercial awareness. Excellent attention to detail skills. Good financial skills. Good team player. The successful candidate will have proven residential block management experience, be client facing and looking to build on their residential asset and property management experience including service charges. This specific role is to focus attention on buildings in Central and SE London, which require a dedicated daily management service. We are looking for a candidate with drive and growth potential whom the business can grow around, who will be supported by the more experienced members of the team. A good team player is imperative to this role, as is the ability to build relationships with lessees, residents associations and clients. Working Hours - Full-time Please see our Benefits Booklet for more information.
Feb 15, 2025
Full time
Purpose of the Role The successful candidate will be joining an established team within the facilities management department. Focusing on residential service charge management of a high profile residential portfolio, working closely with the Client Relationship Managers and Facilities Managers to deliver a complete asset management service to clients. They will have previous experience of working in a busy environment and be able to provide a high level of service to, and establish rapport with, clients, leaseholders and Savills' colleagues. Key Responsibilities Ensure delivery of Facilities Management Services in accordance with Management Agreements and having regard to Industry Best Practice. Service Charge block management of a number of mixed use buildings. Service charge budget management of blocks, including setting of annual budgets and agreement of budgets with clients and leaseholders. Lessee notification and S.20 consultation with lessees regarding major works contracts. Ensure that Health and Safety compliance is adhered to. Be a point for escalation for leaseholder queries and more complex issues. Review open maintenance jobs and ensure these are closed out in accordance with KPIs. Quarterly financial reporting. Environmental performance reporting. Cross sell the skills and services of the other divisions to existing and potential clients. Any other duties appropriate to this role, as required from time to time. Other Responsibilities: Attendance at client and residents meetings (may be outside of business hours). Oversee insurance claims and ensure they are completed in a timely manner. Assist with consultancy pieces. Set up and mobilisation of new sites as and when required. Assistance with new business pitches. Skills, Knowledge and Experience AIRPM or equivalent industry recognised qualification preferred. Proven residential service charge block management experience. Intermediate Microsoft Office knowledge. Excellent communicator and client relationship skills. Good time management and organisational skills. Strong commercial awareness. Excellent attention to detail skills. Good financial skills. Good team player. The successful candidate will have proven residential block management experience, be client facing and looking to build on their residential asset and property management experience including service charges. This specific role is to focus attention on buildings in Central and SE London, which require a dedicated daily management service. We are looking for a candidate with drive and growth potential whom the business can grow around, who will be supported by the more experienced members of the team. A good team player is imperative to this role, as is the ability to build relationships with lessees, residents associations and clients. Working Hours - Full-time Please see our Benefits Booklet for more information.
Purpose of the Role The Head of Operations is a senior, high profile role encompassing the full array of soft services, environmental, M&E services and facilities management. The purpose of the role is to lead, support and encourage teams to drive operational improvement, delivering exceptional customer service to all of the Town centre's visitors and tenants. You will also assist in implementing Savills Health and Safety platforms and ensuring legislation is adhered to across all areas of the centre. You are responsible for a team of Soft Service Contracted managers across Security & Cleaning, as well as Centre based management working with the team to deliver results for soft and hard services. You will be familiar with health and safety and fire legislative requirements in so far as they relate to the management of a shopping centre and how they relate to landlord tenant relationships. Ensuring compliance throughout the centre which you have responsibility by inspection, audit, training and maintenance records. You will be a very effective people manager who achieves results through teamwork and strong relationships. You will be driven by an uncompromising eye for detail to achieve high class standards in front and back of house areas, and performance in each aspect of service. Working closely with the Centre Director, you will deliver and develop services in line with the strategic operational objectives for the property. You will identify and support the development of business opportunities. You will be motivated to maximise cost efficiency, productivity and responsible for the delivery of the agreed annual operational service charge budget. You will need to achieve targets and produce accurate information, operating within Savills financial authority limits. You will be an excellent communicator, a clear decision maker and adept in the development of ideas and opportunities. You will have the ability to adapt to a fast-paced changing environment, and proactively champion brand initiatives. You will also assist in the general management of the centre and act as duty manager when required. Key Responsibilities Behaviour and culture: You have a clear vision for the application of excellent customer service in all endeavours and lead by example to ensure that the team are delivering the same standards of service. Customer service not only relates to our customers, but to all stakeholders including retailers and colleagues. You take a leading role in promoting our operational focus on compliance, communication, consistency and collaboration. You will support the centre's ESG and corporate responsibility objectives including personal support to community projects and activities. A high energy individual capable of influencing at all levels, developing excellent relationship management skills with internal and external partners. Service delivery management: Delivery of operational services and agreed objectives on time, aligned with the company objectives and requirements. Analyse and communicate performance against targets, including KPI status, service delivery and commercial performance. Manage the delivery of services to ensure all people (customers, retailers and staff) are safe and secure. Statutory compliance must be an absolute priority for you, with the operations team organised and focused to deliver 100% compliance. Risk management will be at the heart of your decisions and you will be operating in a high-pressure environment where delivering excellence is an expectation. Implementation and management of centre based continuous review processes; leading continuous improvement plans and projects to ensure the delivery of exceptional customer experience and brand consistency through best practice. Financial & commercial performance: Management of service charge for all areas that fall under your remit. Setting of service charge budgets in conjunction with the centre Director and finance manager. Monitor income and expenditure against departmental budgets, oversee Soft services managers, and forecast and account for variances. Development of innovation and best practice standards across all operational aspects of service delivery. Lead on all tender requirements for the Centre/Operations as required. Risk management: Manage and ensure statutory compliance with all aspects of health & safety, quality assurance, and environmental requirements across all departments. Work with the Centre Director to regularly review centre risks, manage and mitigate. Manage the operational functions of the centre to ensure business continuity, coordinating activities of departmental managers, ensuring that duty management cover is maintained at all times. Ensure effective duty management and business continuity by fully trained team members in line with the Town centre crisis management policy and the Town centre major incident management plan. Manage and develop the team to ensure excellence in operational delivery. Support Soft service managers in meeting their objectives to ensure the centre meets its business objectives and strategy. Lead 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. Effective development of the team, particularly managers, to ensure they are empowered at all levels to deliver the centre objectives. Effective use of personal development plans in the creation of a succession plan for the centre operations management team. Work with the soft services Team on recruitment of new staff and ensure that they demonstrate ABM/Savills values and qualities. Leadership: Develop and maintain strong, close relationships with other operations managers and senior management teams across the region and portfolio to align delivery requirements / standards with Savills Properties expectations. Contribute to national level meetings with the senior operational team. Lead by example in the development of collaborative and mutually beneficial relationships with key supply chain partners. Support the wider Savills stakeholders including Property, Asset Management, and Marketing. Understand their business requirements and work together to deliver centre benefit. Skills, Knowledge and Experience Essential 5 years plus experience working for a high-profile company in the facilities, retail, and hospitality sector at a senior level. Occupational Health and Safety experience. Facilities Management experience and/or qualification. Knowledge of Health and Safety and Environmental disciplines. Desirable Diploma in Shopping Centre Management, or equivalent. Qualification in economics or business/commerce. Qualification in hospitality or front of house service excellence. Qualification in building services. Person Specification: Successful leadership and management of operations at a senior level within a retail / leisure / hospitality environment. Tangible success and excellence in leading, managing and motivating large teams of varied functionality to achieve targets and objectives. Genuine leadership skills necessary to achieve ambitious targets. An ability to mentor. Capability in managing change quickly and efficiently whilst maintaining effective service provision. Capability to influence at a senior level, developing excellence with internal and external partnerships. Ability to work well with others, make clear decisions and continue to deliver results under pressure. Energy and excellent interpersonal and people support skills, and an ability to establish credibility quickly. A flexible approach and a sense of teamwork. Excellence in organisational ability, oral and written communication, report writing and exemplary presentation skills, capable of engaging senior managers and delivery teams alike. Financial acumen with success in preparing and managing budgets. Project management and project sponsorship capability. An analytical mind that can bring clarity to difficult situations. IT system literacy to be able to get the most from the evolving operational technology across our business. Working Hours: 37.5 Salary: £55-£75k Dependant on experience Please see our Benefits Booklet for more information.
Feb 13, 2025
Full time
Purpose of the Role The Head of Operations is a senior, high profile role encompassing the full array of soft services, environmental, M&E services and facilities management. The purpose of the role is to lead, support and encourage teams to drive operational improvement, delivering exceptional customer service to all of the Town centre's visitors and tenants. You will also assist in implementing Savills Health and Safety platforms and ensuring legislation is adhered to across all areas of the centre. You are responsible for a team of Soft Service Contracted managers across Security & Cleaning, as well as Centre based management working with the team to deliver results for soft and hard services. You will be familiar with health and safety and fire legislative requirements in so far as they relate to the management of a shopping centre and how they relate to landlord tenant relationships. Ensuring compliance throughout the centre which you have responsibility by inspection, audit, training and maintenance records. You will be a very effective people manager who achieves results through teamwork and strong relationships. You will be driven by an uncompromising eye for detail to achieve high class standards in front and back of house areas, and performance in each aspect of service. Working closely with the Centre Director, you will deliver and develop services in line with the strategic operational objectives for the property. You will identify and support the development of business opportunities. You will be motivated to maximise cost efficiency, productivity and responsible for the delivery of the agreed annual operational service charge budget. You will need to achieve targets and produce accurate information, operating within Savills financial authority limits. You will be an excellent communicator, a clear decision maker and adept in the development of ideas and opportunities. You will have the ability to adapt to a fast-paced changing environment, and proactively champion brand initiatives. You will also assist in the general management of the centre and act as duty manager when required. Key Responsibilities Behaviour and culture: You have a clear vision for the application of excellent customer service in all endeavours and lead by example to ensure that the team are delivering the same standards of service. Customer service not only relates to our customers, but to all stakeholders including retailers and colleagues. You take a leading role in promoting our operational focus on compliance, communication, consistency and collaboration. You will support the centre's ESG and corporate responsibility objectives including personal support to community projects and activities. A high energy individual capable of influencing at all levels, developing excellent relationship management skills with internal and external partners. Service delivery management: Delivery of operational services and agreed objectives on time, aligned with the company objectives and requirements. Analyse and communicate performance against targets, including KPI status, service delivery and commercial performance. Manage the delivery of services to ensure all people (customers, retailers and staff) are safe and secure. Statutory compliance must be an absolute priority for you, with the operations team organised and focused to deliver 100% compliance. Risk management will be at the heart of your decisions and you will be operating in a high-pressure environment where delivering excellence is an expectation. Implementation and management of centre based continuous review processes; leading continuous improvement plans and projects to ensure the delivery of exceptional customer experience and brand consistency through best practice. Financial & commercial performance: Management of service charge for all areas that fall under your remit. Setting of service charge budgets in conjunction with the centre Director and finance manager. Monitor income and expenditure against departmental budgets, oversee Soft services managers, and forecast and account for variances. Development of innovation and best practice standards across all operational aspects of service delivery. Lead on all tender requirements for the Centre/Operations as required. Risk management: Manage and ensure statutory compliance with all aspects of health & safety, quality assurance, and environmental requirements across all departments. Work with the Centre Director to regularly review centre risks, manage and mitigate. Manage the operational functions of the centre to ensure business continuity, coordinating activities of departmental managers, ensuring that duty management cover is maintained at all times. Ensure effective duty management and business continuity by fully trained team members in line with the Town centre crisis management policy and the Town centre major incident management plan. Manage and develop the team to ensure excellence in operational delivery. Support Soft service managers in meeting their objectives to ensure the centre meets its business objectives and strategy. Lead 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. Effective development of the team, particularly managers, to ensure they are empowered at all levels to deliver the centre objectives. Effective use of personal development plans in the creation of a succession plan for the centre operations management team. Work with the soft services Team on recruitment of new staff and ensure that they demonstrate ABM/Savills values and qualities. Leadership: Develop and maintain strong, close relationships with other operations managers and senior management teams across the region and portfolio to align delivery requirements / standards with Savills Properties expectations. Contribute to national level meetings with the senior operational team. Lead by example in the development of collaborative and mutually beneficial relationships with key supply chain partners. Support the wider Savills stakeholders including Property, Asset Management, and Marketing. Understand their business requirements and work together to deliver centre benefit. Skills, Knowledge and Experience Essential 5 years plus experience working for a high-profile company in the facilities, retail, and hospitality sector at a senior level. Occupational Health and Safety experience. Facilities Management experience and/or qualification. Knowledge of Health and Safety and Environmental disciplines. Desirable Diploma in Shopping Centre Management, or equivalent. Qualification in economics or business/commerce. Qualification in hospitality or front of house service excellence. Qualification in building services. Person Specification: Successful leadership and management of operations at a senior level within a retail / leisure / hospitality environment. Tangible success and excellence in leading, managing and motivating large teams of varied functionality to achieve targets and objectives. Genuine leadership skills necessary to achieve ambitious targets. An ability to mentor. Capability in managing change quickly and efficiently whilst maintaining effective service provision. Capability to influence at a senior level, developing excellence with internal and external partnerships. Ability to work well with others, make clear decisions and continue to deliver results under pressure. Energy and excellent interpersonal and people support skills, and an ability to establish credibility quickly. A flexible approach and a sense of teamwork. Excellence in organisational ability, oral and written communication, report writing and exemplary presentation skills, capable of engaging senior managers and delivery teams alike. Financial acumen with success in preparing and managing budgets. Project management and project sponsorship capability. An analytical mind that can bring clarity to difficult situations. IT system literacy to be able to get the most from the evolving operational technology across our business. Working Hours: 37.5 Salary: £55-£75k Dependant on experience Please see our Benefits Booklet for more information.
Purpose of the Role As Centre Manager at Ocean Terminal, you will work closely with the Ambassador Group and Savills teams to lead the successful operation of the development to achieve ongoing growth through strategic direction, management leadership, stakeholder influence and engagement, innovation and accountability. As Centre Manager you will clearly communicate the vision for the Scheme, including the values, culture and behaviours. You will be a strong and motivational leader who has a proven track record in effectively developing and nurturing teams in a large retail environment. As part of the asset team, you will assist with driving performance and growth to strengthen the asset and ensure its long term success. You will assist in enhancing the overall profitability and performance of the scheme by assisting with the implementation of the commercialisation strategy aligned with the brand and driving other non rental revenue streams. Experience in managing operational budgets and P&L accounts is essential. The Centre Manager will represent Ocean Terminal as the public face of the development maintaining relationships with all key internal and external stakeholders. Experience in dealing with multiple stakeholders is required. Responsibilities Service charge budgeting and reporting as well as driving retailer sales and footfall Mall commercialisation opportunities Delivering the best standards of operational performance and customer care at the Centre. Working with the facilities team in driving operational efficiencies. Providing input onto the operational business plan in line with the Asset manager and Shareholders objectives Acting as an ambassador promoting the brand, creating and nurturing key stakeholder relationships with our employees, service partners, retailers, visitors, Council, port authority, media, managing agent, Asset Manager, Shareholder (and their advisors) Developing strong relationships with all tenants Leading by example Key Responsibilities Main Duties Financial Performance Provide input into the annual business plan for the centre, have a full understanding and appreciation of the business strategy and take responsibility for its implementation within the context of the onsite team Assist with service charge budgeting and non-recoverable expenditure capital expenditure budgeting. Managing and reviewing the annual service charge budgets for the main centre and car park (in excess of £2m per annum) Work with occupiers to maintain retail sales opportunities Work with the Asset Management and Commercial Teams in the development and execution of the marketing budget and strategy to drive retail sales and footfall Assist the Asset Management Team in the strategy for the management of void units to maximise income, minimise the non recoverable rates and other cost liabilities and enhance the mall environment In conjunction with the managing agent prepare the annual service charge budgets, manage expenditure throughout the service charge period and assist with the reconciliation at year end. Staff Training and Development The ongoing training and development of all Centre management staff Implement Training Needs Analysis for each team member on a six monthly basis Conduct staff appraisals in accordance with the Savills staff appraisal policy Attend all Management Meetings and any other meeting as requested by the Management Surveyor / Asset Manager or Shareholder Specific Management Responsibilities Provide effective leadership and empower employees to ensure the development and encouragement of all staff to meet both business and personal objectives Line management of the existing management site team, Conducting appraisals, setting personal targets and carrying out pay and bonus reviews Measure performance against key business plan targets and ensure individuals are accountable In conjunction with Savills' HR team, ensure disciplinary and grievance procedures are actioned appropriately Work closely with the Savills' management team on the production of the service charge budgets and booklets, the payment of invoices and control of expenditure as well as portfolio changes in operational policy and procedure In conjunction with the Savills' Operations team attend cross portfolio centre management meetings, share ideas and policies that can enhance the performance of the Outlet. Overview Build and promote the Ocean Terminal Brand through relationships with all key stakeholders. Ensure consistency of message and act as an ambassador for the Centre. Site Team Ensure they are a conduit for passing on relevant information to the Team such as changes to business strategy, wider local developments and changes in policy. Tenants Chair the brand meetings and service charge update meetings Maintain a good relationship with all store managers and that regular anchor store and unit store meetings are scheduled. Feedback anecdotal and actual trade information through the weekly & monthly trading reports to the managing agents and Shareholder Work with the managing agent and shareholder to oversee the monitoring of tenant compliance Marketing Visitors To consistently exceed customer expectations and deliver long term, sustainable customer satisfaction both internally and externally Act as the main PR spokesperson for Ocean Terminal as instructed by the Asset Manager Maintain a good relationship with the local press and promote positive PR stories about the centre. Media Oversee promotional media releases that are of a local nature All other media statements and releases will require Shareholder / Asset management approval prior to release Operations Work with the Management Team to ensure the highest standards of operational efficiency and customer care at all levels, including service to staff, retailers and visitors With the external Facilities Manager, oversee and review all operational policies and procedures as required Work with the management surveyor and Management Team to prepare and review the Planned Preventative Maintenance (PPM) programme for the Centre In conjunction with any appointed service partners, oversee providers of Security, Environmental Services, Customer Service and M&E services. Quality Assurance/ Customer Service Compliance Ensure adherence to all company policies, Health and Safety procedures and statutory compliance, taking responsibility for the Centre's Health and Safety Policy ensuring it is communicated to all staff effectively The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the Centre and the overall business objectives of the Asset Manager or Shareholder. Skills, Knowledge and Experience Minimum: Senior Management experience. Previous experience of managing a retail/leisure scheme Strong leadership and people management skills Excellent communicator at all levels Excellent financial management skills Previous PR and Marketing exposure Excellent presentation skills Self-motivated Budgetary Management Experience P & L Experience Strong operational H&S knowledge (preferably holding a qualification IOSH Managing Safely or equivalent). Desirable: Previous exposure of managing a large retail/leisure scheme. Good knowledge of ESG, Corporate Responsibility and environmental issues. Achievement of other professional qualifications / awards relevant to the role Working Hours: 40 hrs per week Please see our Benefits Booklet for more information.
Feb 12, 2025
Full time
Purpose of the Role As Centre Manager at Ocean Terminal, you will work closely with the Ambassador Group and Savills teams to lead the successful operation of the development to achieve ongoing growth through strategic direction, management leadership, stakeholder influence and engagement, innovation and accountability. As Centre Manager you will clearly communicate the vision for the Scheme, including the values, culture and behaviours. You will be a strong and motivational leader who has a proven track record in effectively developing and nurturing teams in a large retail environment. As part of the asset team, you will assist with driving performance and growth to strengthen the asset and ensure its long term success. You will assist in enhancing the overall profitability and performance of the scheme by assisting with the implementation of the commercialisation strategy aligned with the brand and driving other non rental revenue streams. Experience in managing operational budgets and P&L accounts is essential. The Centre Manager will represent Ocean Terminal as the public face of the development maintaining relationships with all key internal and external stakeholders. Experience in dealing with multiple stakeholders is required. Responsibilities Service charge budgeting and reporting as well as driving retailer sales and footfall Mall commercialisation opportunities Delivering the best standards of operational performance and customer care at the Centre. Working with the facilities team in driving operational efficiencies. Providing input onto the operational business plan in line with the Asset manager and Shareholders objectives Acting as an ambassador promoting the brand, creating and nurturing key stakeholder relationships with our employees, service partners, retailers, visitors, Council, port authority, media, managing agent, Asset Manager, Shareholder (and their advisors) Developing strong relationships with all tenants Leading by example Key Responsibilities Main Duties Financial Performance Provide input into the annual business plan for the centre, have a full understanding and appreciation of the business strategy and take responsibility for its implementation within the context of the onsite team Assist with service charge budgeting and non-recoverable expenditure capital expenditure budgeting. Managing and reviewing the annual service charge budgets for the main centre and car park (in excess of £2m per annum) Work with occupiers to maintain retail sales opportunities Work with the Asset Management and Commercial Teams in the development and execution of the marketing budget and strategy to drive retail sales and footfall Assist the Asset Management Team in the strategy for the management of void units to maximise income, minimise the non recoverable rates and other cost liabilities and enhance the mall environment In conjunction with the managing agent prepare the annual service charge budgets, manage expenditure throughout the service charge period and assist with the reconciliation at year end. Staff Training and Development The ongoing training and development of all Centre management staff Implement Training Needs Analysis for each team member on a six monthly basis Conduct staff appraisals in accordance with the Savills staff appraisal policy Attend all Management Meetings and any other meeting as requested by the Management Surveyor / Asset Manager or Shareholder Specific Management Responsibilities Provide effective leadership and empower employees to ensure the development and encouragement of all staff to meet both business and personal objectives Line management of the existing management site team, Conducting appraisals, setting personal targets and carrying out pay and bonus reviews Measure performance against key business plan targets and ensure individuals are accountable In conjunction with Savills' HR team, ensure disciplinary and grievance procedures are actioned appropriately Work closely with the Savills' management team on the production of the service charge budgets and booklets, the payment of invoices and control of expenditure as well as portfolio changes in operational policy and procedure In conjunction with the Savills' Operations team attend cross portfolio centre management meetings, share ideas and policies that can enhance the performance of the Outlet. Overview Build and promote the Ocean Terminal Brand through relationships with all key stakeholders. Ensure consistency of message and act as an ambassador for the Centre. Site Team Ensure they are a conduit for passing on relevant information to the Team such as changes to business strategy, wider local developments and changes in policy. Tenants Chair the brand meetings and service charge update meetings Maintain a good relationship with all store managers and that regular anchor store and unit store meetings are scheduled. Feedback anecdotal and actual trade information through the weekly & monthly trading reports to the managing agents and Shareholder Work with the managing agent and shareholder to oversee the monitoring of tenant compliance Marketing Visitors To consistently exceed customer expectations and deliver long term, sustainable customer satisfaction both internally and externally Act as the main PR spokesperson for Ocean Terminal as instructed by the Asset Manager Maintain a good relationship with the local press and promote positive PR stories about the centre. Media Oversee promotional media releases that are of a local nature All other media statements and releases will require Shareholder / Asset management approval prior to release Operations Work with the Management Team to ensure the highest standards of operational efficiency and customer care at all levels, including service to staff, retailers and visitors With the external Facilities Manager, oversee and review all operational policies and procedures as required Work with the management surveyor and Management Team to prepare and review the Planned Preventative Maintenance (PPM) programme for the Centre In conjunction with any appointed service partners, oversee providers of Security, Environmental Services, Customer Service and M&E services. Quality Assurance/ Customer Service Compliance Ensure adherence to all company policies, Health and Safety procedures and statutory compliance, taking responsibility for the Centre's Health and Safety Policy ensuring it is communicated to all staff effectively The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the Centre and the overall business objectives of the Asset Manager or Shareholder. Skills, Knowledge and Experience Minimum: Senior Management experience. Previous experience of managing a retail/leisure scheme Strong leadership and people management skills Excellent communicator at all levels Excellent financial management skills Previous PR and Marketing exposure Excellent presentation skills Self-motivated Budgetary Management Experience P & L Experience Strong operational H&S knowledge (preferably holding a qualification IOSH Managing Safely or equivalent). Desirable: Previous exposure of managing a large retail/leisure scheme. Good knowledge of ESG, Corporate Responsibility and environmental issues. Achievement of other professional qualifications / awards relevant to the role Working Hours: 40 hrs per week Please see our Benefits Booklet for more information.