Operations Manager
JLL
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Primary Purpose:
As the Operations Manager, you will assist with leading the centre management team to ensure best practise across all aspects of the operations and centre functions. You will directly manage a team of facilities management professional(s) to proactively manage the property in line with best practise and compliance. Driving performance across hard and soft services and continual improvement.
Responsible for:
For the operational management for the Croydon Estate and to improve the potential of the retail centre with a clear focus on ensuring asset performance, through the delivery of H&S, service partner management and budgetary control.
Key Objectives:
Provide leadership and mentorship to the operational team and service partners.
Ensure all H&S and Environmental statutory and the managing agent’s best practice procedures and systems are complied with.
Management of the contracted service teams, through their managers, in particular contracts associated with Soft Services, Hard Services and Vertical Transportation.
Responsible for operational budget lines and assist the General Manager in the collation of the annual service charge.
Manage and track progress and report on the Centres PMR document.
Ensure the delivery of the Centres Maintenance, Security, Cleaning, Health & Safety and Service Charge provision to the performance standards required and within the cost budgets permitted by the Client.
Assist in monitoring income/expenditure derived from the car park including cost control/justification and forecasting.
Ensure any documentation, centre plans, and technical drawings held locally are uploaded to JLL H&S platform and CAFM system
Key Responsibilities
Deputise for the General Manager in their absence.
Assume the role of Duty Manager when required.
Oversee and lead all operational and facilities management for the asset.
Ensure that all insurers’ requirements are always complied with.
Liaise with JLL’s wider IFM team.
Prepare and deliver operational reports as required.
Further develop and ensure compliance with the Centres emergency planning and business continuity plan, reviewing and updating as necessary to ensure optimum effectiveness.
Lead the team in scenario-based training to continuously improve Emergency Preparedness.
Assist in ensuring the Occupiers Handbook is updated and issued as required.
Liaise with all new tenants and oversee the provision of health and safety and operational induction during shop fit period and/or within the first week of their arrival.
Co-ordinate and direct Landlord’s major works.
Ensure compliance with the managing agent’s Working Practices Manual where applicable.
Oversee all accident and incident reporting, including insurance and statutory forms and procedures.
Motivate the contractors to achieve required standards.
Assist Managing Agent in any shop fit plan approvals.
Liaise with owner’s representatives when required.
Manage operations team, with direct line management.
Tenant liaison – foster good relationships and regular communication with tenants.
Any other duties reasonably requested by the General Manager.
Experience, Knowledge & Qualifications
Ideally a recognised and certificated H&S qualification with a minimum 3 years’ experience in a Shopping Centre/FM focused environment with responsibility for managing H&S.
Ideally SIA licensed DS/SG and Public Space Surveillance.
Proven experience in forging relationships with key community stakeholders. Police, Fire, Local Authority.
Good administrative and IT skills (Word, Excel, and PowerPoint).
Good numeracy skills with at least 3 years’ experience setting and managing budgets, meeting deadlines, and working within financial limits.
Strong customer relations skills, and ability to work and integrate in an already established team.
Experience of contract procurement.
Management of contractors (minimum 3 years) within a Shopping Centre environment.
Competencies and Attributes
Strong organisational skills – ability to multitask and prioritise workload.
Communication – ability to communicate to all levels of the business effectively.
Good written work – ability to report to management and the Client with clarity on operational issues, in a correct and precise manner
Ability to work on own initiative, to listen and willingness to learn.
Commercial awareness – ability to obtain best value for money and assist with identifying further income generation where possible.
Team player – maintain close working relationships with all other employees of the business to assist in the facilitation of projects.
Ability to demonstrate utmost discretion when dealing with all sensitive and confidential information.
Results and achievement orientated to high standards.
Excellent problem-solving skills with an ability to use initiative
Management Structure Managing Agents:
JLL is responsible to the Landlord for the general administration, operations, and management of the Estate. As such it is concerned with providing high-quality customer service and the maintenance/management of common areas, the services and facilities. Furthermore, it is key to ensure that tenants fulfil their covenants and obligations in line with their individual lease and the Shopping Estate Regulations. In addition, the Managing Agent is responsible for administering service charge accounts at the Estate and oversees and manages on site employees.
Teamwork:
The intention is that the General manager, Operations Manager, Management team and Clients / Owners will operate as a united team to operate the Estate as an effective trading proposition and a profitable business aimed at maximising Client investment income.
Customer Relations:
The Operations Manager will assist the General Manager in responding to all customer complaints in a timely and efficient manner and ensure that all situations are given the necessary degree of attention and immediacy to ensure positive rectification of the problem or incident.
Contractors and Suppliers:
The Operations Manager will ensure the appropriate management and control of all contract staff, and the delivery of service standards within JLL Procurement agreements.
The Operations Manager will not enter into any legal agreements with tenants, suppliers or any third party of any nature.
Tenants Relations:
The Operations Manager will work closely with the Management team to foster close and professional relations with all tenants (particularly the anchor tenants) customers and local stakeholders and provide assistance whenever necessary to resolve problems and answer queries and achieving at all times high levels of customer satisfaction. The Operations Manager will have oversite and contribute to the monitoring of tenant trading performance and demonstrate detailed knowledge of turnover figures across the asset. The Operations Manager will ensure that tenants comply with occupation obligations of leases and immediately report any breaches to the Property manager and agree actions to resolve.
Additionally, the role will support the business in establishing and playing a key role in the development of new initiatives and participation in the wider business and public community e.g., liaising with Local Residents Associations etc.
Marketing:
Work with the clients Marketing team to develop promotional activities with a view to gaining as much media coverage as possible, including opportunities to generate income. To play an active role in the development of media relations to drive footfall and promote a positive progressive business.
Procurement, Invoice coding and approval:
To be responsible for ensuring that all invoices within service charge are approved at the Estate and coded to the appropriate expense code.
Training Records: Financial Control:
Working with the General Manager, be responsible for the review and maintenance of all records of Estate staff training and development for all site staff.
Service Charge Budgets:
The Operations Manager will have constant regard for value for money with all expenditure and constantly strive to drive margins through effective cost control and efficiency whilst improving productivity and quality of services. To have an awareness of the financial impact of service costs on occupational tenants in light of the current economic climate and to constantly review.
Working with the wider Management team, contribute to and prepare the annual service charge budget for presentation to the Client in line with approved time frames. The service charge will break down all of the total expenditure into an item-by-item budget along with any Planned Preventive Maintenance (PPM) work. The draft budget will be submitted to the Property Manager and thereafter the Client / Owner for approval.
Communications:
The Operations Manager will work with the General Manage to lead the Estate team ensuring that all members are kept appropriately informed of current and future activities and projects taking place in the Estate.
The Operations Manager will also ensure that the managing agents and Client are informed of any issues that could have a material impact on the Estate, Managing Agents and the Clients.
Where required, to promote/represent the Estate (as appropriate) to external organisations including the local authority and other key stakeholders.
Health & Safety and Environmental:
In conjunction with other staff members to operate the Estate in compliance with all Health & Safety and Environmental legislation and regulations, adhering to procedures laid down and working towards stated targets.
To take responsible care for the health & safety of yourself and of other persons who might be affected by your acts or omissions at work.
To co-operate with JLL in so far as is necessary to enable JLL to comply fully and at all times with its legal duties regarding health, safety, environmental and welfare matters.
To familiarise yourself with JLL’s health, safety, welfare, fire and environmental arrangements
Additional Responsibilities:
To assist the clients letting and other professionals, representatives appointed or representing the Client or Managing Agents in the execution of their transactions and tasks. This may include amongst others providing plans, communicating data, co-ordinating the site visits, assessing shop fit-out / alterations proposals, entertaining prospective tenants, providing data including pedestrian footfall and undertaking any other reasonable tasks deemed necessary by the Property Manager or the Clients / Owners from time to time and as required in order to achieve the investment objectives of the Landlord.
To be a brand (Client, JLL and the Estate) ambassador within the wider community.
To provide strategic assistance into any proposed development or refurbishment of the Estate or parts thereof.
Location:
On-site –Croydon,GBRIf this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
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