Operations Manager

2 weeks ago

Luton Bedfordshire, United Kingdom CBRE Full time

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Operations Manager - The Mall, Luton

Job ID

143702

Posted

18-Mar-2024

Service line

Advisory Segment

Role type

Full-time

Areas of Interest

Facilities Management, Property Management

Location(s)

Luton - England - United Kingdom of Great Britain and Northern Ireland

Operations Manager - Luton

Key Responsibilities

  • To work with the Centre Team and Head of Operations, to support and coordinate the management and maintenance of technical assets, systems and building fabric of the centre.
  • Oversee the management of the Hard Services contract, undertaking monthly contractor review meetings and measuring performance through agreed KPI's. Establish and manage improvement plans as and when required
  • Work with the CBRE team to deliver the customer service training programme and to reinforce positive customer service attitudes
  • Ensure all site activities are compliant with managing agent, owner, insurance and legislative requirements
  • To manage the Centre's shop fitting process from project management instruction to retail delivery
  • Act as the point of liaison for Retail Delivery and associated activities
  • Directly manage the Centre's vertical transport
  • Ensure that all KPI's in the Property Management Agreement (PMA) are met for hard services and report to the management team as required.
  • Responsibility for optimisation of plant and ensuring all inspections under the PMA are carried out and documentation is maintained to comply with all provisions within the PMA. Work with Client appointed contractors to review and implement optimisation opportunities throughout the scheme.
  • To ensure that health and safety and insurance inspections are carried out including tenant and void unit inspections, all vertical transportation inspections, all statutory inspections, and all other inspections required under the PMA.
  • Management of contracted service teams to ensure all PMA KPI's are met in relation to service delivery measurements, customer experience, training and reporting.
  • Maintenance of utility and technical data on Client systems including Meridian, Deepki & E-log books and any other systems that are introduced by CBRE or the Client.
  • To understand and maintain Client reporting requirements and to supply all relevant data for GRESB, ROSPA and other client reporting portals as required in the PMA.
  • Responsibility for setting, delivering, producing variance reports, reconciling, and producing forecasts for the operational elements of the service charge.
  • Ensure the delivery of the Centre's Maintenance, Health & Safety, Retail Delivery and Service Charge provision to the performance standards required and within the cost budgets permitted by the Client.
  • Ensure appointed PPM consultants are prioritising major works appropriately, and works are coordinated to minimise impact on guest and occupiers experience.
  • Monitor expenditure to ensure 'value for money' is achieved, and inform the Planned Preventative Maintenance budget
  • To support the head of operations in the running of the soft services and waste contracts
  • To build strong relationships with all Retailers and stakeholders
  • Play a key role in championing the safety and health led business culture
  • Keep abreast of latest regulations, technology and innovation to enhance the efficiency of the estate and guest experience
  • To undertake the role of Duty Manager as and when required
  • To carry out other duties in accordance with the needs of the business

Person Specification/Requirements

  • Preferred experience within a Shopping Centre environment, working with centre teams and external stakeholders
  • Proven experience of managing hard services contractors.
  • Experience of managing a CAFM system
  • Ideally a recognised and certificated H&S qualification with a minimum 1 years' experience in an H&S focused environment with responsibility for taking ownership of H&S. IOSH or NEBOSH Preferable or willingness to obtain.
  • Good administrative, IT skills (Word, Excel and PowerPoint), communication and presentation skills
  • Good numeracy skills with at least 2 years experience setting and managing budgets, meeting deadlines and working within financial limits.
  • Strong customer relations skills, and ability to work and integrate in a dynamic and innovative management team.
  • Experience of contract procurement and management of contractors.
  • Flexible approach to working and an interest in innovative working practices
  • Strong organisational skills - ability to multi task and prioritise workload.
  • Ability to work on own initiative, to listen and willingness to learn.
  • 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
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