Head of Property and Retail Operations

2 weeks ago

London, United Kingdom Savills Management Resources Full time

**About Us**

King’s Cross is one of the largest and most successful redevelopments in London. Over the past 20 years, what was an underused industrial site has been transformed and rejuvenated with new streets, squares and parks, homes, shops, offices, galleries, bars, restaurants, schools, and even a university.

It’s a vibrant new neighbourhood, with great transport connections, the canal-side setting, the heritage, an exciting cultural scene, a thriving business community, and a strong sense of local community. Our customers are the thousands of visitors, residents, office occupiers and retailers. Work in partnership with Argent whose home is Kings Cross. All of these things come together to make Kings Cross a really special place:

- 67 acres
- 50 new buildings
- 1,900 new homes
- 20 new streets
- 10 new public parks and squares
- 26 acres of open space

We are looking for an exceptional person to join our team as Head of Property & Retail Operations.

**Purpose of the Role**

This is a customer facing role and the customer will always remain as the focus. A key aspect of this role is to ensure that excellent quality, consistent service delivery and value is provided across the commercial and retail portfolio.

The role will also be responsible for encouraging and driving innovation, bringing fresh ideas and thinking to the role and actively seeking ways to drive operational standards, embracing new technology and having a problem solving mindset in all matters.

The Head of Property & Retail Operations will report to the Operations Director and work collegiately with the wider KCES team, our Service Partners and the Client.

**Key Responsibilities**

**Operations**
- Focusing on exceptional operational standards, Safety and Customer Experience across the property and retail teams to ensure that the King’s Cross Estate is an exemplar of best practice and exceeds customer and client expectations.
- Ensure compliance with the Property Management Agreement, KPIs, SLA's, RICS Professional Statement and statutory obligations for Kings Cross.
- Identify, recommend, and champion new innovations and areas for improvement across your areas of responsibility.
- Develop excellent relationships with representatives of the client and advisers, reporting to the Operations Director on all aspects of the management of the estate through regular formal written reports and at site meetings in addition to ad-hoc communication as required.
- To oversee the procurement and management of all service contracts that may be required for the commercial and retail properties in accordance with Savills procurement, KCES best practice, policies and procedures.
- Have overall responsibility for the production of service specifications, contracts and associated documentation properly represent the service requirement of the Estate and are presented and executed in accordance with Savills guidelines.
- Ensure compliance is delivered, recorded on key platforms and reported on across commercial properties and the retail areas.

**M&E**
- Work closely with the Head of Technical Services to drive excellent standards in asset management, PPMs and M+E maintenance across the portfolio, encouraging and embedding collaborative working across disciplines.
- Ensure the Senior Engineering and Senior Property/ Retail managers are driving savills engineering team and the Kings Cross M+E service partner to deliver a consistent approach across the portfolio in line with our customer and client needs.
- Working with the HOTS, ensure that lifecycle and future planning/ replacement of plant equipment is continually reviewed throughput the year by the team. Drive smart building upgrade/ Net zero cardon projects and have a good understand of initiatives and innovations outside of Kings Cross, to drive progress.
- Have a comprehensive level of understanding of work permits, occupier fit outs, landlord works, building plant equipment, maintenance, and compliance, abiding with the Kings Cross house rules and regulations and be a point of guidance and escalation for the team.
- Drive development and education within the team and, with the support of the Senior Property Manager/s, implement appropriate training for the property and retail operational team.

**Health & Safety and Compliance**
- Work in collaboration with the Operations Director and the wider team (inc. Safety Plus Team) and Sustainability manager to drive a positive health and safety culture, to ensure policies and procedures are aligned to the Kings Cross vision, are adhered to and reported accordingly.
- Ensure appropriate policies, procedures and resource are in place to ensure operational risk is minimised and that contingency and emergency plans and procedures are abided by and refreshed on a regular basis to ensure they are fit for purpose and that the team are aware of their responsibilities within them.
- Advise the client and Operations Director immediately of any potential thre

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