Operations Director

**Operations Director - Key Client and Retail**

**Job ID**
- 195770

**Posted**
- 31-Dec-2024

**Service line**
- Advisory Segment

**Role type**
- Full-time

**Areas of Interest**

Facilities Management

**Location(s)**

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

**Operations Director - Key Client and Retail**

**Role Purpose**

To lead and motivate a team to successfully deliver business objectives. To demonstrate a level of profile with the client and other stakeholders, commensurate with the seniority of the role To be accountable for all aspects of the business plan and budgeting process for the region/s of responsibility to ensure the achievement of profit targets and level of service required.

The role is an operations driven role that requires the individual to have direct contact, on a daily basis and to work closely with, clients to deliver the operational, logístical and strategic goals for the specific portfolios and properties, are met. **Working cross region, the post holder will be adept at working in an environment where staff are both direct reporting and also reporting to other parts of the business**.

The Key Client portfolio is a large portfolio offering office, industrial and retail properties (shopping parks and shopping centres), across the UK. The role requires the individual to immerse themselves in the DNA of the portfolio and to become a trusted partner for the client.

The retail aspect of the role is to work with the largest shopping centres we manage, working closely with the Centre Directors to implement and drive best retail practise in this specific area The role will include direct client support and the individual will be involved in all aspects of strategic delivery, with Shopping Centre Directors.

**Key Responsibilities**

People
- Ensure cohesive management of a remote facilities management teams, whilst creating and maintaining a high performance culture
- ** Bring teams together on client and portfolio specific knowledge sessions, ensuring that the teams are abreast of strategies and performance requirements for these specific clients**:

- Providing training and development opportunities for the team, specifically field coaching, to enable them to maximise their performance and be empowered to take ownership for decision making
- Implement plans to ensure the development of the team, including succession planning training
- Coach and mentor the team to ensure that they operate at the required level of competence in all matters facilities management
- Conduct regular performance reviews with the direct team, to include setting and reviewing of objectives and development plans Where relevant, ensure performance management process is implemented in a timely manner
- ** Provide feedback to other Operations Directors’ on the performance of team members within their regions, who perform within these specific portfolios**:

- Recruit and select employees to ensure that the team structure and capability meets the current and future needs of the business, and the achievement of budget and business plan targets
- Ensure adherence to policies, processes and procedures across the region/s
- Successfully manage the TUPE of employees in and out of the business in conjunction with HR (People) and surveying colleagues
- Act as the key point of escalation for the people issues within the region/s, report and take steps to address any apparent trends
- Develop and nurture a positive team working environment with Property Management and Asset Services colleagues Advise and regularly update relevant Property Management and Asset Services colleagues with regards to general team performance, recruitment challenges and developing issues etc

**Commercial**
- Develop successful working relationships with key stakeholders, providing support and guidance on the development of the region/work area
- Ensure the team maintains high visibility with clients to enhance the region/s position through the creation of appropriate business development plans for each property
- Ensure all budgets are set accurately, reviewed on an ongoing basis and delivered on target
- Promptly negotiate and agree fee requests in line with the company policy and the Property Management Agreement/s
- Ensure that fee income is monitored accurately, updated with the finance team, and debt levels reduced, taking proactive steps to explain shortfalls and working with finance and other colleagues to mitigate risk to the business
- Explore opportunities to provide superior service to the clients eg consistent high level of tenant liaison visible
- Create and implement a business plan for the region/s in line with the overall business strategy
- Work with the Regional Head of Property Management to explore and generate new business opportunities/channels within the market place to ensure an increase in the commercial performance of the region/work area
- Build and maintain a successful working