Operations Services Manager

**This role is being advertised by Savills Management Resources (SMR) a wholly owned entity of Savills (UK) Limited but a separate employing entity which is not accredited by Real Living Wage Foundation.**

**Purpose of the Role**

St James Quarter (SJQ) is a world-renowned retail-led mixed-use destination comprising 850,000sf of prime retail, food and leisure space, a multi-screen cinema, a world class “W” hotel, 152 private apartments and a 4-star aparthotel.

The Operations Services Manager is a key management role monitoring and managing the seamless operations of St James Quarter (SJQ) with a dedicated focus on the three soft services of security,presentation and guests services whilst actively promotingthe world class Guest Experience. Overseeing the daily running of SJQ from a security, safety, cleanliness and waste management to ensure a seamless and stress-free end to end experience whilst working closely with all teams and ensuring that all activitiesare undertaken by putting the ESG strategy of SJQ in the heart of all decisions.

The Operations Services Manager will also endorse the responsibility of the duty management strategy at all times for SJQ with a dedicated focus towards the out of hours and week ends.

The position interfaces with all teams to ensure that SJQ operates with a guest-centric focus every day. The Operations Services Manager must be a leader and a role model.

The job holder will be front and centre for the duty management team and will be the main point of contact for the security service partner, the presentation service partner and with extension the waste removal partner whilst supporting the Operations andSustainability Director to develop the one team approach throughout. He/ she will be the guardian to ensure that all are fit for purpose and all staff are compliant with the standards and behaviours commensurate with the shopping, dining, entertaining andcatering experiences (including experiences of the car park, Hotels, leisure, F&B) at St James Quarter. Working within the framework of safety & security, and supporting initiatives to drive footfall, the Operations Services Manager will ensure the guest experienceremains a key element as the global flagship of the JV’s St James Quarter.The Soft Systems Manager will also work very closely with the Operations and Sustainability Director in the discharging of his duties.

**Key Responsibilities**
Provide direct support to the Operations and Sustainability Director and deputise in his absence.
Maintain overall control of the security operations, paying particular regards to incident response
Maintain overall control of the cleaning operations to ensure a consistent and high standard of cleaning throughout the scheme and back of house areas.
Maintain overall control of the waste management systems in place ensuring effective waste management and controls.
Maintain overall control and day to day management of the guests services team to ensure that we deliver a world class geust experience at all times
Set and manage operational procedures and processes and continuously review them to ensure best practice in line with St James Quarter and Savills policies & procedures.
To take ownership of service delivery to agreed standards and being fully accountable for the management of both the Cleaning and Security operations.
Ensuring all onsite documentation is maintained to the highest standard to include documentation related to all current relevant legislation including the compliance and audit regulations
Ensure that all H&S / insurance documents are updated and kept on site in respect of the retained contractors.
Active contribution and participation to the annual budgets for the soft services of security and presentation.
Ensure effective management of the operational cost to service charge delivering these in line with the Business Plan.
Responsible for Tender, monitor and review of the above soft services contracts in conjunction with Savills team in accordance with the operating budgets.
Liaise with the car park operator in accordance with their Operational duties and KPI’s including for common soft services where appropriate.
Liaise with the residential managing agent, concierge team on common soft services
Assist the Operations and Sustainability Director in monitoring and driving centre performance in line with the Business Plan.
Ensure compliance at all times with operational standards.
Ensureworld class levels of guest service and operational standards are maintained at all times.
Oversee incident management and initiate effective escalation and recording on datastation, managing contingency plans and their relationship to the wider community.
Provide effective leadership to ensure the development and encouragement of all operational staff to meet both business and personal objectives.
Ensure that all operational activities comply with relevant legislation e.g Health & Safety at Work Act, Data Protection Act etc,
Optimise use of available Staffing resource to ensure service, cleanliness, security and safety across the scheme.
Undertake performance management reviews and action any training or development required.
Input to recruitment to ensure management vacancies are filled with suitable staff.
Ensure new employees have a full induction and training (specifically statutory) requirements are constantly monitored.
Manage the management team’s rotas including lieu and leave to ensure effective management levels cover at all times.
Investigate and provide all documented support to accident/incident and insurance investigations