Operations Manager
Site – Winnersh Triangle
Reporting to: Park Manager
Role Summary / Purpose and Scope
The purpose of this role is the leadership of the operations for all service teams within Winnersh Triangle and to deliver a world class service to both occupiers and clients. To effectively maintain all property management and facilities management functions within the site.
The Operations manager will need to have a strong focus on both client and occupier facing engagement alongside working as part of the onsite team to ensure the efficient and accurate management of the park.
The role will involve management and control of contracts (in conjunction with central FM support) and review of operations to ensure both best practice and a commercial approach are taken
A key focus on the parks ESG pathway and Net zero is essential to ensure site reaches its targets, input in projects and reactive works on site to ensure efficiencies, cost saving and carbon goals are achieved. This will involve working closely with the Tech FM team and Sustainability team.
Skills (People & Technical)
- In partnership with the Building Consultancy Team where appropriate, support the completion of planned works, commission Long Term Asset Replacement Plans, permit to work systems, monitor PPMs to ensure buildings are managed proactively, responsibly and that the service charge budgets and property plans are fully aligned ensuring compliance with CDM Intermediate Regulations and appropriate communication with client and occupiers.
- Working with the Client Leads to understand and work towards the client’s objectives and develop strategies for each building, meeting service delivery expectations as well as assist in any pitches for expanded or new work
- Develop a close working relationship with all contractors, ensuring a high-quality service is delivered – including meeting regularly (at least weekly) with key contractors to progress works and resolve issues. Experience in utilising support from internal technical experts to help deliver the above.
- Ensure emergency preparedness and site security plans are in place and scenario testing and appropriately support any emergency response requirements including out of hours.
- Deal with the smooth onboarding and offboarding or handovers of any new or outgoing instructions to relevant external parties including the management of any TUPE Processes with the People Team
- Engage with occupiers including implementation of Customer Experience frameworks for the buildings to improve occupier satisfaction and retention, occupier forums and meetings and placemaking and initiatives
- Prepare service charge budgets, including explanatory guides and analyse and monitor year end and monthly service charge expenditure, including monitoring outgoing costs and budgetary control in accordance with RICS guidance and investigate, Intermediate report or address any outstanding positions and backlogs
- Manage all allocated sites including regularly inspecting and recording your properties, appropriately monitor, report on, support and feedback to site teams and sample auditing your teams for condition, standards, and occupier compliance with covenants
- Oversee management of service providers and monitor performance against contracted SLAs and KPIs.
- In partnership with the Sustainability Team, develop and implement sustainability action plans, monitor resource consumption, improve recycling and reduced carbon emissions and waste
- Assist the Park Manager in drafting and setting the service charge budget in conjunction with the Client and team. Manage expenditure in line with the agreed service charge and react to overspend as required
- Implement data collation services, technology and equipment to support each site including environmental management plans, invoice management and approval, risk management systems and utility metre readings
- Authorise and Review supplier payments including preparation and submission of funding requests to client
- Provide Facilities Management leadership regarding all properties under management including supporting asset management strategies, funding positions and client objectives in accordance with the PMA and other guidelines.
- Assist and complete various client and management reports as well as presenting said reports including Monthly, Quarterly and Management or Ad Hoc adhering to any legislative requirements including sustainability and health and safety
- Monitoring statutory and internal compliance, including meeting the companies policies and procedures, RICS and ISO standards and any statutory timelines and escalation requirements
Values & Behaviour
- Self-management, including showing initiative, being proactive and meeting deadlines.
- Embracing change including technology
- Engaging with the big picture.
- Great service delivery, including working in partnership with internal and external individuals and good written and verbal communication.
- Achieving results and prioritising work including attention to delivery to all stakeholders.
- Innovative solutions and problem-solving.
- Developing self and others, with willingness to learn.
- Interpersonal and relationship skills capable of communicating at various levels including meetings with occupiers, client, supplier and wider stakeholders.
Level of Experience / Certifications:
- 4 years experience of working in a similar role
- IOSH essential / NEBOSH desirable
Working Hours: 9am – 5.30pm Monday – Friday
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