Purpose of the Role
The Operations Manager is to ensure the overall smooth running of the estate whilst maintaining a safe and pleasant environment for all customers through the implementation and promotion of best practice throughout all operational soft services tasks and the monitoring of Health & Safety systems.
Key Responsibilities
- Oversee soft services provisions for all buildings and estate areas working with estate service partners to deliver best in class service.
- Always ensure operational soft services standards compliance by monitoring service partner performance against agreed KPIs and SLAs.
- Ensure that Operations Reporting is accurate, up to date at all times and contributed to monthly and quarterly management reporting.
- Issue purchase orders for all soft services contracts including vertical and horizontal cleaning, security services, reception services and landscaping.
- Receipt all routine invoices and approve within agreed limits.
- Issue purchase orders for all additional or reactive works required outside of service scope.
- Monitor and ensure all soft servicing help desk requirements are met within agreed SLA and KPIs.
- Liaise with estate commercial or residential managers and engineering managers to ensure operational and Health & Safety compliance within all estate communal and public areas.
- Attend all management meetings and other meetings requested by management team.
- Assist in the procurement of all soft services at the property in accordance with the Savills procurement program.
- Drive soft services contract enhancements, innovations and ESG contributions.
Safety & Security
- Ensure that the day‑to‑day running of the estate is carried out effectively and efficiently, that the personnel working for the estate are discharging their duties and aiding where necessary.
- Ensure that all soft services estate personnel complete duties to the highest standard and are well presented.
- Keep estate service areas in a clean, tidy and secure condition and control vehicular traffic on estate roads.
- Ensure all accidents and near misses are recorded and serious incidents that occur.
- Control first aid kit supplies ensuring that there are sufficient staff on site to administer first aid, as and when needed.
- Ensure that fire and health & safety regulations are adhered to in all communal parts of the estate by inspection, checking the signs, advising on defects, improvements required, etc.
- Monitor and maintain Health & Safety records in accordance with the frequency required by the site Health and Safety systems.
- Walk the public areas on a regular basis throughout the day checking on cleanliness, maintenance, landscaping etc.
- Maintain overall control of the security operations including incident response and customer care.
- Liaise with occupiers and public services in all matters of security affecting the estate, occupiers, public safety and security.
- Ensure that all insurance risk control requirements and recommendations are undertaken.
- Ensure that daily checks are undertaken of the common areas within the estate and that all necessary remedial work is undertaken within a reasonable time period.
- Where remedial works are required immediately, the area in question must be made safe for all visitors, occupiers, etc.
- Ensure that all health and safety and insurance details are updated and kept on site in respect of the retained service partners.
- Ensure that Health and Safety & Environmental policy is always complied with by service partners.
- Control and monitor all keys to the estate.
- Attend all serious incidents within the estate.
Operations
- Always maintain all estate communal and public areas to the highest standard.
- Minimise liability risk exposure of the landlord.
- Ensure that all soft services‑controlled plant and machinery are fully maintained.
- Ensure the agreed specification for each service partner is adhered to and obtain corresponding method statements and risk assessments.
- Ensure all KPI and SLA scoring for soft services partners are up to date and completed in a timely manner.
- Support estate retailer operations as required.
- Ensure all service partners are contributing to the ESG requirements and initiatives as set by the Savills Green Charter and landlord strategies.
Enquiries
- Effectively respond to and deal with enquiries by telephone, email, personal visits from occupiers, contractors, the public, management team and landlord.
- Politely and effectively communicate with all stakeholders ensuring all responses are made within 2 working days.
Public Relations
- Establish and develop good relations and partnerships with various authorities and local agencies.
- Ensure the estate director is informed when any incident occurring on site could be reported within the media.
Events and Enlivenment
- Assist the Head of Events by working collaboratively with service partners to meet events and film operational requirements.
- Ensure that all events are carried out with due care and attention to the health, safety and welfare of customers and occupiers.
People Skills
- Ability to motivate, delegate, teach and empower others.
- Working with all soft service partners towards achievement of their training goals.
- Identifying and implementing estate training and development programs and pursuing suitable training solutions.
- Ensure that service partner estate employees are smart and always well presented.
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your role within the organisation.
Skills, Knowledge and Experience
Essential
- Experience in the provision of soft services to a busy environment visited by members of the public.
- Experience in Management of security, cleaning, reception and concierge and landscaping staff.
- Experience in setting up and administration of detailed record keeping systems.
- Knowledge and/ or experience managing services to an agreed budget.
- Able to work on own initiative and meet tight deadlines.
- Excellent communication skills.
- Willingness to adopt a flexible approach to working patterns responding to the changing needs of a busy estate environment.
- NEBOSH Health & Safety qualifications.
Desirable
- Operational experience within the retail or property management sector at supervisory / managerial level.
- Ability to use full range of Microsoft applications inc. Word, Excel, PowerPoint, Outlook.
- First Aid qualifications.
- Liaison works with emergency services and/or local council.
Working hours: Monday – Friday 08:30 – 17:30
Please see our Benefits Booklet for more information.
#J-18808-Ljbffr