Operations Manager - Stonecutter, London

Purpose of the Role

The Operations Manager role is a client and customer facing position that provides critical support to the Property Management team in managing all functions and services within the Estate. This role involves daily operational management of the building(s), coordinating with service partners.

The role ensures the delivery of operational excellence with the support of trusted service providers, understanding the need to meet industry-leading targets, and assisting key stakeholders with their Net Zero, Sustainability, and ESG targets. The Operations Manager is also tasked with embedding ESG and wellness into every customer service aspect while striving to provide a best-in-class service.

Key Responsibilities

Management and Leadership

Develop and maintain a professional understanding and close working relationship with appropriate occupier representatives and encourage frequent and open communication and flow of information on relevant building issues.

Ensure that Health & Safety, emergency procedures and safe working practices are established, maintained and conform with current legislation, ensuring occupier and Savills staff are provided with a safe environment in which to conduct their core business activities.

Act as custodian and ensure that all aspects of the relevant Savills manuals including Operations Manual, Health & Safety and Accounts Manuals are complied with and accurately reflect recorded amendments.

Ensure all aspects of building staff training, development and general welfare requirements are identified and formally reviewed in accordance with the company training policy and appraisal process.

Pro-actively procure, following the company tender guidelines where required, building and contracted services, ensuring the requisite standards for the management and delivery of building services are upheld through regular structured monitoring and direct liaison with service providers.

Take ownership of the Savills vision and values ensuring that they are fully integrated in to all of the buildings services (5Es)

To ensure the General Manager is kept aware of new developments or significant issues in a timely manner and offer solutions as appropriate.

To take advice and direction as required

Best Practice

Seek best practice initiatives from across the Savills business, property industry and aligned business sectors of our service building:

Working with Savills central teams RISE teams to adopt our core principles of service delivery in a manner that aligns with the Property (5Es), within the day to day running of the building.

Look to implement continuous service improvements through the introduction of new initiatives, ideas and technology.

Champion the company policy within the area of Corporate Social Responsibility including community initiatives to ensure an integrated way of working by driving this ethos through the onsite teams.

Work closely with the operator of the Sky Garden to ensure client, statutory and occupier requirements are met without undue impact on the whole building.

Brand Enhancement

Work with the team to consistently exceed customer expectations and deliver long term, sustainable customer satisfaction both internally and externally.

Understand and react to customer feedback and data from social media platforms.

To develop and oversee an Enlivenment programme, ensuring an appropriate and relevant mix of events to engage with customers and stakeholders.

Occupiers

Lead on day to day good relationships with all occupiers through operational support and acting as a key contact for the FM teams at site level.

Encourage occupier engagement and understand their business performance.

Maintain positive relations and encourage feedback with all key occupiers and assist in occupier initiatives, updating on progress at Occupier Meetings.

ESG

Working with the Property Team deliver ESG goals on behalf of the client and Savills

Work with the occupiers to understand their ESG aspirations to encourage aligned goals and behaviours.

Communication

Maintain good communication and cohesive relationships with all stakeholders, including the onsite client team.

Ensure everyone under your management understands the business objectives and the part they play by championing any necessary changes and acting as a role model at all times.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation.

Skills, Knowledge and Experience

Candidates will be required to demonstrate the following:

Essential

Communication and relationship management skills

Credibility as a line manager and ability to lead and develop a team.

Excellent inter-personal skills with a proven track record in managing change, extensive experience in managing budgets (including an sound awareness of the RICS Service Charge Code and Regulations), good strategic vision and a strong commitment to customer service are vital.

A good understanding of property management and prior experience of the management of multi let commercial property.

Experience in the supervision of contracts and contractors.

A comprehensive knowledge and understanding of legislative health & safety requirements.

Good time management skills able to respond to client/contract deadlines.

Discretion and sensitivity in dealing with confidential matters.

Ability to develop Risk Assessments /Method Statements.

Experience of direct liaison with Police, Fire and Government Enforcement office.

Working Hours - 40 hours per week

Salary - £50 - £60k

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Please see our Benefits Booklet for more information.