Purpose of the Role

The Head of Property Operations will be responsible for the effective execution and delivery of property operations across the Here East campus, encompassing both buildings, retail tenants, estate management, and event operations. This role ensures the safety, security, and overall well-being of all campus users while maintaining high operational standards.

The postholder will be instrumental in fostering an innovative, efficient, and commercially competitive environment that supports tenant success and enhances the long-term investment value of the asset for the landlord. A key responsibility includes leading the annual financial and utility planning cycles, covering budget development, ongoing management, and reconciliation in close collaboration with fellow Heads of Service and the Estate Director.

Reporting directly to the Estate Director, the Head of Property Operations will work in close partnership with internal service leads, the broader Here East Management Team, external service partners, and the Client to ensure aligned and high-quality delivery across all operational functions.

Key Responsibilities

Finance

• Work closely with the Heads of service and co-ordinate the production of the annual building service charge budget and management accounts, ensuring the input of internal resources and ensuring strict adherence to the RICS code.

• Lead on Service Charge packs design, content and delivery which includes budget setting and coordination between third party contractors.

• Ensure quarterly reviews of service charge spend is carried out by the team, capturing manual movements sent to accounts team and housekeeping of orders is actioned. Ensure missing invoices are raised with suppliers by the team and orders closed when no longer required.

• Ensure the service charge reconciliation process is completed within 3 months of the service charge year end and all reports are provided to the client’s team detailing actual spend against budget, highlighting any key variances and confirming any necessary recoding has been completed.

Utilities

• With assistance from the property operations team, lead on co-ordinating the production and distribution of the quarterly utility bills.

• Ensure any queries relating to utility bills are answered in a timely and professional manner.

• Ensure the building has suitable utility contracts in place and recharges are completed in a timely manner.

Team Management

• Manage the property operations team and ensure the necessary training, coaching, general welfare, support and management is given to individuals under their management.

• Mentor property operations team members on their appraisals and advise them on how to improve their performance where required.

• Lead, manage and motivate the onsite team to deliver the highest level of customer experience, in line with the Savills RISE Charter.

Operational Management, Compliance and Health and Safety

• Under direction from the Estate Director, provide comprehensive, tenant/visitor-focused facilities management services that ensure the needs, safety well-being and expectations of the tenants and visitors are paramount.

• Ensure at all times that the team, including service partners, have the resources, support and advice needed to deliver a consistently excellent service that meets our customers’ needs and supports a one team approach.

• Ensure compliance with the Property Management Agreement, KPIs, SLA's, RICS Professional Statement and statutory obligations for Here East.

• Develop excellent relationships with representatives of the client and advisers, reporting to the Estate Director on all aspects of the management of the estate through regular formal written reports and at site meetings in addition to ad-hoc communication as required.

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

• Ensure tenant communications are regular whether through meetings, systems or tenant surveys to ensure open communication and to seek resolution of concerns as and when they occur.

• Responsible for the cleaning, waste and landscaping contract management to ensure the delivery of outstanding standards, performance and added value.

• To drive contract efficiencies by developing process improvement opportunities in line with the vision of Here East

• Provide efficient, effective, and economical building and estate-related total facilities management service to all areas of responsibility, which include sustainability initiatives, in line with Here East ESG goals and including the Net Zero Plan.

• Oversee communications with tenants in relation to utilities, seeking insight and support from the engineering team if required.

• Oversee all aspects of event delivery ensuring high quality events and value for money.

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

• Act as the Responsible Person in the event of an emergency. Take all reasonable measures to ensure that tenants remain aware of their obligations in respect of the building incident procedures and risk assessments and that the legitimacy of the document is not in any way compromised.

• Act as custodian and ensure that all aspects of the relevant Savills H&S reporting via the online portals such as Data Station, SEMs etc are up to date and compliant and that the property operations team are trained and aware of their requirements to by compliant.

• Pro-actively procure, following the Savills 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.

• Develop and drive a fabric maintenance plan to ensure the building fabric and appearance of the internal managed areas are in upkeep of overall business strategy and long-term costing initiatives.

• Align all day-to-day duties and long-term strategies with the overall vision and values, ensuring that it is fully integrated in to Here East property operations services.

• Support the Estate Director with ad hoc projects as required and deputise as necessary.

All internal and external team members of Here East are ambassadors and advocates of the brand; therefore, consistency and a professional manner are required at all times.

This Job Description 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

Personal Attributes

This role requires a candidate that has impact and influence and is responsive, committed, focused, accountable, proactive, and engaging. Working as part of the Here East Team, a result orientated individual is crucial to the day to day running of the buildings and campus. Therefore, our team must be inspiring, enthusiastic, and confident and optimise the values, Care, Courage and Collaboration.

Behavioural Competencies

- Business Alignment

- Professional Integrity and Brand awareness

- Unrivalled Service Excellence

- Effective Communication

- Commercial Responsibility

- Results Orientated

- Impact & Influence

- Team Working

- Developing Self & Others

- Collaborator

Knowledge/Skills/Experience – Essential

- Commercial Property Management experience

- Customer Relations experience

- Line Management

- Strong Administration skills

- Health & Safety

- Sound Budget Management including Service Charge

- Specification and contract Management

- IT Skills

Knowledge/Skills/Experience - Desirable

- Project management

- Previous experience in compliance and/or lease management

- Fabric/long term costing

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Please see our Benefits Booklet for more information.