Purpose of the Role

The Operations Manager will be primarily responsible for identifying and delivering commercially and operationally realistic, best practice, technical and operational solutions to site specific issues. The role will involve the design, delivery and implementation of site specific improvement strategies in recognition of change management.

Key Responsibilities

General

• Assume the role of Duty Manager when rostered.
• Issue purchase orders for expenditure as required.
• Liaise with tenants to ensure compliance with Tenants Handbook in particular with regards to shop fascia lighting, shop front cleanliness, refuse management, key holders.
• Check tenants’ units on a regular basis having regard for state of repair.
• Supervise service contracts and maintaining up-to-date records of all work carried out by outside contractors.
• Work across sections, departments, sites & with external personal to deliver policies,
  projects & change management initiatives, ensuring compliance with company & legislative requirements.
• Create and maintain effective working relationships with staff, tenants, service providers and contractors.
• Establish, implement, document and maintain site specific operating procedures and systems which are tailored to the clients’ needs.
• Maintain accurate records of technical installations and maintenance activities at all times.
• Provide technical support to staff, tenants, service providers and contractors.
• Lead technical services meetings and provide technical input into the planning and acceptance of new projects and refurbishments.
• To ensure that the Building Report is accurate up to date at all times.
• Ensure compliance at all times with operational standards.
• Attend all management meetings and other meetings as requested by line management or head office.
• Ensure that all insurer’s requirements are complied with.
• Ensure daily inspections completed to ensure best quality, safety health and environmental standards are maintained
• Prepare and deliver in a timely manner operational and management reports as required.
• Lead on the development of and compliance with the Centre’s emergency plan, reviewing and updating as necessary to ensure optimum effectiveness.
• Assist in ensuring the Tenants & Occupiers Handbook(s) are updated and issued as required.
• Liaise with all new tenants and oversee the provision of health and safety and operational induction as required
• Assist Managing Agent in any shop fit plan approvals.
• Liaise with owner’s representatives when required.
• Any other duties reasonably requested by the Centre Manager.

Safety & Security

• Ensure that the day-to-day running of the centre is carried out effectively and efficiently, that the personnel working for the centre are discharging their duties and provide assistance where necessary.
• Ensure that all personnel complete duties to the highest standard and are well presented.
• Keep service areas in a clean, tidy and secure condition and control vehicular traffic in these areas.
• Ensure all accidents and near misses are recorded and serious incidents that occur.
• Attend all serious incidents within the centre.
• Ensure that fire and health and safety regulations are adhered to in all parts of the Centre by inspection, regular safety checks, advising on defects, improvements required, etc.
• Monitor and maintain Health and Safety Records in accordance with the frequency required by the site Health and Safety manual.
• Walk the public areas on a regular basis throughout the day checking on cleanliness, maintenance, landscaping etc.
• Ensure compliance with all statutory requirements and codes of practice, health and safety requirements.
• Maintain overall control of the security operations, paying particular regards to incident response and customer care.
• Liaise with tenants and the Police in all matters of security affecting the centre, tenants, public safety and security.
• Ensure that all insurance risk control requirements and, where appropriate, recommendations, are undertaken.
• Ensure that daily checks are undertaken of the common areas within the centre and that all necessary remedial works are undertaken within a reasonable time period. Where remedial works are required immediately, the area in question must be cordoned off and made safe for all visitors, tenants, etc.
• Ensure that all health and safety and insurance details are updated and kept on site in respect of the retained contractors.
• Ensure that Health and Safety policy is complied with at all times.

Operations

• Maintaining the centre to the highest standard at all times.
• Minimising the liability risk exposure of the owner.
• Ensuring that all plant and machinery are fully maintained and that all health and safety details of the contractors are available on site.
• Ensuring that the agreed specification for each contractor, is adhered to and obtain appropriate method statements.
• Considering and reporting all items of repair, improvement and replacement to the managing agents.

Enquiries

• Deal with enquiries by telephone, personal visits from tenants, contractors, the public, or whoever may have reason to make contact.

Public Relations

• Establishing and developing good relations and partnerships with various authorities and local agencies, notably:-
• Local authority
• Police
• Fire brigade

Promotions

• Ensure that all promotional activities are carried out with due care and attention to the health safety and welfare of staff customers and occupiers.

Staff

• As a senior member of the Management team, manage and liaise with all management, technical and administration staff on strategic and operational/service delivery issues.
• Ensure the services of specialist contractors are effectively specified, correctly procured and value for money continually assured.
• Manage and motivate staff to meet personal and collective goals and performance expectations.

Quality Assurance

• Devising a training program for all on-site staff.
• Adhering to all quality assurance requirements.

Compliance:

• Ensure all the service provider staff are aware of quality, safety, health and environmental procedures and are compliant with appropriate regulations.
• Oversee all aspects of Health & Safety in accordance with the managing agent’s management systems and procedures ensuring the safety of all shoppers, employees, contractors and tenants.
• Ensure the centre complies with the managing agent’s policy on energy procurement and environmental management.
• Ensure that utility costs are managed effectively without compromising the quality of service provided to the centre’s shoppers or retailers.
• Ensure that all data input required to carry out the Environmental and Energy Certification process on behalf of the client is provided.
• Supervise the activities of tenants’ and landlord’s contractors to ensure compliance with Health & Safety and centre rules and regulations.
• Continually review the work performance of service providers to ensure standards are met, escalating any failures to provide required standards of performance.
• Oversee best practice maintenance strategy for mechanical and electrical building services by service provider(s)
• Oversee the management of the centre’s CCTV equipment and operations to ensure compliance with statutory regulations.
• Ensure that all waste removal complies with statutory regulations.
• To take care for the health and safety of you, the public, tenants, contractors and other team members who might be affected by your acts or omissions at work.

Performance:

• Regularly meet and engage with tenants as part of your centre walkaround(s).
• Regularly meet with service partners and manage the KPI improvement and feedback process
• Assist with the Managing Agent, all internal performance measures and coordinate effective resources to meet and improve upon targets set.

Skills, Knowledge and Experience

Essential

• Must have high ranking management experience (minimum of 5 years)
• Ideally a recognised and certificated H&S qualification, but must have a minimum 3 year’s experience in a H&S focused environment with responsibility for managing H&S.
• Excellent administrative and IT skills (Microsoft Office).

• Self-motivated, able to work on own initiative.
• Excellent communications skills, both orally and in writing.

• Excellent numeracy skills with at least 2 years’ experience setting and managing budgets, meeting deadlines and working within financial limits.
• Experience working on, or with building project works.
• Strong customer relations skills, and ability to work and integrate in an already established team.
• Experience of procurement and management of service providers and contractors (minimum 3 years.)
• Ability to use full range of Microsoft applications inc. Word, Excel, PowerPoint, Outlook.
• First Aid qualifications.
• Full UK Driving License
• A comprehensive knowledge and understanding of legislative health & safety requirements.
• Excellent time management skills with ability to respond to client/contract deadlines.

Desirable

• Operational experience within the retail sector at supervisory / managerial level.
• Experience with working at a property that has had a development.
• Good understanding of property management.
• First Aid qualifications.
• Experience with liaison with Police, Fire and Government Enforcement office(s).

Working Hours - 37.5 hours per week. 09:00 to 17:30 Monday to Friday. Weekend working required as per rota (one in every three). 

Salary - £50,000.00 per annum

Please see our Benefits Booklet for more information.