Head of Operations

Help lead the transformation of Highcross Shopping Centre, one of the UK’s most prestigious shopping destinations – create a legacy in the heart of Leicester.

Why This Role?

Highcross is undergoing a major cultural and operational reset. Historically a flagship retail destination, it’s now poised for significant growth and reinvestment following a period of underinvestment. This role places you at the centre of that turnaround, giving you the platform to shape operational excellence, drive team performance, and create a lasting impact.

You’ll work closely with an ambitious Centre Director and leadership team, influencing everything from service delivery and statutory compliance to staff culture and stakeholder engagement. It’s a high-impact role that will require technical confidence, people leadership, and an ability to bring everyone on the journey: tenants, service partners, and internal teams alike.

Why Highcross?

Highcross is more than just another shopping centre. It’s a destination with history, scale, and potential and it’s on the cusp of a remarkable transformation. You’ll join at a key moment, with the freedom to make decisions, shape a culture, and be part of something genuinely career-defining. This is your chance to build your reputation, influence a top-tier asset, and win the hearts and minds of everyone on site.

What You’ll Be Doing:

• Leading all day-to-day operations, ensuring service excellence, compliance, and centre presentation
• Managing hard & soft service contracts, driving contractor performance and accountability
• Overseeing health & safety, fire safety, and statutory compliance, including PPMs and audits
• Providing hands-on leadership to the site team – coaching, developing, and addressing underperformance
• Delivering capital projects and improvement works aligned to the centre’s regeneration strategy
• Acting as a key on-site presence – engaging tenants, service partners, and visitors
• Collaborating with Savills leadership on strategy, change management, and asset improvement
• Driving ESG initiatives, sustainability, and operational best practice

What We’re Looking For:

• Senior ops/FM experience across large-scale retail, commercial or mixed-use assets
• Strong M&E, technical, and contractor management knowledge – commercially astute
• Expert in H&S, risk, and statutory compliance within public-facing environments
• Confident team leader – sets high standards, develops people, and drives performance
• Familiarity with FM/property management structures (client-side or managing agent)
• Excellent stakeholder management skills – professional, responsive, and influential
• Proactive, hands-on attitude with a results-driven approach
• Comfortable navigating change and playing a key role in operational and cultural transformation

If you\’re interested in a confidential conversation to understand if this role is right for you, please reach out to Alex: 07533492894 // alex.m@andersenjames.com