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- Tasks: Lead daily operations, ensuring excellence and compliance while managing service contracts.
- Company: Join Highcross Shopping Centre, a historic destination in Leicester, poised for transformation.
- Benefits: Enjoy the freedom to make impactful decisions and shape a vibrant culture.
- Why this job: Be part of a significant turnaround, influencing a top-tier asset and building your reputation.
- Qualifications: Senior ops/FM experience in large-scale retail or commercial assets is essential.
- Other info: Contact Alex for a confidential chat about this exciting opportunity.
The predicted salary is between 54000 - 84000 £ per year.
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.
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.
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
Contact Detail:
Andersen James Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Operations
✨Tip Number 1
Familiarise yourself with Highcross Shopping Centre's history and recent developments. Understanding the centre's past challenges and future goals will help you articulate how your experience aligns with their vision during discussions.
✨Tip Number 2
Network with professionals in the retail and facilities management sectors. Engaging with industry contacts can provide insights into the operational challenges faced by similar centres, which you can leverage to demonstrate your problem-solving skills.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led teams through change. Highlighting your leadership style and ability to drive performance will resonate well with the expectations for this role.
✨Tip Number 4
Stay updated on current trends in sustainability and ESG initiatives within the retail sector. Being knowledgeable about these topics will show your commitment to operational excellence and align with Highcross's focus on these areas.
We think you need these skills to ace Head of Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in operations and facilities management, particularly in large-scale retail or mixed-use environments. Use specific examples that demonstrate your leadership skills and ability to drive performance.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role at Highcross and outline how your background aligns with their vision for transformation. Mention your experience in managing service contracts and compliance, as well as your approach to team leadership.
Showcase Your Achievements: When detailing your past roles, focus on quantifiable achievements. For instance, discuss how you improved operational efficiency or enhanced stakeholder engagement in previous positions. This will help illustrate your impact and suitability for the role.
Prepare for Potential Questions: Anticipate questions related to change management, team development, and operational excellence. Prepare thoughtful responses that reflect your experience and how you can contribute to Highcross's goals during the interview process.
How to prepare for a job interview at Andersen James Group
✨Showcase Your Leadership Skills
As a Head of Operations, you'll need to demonstrate your ability to lead and inspire teams. Prepare examples of how you've successfully managed teams in the past, focusing on your coaching and development strategies.
✨Understand the Business Landscape
Familiarise yourself with Highcross Shopping Centre's history and its current transformation plans. Being able to discuss the centre's potential and how you can contribute to its growth will show your genuine interest in the role.
✨Highlight Your Technical Knowledge
Given the emphasis on compliance and operational excellence, be ready to discuss your experience with health and safety regulations, contractor management, and service delivery. Specific examples will help illustrate your expertise.
✨Engage with Stakeholders
Prepare to talk about your experience in stakeholder management. Discuss how you've effectively engaged with various parties, such as tenants and service partners, to drive performance and foster collaboration.
