Operations Director - Mixed Use

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Operations Director – Mixed Used

Role Purpose

To lead and motivate a team to successfully deliver business objectives. To demonstrate a level of profile with the client and other stakeholders, commensurate with the seniority of the role. To be accountable for all aspects of the business plan and budgeting process for the region/s of responsibility to ensure the achievement of profit targets and level of service required. Mixed-use development management requires a combination of skill sets to manage in a challenging environment that is the combination of residential living (owned, leased or rented), with either commercial offices, retail establishments including restaurants, or a blend of all of the above. This role requires the person to be strong in each of these areas and be understanding of the differences that occur in the type specific areas. Working cross region, the post holder will be adept at working in an environment where staff are both direct reporting and also reporting to other parts of the business.

Key Responsibilities

People

• Ensure cohesive management of a remote facilities management team, whilst creating and maintaining a high performance culture.
• Bring teams together on client and portfolio specific knowledge sessions, ensuring that the teams are abreast of strategies and performance requirements for these specific clients.
• Providing training and development opportunities for the team, specifically field coaching, to enable them to maximise their performance and be empowered to take ownership for decision making.
• Implement plans to ensure the development of the team, including succession planning training.
• Coach and mentor the team to ensure that they operate at the required level of competence in all matters facilities management.
• Conduct regular performance reviews with the team, to include setting and reviewing of objectives and development plans. Where relevant, ensure performance management process is implemented in a timely manner.
• Recruit and select employees to ensure that the team structure and capability meets the current and future needs of the business, and the achievement of budget and business plan targets.
• Ensure adherence to policies, processes and procedures across the region/s.
• Successfully manage the TUPE of employees in and out of the business in conjunction with HR (People) and surveying colleagues.
• Act as the key point of escalation for the people issues within the region/s, report and take steps to address any apparent trends.
• Develop and nurture a positive team working environment with Property Management and Asset Services colleagues. Advise and regularly update relevant Property Management and Asset Services colleagues with regards to general team performance, recruitment challenges and developing issues etc.
• Provide feedback to other Operations Directors on the performance of team members within their regions, who perform within these specific portfolios.

Commercial

• Develop successful working relationships with key stakeholders, providing support and guidance on the development of the region/work area.
• Ensure the team maintains high visibility with clients to enhance the region/s position through the creation of appropriate business development plans for each property.
• Ensure all budgets are set accurately, reviewed on an ongoing basis and delivered on target.
• Promptly negotiate and agree fee requests in line with the company policy.
• Explore opportunities to provide superior service to the clients e.g. consistent high level of tenant liaison visible.
• Create and implement a business plan for the region/s in line with the overall business strategy.
• Work with the Regional Head of Property Management to explore and generate new business opportunities/channels within the market place to ensure an increase in the commercial performance of the region/work area.
• Build and maintain a successful working partnership with Property Management and Asset Services colleagues in order to support the achievement of their commercial targets.
• Manage employee costs within the region/work area and ensure best allocation of resource versus cost.

Customer Service and Quality Control

• Actively assess where the changes to processes and procedures can be implemented to create an improvement in general management, ensuring a cohesive approach, nationally, at all times.
• Offer strong facilities management advice and guidance to clients that demonstrates a full understanding of the modern facilities management business.
• Successfully manage the operational transition of client/properties in and out of the business in conjunction with surveying colleagues, Central Support Team and Transition Management.
• Be able to deal with service partners, at a senior level, working with them to execute process, strategy and demonstrable delivery for the benefit of client, occupier and CBRE.
• Provide Technical support specialist input for Facilities Management centred operations.
• Act as liaison with talent management and training colleagues, providing mentoring, support, training and experience to colleagues in all aspects of the FM business.
• Act as a point of escalation for all operational issues within the region/s and report and take steps to address any apparent trends.
• Act as direct escalation point to the client for all Major Incident Management (MIM) matters (in and out of hours), ensuring follow up reporting, compliance and lessons learned documents are provided.
• Operate in a shared environment where skillsets and roles differ, ensuring a clarity is brought to the fore to allow colleagues to develop and flourish.

Compliance

• Ensure full compliance of all Health, Safety and Environment policies and adherence to corporate and legal responsibilities.
• Ensure appropriate contracts are in place, monitored and reviewed for all properties regarding services provided by third parties.
• Ensure the team is competent in the use of the electronic invoicing system (e.g. Yardi & P2P), Meridian (Health and Safety monitoring tool), Elogs (CAFM), Deepki (ESG), and consistently review outputs from all systems to verify that the team targets are being achieved, as well as providing formal and ad hoc training and support to the team.
• Full attendance at client H&S, ESG and Insurance review meetings, managing all key that arise from within CBRE and from clients.
• Take active steps to ensure all financial management processes are adhered to, e.g. service charge, electronic invoicing, variation order database compliance, CAFM, Review all compliance through dashboards and liaise with other stakeholders accordingly.
• An understanding of the legislative and budgetary needs for Heat Networks and Combined Heating & Power systems is desirable for the role, as these are integral to most large mixed-use developments.

Person Specification/Requirements

• Education to degree level, or with a vocational qualification or equivalent, is desirable.
• Previous senior facilities management experience with responsibility for multiple property types within complex estate environment, including Line Management responsibility for a sizeable number of Company employees with different roles and skillsets.
• Significant contractor management and that of multiple service agreements and service charge budgets is helpful in ensuring the complex nature of the estates is managed successfully.
• Excellent customer service, interpersonal, communication and people engagement skills.
• A strong understanding of the residential environment, housing act, and other residential specific legislation, from a facilities management perspective, is a requirement of the role.
• Procurement in the residential environment is an area of expertise that the role will be expected to excel, as well as an understanding for when the commercial and residential areas clash, for example with VAT.
• High degree of knowledge reference of Health and Safety legislation, and ESG requirements.
• Strong IT skills, with the ability to learn and develop those skills to suit the needs of the business, together with an understanding and experience of industry specific IT applications.
• Good analytical skills, planning and organisational skills.
• Proven track record of effectively managing a team within a facilities management sector in a senior role, for a large client/region. Multi-site experience is a must.
• Experience of delivering financial targets around service charges and other financial matters.
• Proven ability to understand and interpret the local market environment and formulate business development plans in terms of identifying new business opportunities.
• Customer Experience record, with the ability to implement CX and use of wellbeing space across the portfolio Attendance at key events across the portfolio to ensure the contractual delivery.
• Previous experience of working with a variety of stakeholders, on a large client or region, to deliver service excellence and meet all business objectives.
• Leadership qualities that will also develop talent.
• Commercial Awareness, with example of P&L or revenue management.
• Customer & Client Focused.
• A Decision Maker, who is calm under pressure.
• A strong team player who provides a motivational force for colleagues to aspire to.
• Results Focused, with an eye to detail.
• IOSH qualified as a minimum with demonstrable H&S credentials.
• A residential or retail qualification would be desired.
• Experience in residential/retail/hospitality at a senior level.
• Experience in the Property Management (FM/Estates) area to a senior level.
• Qualified to minimum level 4 IWFM (CIWM desirable).
• Travel, throughout the region and possibly nationally, would be required, with overnight stays to suit the proactive delivery of the portfolio.

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