Job Title
Operations Manager
Job Description Summary
Job Description
We are seeking an experienced and driven Operations Manager to join our team at Guildhall Shopping Centre in Exeter. This is an exciting opportunity for a facilities management professional who thrives in a client-focused environment and is passionate about leading teams, driving operational excellence and delivering exceptional service standards. Reporting to the Centre Manager, you will play a key role in ensuring the successful delivery of facilities management services, maintaining a safe and compliant shopping centre environment, and enhancing the experience of retailers, visitors and stakeholders.
Roles and Responsibilities
- Lead and support Facilities Managers and site-based teams, providing coaching, guidance and performance management to achieve operational excellence.
- Ensure the shopping centre remains fully compliant with all statutory and legal requirements, including health and safety regulations, audits, inspections and risk management processes.
- Manage contractor performance, ensuring service level agreements, KPIs and quality standards are consistently achieved across all service areas.
- Build strong relationships with occupiers, retailers and key stakeholders, acting as a senior point of escalation and ensuring excellent customer service delivery.
- Drive financial performance through budget management, service charge administration, cost control and the identification of commercial opportunities.
- Support the preparation of proposals and contribute to business development opportunities across the wider portfolio.
- Ensure effective management of CAFM systems, service desk activities and operational reporting processes.
- Oversee the resolution of complaints, incidents and operational challenges, ensuring timely communication and positive outcomes.
- Maintain business continuity and emergency response plans, ensuring the centre is prepared for major incidents and unforeseen events.
- Promote sustainability initiatives, continuous improvement and operational best practice throughout the shopping centre environment.
- Build and maintain productive relationships with contractors, service partners, local authorities and statutory bodies.
- Lead recruitment, succession planning and employee development activities to create a high-performing and engaged team.
Experience and Qualifications
- IOSH qualified as a minimum.
- Membership of a relevant professional body, such as IWFM desirable.
- AssocRICS qualification desirable.
- Proven experience within Operational or Facilities Management, including a minimum of two years in a management-level position.
- Strong knowledge of facilities management compliance, contractor management, service charge budgets and health and safety legislation.
- Experience managing operational services within a retail, mixed-use or commercial property environment.
- Excellent leadership, communication and stakeholder management skills.
- Proficiency with CAFM systems and Microsoft Office applications.
If you are an ambitious facilities management leader looking to make a meaningful impact within a vibrant retail destination, we would love to hear from you. Join Cushman & Wakefield at Guildhall Shopping Centre, Exeter, and become part of a global organisation that values integrity, collaboration, innovation and professional development while delivering exceptional experiences for clients, retailers and visitors alike.
Cushman & Wakefield is an equal opportunity / affirmative action employer. All qualified candidates will receive consideration for employment without regard to ethnicity, gender, gender identity or expression, sexual orientation, age, disability, religion, marital status, or any other legally protected characteristic. Cushman & Wakefield is committed to equity in employment, and our goal is to have a diverse, inclusive and barrier-free workplace. If you are a person with a disability and need any other accessible accommodations during the hiring process, you are invited to bring this to the Talent Acquisition Advisor’s attention once they have made contact.
INCO: “Cushman & Wakefield”
