South Molton General Manager in London

We are looking for a dynamic and experienced leader who will oversee mobilisation of the west end’s largest mixed-use development. Bringing best practices from across the Grosvenor business and the broader property industry, the General Manager will work closely with the Management Surveyor, Asset Managers, and Offices Director to champion Grosvenor's People, Planet, Positive+ and overall success of the business plan. Setting and creating the right culture both in terms of service delivery and team management/engagement, the GM will demand a sharp vision for creating a destination with strong focus on customer satisfaction, combined with a strong operational and procedural background. Experience with complex properties/estates and service charges, as well as dealing with multiple stakeholders, will be necessary. Overall, the GM will be instrumental in driving excellence in forward thinking property management, both individually and within their team. Ensuring safety, security, and satisfaction for all stakeholders while continuously seeking opportunities to improve and enhance the development as a successful and vibrant destination.

Key Responsibilities

• Management and Leadership
  • Create and drive a strong multi-functional team providing depth and resilience to the operation of the property, driving strong operational KPI’s and Customer satisfaction.
  • Operationalise the business district strategies and offices property management plan set by the asset managers and offices director to be cascaded to all team members.
  • Lead with intention across both soft & hard services with direct influence and ownership of facilities management, engineering and building performance, security, cleaning, and guest experience teams.
  • Ensure all team members receive exemplary levels of support, development, and performance feedback.
  • Monitor metrics providing an objective view of performance, identify shortcomings and address forthwith.
• Best Practice
  • Working with the facilities management team and wider service partners to adopt our core principles of service delivery.
  • Implement continuous service improvements through the introduction of building performance and technology.
  • Champion People, Planet, Positive+ including Community Initiatives to ensure an integrated way of working by driving this ethos through the onsite teams.
  • Understand business linkages by having a broad and deep understanding of the office/retail/leisure/residential industry.
  • Find opportunities to continuously improve South Molton as a destination and successful asset.
• Financial
  • Set, Monitor & Control service charge and non-recoverable items. Reporting director into the Management Surveyor & Asset Managers for overall financial performance through from Development Set Up Budget through to Operations.
  • Management of financials within agreed KPI’s.
  • Initiative-taking forecasting alongside development and asset teams against defect rectification periods and our Major Works teams for 10 Year Life Cycle planning.
  • Manage on site resource within agreed financial parameters.
• Brand Enhancement
  • Help build and promote South Molton brand identity, which is unique, vibrant, and aspirational.
  • Collaborate with the team to consistently exceed customer expectations and deliver long term, sustainable customer satisfaction both internally and externally.
  • Work with Grosvenor to maximise positive exposure in both PR and all forms of media.
• Sustainable Practice
  • Operational oversight and ownership of South Molton’s WELL accreditation.
  • Oversight of Engineering and Building Performance team to ensure operational management of NABERS.
• Health & Safety
  • Ownership of the assets overall risk performance.
  • Empowering the Facilities Managers to proactively report and manage the developments statutory compliance through contractual management of service partners and technical FMI support.

Key Requirements

• Excellent record in mobilising premium assets and in depth understanding of commercial contract mobilisation, defect management and overseeing multiple fit outs.
• Excellent numerical and analytical skills with in depth knowledge of service charge budgets and providing financial forecasts and reporting. Ability to quickly manipulate and make sense of large datasets.
• Elevated level of diligence but ability to step back and observe the bigger picture.
• Skilful manager of stakeholder relationship, willing to apply challenge where appropriate.
• Enthusiastic about sustainability and has a strong understanding of NABERS and WELL in line with operational requirements.
• Skills in presenting and representing brand identity at the core of customer service.

Please note that this is an on-site role for four days a week with flexible working one day per week.

Grosvenor is proud to be a Disability Confident Committed employer. If you would like to speak with us for more detail, please contact grosvenor.recruitment@grosvenor.com.

We want you to have every opportunity to show us your strengths. There are adjustments available for our process, please contact us on grosvenor.recruitment@grosvenor.com to discuss.

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