Operations Manager

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

What this job involves:

• Assist with the day-to-day operational management of services within The Stage.
• The OM will work closely with and seek direction from the General Manager (GM) but may seek guidance and direction from the Central London FM Client Lead and Property Management team.
• The OM should consider the occupiers to be “clients” as well as the owner-investor and is expected to understand the business objectives of the investment.
• The OM will be able to work with minimal supervision and capable of dealing with a high level of confidentiality.
• You will be self-motivated, have a positive attitude, the ability to think laterally and act on initiative.
• You will work well under pressure in a fast-paced environment and be a great team player with a concern for excellent quality of service.

What your day-to-day would look like:

• Assistant Facilities Manager (AFM) line management.
• Mechanical and Electrical Project Management.
• Security manned guarding.
• Front-of-House reception.
• Access/Security Control.
• Help desk management.
• Internal & external cleaning services, including window cleaning.
• Waste management including recycling initiatives and preparation of regular reports.
• Health, Safety & Environmental management.
• Internal & external landscape management.
• Building fabric maintenance & management.
• Health & wellbeing event management.
• Ensuring the highest standards of management and maintenance for the estate are delivered with specific regard to expenditure and budgetary considerations for key service lines.
• In conjunction with the GM, ensure that the procurement of all supplies and services at the property is undertaken in accordance with the JLL procurement program to ensure the highest standards for the best price.
• Monitor contractor performance against agreed standards.
• Review service specifications as appropriate (minimum of an annual review when budget setting).
• In conjunction with the GM establish and maintain high quality Health & Safety and Environmental management practices for the property.
• Maintain and keep up-dated Health & Safety policies for the property, which also includes liaising with external consultancies for risk assessments and risk strategy reviews.
• Responsible for the up-keep and management of the HSE risk management system.
• Ensure all risks identified in the independent risk assessment are properly addressed and regularly review risks as part of JLL best practice and site compliance inspections.
• Liaise closely with the GM and monitor the requirements and expectations of estate occupiers, to better understand their needs, improve the standard of service delivery and facilitate good occupier relations.
• Understand the principal terms of occupiers’ leases as they affect the facilities management of the property and the Client’s obligations to provide services including clarity on the extent of the common areas.
• Monitor and manage helpdesk personnel to ensure guests and clients always receive prompt and warm attention.
• Develop and maintain close working relationships with the Central London FM Client Lead and Asset Management teams and other JLL staff.
• Including AFM line management responsibility to coach and develop them to achieve their career objectives.
• Undertake regular inspections of the estate to monitor servicing, maintenance and compliance standards; report to the General Manager on all relevant matters and action as appropriate.
• Liaison with contractors, service providers, consultants and specialists; Obtaining of quotations for works required at the property.
• Manage the life cycle and planned maintenance of fabric and services of the property (PMP).
• Follow up on all maintenance services/requests and repairs pertaining to the estate and ensure coordination with concerned departments to action them without delay whilst ensuring safety, security and health measures are always in place.
• With the approval of the GM identify, organise and manage minor building works to the estate as may be required; assist in project management of major schemes as required to minimise disruption to occupiers.
• Ensure adequate arrangements are formalised and provide for emergency and out-of-hours cover in line with JLL policy; to be “on-call” as necessary to respond to emergencies.
• Report to the GM in accordance with agreed procedures; to keep a daily diary of events and provide a comprehensive weekly report in an agreed format with the GM.
• Liaise with the Central London FM Client Lead and Asset Management teams to achieve uniformity of approach.
• Prepare site regulations and issue permits to work for all contractor activities on site.
• Maintain, test and implement major incident plans.
• Organise and co-ordinate emergency evacuation drills (fire, bomb etc).
• Assist in the financial management of the property through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly variance reporting and service charge reconciliation to agreed accounting practices.

Key Skills & Qualification Essential:

• Facilities management experience in the estate management of multi-let properties for Investors or for Corporate Occupiers or within hotels.
• Strong mechanical & electrical biases and demonstrable understanding of the workings of building systems.
• Must excel in good contractor management to ensure a high standard of service delivery.
• Some experience in managing service charge budgets, setting budgets and reconciling accounts.
• Excellent IT skills and working knowledge of Microsoft Office.
• Strong verbal and numerical skills and be comfortable with report writing.
• Customer-service driven with excellent communication skills.
• Excellent interpersonal and influencing skills who interacts effectively with colleagues and clients.
• Ability to work independently with minimal supervision when necessary.
• Ability to work under pressure, manage time and assist the team in meeting deadlines.
• Practical leadership.
• Problem solving (analyses problems & seeks solutions from a variety of sources).

Desirable:

• At least three years’ experience in the management of investor properties at OM level.
• BIFM or RICS qualifications (or equivalent) and membership of BIFM.
• Qualifications in Building Services.
• NEBOSH General Certificate and/or IOSH Managing Safely.

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!