Senior Operations Manager - Parkgate Shopping

Purpose of the Role

The Senior Operations Manager is responsible for ensuring the effective operation, maintenance, and compliance of the retail park. This includes overseeing contracted service providers, managing health and safety, sustainability initiatives, and ensuring occupiers have an optimal environment to trade successfully. The Senior Operations Manager will lead all operational functions on-site, including facilities management, security, cleaning, and maintenance, while working closely with the Surveying team to uphold the highest standards in service delivery.

Key Responsibilities

Operational Management

• Ensure the smooth day-to-day operation of Parkgate Retail Park.
• Maintain the highest standards of presentation, security, and cleanliness across the scheme.
• Oversee the performance of all contracted soft service providers, ensuring they meet agreed service level agreements (SLAs) and key performance indicators (KPIs).
• Manage and monitor planned and reactive maintenance, ensuring all plant, equipment, and infrastructure are well maintained.
• Ensure that all occupiers receive exceptional operational support, enabling them to trade effectively.
• Ensure full compliance with all statutory requirements, health and safety regulations, fire safety protocols, and environmental policies.
• Act as the lead liaison for insurance and risk management, including public liability matters and accident investigations.
• Oversee waste management and recycling initiatives to meet sustainability targets and drive environmental best practices.
• Work closely with Savills\’ central teams, including sustainability, risk, and technical services, to ensure adherence to company policies and best practices.

Leadership & Team Management

• Lead and develop the onsite administration team, ensuring effective support for all operational requirements.
• Set objectives and conduct performance reviews for direct reports.
• Build strong relationships with key stakeholders, including occupiers, landlords, contractors, and local authorities.
• Foster a positive working environment, encouraging collaboration and high-performance standards among all service providers.
• Drive a culture of continuous improvement, ensuring innovation in operational efficiencies.

Health & Safety & Compliance

• Act as the responsible person for health and safety on-site, ensuring full legal compliance across all operations.
• Conduct regular risk assessments, audits, and fire safety drills, ensuring all safety procedures are implemented and up to date.
• Manage all contractor permit-to-work systems and compliance with method statements and risk assessments.
• Ensure all occupiers comply with health and safety guidelines and statutory requirements.
• Work closely with emergency services and enforcement agencies to maintain a safe and secure retail environment.
• Maintain a robust claims defensibility strategy, including slip testing, accident reporting, and proactive risk mitigation.

Budget & Financial Management

• Manage and monitor the service charge budget, ensuring cost efficiencies without compromising service quality.
• Ensure financial oversight of contractor performance and procurement, working within agreed budgets.
• Work closely with the Property Manager to forecast operational costs and capital expenditure requirements.
• Monitor energy consumption and drive cost-saving initiatives, including sustainability and net-zero targets.

Occupier & Stakeholder Engagement

• Develop strong relationships with all occupiers, ensuring their operational needs are met.
• Be the first point of contact for occupier operational queries, resolving issues promptly and efficiently.
• Lead occupier engagement meetings, providing updates on operations, compliance, and site improvements.
• Support the marketing and events team, ensuring all operational logistics for promotional activities and activations are managed effectively.
• Establish and maintain relationships with the local council, emergency services, and community organisations to enhance the park’s profile and security.

Sustainability & Environmental Initiatives

• Develop and implement sustainability initiatives, including waste reduction, water efficiency, and energy conservation.
• Work towards achieving BREEAM, ESG, or other environmental accreditations, aligning with Savills’ sustainability strategy.
• Monitor and report on carbon reduction efforts and environmental performance metrics.

Crisis Management & Business Continuity

• Develop and maintain crisis management plans, ensuring preparedness for incidents such as fires, floods, power failures, and security breaches.
• Lead on emergency response coordination, ensuring all staff and contractors are trained in evacuation procedures.
• Liaise with emergency services and landlords in the event of a major incident, ensuring a coordinated response.

Staff Training & Development

• Ensure all onsite personnel receive appropriate training, including first aid, fire marshal duties, and customer service excellence.
• Implement a training needs analysis for direct reports and contracted teams to enhance skill sets and compliance knowledge.
• Conduct regular appraisals, one-to-one meetings, and performance reviews.

Quality Assurance & Customer Service

• Oversee the customer service experience, ensuring a positive environment for visitors.
• Regularly audit service quality and contractor performance, ensuring adherence to agreed standards.
• Establish and maintain an open feedback loop with occupiers and visitors, implementing improvements based on their input.

Limits of Authority

The Senior Operations Manager shall not, without prior approval:

• Authorise capital expenditure outside of the agreed budget.
• Amend or terminate any contractual agreement without consultation with property or asset management.
• Engage in legal proceedings on behalf of the landlord or Savills.

Confidentiality

All operational matters related to Parkgate Retail Park, its occupiers, and business strategies must remain confidential. Disclosure of sensitive information is strictly prohibited without authorisation.

Skills, Knowledge and Experience

Essential

• Proven experience in operational leadership within a retail, leisure, or commercial property environment.
• Strong knowledge of facilities management, health and safety compliance, and risk management.
• Experience in managing security, cleaning, maintenance, and soft service contracts.
• Ability to manage budgets, financial reporting, and cost control.
• Excellent problem-solving, decision-making, and negotiation skills.
• Ability to work autonomously and effectively prioritise workload.
• Strong interpersonal and stakeholder management skills, including working with occupiers, landlords, and service providers.
• Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint) and property management systems.
• Sound knowledge of current Health & Safety, fire safety, and environmental legislation.

Desirable

• IWFM (Institute of Workplace and Facilities Management) or NEBOSH qualification.
• Experience in energy efficiency and sustainability strategies.
• First Aid and Fire Marshal trained.
• Experience of liaising with local authorities, emergency services, and external agencies.

Working Hours: 37.5hrs

Salary: £60-£65,000

Please see our Benefits Booklet for more information.

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