Centre Manager - The Heart Shopping Centre, Walton on Thames

Purpose of the Role

The Centre Manager will take lead responsibility for the operational and facilities management of the The Heart. Acting as the face of the management team, the role will ensure the smooth running of all estate services, compliance with Savills’ standards and client requirements, and the delivery of best-in-class service for retailers, residents, visitors, and stakeholders. The post holder will also play a key part in driving innovation across Savills’ mixed-use offer, working collaboratively with other mixed-use site leads, and contributing to the wider regeneration vision of The Heart.

Key Responsibilities Retail Manager

• To be the lead for the Estate as a whole including the Retail Shopping Centre / Retail Park, Car Park, Private Residential Blocks and Social Housing Block.
• Play a key part in driving the innovation of the Savills mixed use offer working in partnership with other key mixed use site leads.
• Establish and develop relationships with key Savills service line leads to drive innovation in the mixed use sector and actively develop an innovative approach to operational management.
• Take ownership and responsibility for delivering Estate facilities operations identified in the PMA (Property Management Agreement) and/or any other client agreed initiatives or projects.
• Take lead and drive the service delivery of all core service partner contracts, including M&E, Landscaping, Security and Cleaning, ensuring standards are in line with their KPI’s and SLA’s.
• With assistance from the Operations Manager to be responsible for the oversight and management of the commercial assets that form part of the wider The Heart instruction.
• Act as custodian and ensure that all aspects of the relevant Savills Manuals including Operations Manual, Health and Safety and Accounts Manuals are complied with.
• To be face of the Heart management team and to engage with all stakeholders, with a specific responsibility of engaging with retailers and ensuring their H&S and statutory compliance.
• Report to the lead Savills Surveyor and Client directly, ensuring he/she is kept informed on matters relating to standards of facilities management, highlighting areas for concern or improvement. Areas to be covered include sustainability/ client Global Minimum Requirements, community engagement and the wider Heart vision and urban regeneration.
• To work in accordance with established Savills procedures, ensuring SEM and Q-Compliance systems are compliant.
• To deliver the financial management of the Estate, with assistance from the wider team, through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly reporting, and service charge reconciliation.
• Ensure that the procurement of all supplies and services at the property is undertaken in accordance with the Savills procurement program to ensure the highest standards for the best price. This will include undertaking tenders, working with consultants, writing decision justification memorandums to the client and using the Proactis purchase ordering systems.
• Monitor contractor performance against agreed standards. Review Cleaning, Security, Landscaping, and M&E service contracts as appropriate.
• Ensure that Health & Safety, emergency procedures and safe working practices are established, maintained, Any other duties reasonably requested and conform to current legislation, ensuring Estate users, contractors and members of the public are provided with a safe environment throughout all areas of the Estate.
• To ensure all risks identified in the independent Risk Assessment are properly addressed and to review risks as part of Savills audit process.
• To ensure reactive maintenance and day-to-day service requirements are undertaken by the relevant service partner in a timely and cost-effective manner.
• Be familiar with IT systems, electronic security, heating, ventilating, mechanical and electrical equipment on the Estate and have a sound understanding of the purpose and general working of such equipment. Ensuring maintenance contracts are in place and suitable to cover O&M manual requirements.
• Assist and liaise with building surveyors/architects/consultants on major works.
• Lead and assist, where applicable, the tender and smooth mobilisation of service contracts.
• Identify and arrange minor planned works with all service partners and sub-contractors.
• Managing procurement schedules, ensuring procurement compliance for the client and Savills, and embedding sustainable procurement within our service partners and sub-contractors.
• Identify areas and assets to be included within the Estate’s Life Cycle Replacement Strategy.
• Prepare site regulations and issue/approve permits to work for contractor activities on site.
• Liaise with the Events and Marketing teams to ensure the safe organising, management and arranging of the Estate events programme
• Have input, develop, and maintain occupier handbooks and house rules and regulations.
• Establish a regular inspection programme for all areas of the Estate in accordance with site insurance and regulatory requirements. Encourage cultural alignment and partnership with the service partners to adhere to The Heart’s philosophy and core values.
• Establishing and developing good relations and partnerships with The Heart occupiers, various authorities and local agencies, notably Leaseholders of The Heart, Local authority, Police, Fire brigade, Public transport providers
• Oversee and manage site management team including regular reviews and appraisals.

Skills, Knowledge and Experience

Minimum IOSH or NEBOSH qualification with relevant experience – Or proven record the individual is working towards this qualification.

3-5 years experience in a similar role

Experience of the development and implementation of safety management systems.

Up to date knowledge of H&S legislation.

Relevant experience ideally gained in the Property industry.

Experience of developing strategies for improvement.

Ability to interpret legislation.

Computer literate.

Strong presentation skills and ability to promote the organisation with a wide range internal and external stakeholder.

Commitment and understanding of the need to deliver world class services.

Understanding and ability to work as a flexible team member, contributing to the delivery of business objectiv