Front of House Operations Lead (Associate Director) - London

Purpose of the Role

This role provides operational leadership for Workforce+ FOH services, both within business space and residential settings. The role oversees the commercial and residential portfolio management team and the mobile Cover Team. The primary objective is to drive operational and commercial success of Front of House, mentoring and developing the team to provide a best‑in‑class robust service offering. The FOH Operations Lead supports business development, ensures contract retention through operational excellence, builds relationships, and opens new channels for business growth.

Key Responsibilities

• STRATEGIC
• Create a customer‑centric operational strategy for the FOH service in collaboration with the FOH Lead.
• Drive best practice across a diverse range of sites, advising and supporting the teams on delivery and ensuring compliance with Health & Safety and ESG.
• Lead efforts to optimise communication between the PM Division and the wider Savills business.
• Promote a cohesive one‑team approach to solving problems and focus on delivering great customer service.
• Ensure the FOH Team embodies Savills culture and values and strengthen the internal reputation of the FOH service.
• Prioritise key areas that impact customer satisfaction from mobilisation to support services using journey mapping to identify crucial touchpoints.
• Create and oversee an effective feedback system involving multiple stakeholders to drive ongoing service innovation.
• Develop a strong understanding of how we add constant value to our instructions and ensure this is evidenced to our clients and the FOH department.
• OPERATIONAL MANAGEMENT
• Proactively manage all aspects of the portfolio, ensuring operational and commercial success.
• Develop and implement operational tools and processes which are scalable and increase efficiency.
• Develop and implement a balanced scorecard for the team.
• Develop, implement, and innovate a system of SOPs for management, service delivery and processes, ensuring transparency, accountability and scalability.
• Drive the departmental KPIs toward continuous improvement.
• Deliver timely reports and insightful management information from the portfolio.
• Lead the design of a centralised annual calendar for occupier engagement, integrate well‑being initiatives and ESG awareness activities, and update the calendar regularly.
• Ensure compliance with all H&S regulations.
• TEAM LEADERSHIP
• Lead the Portfolio Operations and Cover Management team.
• Recruit, onboard, manage performance, provide training, succession planning and mentoring, in partnership with Savills HR and training.
• Build and nurture relationships with internal and external clients through regular touch points.
• Create and manage operational budgets, maintain profitability while upholding service quality.
• Support and lead tender processes and create tailored proposals.
• Build strategic alliances with internal stakeholders for bespoke solutions.
• Provide guidance and mentoring to drive operational excellence.
• Identify and develop high‑potential team members for future leadership roles.
• Foster a learning environment that empowers team members.
• Ensure open and effective communication among team members, onsite and central.
• Strengthen KPI measures to ensure transparent service delivery and support centralised reporting.
• Meet and support the creation and management of operational budgets.
• Attend regular meetings to discuss operational performance and provide reporting.
• Collaborate with Safety+ Team to implement compliance audits and develop risk mitigation plans.
• Cultivate supplier relationships and oversee supplier partnerships to ensure governance compliance.
• Ensure all sites have current assignment instructions, operating procedures, risk assessments, and that FOH handbook is updated.
• Implement a detailed annual training calendar covering H&S, customer service, toolbox talks, and leadership topics.
• Adhere to Savills code of conduct and policies to maintain a professional environment.
• Participate in Savills, Workforce+, and industry awards with the FOH team.
• Stay up to date on market trends, innovations, technology, and bring insights to the team.

Essential Skills, Knowledge and Experience

• Proven track record in leading Front of House or similar customer‑facing teams focused on operational excellence and development.
• Experience managing budgets to achieve operational goals and maintain revenue and profit targets.
• Ability to identify business development opportunities.
• Demonstrated ability to build and maintain strong relationships with internal and external stakeholders.
• Exceptional written and verbal communication skills, including leading meetings, workshops and presentations.
• Proven experience in cross‑functional collaboration and driving collective decision‑making.
• Strong understanding of customer service trends, compliance standards and technology platforms relevant to FOH.
• Ability to adapt to rapidly changing business conditions and client requirements.
• Strong organisational and project management skills with the ability to oversee multiple initiatives simultaneously.
• 5‑star hospitality background and passion for the highest service standards.

Desirable Skills

• Familiarity with time‑attendance software, visitor management systems, CRM systems, and willingness to learn Savills specific systems.

Working Hours

Mon – Fri. Business hours (37.5 hours) as required, mostly 9am – 5:30pm. Some evening or weekend work may be required to ensure operational oversight in the 24/7 residential portfolio.