operations manager London, England
Job description
JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
TEAM STRUCTURE
Reporting to the CM/DCD, the Operations Manager will be responsible for the management of the contracted appointed service teams through their respective managers.
Working alongside CM/DCD and all key staff in matters relating to appointed service delivery in respect of all associated activities.
OBJECTIVE OF ROLE
Lead, Develop and Inspire, service providers / contractors / stakeholder engagement, aligned to the asset strategy
Take ownership and responsibility for the delivery of financial management, contract costs analysis and performance delivery of SLA’s and material KPI’s within allocated contracts, budgets, and projects
Responsible for the Heath and Safety, compliance management and maintaining governance in line with the UK legislation and regulation guidelines, to a level of understanding that supports the operation of the asset and wider retail portfolio
Ensuring all Health and Safety and Environmental statutory elements are complied with, delivering managing agent and client best practice procedures
Ensure all ESG (Environmental Social Governance) strategies are delivered within time frames and within budget constraints aligned with JLL and client program of development
Work closely and develop key relationships with colleagues, clients, and stakeholders to optimize all deliverables across multiple site-based disciplines
Ensure the delivery of the appointed services to the highest performance standards required and within the cost budgets permitted by the Client. Ensuring these contracts form part of a Centre of Excellence
KEY RESPONSIBILITIES AND DELIVERABLES
General
Oversee all Facilities and appointed service contractor management
Maintain accurate training records for service delivery site-based staff and ensure all third-party statutory licensing and qualifications are up to date and are relevant to activities
Ensure that all insurer’s requirements are complied with
Ensure that all appointed service SLAs are met and that KPI scores are recorded at scheduled monthly meetings
Liaise with CM/DCD and the managing agent’s procurement teams reporting back on service provider performance
Prepare and deliver operational reports as required
Manage all work permits in line with managing agent and client requirements
Ensure all fire safety strategy is maintained at all times
Assist the CM/DCD in the development of and compliance with the Assets emergency planning and business resumption plan, reviewing and updating as necessary to ensure optimum effectiveness
Assist in ensuring the Tenants’ Handbook and Design Guide is updated and issued as required
Assist the managing agent, architect, and Local Authority in any shop fit plan approvals
Review all shop fit proposals, ensuring comments on build are recorded and actioned as part of the center’s shop fit requirements
Liaise with all new tenants and oversee the provision of Health and Safety and operational induction during shop fit periods and/or within the first week of their arrival
Ensure compliance with the managing agent’s Working Practices Manual where applicable
Oversee all accident and incident reporting, including insurance and statutory forms and procedures and issue corroborating evidence to insurers to for potential claim defense
Ensure energy consumption is monitored and actively seek methods to reduce consumption
Ensure that utility costs are managed effectively without compromising the quality of service provided to the center’s shoppers or retailers
Ensure that all data input required to carry out the Energy Certification process on behalf of the client is provided
Ensure all Assets waste is monitored and actively seek to reduce output and ensure maximum recycling rates are achieved
Enter any award scheme highlighting service delivery achievements thereby maintaining Centre of Excellence
Liaise with owners’ representatives when required
Any other duties reasonably requested by the CM/DCD
Form part of the duty management Rota
Compliance
Ensure all the contractors’ staff are aware of H&S procedures and are compliant with appropriate regulations
Assist the CM/DCD to ensure the Assets Health & Safety is fully compliant and in accordance with the managing agent’s management systems and procedures ensuring the safety of all shoppers, employees, contractors, and tenants
Working with CM/DCD, ensure the Assets complies with the managing agent’s policy on energy management and environmental management
Supervise the activities of tenants’ and landlord’s contractors to ensure compliance with Health & Safety and centre rules and regulations
With the CM/DCD, manage work performance of appointed service contractors to ensure standards are met, reporting to the managing agent’s Procurement team any failures to provide required standards of performance
Oversee the management of the Assets CCTV equipment and operations to ensure compliance with statutory regulations. GDRP
REQUIRED QUALIFICATIONS, SKILLS AND EXPERIENCE
Tertiary qualification preferably related to facilities management or technical services
Ideally a recognized and certificated H&S qualification (IOSH or NEBOSH) but minimum 3 year’s experience in a H&S focused environment with responsibility for managing H&S, Environmental and ESG compliance
Good administrative and IT skills (Word, Excel PowerPoint and CAFM systems)
Good numeracy skills with at least 2 years experience setting and managing budgets, meeting deadlines, and working within financial limits
Strong customer relations skills, and ability to work and integrate in an already established team
Experience of contract procurement and management of contractors (minimum 3 years)
Strong organisational skills – ability to multitask and prioritise workload
Ability to work on own initiative, to listen and willingness to learn
Team player – maintain close working relationships with all other employees of the business to assist in the facilitation of projects
Ability to demonstrate utmost discretion when dealing with all sensitive and confidential information
Results and achievement orientated to high standards
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
