Operations Manager

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PRINCIPAL OBJECTIVE
To work alongside the Centre Manager on the effective day-to-day running of the shopping centre with specific responsibility for operational management. This includes the centre's operations contracts, planned preventative maintenance (PPM) programme, car park and supporting the implementation of approved shop fitting and other development works.

DUTIES AND RESPONSIBILITIES

• Responsible for the daily supervision of all operational contracts including cleaning, security, waste, PPM contracts for the site to ensure that:
• Inspect the Centre daily to check that cleanliness, security, waste, landscaping etc. standards are met.
• Ensure new matters arising are logged and dealt with appropriately.
• Assist the Centre Manager with contract procurement and re-tendering contracts at the appropriate time, to ensure compliance with legislation and best practice.
• Ensure the centre's environmental procedures are implemented and closely monitored, communicating, and encouraging occupiers to participate wherever possible.
• Ensure there is always adequate security and that the Centre is maintained in a clean and safe condition.
• Car Park - Manage the car park and associated service partners to ensure full operational compliance.
• Includes cash collection monitoring of service partners, receipts, banking, and maintenance.
• Prepare an accurate monthly report of car park operational matters.
• Responsible for the production and management of the centre's PPM programme, ensuring that it is continually reviewed and updated. This includes ongoing maintenance of the site mechanical and electrical (M&E) equipment, as well as the building fabric itself.
• Oversee the work of on-site engineers, dealing with queries or incidents in relation to their areas of responsibility.
• Take control of the management of on-site contractors dealing with day-to-day repairs of the Centre's fabric and equipment.
• Monitor and prioritise the daily defect check and direct resource as appropriate.
• Maintain awareness of ongoing expenditure against budget, raising any potential overspends with the centre manager as appropriate.
• Responsible for Health & Safety management at the centre, liaising with the centre manager, soft services coordinator, Ashdown Phillips head office and other stakeholders as appropriate to ensure that all Health & Safety obligations for the centre are met.
• Maintain a comprehensive understanding of the company's Health & Safety policy, Health & Safety Legislation, and risk assessment requirements to ensure compliance in the working practices of all service partners and in-house colleagues.
• Oversee the arrangement of routine emergency evacuations and related equipment testing, assess effectiveness and implement improvements where necessary.
• Co-ordinate emergency procedures training for in-house and soft services teams.
• Ensure all retailers are aware of management regulations regarding Health & Safety and provide advice to retailers on all aspects of Health & Safety to improve on-site compliance.
• Ensure that risk assessments are carried out on all equipment and that these are reviewed regularly.
• Provide all necessary permits for external service partners.
• Produce the Health & Safety report for the monthly management meeting.
• Responsible for accident reporting and Health and Safety updates.
• Arrange annual audits to ensure compliance regarding fire, asbestos, water, and general risk.
• Attend annual H&S management review audits, presenting all required documentation.
• Investigate incidents that may lead to public liability insurance claims and take necessary steps to ensure that such incidents are kept to a minimum through active management initiatives in conjunction with the centre manager and soft services coordinator.
• Assist in the production of the centre's emergency plans and procedures and Disaster Recovery Plan and co-ordinate the communication of relevant information to occupiers and service partners.
• Develop and maintain positive relationships with occupiers through regular contact and visits to units. Deal with all technical based queries or problems that are experienced and raised by occupiers.
• In conjunction with the centre manager, assist with shop fits for all new lettings at the centre and any shop fitting proposals for existing occupiers - including the design and management of the fitting out process. Oversee all on-site service partners and liaise with legal representatives, architects and external stakeholders as required.
• Liaise with the centre administrator to compile accurate monthly energy consumption figures for the centre and car park.
• Be aware of corporate environmental policy, environmental targets and KPIs set by the Landlord. Monitor progress and evaluate regularly to continually improve the centre's environmental performance.
• Support the centre manager to develop annual service charge budgets and monitor expenditure throughout the year.
• In conjunction with all members of the management team, oversee mall traders, ensuring that all comply with Health & Safety requirements and mall policy to ensure they meet the standards required.
• Support the centre manager and marketing teams as and when required with promotions and events.
• Attend monthly one-to-one, Teams, Health and Safety, management and other meetings as required.
• Deputise in the absence of the centre manager and act as duty manager, including working weekends and public holidays on a roster basis, as required, to ensure that the centre operates effectively.

COMMUNICATION LINES

• On Site Team
  • Daily communication and interaction with centre manager and centre administrator.
• Ashdown Phillips, Client, and Client's Consultants
  • Regular contact in relation to all aspects of the day-to-day management and maintenance of the centre. Close involvement with consultants, e.g. insurers, letting agents, solicitors, rent review agents, architects etc.
• When deputising for the centre manager, regular contact with the surveyor and facilities management lead in relation to day-to-day management of the centre and on-site team.

On-Site Security / Contractors

• Daily contact with soft services coordinator, providing supervision, advice and dealing with enquiries.
• Retailers
• First point of contact relating to operational issues, the fabric or maintenance of the building.
• External Bodies
• Local Fire Officer
• Local Police
• Local Authority
• Blackpool Business Improvement District
• Other local stakeholders
• General Public

Complaints and enquiries including the collation and management of documents relating to potential claims.

KNOWLEDGE, SKILLS, AND EXPERIENCE

Essential

• Experience of implementing health and Safety policies. Including operational elements, fabric, building maintenance.
• Understanding of environmental issues and how they impact the business.
• Computer literate (Windows) - Word, Outlook, Excel, Teams.

Desirable

• Previous experience managing a multi occupancy building.
• Experience working in a shopping centre.
• Experience of dealing with occupier lease covenants and statutory obligations.
• IOSH Managing Safely / NEBOSH Diploma / Level 3 Diploma in Facilities Management.

Strong Communication Skills

• Verbal and written.
• Strong Relationship-building Skills
• People Management
• Able to motivate, manage performance, establish a positive working environment, and utilise all skills effectively.

This job description does not form part of the contract of employment, and the duties may be amended from time to time.