Operations Manager

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Job Purpose

The primary purpose of this role is to establish, develop, and manage the delivery of high-quality services and operations across a multi-let office building, on behalf of the Landlord. This includes overseeing all services provided to occupiers, ensuring the smooth and efficient running of the property. The role also carries responsibility for maintaining full compliance with statutory regulations, internal policies, and industry best practices, while consistently delivering a safe, welcoming, and professional environment for all Occupiers.

Property Outline

This position is primarily based at the Arbor, 255 Blackfriars Road - a vibrant, multi-occupied, high specification property located in Blackfriars which will form part of the Bankside Yards development. The site offers 225,000 ft of diverse office space for the next generation.

While the Arbor will be your focus, the role may also include involvement with other high-profile properties managed by Ashdown Phillips & Partners across London.

Financial

The Arbor has a service charge budget of circa £4m with a year-end date of December 31st.

On-site Reports (all 3rd party)

• Security Service Partner.
• Front of House/Reception Service Partner.
• Cleaning Service Partner.
• Mechanical and Electrical maintenance Service Partner.

Communication Lines

• Contract managers for Security, Front of House and Cleaning Services.
• Day to day management and monitoring of M&E contract staff and sub-contractors.
• On site contracted service team manager meetings on a weekly basis to ensure coherent working.
• Fabric maintenance contractors - communicating with contract manager.
• Client Landlord; the Landlord's architect, surveyors, consultants, insurance agents & surveyors, marketing agency and letting agents.
• Ashdown Phillips & Partners; MD, Directors, surveyors, consultants, staff and fellow centre/building managers.
• Health & Safety Consultants; asbestos surveyors, Local Authority H&S Officers.
• Regional Fire Brigade; Fire Officers.
• Occupiers: their consultants, fit out agents and contractors.

Key Objectives

• Ensuring compliance with regulations and health, safety, environment and security standards.
• Supporting the monitoring and management of budgets to ensure costs, quality standards and efficiencies are achieved to target.
• Work with key stakeholders in developing and managing events at the property.
• Contribute to developing strong relationships with occupiers through dynamic engagement opportunities.
• Drive the company's and Arbor's Environmental Social Governance (ESG) pledge and act as an ambassador for Ashdown Phillips in communicating the Clients objectives in relation to sustainability.
• Support the Senior Facilities Manager on working and fostering relationships with the local community in establishing the property as part of a wider network support CSR initiatives

Key Accountabilities

• Ensure the cost-effective provision of agreed Facilities Management services for the Landlord, as required.
• Responsible for the procurement of, and subsequently manage, the provision of relevant services (e.g. M & E, Security and Cleaning), ensuring optimum service standards from internal/external sources.
• Drive a culture of continuous improvement.
• Manager monthly meetings with all service partners, including completion of key performance indicators.
• Contribute to the forecasting, and then subsequently monitor and control budgets, ensuring costs are properly allocated against the respective property schedule, contained within agreed levels, and corresponding reports provided as required and agreed with the Senior Facilities Manager and Property Surveyor
• Ensuring compliance with all statutory and internal obligations applicable to the ongoing occupation, operations and maintenance (including project work) of the Property.
• Maintain, establish and develop appropriate relationships and communication channels with all occupiers and other stakeholders (including members of the public, colleagues, line manager and client representatives) to ensure that service levels are maintained and improved having regard to relevant budgetary constraints.
• Manage and develop relationships with the service partners to ensure compliance with contracts and continued delivery of agreed services.
• Ensure all building services and life safety systems are maintained within relevant scheduled frequencies and inspections deadlines.
• Respond to out-of-hours emergency calls.
• Ensure the Senior Facilities Manager is kept appraised on operational matters.
• Coordinate and manage ad-hoc fabric repairs within the property.
• Oversee emergency preparedness and response plans (fire drills, evacuation procedures).
• Oversee documentation for emergency procedures and safe systems of work in conjunction with our Duty Holder responsibilities
• Monthly reporting on building operations and performance.
• Monitor utilities usage and suggest sustainability initiatives.
• Deputise the Senior Facilities Manager in their absence.
• Ad-hoc duties commensurate with the role.

Personal Specification

These are the minimum key areas of knowledge, skills and experience.

• Working knowledge of current statutory legislation and regulations, especially regarding Health, Safety and Environment. IOSH qualification is essential.
• Knowledge and experience of managing contractors and service levels (e.g. M & E, security and cleaning) associated with a retail, office or business park/estate, and within agreed budgets.
• Problem solving skills to continue to match resources to achieve various service requirements.
• Good knowledge of service charges and budgeting techniques.
• Excellent organisational and time management, able to meet tight deadlines and respond in emergency situations.
• Self-motivated and able to work on own initiative without ongoing direct supervision.
• Resilient and adaptable, with a continuous improvement mindset
• Excellent interpersonal and communication skills able to effectively communicate at all levels and operate comfortably as part of a multi skilled team.
• Willingness to adopt a flexible approach to working patterns to respond to the changing needs of the property.
• High attention to detail and commitment to quality service delivery
• Previous facilities management or management experience in either retail or mixed-use environment, ideal but not essential.
• Interest in the property sector and an understanding of the occupational requirements of tenants.
• Good IT skills in particular Microsoft Word and Excel.