Operations Manager - Highcross Shopping Centre

Purpose of the Role

The Operations Team is responsible for ensuring the overall smooth and efficient operation of the Centre, including the recruitment and training of all staff whilst maintaining a safe and pleasant environment for our customers through the monitoring of Health & Safety systems and the promotion of best practice.

A key component to the role is to enhance the brand and overall profitability of the asset by achieving performance targets and business plan objectives.

Key Responsibilities

• Collate and check all routine invoices and approve within agreed limits
• Issue purchase orders for non-routine expenditure.
• In collaboration with the Business Support Manager ensure effective management of the service charge budget for the current year and planning/forecast for future year
• Liaise with occupiers to ensure compliance with Retailer Handbook with regards to shop fascia lighting, shop front cleanliness, refuse management, key holders' details.
• Check occupiers' units on a regular basis having regard for state of repair and Health, Safety and Fire statutory compliance
• Always ensure compliance with operational standards.
• Represent Highcross at external meetings as required
• Provide direct support to the General Manager as part of the senior leadership team, including participation in the Duty Management rota , including weekends and Bank Holidays

Operations:

• Ensure that the day-to-day running of the Centre is carried out effectively and efficiently, that the colleagues working for the Centre are fulfilling their duties to the highest standard and provide guidance where necessary.
• Ensure all accidents and near misses are recorded as per the company's policy.
• Ensure that there are sufficient staff on site to administer first aid, as and when needed and that first aid supplies are regularly inventoried, and stock ordered as necessary.
• Ensure that Fire and Health & Safety regulations are adhered to in all parts of the Centre by inspection, checking the signs, advising on defects, improvements required, etc.
• Ensure all emergency plans are reviewed on a regular basis and amended where necessary. Manage incidents and emergency plans, manage contingency plans and their relationship to the wider community. Ensuring regular and relevant exercises carried out with the senior leadership team and wider teams.
• Monitor and maintain Health and Safety systems in accordance with requirements.
• Inspect the public areas on a regular basis throughout the day checking on cleanliness, maintenance, landscaping etc.
• Ensure that daily checks are undertaken of the common areas within the Centre and that all necessary remedial works are undertaken within a reasonable time period. Where remedial works are required immediately, the area in question must be cordoned off and made safe for all visitors, tenants, etc.
• Ensure compliance with all statutory requirements and codes of practice, health, safety and security and Fire regulations.
• Maintain overall control of the security operations, paying particular regard to incident response and customer care.
• Attending all serious incidents within the Centre. Providing support and guidance to the team
• Liaise with occupiers and the police and other local agencies in all matters of security affecting the Centre, public safety, and security.
• Complete regular inspections of the car parks, identifying and addressing Health, Safety and Security concerns and ensuring excellent service levels.
• Work in collaboration with the senior leadership team in delivery of both the Local Business plan and Business Strategy.

Customer Service:

• Present the Centre to the highest standard at all times.
• Ensure all colleagues always provide the highest levels of customer service.
• Ensure all customer and occupier complaints are responded to either verbally or written in a timely manner.

Stakeholder Relations:

Establishing and developing good relations and partnerships with authorities and local agencies, including but not exhaustive:

• Local Authority
• CTSA
• Police
• Fire brigade
• Public transport providers

Marketing and Promotions

Ensure that all promotional, events and community activities are carried out with due care and attention to the health, safety and welfare of staff customers and occupiers.

Staff Welfare and Development

• Identifying and implementing training and development programs and pursuing suitable training solutions.
• Complete regular performance reviews with all direct reports
• Identify those with potential to develop and be stretched. Ensure succession and PDPs are in place.
• Ensure that all colleagues are smart and well presented at all times in adherence to the company dress code

Additional Responsibilities:

• Attend any training and development courses as necessary.
• Adhere to all company policies and procedures.
• Undertake any other reasonable duties as required to meet the needs of the Centre.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Skills, Knowledge and Experience

• H&S qualification NEBOSH general certificate or equivalent
• Good knowledge of Security Industry Act
• Experience within soft services.
• Demonstrate experience of managing a large team.
• Confident decision maker
• Ability to use own initiative and innovate
• Excellent communicator at all levels
• Strong customer focus
• Willingness to adopt a flexible approach to working patterns in order to respond to the changing needs of a retail environment.

Working Hours - 40hrs per week 5 out of 7 days including late shifts, weekends and bank holidays 

Salary - £58,000-£60,000 

Please see our Benefits Booklet for more information.