Operations Manager (One Creechurch Place)

About this role

The role

Responsible for managing the delivery of an effective and compliant facilities management service through in-house staff, suppliers and consultants, primarily focussed on soft services, occupier engagement and customer experience, within a single complex building.

Responsibilities

• Prepare, monitor and reconcile service charge budgets
• Check and approve expenditure against service charge budgets
• Provide best in class customer service to internal and external customer base
• Maintain regular and effective communication with clients and tenants
• Manage site-based staff, ensuring all people related policies and procedures are followed
• Maintain regular and effective communication with internal colleagues in Property Management, support functions and the wider Real Estate business
• Monitor works conducted/service provided by suppliers
• Audit and inspect supplier delivery
• Measure and report supplier performance against agreed SLAs
• Manage suppliers to ensure effective, safe and compliant delivery of all M&E related services, including life safety systems, vertical transportation equipment and public health systems
• Work effectively with a range of specialist consultants to deliver agreed outcomes
• Procure goods and services, following procedures and policies
• Develop, agree and manage capital replacement programmes
• Prepare management reports for a variety of stakeholders and attend/chair management meetings as required
• Undertake regular building inspections, complete reports and initiate/progress any required works
• Ensure compliance with all current statutory legislation in respect of health and safety and the environment
• Manage local environmental activities to meet statutory obligations
• Ensure compliance with all internal procedures and policies – e.g. Procurement, Finance, Compliance, HR
• Ensure security and emergency procedures are robust and always adhered to, taking an active role in the event of emergency situations
• CX Lead with annual event planning and delivery of the social value engagement plan
• CX Lead in delivering an effective comms plan related to operations and project works
• CX Lead with reporting and budget management
• Act as deputy to the Building Manager, assuming day-to-day leadership during periods of absence to ensure effective management of the building

Person specification

Qualifications/Key Skills

• Degree or equivalent or by experience
• Membership or Associate Membership of IWFM or RICS
• National General Certificate in Occupational Safety and Health - accredited by NEBOSH

Experience

• Previous experience in a similar role
• Understanding of commercial leases and the landlord and tenant relationship
• Good understanding of service charge budgets and accounting principles
• Management of in-house and supplier staff
• Management of supplier relationships
• Good health and safety and environmental knowledge
• Good mechanical and electrical services knowledge
• Previous experience of planning and executing occupier engagement strategy and events programmes
• Excellent English language skills – both written and spoken
• IT literate – MS Office at intermediate level and other relevant software (e.g. Meridian, Proactis, Snapshot, Tramps) at a level to undertake the role satisfactorily
• Experience of managing single-site environments
• Experience of managing a single-site environment in excess of 100,000 square feet and/or service charge budgets in excess of £1m

We are proud to offer award-winning benefits to support and reward our employees:

• Health & Leisure: Private medical cover, 25 days annual leave + public holidays (the option of purchasing up to 5 additional days via flex benefits), health screening, gym discounts, wellbeing support, volunteering opportunities, cycle to work scheme, eye care voucher, travel & retail discounts, travel insurance, concierge service, kids pass, open fairways golf card, great company culture and social events (including sports teams, charity events, art pass), perks at work
• Financial: Pension, life assurance at 8 x basic salary, group income protection (long term disability insurance), interest free season ticket loan, bonus scheme - you will be eligible to participate in the Company’s Bonus Scheme, share incentive plan, financial and mortgage advice

BNP Paribas Real Estate is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, colour, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.

About facilities & operations roles for ex-police

Operations, facilities and site management roles. Running a shift, a custody suite or an operational unit is people-and-process management employers can use from day one.