The purpose of the Head of Operations role is to lead, support and encourage teams to drive operational improvement, delivering exceptional customer experience, through "World Class Service", and bring "Joy" to our customers.
Head of Operations is a senior, high-profile role encompassing the full array of shopping centre operations (facilities management). You are the deputy to the Centre Director CD and lead multiple functions on site to deliver operational excellence.
You are responsible for a team of four Operations Managers who each lead on-site teams. You will be working with and through the on-site team both within Savills, the asset management team and our brand partners and suppliers to deliver results for both hard and soft (integrated) services. You are responsible for the management of health and safety for customers, retailers and staff and for upholding the highest level of compliance to policies and procedures.
You will be a very effective people leader who achieves results through team-work and strong relationships. You will be driven by an uncompromising eye for detail every day to achieve world class standards in a unique asset, both in front and back of house areas.
Liaising closely with the Centre Director and Surveyor you will deliver and develop existing and new services in line with the strategic operational objectives, property services agreement, and implicit service level agreement. You will identify and support the development of business opportunities and drive transformational efficiencies proactively and with a strategic approach.
You will be motivated to maximise service charge expenditure through cost efficiency, productivity and be responsible for the delivery of the agreed annual operational budget, along with the non-recoverable budget
You will be an excellent communicator, a clear decision maker and adept in the development of ideas and opportunities. You will have the ability to adapt to a fast-paced changing environment, and proactively champion brand initiatives.
At Trafford Centre we recognise that the growth and success of our company is dependent on the people we employ and the way that they are developed and grow within our organisation.
We are proud to be Trafford Centre and live our three values through every role on-site:
We love who we are:
Role model leadership presence, providing coaching and feedback, recognising great delivery.
Thrives on creating strong process, routine and excellent execution of the operational deliverables.
Has a clear focus on operating safely and legally – being proud of the work ethic instilled in the team.
We dare to be different:
Embraces change and innovation, supports the team through uncertainty and has a transformation plan.
Reflects the uniqueness of the centre in all they do - listens to customer and colleague voice, taking action.
Restlessly looks for opportunities to show personality, diversity and a fresh approach to leading their team.
We are here for each other:
Role model exceptional leadership to create an engaging culture within the operational team.
Creates a positive vibe and strong personality, actively promoting inclusion and diversity.
Adopts a people plan with a focus on talent development, high performance and role clarity
Key Responsibilities:
Behaviour and culture:
- You have a clear vision for your area and communicate this with absolute clarity and accountability.
- You lead by example, uplifting the team, and instill a passion for excellence in delivering brilliant guest experience. World Class Service not only relates to our customers, but to all stakeholders, including contractors, brand partners and colleagues.
- You promote and lead our focus on compliance, consistency and collaboration in all you deliver.
- You support the ESG plan and lead objectives, personally supporting community projects and activities.
- You are an ambassador for Trafford Centre - you will actively promote recognition for the team, the asset, and the wider business..
- Promote healthy lifestyles and positive mental health and wellbeing, through workplace initiatives, promoting support and escalating concerns to relevant people.
Service delivery management:
- Delivery of operational services and agreed objectives on time, and in accordance with the centre operations plan (which you have designed alongside the senior centre management team), aligned with the company objectives and requirements.
- Analyse and communicate performance against targets, including KPI status, service delivery and commercial performance, benchmarking against other Savills centres.
- Manage the delivery of services to ensure all people (customers, retailers and staff) are safe and secure.
- Statutory compliance must be an absolute priority for you, with the operations team organised and focused to deliver 100% compliance in all areas.
- Manage the development of quality assurance best practice leading to ISO9001 and 14001 certification as well as other relevant certifications as required.
- Implement and manage centre based continuous review processes; leading improvement plans and projects to ensure the delivery of exceptional guest experience and brand consistency.
Financial and commercial performance:
- Leadership of service charge and commercial activity, focusing on non-recoverable income growth and demonstrable operational excellence. Liaise closely with the CD and Operations Managers to identify growth opportunities and income / profit maximisation.
- You monitor income and expenditure against departmental budgets, to oversee the team, and to forecast and account for variances.
- Development of innovation and best practice standards across all operational aspects of service delivery. Use systems to better understand the centre requirements and use this knowledge to focus on the opportunity to deliver sustainable savings.
- Sign off and acceptance of all tender requirements ensuring technical, operational and commercial objectives are achieved and in line with business objectives.
Risk management:
- Manage and ensure statutory compliance with all aspects of health and safety, quality assurance, and environmental requirements across all departments.
- Work with the CD to regularly review centre risks, manage and mitigate.
- Manage the operational functions of the centre to ensure business continuity, co-ordinating activities of departmental managers, ensuring that management cover is maintained at all times and to occasionally carry out the role of duty manager and lead on incidents as required.
- Ensure effective duty management and business continuity by fully trained team members