Purpose of the Role
Operations Manager Environmental Services is a high-profile, hands-on leadership role responsible for the strategic direction and operational management of the Environmental Services department. You will oversee and develop the Environmental Services team, ensuring consistent adherence to high operational standards that reflect the quality of a leading shopping centre. This role will drive the execution of operational excellence, ensuring alignment with business objectives, while supporting Shift Leaders and Team Managers to deliver outstanding customer experiences.
As the subject matter expert, you will provide both strategic vision and practical leadership, ensuring that all operational functions—spanning Environmental Services—are optimized to benefit both stakeholders and visitors.
Leading the strategic direction and day to day running of the internal, external, waste and landscape teams within the Centre for all Stakeholders.
In this role, you will cultivate a team culture that reflects our core values and promotes an inclusive, high-performance environment. By fostering engagement, diversity, and accountability within the operational team, you will empower individuals to thrive in their roles. Your leadership will inspire and coach team members to exceed expectations for both customers and brand partners. Additionally, you will leverage strong interpersonal skills to build and maintain productive relationships with external agencies and key stakeholders, driving collaborative success across the Centre.
With a sharp focus on delivering results, you will manage the Centre's service delivery, ensuring safety, security, and cleanliness standards are met while driving performance across all areas. Your ability to adapt to a fast-paced environment, communicate effectively, and maintain operational integrity will ensure that your department operates smoothly and efficiently. Ultimately, you will uphold the Centre's reputation for excellence through clear communication, coaching, and an unwavering commitment to customer satisfaction being pivotal in setting and sustaining high standards.
Key Responsibilities
The role includes a variety of tasks including the following:
- Act as an ambassador for the Centre and your functional area, showcasing exemplary behavior and actively promoting team recognition within the business. Lead by example, creating a positive and inclusive environment that values diversity, while cultivating a strong team culture. Take ownership of your role with a visible leadership presence, providing ongoing coaching, constructive feedback, and recognition for outstanding contributions. Continuously seek ways to infuse energy, personality, and innovation into your leadership approach to inspire your team.
- Set a clear vision for customer service excellence and world class service, demonstrating a passion for creating exceptional experiences. leading by example as a role model for high standards of service, inspiring the team to deliver outstanding service to customers, contractors, retailers, and colleagues. Cultivate a culture of excellence where each team member feels empowered to deliver outstanding service at every touchpoint.
- Champion operational excellence through a focus on compliance, clear communication, consistency, and collaboration. Prioritize a safe and legally compliant environment within the Centre, embedding streamlined processes that drive both operational efficiency and consistency. Foster a proactive approach to risk management and innovation, ensuring the Centre meets the highest standards for safety, functionality, and service quality.
Main Duties
Leadership
- The Operations Managers play a pivotal role as departmental heads, overseeing both Team Managers and Shift Leaders to drive the performance of their teams. They act as a link between high-level strategic goals and on-the-ground operations, stepping into a Duty Manager role for enhanced coordination in security and operational decision-making. Their responsibilities are multifaceted, blending leadership, strategic oversight, and active participation in Centre wide objectives.
- Provide structured coaching , be comfortable with honest conversations and adept in performance management to elevate team standards, addressing performance gaps promptly and ensuring any complaints or concerns are documented and resolved per Centre policies. Support continuous assessment and development of team members, working with HR on hiring, vetting, and ensuring compliance with employment regulations and training standards.
- Lead talent development by setting clear role expectations, fostering high performance, and collaborating with HR for training, licensing, and retention efforts. Take ownership of HR functions, including objectives, performance reviews, and disciplinary actions, to maintain a committed and capable team.
- Champion training and development by identifying team needs, ensuring effective training delivery, and evaluating its impact on operational success. Proactively champion the ongoing development of Centre based delivery teams to ensure confidence and excellence in world class service and operational delivery. Support recognition programmes by ensuring team members' efforts are being recognized and nominations processed. Support and encourage participation in staff initiatives and events.
- Facilitate clear communication by ensuring full and active participation in the daily huddles and departmental briefings with all teams. Ensuring relevant and business critical information and objectives are communicated to the teams.
- Attending meetings with the senior Centre operational team, Property, Marketing, and Asset Management teams to drive collaborative efforts and deliver exceptional operational results. Delivering a clear understanding of business objectives, team performance, and display excellence in communication. Aligning performance with business objectives, strategic plans, provide KPI status, service delivery and commercial performance. Develop strong relationships with retailers through varying forms of engagement to ensure we are supporting.
Financial and commercial performance
- Set, monitor, and manage departmental budgets, ensuring service charge expenditures align with forecasts and that variances are analyzed and accounted for.
- Drive productivity across the department by strategically deploying staffing resources, maximizing internal manpower, and minimising agency reliance. Collaborate with HR to address staffing challenges, reduce turnover, and build high-performing teams.Oversee tender processes to ensure alignment with operational and commercial goals, approving