Purpose of the Role
This role provides leadership and direction for the commercial portfolio.
The role currently has several direct reports, with most of the operations being in London, but expected to expand UK wide and into other sectors such as retail and leisure.
The primary objective is to develop and drive a culture of service excellence strengthening customer satisfaction, team leadership to optimize employee engagement, as well as owning the financial success within the commercial portfolio, ensuring that all aspects of the business reflects Savills brand and values.
The Senior Portfolio Operations Manager will be required to provide support and advice in other areas of the Savills business where appropriate and will regularly participate in tenders and presentations.
This role is based at Finsbury Circus House, London, but there is travel across the UK.
Key Responsibilities
DEPARMENTAL MANAGEMENT
- Proactively manage all aspects your portfolio, ensuring operational and commercial success.
- Develop, implement, and innovate a system of SOPs in regards to management, service delivery and processes ensuring transparency and accountability and scalability.
- Drive the departmental KPIs towards continuous improvement.
- Deliver timely reports and insightful management information from your portfolio.
TEAM LEADERSHIP
- Support and develop your team and direct reports, including recruitment, onboarding, performance management, training, succession planning and mentoring, working with the relevant Savills departments such as training and HR, adopting and adapting the Savills people management processes and principles.
- Responsible for recruitment and talent management within the entire team.
SERVICE EXELLENCE
- Strengthen the internal reputation of Front of House+ by providing an exceptional service to employees, customers and users of the service.
- Deliver events and activations across the portfolio, thereby contributing to Savills' and our clients' ESG goals and customer satisfaction. Feed back into the business stream the results of these initiatives for central ESG reporting.
- Ensure a strong focus on service excellence is threaded into every aspect of the department.
- Continuously develop and innovate the standard of our services.
MOBILE REQUIREMENT
- Implement and deliver a regular site visit and client meeting schedule by yourself and the operations managers.
- UK wide travel required to attend internal and external meetings, mobilisations and recruitment drives, client meetings and welfare visits, and industry events.
COMPLIANCE
- Ensure compliance with all ESG, H&S and security rules and regulations as directed by legal and Savills requirements.
- Ensure that the Front of House+ team embodies Savills culture and values.
- Respond to all emergency out of hours calls in a timely and efficient manner. The nature of the role is that shift patterns may go outside of your normal working hours so you are expected to be flexible at times for emergency situations.
FINANCIAL
- Management of operational budgets including maintaining a profitable margin, while simultaneously upholding the highest standards of service quality.
- Ensure that the operations managers are aware of operational expenditure against budget ensuring that they are operating to budget levels.
- Provide support and coaching to the operational teams to ensure that they have a good understanding of budget management, and they understand their responsibilities in regard to this.
BUSINESS DEVELOPMENT
- Support where needed and directed on tender processes including site visits and information gathering.
- To actively participate in business development presentations, tender response presentations/pitches and general service demonstrations to both internal and external clients.
- Build and maintain alliances with internal stakeholders.
- Foster and develop relationships with existing internal and where applicable external clients through regular touch points.
- Seek out business opportunity, always building on internal and external relationships to gain new business opportunities.
- This role is expected to expand beyond commercial properties and will include various guest services within demised properties, retail, and leisure environments.
RELATIONSHIPS
- Cultivate relationships with suppliers to foster collaboration and alongside Supply Partner+ oversee and evaluate supplier partnerships to ensure compliance with governance standards.
- Lead efforts to optimise open and effective communication between different teams within the commercial division, in FOH+, and the wider Savills business.
Skills, Knowledge and Experience
ESSENTIAL
- Track record in successful management of a portfolio of contracts and/or sites.
- Proven successful team leadership and development.
- Experienced in driving and delivering high service standards, evident in feedback and other service KPIs.
- Experience of working in a Senior Management capacity.
- Experience in managing a team and/or department through transparent management practices such as SOP's, KPI's, SLA's.
- Experience in managing and controlling budgets to achieve operational goals and achieving and maintaining targeted revenue and profit margins.
- Demonstrated ability to build and maintain strong relationships with both internal and external stakeholders.
- Exceptional written and verbal communication skills.
- Strong understanding of customer service trends in the front of house and customer experience sector.
- Ability to adapt to rapidly changing business conditions and client requirements including technology adoption and improvements.
- Good organisational and project management skills with the ability to oversee multiple initiatives simultaneously.
- Health and safety management responsibility for a department/portfolio/team
- Very good knowledge of security requirements within commercial FOH settings
DESIRABLE SKILLS
- 5+ years in Customer Service experience in a management capacity.
- Experience in dealing with disciplinary, grievance and other HR related meetings.Experience in personal development reviews, understanding the training needs of your teams to d