70 St Mary Axe - General Manager

General Manager 70 St Mary Axe Candidate Briefing Document

Contents 3. Introduction 4. TH Real Estate 5. JLL

6. 70 St Mary Axe – The Building 7. 70 St Mary Axe – The Vision 8. Job Description 20. Programme

Dear Applicant

Thank you for taking the time to apply for the appointment of the first General Manager (GM) for the new real estate development, 70 St Mary Axe. Located in the Heart of The City, the Building places you in an area of the capital that is fast emerging as one of the most vibrant parts of an already stimulating and diverse City. Having already attracted a number of high profile tenants, 70 St Mary Axe is set to become one of London’s newest iconic buildings. Being arranged over three basement levels and twenty-one floors above ground, its distinctive, curvaceous form soars elegantly from the surrounding historic streets. It has curved glass and anodised, aluminium-finned elevation wrapped over the top of the structure. The General Manager of 70 St Mary Axe will be the ambassador for the building, leading both the internal staff, the buildings customers’ and anyone who interacts with it. 70 St Mary Axe is a high-profile asset in the portfolio of TH Real Estate and the appointed will be required to interact with a variety of high-profile stakeholders and individuals. With over 300,000 sq ft of office accommodation, 70 St Mary Axe will be a hub for modern business in London and the UK. It will offer higher quality service and standards, ensuring that every occupier has the very best experience of working within the space. The project is quickly approaching PC and tenant occupation. The GM will lead the building through to full occupancy, ensuring that expetations are reached and exceeded whilst driving the asset forward as it is established in London as an iconic structure.

TH Real Estate

“70 St Mary Axe will form the flagship property of our Central London investment portfolio. TH RE has gone to great lengths to get the attention to detail and quality right in the construction of the property and we are aiming for the same highest quality customer service to our occupiers. We are building a management team to deliver this quality and the General Manager Role will be pivotal in delivering this quality to our customers”.

Peter Neal - Senior Portfolio Manager

TH Real Estate, an affiliate of Nuveen (the investment management arm of TIAA), is one of the largest real estate investment managers in the world with $115bn in AUM as at 30 June 2018. Managing a suite of funds and mandates spanning both debt and equity across diverse geographies, sectors, investment styles and vehicle types, they provide access to every aspect of real estate investing.

With a culture and a set of values, which ensure that day-to-day decisions are made in the best long-term interests of their clients is vitally important.

Core Values

Performace Collaborate

Deliver excellence.

Actively contribute to others’ success, wherever they are.

Innovate Integrity Passion

Be innoative in creating value and be heard.

Always do the right thing, regardless of who is watching. Succeed with determination, drive and the right attitude Succeed with determination, drive and the right attitude.


JLL Overview

JLL is a financial and professional services firm specialising in real estate services and investment management. They have more than 70,000 people in more than 1,000 locations in 80 countries serving the local, regional and global real estate needs of their clients.

JLL is an acknowledged industry specialist in Property and Asset Management for property investors.

They are dedicated to adding value to their clients’ assets, reducing operational risk and maximising value for money through the delivery of high quality landlord services to occupational tenants.

With over 600 experienced, office-based staff and 650 site-based personnel operating across its extensive UK regional service platform, JLL provide a consistent, market-leading service across all sectors and geographies, managing commercial and retail assets for leading UK and international fund managers, property companies, the government, banks, receivers and financial institutions.

JLL’s service is co-ordinated and delivered by bespoke service delivery teams located across their regional network of offices and their headquarters in Central London.

“Managing premium iconic buildings is a core part of JLL’s Property and Asset Management operation in UK and globally. 70 St Mary Axe is already featuring on the City skyline and is central to our strategic vision. It is a superb new grade A office designed with the future of workplace in mind. Our relationship with the owners TH Real Estate and Cityhold is strategically important to the wider JLL business and the 70 St Mary Axe team is integral in contributing to this”. David Gardiner - Director - Central Lonon Property and Asset Management JLL

Our Vision

The Building

Great design is not just about the way things look, it’s about how they work. 70 St Mary Axe is engineered for the changing share of a modern, forward looking London that welcomes the world’s more innovative business those who shape the future of commerce and creativity.

Arranged over three basement levels and twenty-one floors above ground, 70 St Mary Axe’s distinctive, curvaceous form soars elegantly from the surrounding historic streets, with its curved glass and anodised, aluminium-finned elevation wrapped over the top of the structure.

Job Description

Job Title:

General Manager – 70 St Mary Axe EC2


Property and Asset Management

Reporting To: Regional Facilities Manager/JLL Property Management Surveyor (Director)


The General Manager (GM) is the primary responsible person for all aspects of 70 St Mary Axes’ operational and service performance – acting as the property owners’ ‘Ambassador’ representing all matters relating to the operation and brand of the asset. The GM will maintain and promote the property’s position in the locality as best in class for occupiers to work in.

Key responsibilities


A naturally engaging and articulate ambassador who not only represents the asset itself but also TH Real Estate, JLL and the building’s customers both internally and externally to the wider community. Must have a natural presence, be engaging and promote the very highest of standards possible. Create an ambassadorial role in local industry business groups including Local Authority and community/civic stakeholder meetings, representing the property at local BIDs meetings and any other relevant association meetings.

Operational Management

Page 5 Buildings Be able to demonstrate the ability to operationally manage the outputs and performance of 70 St Mary Axe, meeting its obligations and responsibilities under the contract with JLL. Must be able to demonstrate a wider understanding of the property sector, JLL’s role in the instruction and ensure where possible cost effective delivery: • To understand and implement TH Real Estate’s strategic investment objective and instructions in relation to 70 St Mary Axe. • To assist in Client reporting concerning on-site operational and customer (occupier) related issues. • Work closely with the Property Management Surveyor and raise any matters that may influence valuation/investment considerations including assistance in monitoring occupier’s compliance with covenants. • Establish and maintain high quality Health & Safety arrangements to ensure all risks are identified and are properly addressed and to reviewed as part of JLL’s audit process and Site Compliance inspections. • To work with other aspects of JLL’s ‘Socially Responsible Management’ programme in relation to environmental & sustainability policies. • To ensure reactive maintenance and day-to-day service requirements undertaken in a timely and cost-effective manner. • Be familiar with all heating, ventilating, mechanical and electrical equipment at the property and have a sound understanding of the purpose and general working of such equipment. To ensure maintenance contracts in place cover O&M manual requirements and no not negate warranties/guarantees. • Maintain, test and implement major incident plans to cover all emergencies.

Team Management

A natural leader responsible for the on-site FM team including outsourced service partners. The GM will work with several “virtual teams” including Asset and Property Managers, Surveying Executives and Client Accountants. Must be able to motivate, lead and develop individuals in order to achieve a common goal, creating a culture of service excellence with customer satisfaction at its core. Delegate and monitor as required tasks to the on-site team with specific skills/responsibilities to execute delivery.

Customer Service

Have a track record of ensuring first class customer experience is at the epicentre of the operational management. Be able to guarantee that the TH Real Estate vision for excep- tional service to its customers is delivered wholeheartedly without exception. Moreover, ensure that this is installed across the wider on-site team.

Possess experience of devising and implementing a customer experience strategy for a significant building or estate.

Create customer enhancement initiatives and strategies in order review and record service data and subsequently creating implementation for areas of improvement.

Financial and Commercial Acumen

Have a demonstrable track record of managing large scale P&L’s with ultimate responsible for all expenditure. In conjunction with the Property Management team, ensure the financial management of the property, through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly variance reporting and service charge reconciliation, is delivered to JLL accounting practices. Also, to administer non-recover- able budgets. Ensure that the procurement of all supplies and services at the property is undertaken in accordance with JLL’s PAM procurement policy to ensure the highest standards for the best value. This will include the use of accredited Contractors only, usually on the basis of framework agreements, and JLL’s purchase ordering systems. Monitor contractor per- formance against agreed standards. Review service contracts as appropriate.

Key skills and attributes

• Strong management experience gained within a high-profile commercial environment. • A proven track record in managing on-site operational management teams • Experience of managing service charge budgets and major CAPEX projects • Strong leadership skills to effectively manage and motivate a team to achieve a high level of performance and to exceed targets • Accountable and resilient • Ability to communicate and engage at all levels • Possess a natural authority to successfully manage the building, the on-site team and the client’s expectations for the building.

Application Process

Application Closing Date - 7th October

1st Round Interviews - W/C 15th October

2nd Round Interviews - W/C 22nd October

Final Presentation W/C 23rd October 2018

The Management Recruitment Group are working in Partnership with the team at 70 St Mary Axe to exclusively manage the recruitment process. For further information or to make an application please contact Stephanie Howe at stephanie.howe@mrgpeople.co.uk or on 0203 962 9900.

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