OPERATIONS MANAGER CANDIDATE INFORMATION PACK
Dear Applicant INTRODUCTION
Thank you for taking the time to apply for the appointment of Operations Manager at 22 Bishopsgate. 22 Bishopsgate is an office development built in partnership between AXA Investment Managers and Lipton Rogers Developments. AXA Investment Managers has a proud record of delivering other major developments across Europe. 22 Bishopsgate has been conceived as a building which will represent the future of offices globally by creating an environment where people thrive. We expect a community of around 12000 people who will experience many unique and original elements that aim to make the office a human place to work, addressing social, wellbeing, convenience, environmental and productivity needs of both the people and businesses that occupy and visit
the building. 22 Bishopsgate has over 3 acres of community space offering a diverse mix of facilities including a food market, gym, wellness retreat, business club, active commuter park, public viewing gallery, innovation hub and learning zone, flexible and project workspaces, and a curated gallery space at lobby level. The Operations Manager is responsible for managing the high standard of operational services in Horizontal and Vertical Cleaning, Reception, and Planned Fabric Maintenance required at 22 Bishopsgate, ensuring consistent, seamless and efficient standards are met, to ensure the Occupiers and their visitors can focus on their core business. The Operations Manager ensures that the service partners allocated perform as a cohesive team reflecting the vision and ambition of 22 Bishopsgate.
CONTENTS
01 / 02 / 03 / 04 / 05 /
Introduction Key Facts Our Shared Spaces Role Description Application Process
1 2 3 4 7
A Place Designed for People
OUR SHARED SPACES
A VERTICAL BUSINESS CAMPUS
ACTIVE COMMUTER PARK Level 00–Basement 2 Operator: 22 Team
THE ART WALK
THE MARKET
Level 00 Operator: 22 Team
Level 2 Operator: Rhubarb
A place where people and ideas thrive, and businesses benefit as a result.
We have incorporated a wide range of spaces and services into 22 Bishopsgate. All created to give you room to choose how you want to work.
CO-WORKING
THE EXCHANGE Level 07 Operator: TBC
THE GYM
Level 03–05 Operator: Convene
Level 25 Operator: BXR
KEY FACTS –
The first vertical business campus in Europe A diverse population of 12,000 people 1.275 million sq ft of adaptable workspace 100,000 sq ft of active community spaces
– – – –
61 floors
THE RETREAT
THE CLUB
THE VIEWING GALLERY &
Level 41 Operator: TBC
Level 57 Operator: TBC
Level 58–61 Operator: TBC
ROLE DESCRIPTION
Executive Summary The Operations Manager
Operational/Technical • Develop and implement operational best practices and working initiatives • Ensure building regulations, statutory obligations, legislative compliance, and best working practice are delivered • Lead on the completion of 22 Bishopsgate’s Operational Activity Calendar including significant building events. I.e., Annual evacuation exercises, monthly scenario testing, audits, events, and document review. • Use data collected from monitoring the operation, analyse efficiencies and continually review the processes and procedures in place interpret, and comply with planning requirements and obligations set out in formal consent documents including the Section 106 • Fully understand, • Be knowledgeable on smarter working practices
outside 22 Bishopsgate and be able to advise and make suggestions on future developments
communications, with all stakeholders, in accordance with communications plan • Support the Service Delivery Managers curate and deliver Occupier Forums, 1-2-1 meetings and any other briefings and meetings necessary with all key occupier stakeholders • Support the Soft Landings Team and Head of Operations and Service Delivery Managers at occupier pre-start meetings for fit out to ascertain operational requirements and deliver key information regarding the service strategy for 22 Bishopsgate • Adopt and communicate the team and building brand visions and values in undertaking all duties, ensuring those working within your department and under your management follow your lead during significant events and activities • Be available to support
ensures that the service partners allocated perform as a cohesive team reflecting the vision and ambition of 22 Bishopsgate. The role requires the effective management of these partners to provide the services within the scope, budget and in accordance with their contractual obligations, SLA’s and key performance indicators. The delivery of services is for maximum customer satisfaction, by fostering strong and long- lasting working relationships with stakeholders ensuring they are kept up to date with operational events within the building either by direct communication or via the dedicated 22 Bishopsgate App. The Operations Manager will work in collaboration with all members of the 22 Bishopsgate team as well as deputising in the absence of the Head of Operations.
• Implement continual improvements to the
department’s service delivery • Carry out all other general operational tasks as directed by the Head of Operations within an appropriate timeframe Customer Orientation • Supports and meet the requirements of the 22 operational elements of all events and activations set out in the plan • Foster and develop a unique One Team relationship between the management team, service partners Bishopsgate Culture Strategy and delivery and all other stakeholders to create a seamless and unified customer experience department communication plan and manage all forms of allocated service partner • Set the operational
OPERATIONS MANAGER 22 BISHOPSGATE DIRECT MANAGER: HEAD OF OPERATIONS
Contract and People Management • Develop and implement procedures, standards, and guides for operational excellence • Continually improve 22 Bishopsgate’s service partner’s productivity standards • Engage with allocated service partners and develop a partnering ethos with their senior management, account management and operatives, ensuring all Service Partners operate as a collective and collaborative 22 Bishopsgate team • Effectively manage the allocated service partners and their contract performance, including managing key relationships, monitoring contract administration, and driving operational improvements; ensuring work output is in line with contractual obligations • Ensure that any one-off and non- contractual operational tasks are fulfilled to a high specification and within a dedicated timeframe, to include out of hours services for occupier events and special projects • Meet monthly with core service partners and ensure Key Performance
Indicators (KPIs), Service Level Agreements (SLA’s) and reports are completed promptly and accurately Finance • Ensure all contracts are maintained within the agreed budget, and seek alternative ways to improve customer service and reduce expenditure • Assisting with the formulation and management of the annual 22 Bishopsgate service charge and non- recoverable budgets Business, Compliance and Commercial Acumen • Ensuring that the procurement of all service partners is undertaken in accordance with the JLL procurement program to ensure the highest standards whilst considering best value for service. • Contribute to and support the 22B Integrated Management System
data to improve the effectiveness and efficiency of service value, performance, and excellence Health, Safety & Environmental Management • Awareness of the 22 Team ESG responsibilities and support to implement the objectives set. Actively work towards progressing all department Environmental, Social and Governance (ESG) targets. • For the operational service lines that you are responsible for, ensure the statutory reporting obligations are monitored and regularly reported to the team with high-level exception reporting. This should include updates on both statutory compliance, health and safety risk actions and sustainability. • Collaborate with all other departments to ensure reporting is aligned. For a full and comprehensive JD with exhaustive responsibilities, please get in touch with The Management Recruitment Group.
(or IMS), as part of the team’s commitment to ISO standards.
• Develop and implement operational best practices and working initiatives • Identify and capture operational
APPLICATION PROCESS
For further information or to make an application please contact 22 Bishopsgate’s recruitment partner The Management Recruitment Group. Emilia Fasano emilia.fasano@mrgpeople.co.uk m: 07851 259 868| t: 020 3962 9900
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