KEY TASKS AND RESPONSIBILITIES
Service and Standards • Drive the performance of the Accommodation Areas whilst delivering an exceptional student experience and delivering FM management • Be responsible for implementing best practice across the Accommodation Service Areas through strong leadership, as well as driving a high quality customer service, 3rd party contract management and service delivery • Lead and manage an area of Accommodation Managers and the OOH and Weekend Accommodation Managers; properties; teams and their KPI performance • Manage and develop capability across the Accommodation Managers and their teams, raising performance through coaching/feedback and performance management • To understand commercial and performance aspects of all contracts • Implement and manage performance improvements and student satisfaction • Understand and manage financial performance through financial monthly reviews and the annual budget process • Lead in the mobilisation of new build properties within the UCL Accommodation Department • Lead by example and drive the achievement of the department’s objectives by demonstrating commitment to our values and strategy • Plan, direct and co-ordinate operational activities ensuring effectiveness and value for money, including Accommodation team briefings • Pro-actively manage all site activity by driving excellence through clear and effective direction, delegation and sound decision making • Ensure the management, recruitment, motivation and development of staff and operatives, to deliver the agreed level of service with an appropriate base of suitably skilled and qualified people • Create the environment in which teams and individuals are responsible and accountable for their actions and perform at their best, improve performance and realise their full potential
Learning and Development • Working with senior management, internal stakeholders and external suppliers to deliver best in class development programmes and interventions • Determine training needs and requirements for the Operational Team for continual improvement • Leading the communication of the commercial benefits of great leadership and talent management • Schedule the annual training program aiming for full operational team participation • Work with the Accommodation Managers and site service team to address learning needs • Assess both individual, departmental and organisational learning and development needs using
data from Surveys, Compliance and Operational Audits • Identify skills gaps and future learning requirements
• Contribute to the UCL Accommodation learning and development strategies as appropriate • Co-ordinate the logistics of training sessions required on site (internal & external) with Accommodation Managers (including the OOH & Weekend Team) • Develop an academy approach to the design of a behavioural competency framework and Learning Programmes that support each job level with the business • Evaluate success of learning interventions and feedback to Head of Operations Commercial Management • Leading and manage the commercial team to ensure all commercial targets are met and exceeded • Maintaining market, sector intelligence and understanding, using student surveys, feedback and department objectives to develop effective medium and long term strategies • Contribute towards the commercial business planning ensuring accountabilities are clearly assigned and delivered across the Accommodation Areas • Contributing to the development and cascading of strategies to enhance summer sales opportunity and performance for the department
Candidate Information 13
12 UCL Deputy Head of Operations
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