The Role The Director of Residences, The Whiteley, will be the lead of the Residential team managing the operational residential elements of the Estate, ensuring the provision of exceptional services and facilities is delivered throughout every aspect of the residential operation. A natural leader, the Director of Residences is responsible for the Residential Operations within the Managing Agent and contracted service partner activity and delivery across The Whiteley and will lead, manage, motivate, inspire, encourage and develop the management team and people to enable and allow them to confidently and consistently deliver an ever evolving best in class residential lifestyle experience at The Whiteley.
• Develop, implement and maintain management systems for all buildings, facilities and public realm areas. • Ensure compliance with the Property Management Agreement, KPIs and SLA’s, industry best practices, RICS Professional Statement and statutory obligations. • Oversee conformity with The Whiteley heritage obliga- tions and other wider sustainability obligations. • Deliver aspects of the place making initiatives, including team training, motivation and development to meet the client’s requirements and vision. • Ensure adherence to, on behalf of the Landlord and Tenants, the obligations within the occupier lease agree- ments. • Keep up to date with industry news and any new/updated legislation, implementing operational changes across the The Whiteley residential elements as required. • Develop and implement a strategy to promote success in achieving industry and sector excellence awards for the residential operational development. Operational/Technical - Residential Management • Advise the client in the development of future Residen- tial matters and ensure operational preparedness plan- ning. • Ensure the ‘One Estate’ management strategy is con- sistently delivered. • Develop and maintain a professional understanding and close working relationship between the operational teams and appropriate resident representatives and encourage frequent and open communication and information flows on relevant building and estate issues. • Provide contract management for the outsourced res- idential building services, ensuring that the operational staff duties are carried out to a high standard using ap- propriate equipment Operational/Technical – General • Have responsibility for Health & Safety and Environ- mental policies and procedures and ensure these are adhered to throughout all levels of The Whiteley opera- tional teams and that every incident and accident is fully recorded, reported (including to insurers) and investigat- ed and any remedial measures diligently attended to. • Ensure the team achieve full compliance with the statu- tory legislation and ensure that all records are fully main- tained and available for client inspection. • Ensure appropriate policies, procedures and resource are in place to ensure operational risk is minimised and that contingency plans and business continuity procedures are in place and refreshed on a regular basis. The over- view of Risk reporting is to be a key element of the role. • Advise the client and Savills’ CRMs immediately of any
potential threats or reputational damage, major incidents or accidents. • Establish emergency procedures and safe working prac- tices to ensure as far as is reasonably practical, the health and safety of all residents, visitors, members of the pub- lic, estate employees and service providers. • Implement Savills’ obligations within the Property Man- agement Agreement, including continual identification of areas for improvement. Engagement & Communication • Ensure operational support for any Residential market- ing and sales promotions put in place across the devel- opment. • Be sensitive to the varying cultural differences involved and comfortable presenting. • Empower others to take an ambassadorial approach to their role, promoting the estate and the Managing Agent function. • Develop excellent relationships with representatives of the client and advisers, reporting to the Estate Director and managers on all aspects of the management of the Residential property through regular formal written re- ports and at site meetings in addition to ad-hoc commu- nication as required. Financial & Commercial Acumen • Be responsible, with the Savills Finance Manager, sur- veyors and Savills head office financial support team, for all financial matters regarding the operational residential management of The Whiteley, including the overseeing of all service charge budget development and Managing Agent financial obligations • Ensure the monthly reporting required under the PMA are delivered in line with SLAs. • Co-ordinate and review the service charge budgets in- cluding benchmarks against industry standards and rec- ommend budgets for approval. Ensure budgets are avail- able in draft 3 months prior to the start of the service charge year • Ensure the service charge reconciliation process is com- pleted within 4 months of the service charge year end and quarterly reports are provided to the client team detailing actual spend against budget, highlighting any key variances and confirming any necessary recoding has been completed • Ensure arrears reports for both property accounting are delivered, ensure the accounting teams are supported in the recovery of debt and that any such action taken is agreed with the Client as required
Purpose of the Role A client and residential customer facing role taking respon- sibility for ensuring the delivery of all Residential operational property management services across The Whiteley devel- opment. The resident and customer will always remain as the focus - ensuring that excellent quality and value is provided. The Director of Residences will work closely with the Estate Director and client team, serving as the public face of all op- erational Residential aspects of the day to day running of The Whiteley. As the overarching lead of the Managing Agent Operational team focussing on The Whiteley residential asset they will be responsible for providing the strategic direction and driving the performance of the Managing Agent Senior Leadership Team and managers to ensure best in class results. Day to day responsibility for the site Residential operations teams relating to all completed residential development and ensuring a positive interface is maintained with all future development works and asset handovers. Leading the oper- ations and service partner teams to cover all specialisations which support the wider development of The Whiteley. All Residential aspects of The Whiteley will fall under the opera- tional management of the Director of Residences. Leadership & People Management • Be a naturally engaging, articulate and positive leader who can drive outstanding performance through others, whether direct reports, the wider team or service part- ners. • Understand and interpret the strategic goals and vision for The Whiteley. • Lead, manage, motivate, inspire, encourage and devel- op your management team and people to enable and al- low them to confidently and consistently deliver an ever
evolving best in class residential lifestyle experience at The Whiteley. • Develop the site team to ensure the delivery of excellent customer focused service. • Clarify the best structure and service level for service partners. • Ensure compliance with all relevant laws, legislation and obligations applicable to our sector. To act as the legally ‘responsible person’ for the development. • Take the lead role in the development of a customer fo- cused delivery in respect of all aspects of services and facilities, developing a residential community lifestyle in all aspects of the estate. • Ensure at all times that the team have the resources, support and advice needed to deliver a consistently ex- cellent service. • Put People first and lead by example, taking personal pride in everything that you do Operational/Technical - Overview • Ensure the operations of The Whiteley residential estate are fit for purpose and all necessary plans and procedures are available and understood for handover. • In conjunction with the Estate Director, prepare the Residential operations teams for occupation, with clear plans in place for timelines, pre handover support and operational readiness. • Oversee and be responsible for the delivery of Residen- tial operations across the The Whiteley estate through the operations teams. Operational/Technical - Property Management • Understand and manage the successful implementation of Savills’ obligations within the Property Management Agreement for The Whiteley and identify, recommend and champion areas for improvement. • Ensure that each asset is managed in a proactive and customer focused manner which exceeds client and occupant expectations and is ahead of benchmarked schemes in terms of the services and value that it offers.
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