20-22 ROPEMAKER STREET, EC2 HEAD OF OPERATIONS
CANDIDATE INFORMATION PACK
INTRODUCTION
Thank you for your interest in JLL’s brand new Head of Operations opportunity, at 20 - 22 Ropemaker Street, EC2 which is a prestige new landmark office development built in stone with panoramic views over the city. JLL have been appointed as Property Manager by the building owner and report directly to the owner’s asset management advisor, Old Park Lane Management Limited (OPLM) who are an investment and development company mainly focused in central London. 20-22 Ropemaker Street is in a prominent corner site just north of Moorgate Station, comprising c. 440,000 sq ft, of grade A office, retail, and SME space arranged over 27 storeys. This BREEAM ‘outstanding’ development will create a sustainable workspace of the highest standard including a stepped form that will create a series of extensive roof terraces to provide the occupiers with access to outside areas. JLL are seeking to appoint a Head of Operations who will be principally responsible for implementing and managing the high standard of operational services across the development, establishing and enhancing the building’s brand image, ensuring consistent, seamless, and efficient standards are met, without interruption, to ensure the Occupiers and their visitors can focus on their core business. The most important Occupier relationship will be with Linklaters LLP, a leading global law firm who will be taking predominant occupancy of the building as their new global headquarters. A close and positive working relationship between the Ropemaker FM Team and Linklaters is essential. The role will require a Head of Operations who has strong leadership skills, a commitment to best-in-class standards, a passion for delivering great customer service, and experience in successfully mobilising a major development from construction to operational excellence.
Please read on to find out more about this opportunity.
20-22 ROPEMAKER STREET
TEAM STRUCTURE
Reporting to the General Manager, the Head of Operations will have direct line management responsibilities for the Operations Manager (Admin) on-site and account, plus be responsible for the delivery of Security, Horizontal and Vertical Cleaning, Reception, planned fabric maintenance and Logistics teams. The Head of Operation may also be invited to work in several “virtual teams” with the client focused teams of JLL PAM (included in these teams may be 22 Bishopsgate and 40 Leadenhall.) The future outline team plan shows that two additional roles may be added later as the fit out projects complete and the building is occupied. working alongside the JLL team, the Head of Operations will also have a close working relationship with OPLM (the Client’s Asset Manager). In addition to
The development is due for completion in Autumn 2023 and will comprise approximately 440,000 sq ft. of grade A office, retail, and SME space. Approximately 360,000 ft offices at 20 Ropemaker Street has been pre-let to Linklaters LLP as their new global headquarters. The remaining offices at 22 Ropemaker Street are currently being marketed – 22ropemaker.com. Letting campaigns for the retail and SME will commence Q4 2022 and Q1 2023 respectively.
Make Architects have designed 20-22 Ropemaker Street to be one of the most high- profile new office developments in London, to offer the very best office accommodation in a prime City of London location. The BREEAM “Outstanding” building, set over 27 floors has 5 large roof terraces, and is set to subtly change the office landscape of the city.
LINKLATERS LLP
OUR TEAM LINKLATERS WAY Our values/behaviours. How we will contribute as individuals.
Linklaters LLP is a globally established law firm, a powerhouse in the equity capital markets arena and a leading name in big-ticket listings and other high-profile transactions. Its recent work includes acting on the listings of Trustpilot, Moonpig and Dr Martens, among others. Linklaters is characterised by a one-team approach, within which each team member works together to ensure its best in class. They provide the best service to clients, the best quality of work for trainees and build a supportive and friendly firm culture, taking a team- driven, collaborative approach to all that they do for their clients. Linklaters are due to occupy over 80% of the space at 20 Ropemaker, making them the most significant and important tenant for the GM to build a strong relationship with. The GM will work alongside Linklaters to realise their vision for 20 Ropemaker: • Create a global headquarters building which, for the duration of their occupation, truly reflects the brand as a pre-eminent global law firm. • Create a workplace and amenities which enable and motivate their people to provide best in class legal support to clients as well as supporting careers, health and wellbeing and diversity so they can continue to retain and recruit the very best talent. • Linklaters want their spaces to enable clients to successfully manage their business challenges and opportunities in a safe and secure environment, and to make the premises open and inviting to the communities they support.
We respect each other
We are leaders
We strive for excellence
We deliver fantastic client service, we seek and act on feedback to continuously improve
We support our people and embrace diversity, we are accountable and lead by example
We are empowered, entrepreneurial and inspire, we take initiative, encourage innovation and embrace new ideas
We act with integrity
We are one team
We don't just do things right, we do the right thing, we are admired as a responsible business
We are united, inclusive and collaborative, we deliver the whole firm to our clients
ABOUT OPLM AND THE WIDER PORTFOLIO
LSQ also known as 30 Panton Street, was OPLM’s first major
redevelopment which completed in 2016 comprising 94,000 sq ft grade A offices and 30,000 sq ft retail. The property occupies the entire west side of Leicester Square.
OPLM is a private investment and development company which has been established for over 25 years. The portfolio comprises 1.5 million sq ft of office and retail assets in central London and their strategy focuses on creating long term value by acquiring, redeveloping, and repositioning assets to enhance long term value.
The current ownership includes:
Other properties are 4 Millbank, the company’s head office at 17 Old Park Lane, office investments in Hanover Square, The Strand, Bream’s Buildings and Cursitor Street both in Midtown, Crown Place in the City and a retail investment in Buchanan Street, Glasgow.
7 Millbank is OPLM’s next major development where planning approval has been received for c130,000 sq ft. grade A offices with extensive terraces and an aim to be net carbon neutral in use. Completion is scheduled for Autumn 2025.
HEAD OF OPERATIONS - 22 ROPEMAKER
KEY RESPONSIBILITIES AND DELIVERABLES
Client Service • To understand the Client’s objective in relation to the property, including the contractual requirements and obliga- tions which need to be delivered to Lin- klaters and the other occupiers, and to understand the ESG day one baseline and future deliverables • To assist in Client reporting concerning all on-site rational issues and customer relations. • Act as lead for the Client in all matters relating to the operation at the property to establish and enhance brand image Customer Experience • Help establish and manage a property operational strategy with a view to pro- viding the highest standard of customer service to Linklaters and the other occu- piers, that maximises their occupational satisfaction and experience, and de- velops a close working partnership ap- proach • Regularly meet with the key Linklaters and other occupier representatives to fully understand their wants and needs within the property. • Manage the on-site service partner teams to ensure optimal customer sat- isfaction and minimise the downtime when service interruption occurs. • Liaise with the Client to undertake pe- riodic customer feedback sessions and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of customer satisfaction • Operations Management • Working with the JLL Design for Man-
agement Team take a lead role in mobi- lisation of the building from construction to operational i.e. undertaking all mobili- sation tasks from before completion to a ‘business as usual’ state (in accordance with the JLL Mobilisation Plan and Budget which will be agreed from time to time with OPLM) • Build, lead, develop and inspire the on- site 22 Ropemaker FM Team (both direct- ly employed and sub- contracted) to deliver high standards of service at the property. • Working with the JLL PAM Team ensure the JLL PMA scope is delivered and all SLAs and KPIs are met such that service excellence is delivered throughout all ar- eas of on-site operations. • To be responsible for the implementation of agreed best practice in accordance with the JLL PMA and JLL’s Facilities Man- agement Best Practice policies in the following areas: service charge financial management, information/communica- tions, procurement, operations, repair & maintenance, social & environmental responsible management, customer ex- perience and human resources (training and development) ensuring: • customer service delivery • standard systems and procedures • Documents and templates • audit and inspection • reduction of risk • consistent high standards of service delivery (and their measurement) • improved reporting to clients • Inform the JLL PAM Team and Client of any occupier matters that may influence
valuation/investment considerations in- cluding assistance in monitoring occupi- ers’ compliance with covenants. • In conjunction with the JLL PAM Team, ensure the financial management of the property, through the preparation of ser- vice charge budgets, the monitoring of agreed budgets to pre-defined cash lim- its, quarterly (formal) variance reporting and service charge reconciliation, is de- livered to JLL accounting practices. To in- clude the administration of non-recovera- ble budgets. • To understand the principal terms of oc- cupier leases as they affect the proper- ty management of the building and the Client’s obligations to provide services in- cluding clarity on the extent of the com- mon areas. • Ensure that the procurement of all supplies and services at the property is undertaken in accordance with JLL’s PMA and JLL’s procurement policy to ensure the highest standards for the best value. • Ensure high quality health and safety practices are maintained, in accordance with best practice guidelines from central support under the JLL’s risk management programme and the RFM • Ensure all aspects of the JLL PMA, Client’s ESG requirements and JLL’s ‘Socially Re- sponsible Management’ programme is implemented in relation to environmental & sustainability policies. • Be familiar with all smart systems, ICT, heat- ing, ventilating, mechanical and electri- cal equipment at the property and have a sound understanding of the purpose and general working of such equipment. Ensure maintenance contracts in place
cover specification as defined with- in the O&M manual requirements and do not negate warranties/guarantees. Where required, work with appointed professional consultants Building Survey- ors/Architects/Designers consultants as well as MEP, VT, and Energy consultants. KEY SKILLS • Confident in presenting information and delivering training to colleagues and peers • A proven leader, adept in managing a team of varied individuals • Strategic thinker with the ability to im- plement continual improvements to the department’s service delivery • Experience in operational planning through the transition phase of con- struction to full occupancy • Working knowledge of Microsoft office software, specifically excel. And be able to utilize and manage data • Experience in developing and imple- menting procedures, standards, and guides for operational excellence on a large scale • Proven knowledge of building regula- tions, legislation compliance and best working practice • The role will require the Head of Opera- tions to ensure that the management of the various building accreditations (e.g. EPC, BREEAM, WELL, RESET) are support- ed and implemented into the day to day running of the building. For a full JD with exhaustive list of duties please contact The Management Recruit- ment Group.
APPLICATION PROCESS
Applications should consist of a CV and covering statement outlining key matching experience for applying for the post. For a confidential discussion to find out more about this opportunity, please contact JLL’s appointed recruitment partners Matthew Evans or Emilia Fasano at The Management Recruitment Group.
matthew.evans@mrgpeople.co.uk or emilia.fasano@mrgpeople.co.uk
Closing Date is Tuesday, 22nd November.
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