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.
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