Different by Design People. Process. Expertise.
20-22 ROPEMAKER STREET, EC2 GENERAL MANAGER
CANDIDATE INFORMATION PACK
INTRODUCTION
Thank you for your interest in JLL’s brand new General Manager (GM) 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 GM who will take responsibility for leading the Ropemaker FM Team, and act as the building ambassador. The Ropemaker FM Team’s role will be to deliver best-in-class landlord operations. The most important 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 GM 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
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.
TEAM STRUCTURE
Reporting to the JLL central London Client Group FM Director, the GM will have direct line management responsibilities for senior members of the on-site and account specific Ropemaker FM team. The GM will also join a core group of senior GMs in the City to share best practice experiences, other buildings managed by JLL which will be included in this core group include 22 Bishopsgate and 40 Leadenhall. It is currently anticipated that at completion of the development, the Ropemaker FM Team will comprise four core staff (including the GM) with the future outline team plan showing that two additional roles may be added later as the fit- out projects complete and the building is occupied. In addition to the GM the initial appointments include a Head of Engineering and Head of Operations who will both report directly to the GM (the Head of Engineering will also be directly connected into the JLL central London engineering group). In addition to working alongside the JLL’s Head of central London Property Management, the GM will have a close working relationship with OPLM’s Head of Property Management.
LINKLATERS LLP
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.
OUR TEAM LINKLATERS WAY Our values/behaviours. How we will contribute as individuals.
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
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:
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.
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.
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.
GENERAL MANAGER - 22 ROPEMAKER
Key Responsibilities and Deliverables
Client Service
Operations Management
• To understand OPLM’s objectives and requirements in relation to the property. • To assist in reporting to OPLM concerning all on-site operational issues and customer relations. • Act as primary on-site lead in all matters relating to the operation at the property to establish and enhance tenant relationships, support leasing campaigns, and enhance brand image
• Working with the JLL Design for Management Team take a lead role in mobilisation of the building from construction to operational i.e. undertaking mobilisation tasks to deliver a seamless ‘business as usual’ operational 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 (JLL and service partners) to deliver high standards of service at the property. • Working with the JLL head office team ensure the JLL contract scope with the client is delivered and all SLAs and KPIs are met such that service excellence is delivered throughout all areas of on-site operations. • To be responsible for the implementation of agreed best practice in accordance with the JLL contract and JLL’s Facilities Management Best Practice policies in the following areas: service charge financial management, information/ communications, procurement, operations, repair & maintenance, social & environmental responsible management, customer experience and human resources (training and
Customer Experience
• Establish and manage a customer strategy with a view to providing a high standard of service that enhances the customer experience and develops a strong partnership approach. • Regularly meet with the occupier representatives to fully understand their wants and needs within the property. • Manage the on-site service partner teams to ensure optimal customer satisfaction and minimise the downtime if service interruption occurs. • Liaise with OPLM to undertake periodic customer feedback sessions and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of satisfaction
development) ensuring: • customer service delivery • standard systems and procedures
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 • Ensure all aspects of the JLL contract environmental & sustainability policies. • Be familiar with all heating, ventilating, mechanical and electrical 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 within the O&M manual requirements and do not negate warranties/guarantees. • Where required, work with appointed scope, OPLM’s ESG requirements and JLL’s ‘Socially Responsible Management’ programme is implemented in relation to
• standard 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 head office team and OPLM of any occupier matters that may influence valuation/investment considerations including assistance in monitoring occupiers’ compliance with covenants. • In conjunction with the JLL head office team, ensure the financial management of the property, through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly variance reporting and service charge reconciliation, is delivered to JLL accounting practices and JLL’s contract scope to include the administration of non-recoverable budgets. • To understand the principal terms of occupier’s leases as they affect the operational facilities management of the building and provide services which fully comply with these key requirements. • Ensure that the procurement of all supplies and services at the property is undertaken in accordance with JLL’s contract scope and JLL’s procurement
professional consultants Building Surveyors/Architects/Designers consultants as well as MEP, VT, and Energy consultants.
Key Skills
• Excellent customer service skills and a track record of implementing successful customer orientated activities. • Experience of mobilising a Grade A office building from pre-practical completion to a business as usual state • Strong management experience gained within a high- profile Grade A office environment • Able to collaborate and partner where appropriate with the key stakeholders to deliver a high-class environment reflective of the asset • Able to represent the Client’s and OPLM’s, interests at meetings, events and within the Central London community • Able to demonstrate a strong understanding of building design and base build management • A proven track record in managing and motivating on- site operational management teams • Experience of managing service charge budgets and major CAPEX projects • Strong commercial acumen • Understanding of service charge management • Strong leadership skills to build a team, effectively manage and motivate the team to achieve a high level of performance and to exceed targets • Accountable and resilient • Ability to work under pressure • Demonstrate ability to support change related initiatives and to determine what expertise and resources are required to resolve problems quickly and efficiently. • Ability to communicate at board room level and contribute to identification and evaluation of potential solutions to the problems based on the facts, assessment of risk and awareness of desired business objectives.
Different by Design People. Process. Expertise.
APPLICATION PROCESS
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. Applications should consist of a CV and covering statement outlining key matching experience for applying for the post. Applications should be sent to;
matthew.evans@mrgpeople.co.uk or emilia.fasano@mrgpeople.co.uk
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