RSMD - Head of Facilities Management

Head of Facilities Management Regent Street Management Direct

Contents 4. Introduction 5. JLL 6. The Crown Estate & Regent Street Portfolio 8. RSMD 10. Organisational Structure 12. Role Profile - Head of Facilities Management 15. Programme Timeline

Dear Applicant, Thank you for taking the opportunity to

consider applying for the appointment of Head of Facilities Management for Regent Street Management Direct (RSMD).

Over the past 13 years RSMD has gone from strength to strength. Combining the strategy and vision of The Crown Estate together with JLL’s first class Property and Asset Management division, RSMD has created a truly unique platform to provide an operational service delivery model that can only be described as outstanding. Regent Street is an internationally recognised destination located in the heart of London’s West End providing some of the best retail, office, residential and leisure accommodation in the world. The Crown’s continued investment strategy across the Estate ensures that Regent Street remains a globally renowned destination. This is a rare opportunity to work hand in glove with The Crown Estate to manage this unique and iconic portfolio, whilst sitting within the hugely successful JLL PAM team.

JLL is a financial and professional services firm specialising in real estate services and investment management. They have more than 70,000 people in more than 1,000 locations in 80 countries serving the local,

regional and global real estate needs of their clients. JLL is an acknowledged industry specialist in Property and Asset Management for property investors. They are dedicated to adding value to their clients’ assets, reducing operational risk and maximising value for money through the delivery of high quality landlord services to occupational tenants. With over 600 experienced, office-based staff and 650 site-based personnel operating across its extensive UK regional service platform, JLL provide a consistent, market-leading service across all sectors and geographies, managing commercial and retail assets for leading UK and international fund managers, property companies, the government, banks, receivers and financial institutions. JLL’s service is co-ordinated and delivered by bespoke service delivery teams located across their regional network of offices and their headquarters in Central London. RSMD is a vital part of JLL’s Central London team, sitting within the wider Property & Asset Management (PAM) business. It is not a separate legal entity although it adopts The Crown Estate’s Regent Street branding.

“Regent Street Management Direct is a core part of JLL’s Property and Asset Management operation and their relationship with The Crown Estate is strategically important to the wider JLL business. The team is integral in contributing to help shape and deliver The Crown Estate’s vision for the globally iconic Regent Street estate. Nick Lees, Lead Director JLL Property & Asset Management

The Crown Estate belongs to the reigning monarch ‘in right of The Crown’, that is, it is owned by the monarch for the duration of their reign, by virtue of their accession to the throne. But it is not the private property of the monarch - it

cannot be sold by the monarch, nor do revenues from it belong to the monarch. The Crown Estate are successful placemakers, working in partnership with substantial global investors to lead and implement projects that make the most of its assets. As owners of the whole of Regent Street freehold, in partnership with NBIM and with 50% of the buildings in St James’s, Mayfair, they are currently delivering a £1.5 billion investment and redevelopment plan in the heart of London’s West End. Through sales and acquisitions, property development and active asset management The Crown Estate takes advantage of a dominant position in its areas of specialism to enhance the quality of its investments and make-up of the portfolio. Regent Street The Portfolio With a street frontage of two kilometres and over 10,000 people employed there, Regent Street also receives more than 7.5 million tourist visits a year. The Grade II listed buildings also represent some of the most distinguished and recognisable architecture in London. Its 1.5 million ft of flagship retail space is home to one of the finest collections of international brands in the world including; Apple, Burberry, Hugo Boss, J.Crew, Kate Spade, Michael Kors and Polo Ralph Lauren. Regent Street is also one of London’s leading business locations by value with around half of Regent Street’s worth is in its office space. It offers one million ft of space, comprising both small offices for growing businesses, and large, modern office floor space for international companies such as BBH, Lloyds TSB and Telefónica.

Being branded independently from both JLL and The Crown Estate, RSMD is afforded the opportunity to offer a closer alignment to not only the tenants but also the customers of the Street. This positioning of independence allows RSMD to act in the very best interest of the operational progression of Regent Street.

RSMD is structured around five primary business areas: • Facilities Management for the day-to-day running of the services in the buildings and the management of service providers and partners. • Property Management including a landlord and tenant consultancy and oversight of the property accounting team. • Leasing comprising small office lettings (Regent Street Office Direct) and residential lettings (Regent Street Home). • Customer Experience for setting the strategy for managing key relationships with customers and community stakeholders. • Sustainability, managing the client’s implementation of its responsible investment strategy in Regent Street.

The team comprises 54 people across these five areas of business, all based in Regent Street, excluding one accounts professional. In Regent Street, in addition to the principal office in Heddon House, the five building

clusters have small local offices or workstations in managed buildings. RSMD, with Regent Street Office Direct & Home, is responsible for:

A portfolio of 130 properties across retail, office, residential and leisure sectors

An annual service charge of approx. £20 million

An annual rent roll in excess of £160 million

Letting or renewing 150 office leases and 80 residential tenancy agreements per annum.

Approx. 80 properties with direct management responsibility

Role Profile - Head of Facilities Management (HFM) Regent Street Management Direct (RSMD). Reports to: Head of RSMD, with “dotted line” responsibility for operational guidance and processes to JLL’s London & SE FM Operations Director. Staff responsibilities: Overall responsibility for leadership of the RSMD FM team including direct line management of General Managers, Senior Facilities Managers and Senior FM Administrator. Location and scope: Based at RSMD offices, Heddon House, 149-151 Regent Street, London W1B 4JD or any other property in the Regent Street Portfolio that may be nominated in its place. Key interfaces: The Crown Estate, JLL FM teams, RSMD Senior Management Team, RSMD Property Managers. The Head of Facilities Management (HFM) is required to work closely with colleagues in all RSMD teams, including: • Facilities Management & Helpdesk • Property Management (PM) • Finance • Customer Experience Team (CX) • Sustainability • Project Management (PjM) • Lettings team known as Regent Street Office Direct & Home • Lease Advisory and Building Consultancy teams. The HFM will be a member of the Senior Management Team (SMT) at RSMD.

Objective of Role: To manage, direct and motivate the FM team and our service providers and partners to ensure the delivery of an excellent customer-focused operational service across the whole of the Regent Street portfolio of buildings that meets or exceeds the expectations of our client (The Crown Estate) and customers. The HFM is expected to provide strategic and operational direction to the FM team whilst contributing to the success of the RSMD business as a member of the SMT. Principal responsibilities: The HFM will be responsible for, but not limited to, the following key areas: People Management • Directing and managing the FM team, ensuring the team is appropriately resourced, that the team understand the overall vision and objectives of RSMD, The Crown Estate and JLL. • Ensuring that the team are operating and achieving the expected standards. • Ensuring the team are managed effectively. This will include performance feedback, personal development plans and relevant training for the team. Ongoing recruitment, resourcing, performance management and team planning to ensure that the team are fully resourced and working efficiently. This will include direct reports, but also the wider RSMD FM team. • Working with the team to seek new ideas to improve the FM capabilities on the Regent Street portfolio. Also reviewing processes and making recommendations where applicable to suggest improvements in process and procedure. • Working closely with the London & SE FM Operations Director to fully integrate with the Senior JLL FM team, to share ideas and embrace operational JLL requirements. Operational Management, Customer and Client Services • As part of the RSMD Senior Management team, ensuring that strategic FM operational issues are shared with the SMT, highlighting potential client / occupier impact and resolution plans if these are major issues. Preparing and delivering the FM contribution to the RSMD Business Plan, working closely with the Head of RSMD. • Working closely with the Head of Customer Experience to ensure that the FM team are fully engaged with Salesforce and embrace new customer service initiatives across the Regent Street portfolio. Health Safety and Environmental Management • Ensuring statutory reporting obligations relating to the FM operation are met. This in- cludes updates on statutory compliance, health and safety risk actions and sustainability actions. • Working alongside and aligned to the Head of Sustainability, ensuring that the sustainabil- ity agenda is fully embraced with the team and that they are fully aware of the drivers for change. Advising the Head of Sustainability of any new initiatives which could improve the overall sustainability across the portfolio.

Financial Management • Ensuring that the FM team provides service charge budgets and reconciliations to the agreed programme and standards. Working with the Finance team ensure the team continue to embrace the required financial delivery requirements, which include allocation of expenditure, invoice and purchase order management, and the ongoing review of expenditure. Service Partner Management • Working closely with the JLL Procurement team to manage and, where applicable, procure service contracts as appropriate, delegating responsibly where appropriate to the team. Ensuring that the procurement of all service providers for the portfolio is undertaken in accordance with the JLL procurement program to ensure the highest standards for the best price. Reviewing service contracts as appropriate. • Working with the service providers to ensure they are the best they can be and encouraging new ideas. Ensuring they provide a consistently high standard of service. • Developing the use of the Elogbooks Helpdesk to its full capacity and promoted to the FM team to ensure they operate the full system. Work with Elogbooks and Head of CX to continue to develop and improve the product. Property Management • Ensuring the smooth transition of properties into management, usually following development (soft landings) or purchase, and dealing with the transition or implementation of contracts with service providers. • Ensuring there is a policy providing emergency and out of hours cover for the portfolio. • Ensuring that the FM team assists and liaises with building surveyors/architects/ consultants on major works. • Assisting property management teams when preparing/pitching to retain The Crown Estate’s business. Qualities and Personal Attributes • Have fulfilled a senior leadership FM role, with blue chip clients and or instructions. • Experience in the procurement, management and performance of significant outsourced contracts, covering both hard and soft services. • Ability to demonstrate and deliver excellent Customer service skills. • Relevant H&S training certification IOSH / NEBOSH. • Active participation in a relevant professional body desirable.

Programme Timeline

The Management Recruitment Group are exclusively mandated in partnership with JLL and The Crown Estate. All internal and external applications will be forwarded to MRG and included in the selection process. To apply or for a confidential discussion regarding this opportunity please contact Michael Hewlett of The Management Recruitment Group on 020 8892 0115 or michael.hewlett@mrgpeople.co.uk

Closing Date for Applications Sunday 4th June 2017. First Stage Selection Interviews 15th & 16th June 2017. Second Stage Selection Interviews 22nd June 2017.

68 King William Street London EC4N 7DZ 0207 959 2368 www.mrgpeople.co.uk

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