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.
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