IN ASSOCIATION WITH
Head Of Operations 22 Bishopsgate Candidate Information Pack
Dear applicant, Thank you for taking the time to apply for the appointment of Head of Twentytwo. Twentytwo is a unique office development currently being built in partnership between AXA Investment Managers and Lipton Rogers Developments. AXA Investment Managers has a proud record of delivering major developments across Europe, including in the past 5 years headquarters for businesses like Amazon, Clifford Chance, Google and IBM. Twentytwo has been designed from the outset as a community for around 12,000 people and will be a major evolution of the traditional office building. It includes many unique and original elements that aim to make the office a human place to work, addressing social, wellbeing, convenience, environmental and productivity needs of both the people and businesses that will occupy and visit the building. Twentytwo will have over 3 acres of communal space offering a diverse mix of facilities including a food market, gym with climbing wall, wellness retreat, business club, cycle park, innovation hub and learning zone, flexible and project workspaces, and a curated gallery space at ground level. The Head of Twentytwo will be an ambassador for the building, leading, mentoring and managing a core team of 14 professionals with over 100 support staff. Twentytwo seeks to set new global standards for a large scale commercial development, and this is a unique opportunity to lead an internationally unique and iconic building, driving change and innovation within the real estate industry. The project is currently in the development, leasing and set-up phase, with completion due in the second half of 2019. AXA Investment Managers will actively manage the asset after completion as a long term holding. , l C e r lic t, f r t in t tim t ly f r t int t f f Op rations. 22 Bishopsgate is a unique offic development currently being built i partnership bet een I t t r i t r l t . Invest ent anagers has a proud record of delivering ajor develop ents across Europe, including in the past 5 years h dquarters for businesses like Amazon, Clifford Chance, Googl and IBM. 22 Bishopsg te has b en d signed from the out et as a community for around 12,000 people and ill be a ajor evolution of the traditional office building. It includes many unique and original elements that aim to make the offic a human place to work, addressing ocial, wellbeing, convenience, environmental a d pro uctivity needs of both the people and businesses that will occupy and visit the building. 22 Bishopsgate will have over 3 acres of communal space offering a diverse mix of facilities including a food arket, gy ith climbing all, ellness retreat, business club, cycle park, innovatio hub and learni g zone, flexible and project workspaces, and a curated gallery space t ground l vel. he ead of Operations will be an a ba sador for the building an responsible for leading all operations (soft servic s, fabric maintena ce and logistics) throughout 22 Bishopsgate deliv ring via the very best ervice partners in the industry including cleaning, front of house, bicycle st re, security and fabric maintenance. The project is currently in the development, leasing and set-up phase, with completion du in the second half of 2019. AXA Investment Managers will activ ly manage the asset after completion as a long term holding.
Contents Introduction Key Facts Community Spaces RoleDescription Programme&Process
A PLACE DESIGNED FOR PEOPLE
A VERTICAL BUSINESS CAMPUS A place where people and ideas thrive, and businesses benefit as a result.
• The first vertical business campus in Europe • A diverse population of 12,000 people • 1.275 million sq ft of adaptable workspace • 100,000 sq ft of active community spaces • 62 floors
COMMUNITY SPACES SUMMARY
THE GYM Level 25
THE CLUB Level 57
THE RETREAT Level 41
THE GALLERY Levels 58 — 61
THE EXCHANGE Level 07
THE BIKE PARK Downstairs
THE MARKET Level 02
THE ART WALK Ground
Role Description Head of Twentytwo Reporting Relationships Direct Manager: Head of Central London Property & Asset Management Reports: Head of Engineering Customer Experience Manager Head of Logistics Head of FM Head of Security Executive Summary The Head of Twentytwo is responsible for curating the owner’s vision and brand for the property, as well as managing overall performance of service delivery to occupiers, and optimising customer relationships and satisfaction. Working in close collaboration with the owner and JLL’s Property Management team, the Head of Twentytwo plays a key role in the development of strategies to continuously advance performance of the site team. In conjunction with JLL Contract Director, the Head of Twentytwo assumes overall responsibility for the management of all service matters within the property and will perform the role as the primary owner representative with all internal and external stakeholder interfaces. Role Description Head of Operations – 22 Bishopsgate Background and Objective The H ad of Operations (which deputises for the Head of 22 Bishopsgate) is principally responsible for implementing and managing th high standard of operational services in Security, Horizontal and Vertical Cl aning, Reception, Planned Fabric Maintenance nd Logistics required at 22 Bishopsgate, ensuring consistent, seamless and efficient standards are met, to ensure the Occupiers and their visitors can focus on their core business. The Head of Operations ensures that the service partners perform as a cohesive tea reflecting the vision and ambition of 22 Bishopsgate. The ole requir s the ffective management of these partners to provide the services within the scope, budget and in accord nce with their contractual obligations, service level agreement’s and key performance indicators.
Technical & Operational • Ability to operationally manage the outputs and performance of the building, meeting its various responsibilities under the contract. • Ensuring that the quality of service is achieved through world class performance to the agreed KPIs. • Develop and implement operational best practices and working initiatives. • Carry out all other general operational tasks as directed by the Head of 22 Bishopsg te within an appropriate timeframe. • Implement continual improvements to the department’s service delivery. • Ensure building regulations, statutory obligations, legislative compliance and best working practice are delivered. usto er Orientation • Oversee the management of the ‘concierge’ lifestyle services within the Reception service ensuring it supports and meets the requirements of the Community Experience Strategy. • Foster and develop a unique One Team relationship between the management team, service partners and all other stakeholders to create a seamless and unified customer experi nce. Customer Orientation • Personality and standing to be an ambassador for the brand, representing the building, owner, JLL, occupiers and community. • Deliver and exceed expectations relating to a quality of service to all customers of Twentytwo. Operational / T chnic l • Assume principal responsibility for the management and coordination of 22 Bishopsgate’s operational strategy.
Engagement & Communication • A natural and eloquent communicator who is comfortable interacting with a range of stakeholders. Be comfortable dealing with occupiers, contractors, colleagues and members of the wider London Community, articulating the vision and purpose of Twentytwo at all times. Engage ent & Co unication • Complete regular 1-2-1 meetings with all key occupier stakeholders in conjunction with the Community Experience Manager and report back to Head of 22 Bishopsgate. • Monitor and manage all forms of serv ce partner communications with all stakeholders, in accordance with the 22 Bishopsgate’s communications plan. • Adopt and communicate the team and building brand visions and values in undertaking all duties, ensuring those working within your department and under your management follow your le d. • Actively engage with the Service Partners to provide interactive updates on market trend and intelligence in their specialist areas. Contract and People Management • Engag with service partners and develop a partnering ethos with their senior man g ment, account management d operatives. Ensuring all Service Partners operate as a collective and collaborative 22 Bishopsgate team. • Lead by example to represent the brand values and deliver set objectives. • D velop nd im lement procedur s, standards and guides for operational excellence. • Continually improve 22 Bishopsgate’s service partner’s productivity standards. • Contract Management includes but not limited to: Security, Cycle Facilities, Horizontal and Vertical Cleaning, Reception Services, Logistics and Fabric Maintenance. • Effectively manage the allocated service partners and their contract performance, including managing key relationships, monitoring contract administration and driving operational improvements; ensuring work output is in line with contractual obligations. • Meet monthly with core service partners and ensure Key Performance Indicators (KPIs), Service Level Agreements (SLA’s) and reports are completed promptly and accurately. Financial & Commercial Acumen • Lead the team to develop effective and accurate asset plans, budgets and financial reports. • Work collaboratively with the owner to develop strategic plans for the property, focusing on the asset positioning, leasing, capital works and marketing strategies.
ABUNDANT LIGHT AND VIEWS
Personality and Behaviors • Leading by example with good persuasion and change management skills. • Ability to remain calm and focused in dealing with reactive matters and troubleshooting. • Approachable, empathetic, diplomatic and good listener. Financi l and Commercial Acumen • Produce operational budgets and prepare cost forecasts. • Ensure all contr cts are maintained within the agreed budget, and seek alternative ways to improve customer service and reduce expe iture. • Regularly monitor financial performance against service charge and non-recoverable budgets including formal quarterly varianc reporting. Ensuring the YE service charge accounts are reconciled. • Assisting with the formulation and management of the annual 22 Bishopsgate service charge and non-recoverable budgets.
Application Process & Timeline
Application Closing Date – Monday 13 th August 1st Round Interviews – 21st & 22nd August 2nd Round Interviews – 2 9th & 30th Au g ust Panel Presentation – 6th September 2018 Application Process & Timeline Application Closing Date - Monday 11th February 1st Round Interviews - 28th February I t r ie - 8th March For further i formation or to make an application please contact 22 Bishopsgate’s recruitment partner The Management Recruitment Group on 0203 962 9900. For further information or to make an application please contact Twentytwo's recruitment partner The Management Recruitment Group at email@example.com or 0203 962 9900.
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