Operations Manager - Role Description Job Title: Operations Manager Department: Operations Reporting to:
Regional Centre Director, dotted-line to the Retail Services Operations Director Responsible for: Service line managers including security, customer services, environmental services and technical services. In addition health & safety and training. Grade: Lead Location: This is a centre based role Hours of Work: 40 hours per week Monday to Friday, with flexibility to meet the operational requirements of the business, which includes evening and weekend duty management work. What do we want to do? Operations manager is a senior, high profile role encompassing the full array of shopping centre operations (facilities management). You are the deputy to the centre general manager / regional centre director. The purpose of the role is to lead, support and encourage teams to drive operational improvement, delivering exceptional customer experience, through “World Class Service”, and bring “Joy” to our customers. What do intu mean by world class service? We aim to create a compelling, joyful experience for our customer, which in turn means that they stay longer and return more often to our centres. This in turn helps our retailers flourish by increasing footfall and spend. You are responsible for a team of centre based departmental managers working with and through the team to deliver results for both hard and soft (integrated) services. You are responsible for the management of health & safety for customers, retailers and staff. You will be a very effective people manager who achieves results through team work and strong relationships. You will be driven by an uncompromising eye for detail to achieve high class standards in front and back of house areas, and performance in each aspect of service. Liaising closely with the Retail Services Operations Director, you will deliver and develop services in line with the strategic operational objectives, property services agreement, and implicit service level agreement. You will identify and support the development of business opportunities. You will be motivated to maximise cost efficiency, productivity and responsible for the delivery of the agreed annual operational service charge budget, along with the non-recoverable budget. If your centre has a paying car park, you will be responsible for the management of that budget and income. You will need to achieve targets and produce accurate information, operating within intu financial authority limits. You will be an excellent communicator, a clear decision maker and adept in the development of ideas and opportunities. You will have the ability to adapt to a fast-paced changing environment, and proactively champion brand initiatives. At intu we recognise that the growth and success of our company is dependent on the people we employ and the way that they are developed and grow within our organisation. In your centre you will be responsible for our strategic objective to become an ‘Employer of Choice’. What could a typical day include? Behaviour and culture: • Living the intu brand. Focus on the personal contribution you can make to the success of intu in delivering “Joy” to our customers.
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