• Living our values – be Creative, Bold and Genuine. Focus on the development of the intu “family” brand identity through World Class Service initiatives, providing the perfect shopping experience for our customers. • You have a clear vision for the application of World Class Service in all endeavours. You lead by example and instill a passion for excellence in delivering customer service. World Class Service not only relates to our customers, but to all stakeholders including retailers and colleagues. • You take a leading role in promoting our operational focus on compliance, communication, consistency and collaboration. • You support intu corporate responsibility objectives including personal support to community projects and activities. Service delivery management: • Delivery of operational services and agreed objectives on time, and in accordance with the centre operations plan (which you have designed alongside the senior centre management team), aligned with the company objectives and requirements. • Analyse and communicate performance against targets, including KPI status (balanced scorecard), service delivery and commercial performance. • Manage the delivery of services to ensure all people (customers, retailers and staff) are safe and secure. Statutory compliance must be an absolute priority for you, with the operations team organised and focused to deliver 100% compliance. • You own the operations manual at your centre and ensure embedment of the individual departmental requirements, including Steps 2 Success. • Manage the development of quality assurance best practice leading to ISO9001 and 14001 qualification for intu (Retail Services). • Implementation and management of centre based continuous review processes; leading continuous improvement plans and projects to ensure the delivery of exceptional customer experience and brand consistency through best practice. Financial & commercial performance: • Management of service charge and commercial activity, focusing on non-recoverable income growth and demonstrable operational excellence. Liaise closely with the general manager /RCD and department managers to identify growth opportunities and income / profit maximisation. If the centre has a paying car park, you will be responsible for the management of the car park budget and revenue growth. • To monitor income and expenditure against departmental budgets, to oversee departmental managers, and to forecast and account for variances. • Development of innovation and best practice standards across all operational aspects of service delivery. Use systems such as CAFM to better understand the centre requirements, and use this knowledge to focus on the opportunity to deliver sustainable savings. • Sign off and acceptance of all tender requirements ensuring technical, operational and commercial objectives are achieved and in line with business objectives.
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