Head of Operations Point

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This position is full time, permanent and based at Luton Point, Luton.

We would also consider appointing on a fixed-term basis.

Proactively manage all operational activities for the Shopping Centre. To co‑ordinate and ensure compliance whether legislative or to comply with corporate requirements of the owners/client and CBRE.

To take ownership of all operational activities within the centre.

Motivating a team of service partners to work together to deliver to high standards of service and compliance.

To closely monitor spend to service charge budget and to ensure value for money on all project and ad hoc works. Lifecycle investment will see a number of operational projects in coming years requiring a confident approach to risk management and business continuity.

• Able to develop and implement effective employee recruitment, development, retention and management plans
• Able to ensure the team successfully delivers all specific areas of the Centres business plan
• Able to work as part of a team, supporting other team members and recognising the work of others, building a strong one team ethos
• Build and maintain relationships with other parts of the wider team
• Develop wider key stakeholders relationships with relevant organisations
• To deputise for Centre Director when required, ensuring the Centre Director is fully briefed on all relevant matters, items of concern

• Develop all operational budgets to ensure they meet the needs of the Centre, and that these are effectively managed and controlled at all times
• To develop and deliver the PPM programme prioritising major works appropriately, and works are coordinated to minimise impact
• Coordinate the tender of all hard and soft services, and associated packages in line with CBRE procurement processes and procedures
• Actively manage service providers to ensure best value and performance against set key performance indicators is archived
• To monitor all activities relating to the Centre, reporting and taking action as appropriate
• Ensure any queries raised by occupiers are resolved by the relevant department
• To support the Centre's shop fitting process from project management instruction to retail delivery

• Developing and maintaining a positive image of the Centre at all times
• Work in partnership with the service provider to ensure standards of presentation are maintained and service improvements are implemented as appropriate and in line with KPI's
• Undertake regular internal and external inspections of the Centre and bring issues to the attention of the appropriate department, ensuring these are rectified effectively and permanently
• To develop and coordinate identified projects on site, acting as the liaison point for all parties involved
• To work with CBRE colleagues and external consultants in ensuring operational excellence at all times
• Ensure input in compiling and maintaining records relating to the Centre taking any action which may be required
• To produce regular reports to the wider business as required

• To proactively manage all risks in conjunction with the Centre Director
• To ensure effective life safety systems and procedures are kept up to date and relevant to the changing threat levels
• Regularly review all compliance systems and make and implement recommendations for ongoing improvements
• Ensure effective management of compliance and the maintenance of all records and systems, ensuring all are audit ready
• To effectively develop and support environmental management initiatives that are strongly aligned to Responsible Property Investment (RPI) and CBRE policies
• To ensure the centre achieves the KPIs set by the client, in conjunction with the Centre Director and surveying team
• Be aware of all issues and proactively manage risk and deal with insurance on site
• Management of contracted service teams to ensure all PMA KPI's are met in relation to service delivery measurements, customer experience, training and reporting.
• Maintenance of utility and technical data on Client systems including…