Head of Operations

HEAD OF OPERATIONS RETAIL BEDFORDSHIRE Upto £60,000k

You will lead and coordinate all day-to-day operational functions across the centre, ensuring the highest standards of safety, presentation, compliance and customer experience. With a number of lifecycle and investment projects planned over the coming years, this role requires confidence in managing risk, business continuity and complex operational programmes.

KEY RESPONSIBILITIES PEOPLE -

• Take ownership of recruitment, development, retention and performance management plans
• Motivate and lead service partners to deliver consistently high standards
• Support and collaborate with colleagues, fostering a strong "one team" culture
• Build effective relationships with internal teams, occupiers, contractors and key stakeholders
• Deputise for the Centre Director when required, ensuring clear communication on all operational matters

COMMERCIAL & FM -

• Develop and manage all operational budgets, ensuring effective cost control and value for money
• Closely monitor service charge expenditure and oversee ad hoc and project works
• Develop and deliver the Planned Preventative Maintenance (PPM) programme, prioritising major works and minimising disruption
• Coordinate tendering and contract management for hard and soft services
• Actively manage service partners against agreed KPIs
• Support the shop fitting process from instruction through to retail delivery
• Ensure occupier queries are addressed efficiently through the appropriate teams

QUALITY & PRESENTATION -

• Maintain a positive image of the centre at all times
• Carry out regular internal and external inspections, ensuring issues are resolved effectively and permanently
• Work closely with service partners to maintain presentation standards and drive service improvements
• Lead and coordinate on-site projects, acting as the key operational liaison
• Maintain accurate records and produce reports for the wider business as required

COMPLIANCE & RISK -

• Proactively manage operational risk alongside the Centre Director
• Ensure life safety systems and procedures remain current and effective
• Maintain audit-ready compliance systems and records
• Oversee environmental and sustainability initiatives aligned with Responsible Property Investment principles
• Manage insurance-related matters on site
• Ensure KPIs set by the client are achieved
• Maintain utility and technical data across relevant systems and reporting platforms
• Provide accurate data for industry and client reporting requirements (e.g. GRESB, ROSPA)

YOUR IDEAL EXPERIENCE & KNOWLEDGE -

• Strong background in facilities management or a service-led operational environment
• Proven experience delivering complex projects within tight parameters
• NEBOSH qualified
• Solid understanding of statutory compliance, contract law and service charge managementli>
• Good technical knowledge of building construction and plant systems
• Confident user of IT systems including Word, Excel and databases
• Duty Management

YOUR IDEAL SKILLS & QUALITIES -

• Analytical Thinking
• Commercial Awareness
• Decision Making
• Planning & Organising
• Results Focused
• Guest Focused
• Team Working

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