General Manager

Our client, a globally recognised managing agent, are looking for a General Manager to look after one of their prestigious sites.

The purpose of the role is to co-ordinate the operational day to day aspects of Retail/Leisure management complying with risk management practices and requirements including the supervision of supply partners organising scheduled maintenance via the client’s preferred CAFM system and reactive and emergency works. Also, to act as an ambassador to the client’s brand values when acting as the first point of contact for occupier queries and regular communications.

Core Responsibilities

• Helpdesk Facility - interface with the client’s CAFM provider and Service Desk to ensure the correct operation of the designated system. Respond in a timely manner to all requests for authorisation of work orders. Ensure that the information held on the CAFM system is correct and updated. Ensure that correct delegation via the CAFM system is in place during absence from work.
• Complaints – to respond to and resolve any complaints within a minimal timescale, to communicate regularly with all parties, to escalate concerns where applicable and to recommend process or service improvements as relevant. To report any complaints received from occupiers, clients, member of the public or other employees immediately to your Line Manager. Accurately updating complaints on the internal system.
• Compliance – all buildings to remain legally and statutory compliant with all inspections and repairs being completed within the specified timeframes

• Construction Design and Management (CDM) –– to identify works that should be managed in accordance with the requirements of the CDM regulations and ensure that a principal contractor is appointed to undertake all of the requirements under CDM, referring all technical proposals to the Technical Services team.
• Facilities Management Fees – ensure that all building FM/Technical Services/FOH/SHE/Staff wages/CAFM fees are correct as per the scope of services.  Fees reviewed on an annual basis and all increases correctly invoiced. All debts pursued, and monies recovered.
• Ambassadors - Seeking opportunities to add value to the occupier and clients.  Offering small personal touches to service delivery that has a significant impact on the occupier experience.  A genuine passion for delivering best-in-class service that positively enhances the client’s brand.
• Health & Safety Risk Assessments – Ensure that the following Risk Assessments are undertaken by the client’s preferred Compliance Advisors on an annual basis: - Asbestos, Fire, Health and Safety, Working at Height and Water treatment. Be responsible for the management to conclusion for all actions arising from these audits to the timescale in accordance with priority detailed in the risk management system.
• Human Resources – follow all HR procedures including absence, sickness, expense claims and performance reviews. Conduct monthly minuted one to one meetings with direct reports and complete performance management and reviews. Manage holiday and periods of absence. To work as a partnership with the HR team to ensure all individuals are respected, offered support, nurtured and developed in accordance with HR policies.  Seeking opportunities to improve working environments for the teams that protect both the physical and emotional welfare.
• Insurance Claims – in the event of an incident or accident follow the QA process to capture and report to the relevant personnel in line with escalation procedures. Using a blend of communication methods to ensure all parties are kept consistently up to date.
• Lease Requirements – to inform property surveyor immediately where tenant activity has the potential to breach occupational lease agreements, for example, infringement of “house rules”, sudden loss of tenant staff or changes to structure, out of scope requests for service, etc
• Occupier liaison – manage occupier queries in relation to Facilities & Retail Management services, those relating to the lease, service charge or tenancy in general directed to the estate surveyor responsible for the site.  Liaise regularly with all occupiers to keep them informed of actions, work and Retail activities associated with the day-to-day running of the site. To attend occupier meetings on a regular and mutually agreed basis to address problems and initiate actions associated with the property. Consistently demonstrating brand values to increase occupier experience levels.
• Payments and Invoicing - Raise Purchase orders and to code and authorise payment of invoices within approved FM element of service charge budget.
• Property Inspections – to undertake a regular inspection of the building and produce a report retained on the client’s preferred risk management system.  Analysing the results, looking for ways to improve the building and internal processes to deliver a greater stakeholder experience.
• Quality and Supervision – ensure activities undertaken by direct reports are executed in accordance with operational procedures.  Proactively coaching and training individuals to ensure the required standards are met.
• Reactive Works and Helpdesk – to ensure occupiers are made aware and utilise fully the Helpdesk facility. To oversee Helpdesk activity and ensure Service Level Agreements are achieved. Actively looking for ways to improve systems and processes to enhance the value delivered to occupiers.
• Relationships – to develop and maintain positive and client-focused relationships with surveyors, service partner chains and occupiers. Engage with town centre initiatives, such as BID. To work in partnership with onsite management and service partners/or regional site-based staff. Demonstrating the client’s core values through behaviours and personal impact.
• Risk Management and Business Continuity – develop major incident management plans for each building and occasionally test plans. Review plans annually making sure they remain fit for purpose and all supply partners engaged and understand their role in the event of an emergency.
• Service Charge – to produce and manage the service charge budgets, reconciliations and quarterly variance reports in line with the requirements of RICS Code of Practice.
• Suppliers and Supplier Management – manage all aspects of contractor day-to-day activities at site, including Health and Safety. Ensure that partners follow Rules for Contractors. Ensure that there is a service contract in place for every site-based activity and conduct audit checks on partners’ documentation, procedures and quality of work. Make sure all routine and ad hoc works undertaken using agreed supply partner procedures and policies. Undertake regular (minimum quarterly) minute meetings with partners and promote a two-way communication and sharing of information culture.  Encouraging partners to be proactive during the contract to gain the best for all stakeholders and delivery standards. Assessing both quality of work and the behaviour of the partners teams during completion.
• Sustainability Management and Routine Reporting – to update relevant information on sustainability platforms (for example BREEAM and GRESB) for applicable sites under their control. To ensure all routine reporting procedures/meter readings are completed promptly and in accordance with applicable standards.
• Marketing – Actively market the site/centre to increase footfall & Retailer engagement. Support all centre marketing activities.

Core Knowledge & Experience

• Proven track record across Retail Facilities Management
• Ability to manage and motivate a small team of Facility Management professionals, experience of leading a team including recruitment, performance management, training and appraisals.
• Operating knowledge of Output Specifications and commercial management of performance-based contracts.
• Operate in a collegiate environment working closely with property and finance teams – team player.
• Monitor and manage building cost control, budgeting and reporting.
• Good understanding of occupier and relationship management, a track record of successfully turning challenging relationships into positive working relationships.
• Experience in networking and building harmonious relationships internally and externally.
• Strong leadership skills to effectively manage and motivate colleagues, service partners and any direct reports to achieve high level customer delivery.
• Successful track record in coaching, mentoring and developing others.
• Good working knowledge of current legislation relevant to role.
• Good operational knowledge and management of CAFM – Meridian and E-Logbooks
• IT skills (MS Word, Excel, PowerPoint, Outlook, Internet)
• Good verbal and communication skills
• Ability to problem solve
• Numerate

Skills & Personal Qualities

• Solution-focused, ability to logically establish the root cause to problems.
• Self-motivated and passionate with a genuine desire to help others.
• The ability to balance customer and business priorities.
• Excellent verbal and nonverbal communication skills, able to intuitively adapt communication approach.
• High self-awareness, able to regulate emotions especially during demanding situations.
• Ability to think quickly and make decisions when problems arise.
• Be able to set and maintain high standards with an eye for detail.

Qualifications

• IWFM Level 4 (certificate) or Diploma in SCM
• H&S IOSH
• Member of a professional body such as IWFM or equivalent
• AssocRICS