Head of Operations

CBRE Group; Luton; On-site; GBP 40,000 - GBP 60,000; Full time

Job summary

A global leader in commercial real estate services is seeking a full-time Operations Manager based in Luton. The role involves managing all operational activities at the Shopping Centre, ensuring compliance, and motivating service partners to deliver high standards. The ideal candidate will have experience in facilities management, strong leadership skills, and be NEBOSH qualified. This position offers an opportunity to work in a dynamic environment, driving operational excellence and ensuring best value for the centre’s financial performance.

Benefits

Professional development opportunities

Collaborative work environment

Global career opportunities

Qualifications

• Experience within the facilities management sector or service-driven environment.
• Proven ability to understand and analyse data and create/recommend solutions to problems.
• Constantly updating knowledge of legislation and statutory compliance relating to property management.

Responsibilities

• Proactively manage all operational activities for the Shopping Centre.
• Develop and implement effective employee recruitment, development and management plans.
• Ensure effective management of compliance and maintenance of all records and systems.

Skills

Analytical Thinking

Commercial Awareness

Guest Focused

Decision Making

Planning and Organising

Results Focused

Team Working

Education

NEBOSH qualified

Tools

Word

Excel

databases

Job description

This position is full time, permanent and based at Luton Point, Luton. We would also consider appointing on a fixed-term basis.

Role Purpose

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.

Role Specific Particulars

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.

Key Responsibilities

People

• 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

Commerciality

• 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

Quality Control

• 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

Compliance

• 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 Vanity, Deepki & E-log books and any other systems that are introduced by CBRE or the Client.
• To understand and maintain Client reporting requirements and to supply all relevant data for GRESB, ROSPA and other client reporting portals as required in the PMA.

Person Specification/Requirements

• Able to build and maintain client, occupier, guest and supplier relationships
• Experience within the facilities management sector or a service driven environment
• Experience of successfully delivering a wide range of complex projects within strict parameters
• Proven ability to understand and analyse data and create/recommend solutions to problems
• Ability to work with a broad spectrum of internal and external contacts
• NEBOSH qualified
• Constantly updating knowledge of legislation and statutory compliance relating to property management
• Understand the principles of contract law
• Apply the principles of service charge management to ensure compliance with all regulatory and procedural requirements
• Understand how property is constructed and how plant works
• Able to use IT software such as Word, Excel, and databases

Competencies

• Analytical Thinking
• Commercial Awareness
• Concern for Impact
• Guest Focused
• Decision Making
• Planning and Organising
• Results Focused
• Team Working

Why CBRE

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values — respect, integrity, service and excellence — and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.