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Operations Manager - Lakeside Shopping Centre

Operations Manager - Lakeside Shopping Centre

Posted 8 April by Savills Management Resources

Purpose of the Role

The purpose of the Operations Manager role is to lead, support and encourage teams to ensure the overall smooth running of the centre. An effective people manager who achieves results through setting high standards for the team, ensuring all teams are aware of and working towards the centres Business plan and company objectives. Building a one team approach to ensure we maintain a safe and pleasant environment for our customers, tenants and staff.

Key Responsibilities

  • Effective management and development of staff in particular Departmental Managers, to ensure they are empowered at all levels to deliver the centre Business Plan objectives, as well as delivering the very best results for both the Hard and Soft services divisions.
  • Effective HR management, working in partnership with onsite team and HR Business Partners, to ensure compliance with with employment legislation, HR policies and procedures.
  • Ensure all company policies are understood, implemented and incorporated in daily site operations and communicated, as appropriate to contractors and operators.
  • Maximise cost efficiencies and productivity, working with the Centre Director and Finance Co-Ordinator in building & delivering the annual service charge budgets.
  • Working in tandem with the Retail Liasion Manager to ensure compliance with Tenants Handbook.
  • Supervise service contracts and build relationships with Service Providers to ensure the best service and value for money is achieved.
  • To ensure that the Monthly Management/Compliance/H&S Reports are accurate and delivered on time and to a high standard.
  • Ensure compliance with operational requirements and standards.
  • Attend all management meetings (inc Cluster Meetings) both on and off site as required.


  • Oversee the delivery of operational services and and agreed objectives on time, in accordance with centre Business Plans as well as aligned company objectives and requirements.
  • Analyse and communicate performance against targets, including KPI’s
  • Maintaining the centre to the highest standard at all times.
  • Minimising the liability risk exposure of the owner.
  • Ensuring that all plant and machinery are fully maintained, with all health and safety details of the contractors available on site.
  • Considering and reporting all items of repair, improvement and replacement to the Centre Director, Property/Asset teams.
  • Work alongside Centre Director to manage ESG requirements through development of quality assurance best practice, leading to qualifications such as ISO14001 and BREEM

Safety & Security

  • Ensure that the day-to-day running of the centre is carried out effectively and efficiently, with all employees well presented whilst carrying out their duties and providing assistance where required to customers and tenants.
  • Manage the operational functions of the centre to ensure business continuity, co-ordinating activities of Hard and Soft Services senior management, which in turn will ensure coverage is maintained at all times in a Duty Management capacity
  • Ensure all accidents and near misses are recorded and investigated appropriately, with actions followed up.
  • Provide additional support to Centre Director in lead response to any serious incidents within the centre.
  • Ensure that all Fire, Health and Safety regulations are adhered to throughout the Centre by ensuring regular inspections are undertaken.
  • Ensure Health and Safety Records are maintained in accordance with the frequency required by on site Health and Safety manual.
  • Walk the public areas on a regular basis, checking on cleanliness, site maintenance regimes, landscaping etc.
  • Ensure compliance with all statutory requirements and codes of practice, as well as health and safety manuals.
  • Maintain overall control of the security operations, paying particular attention to incident response and customer care.
  • Ensure that all insurance risk control requirements are undertaken, and where appropriate make recommendations for change.
  • Ensure that Health and Safety policy is understood & complied with


  • Deal with enquiries by telephone, personal visits from tenants, contractors, the public, or whoever may have reason to make contact.

Stakeholder Engagement

  • Establishing and developing good relations and partnerships with various authorities and local agencies, notably:-
  • Local authority
  • Police
  • Fire brigade
  • Public transport providers

Marketing & PR

  • Work alongside the Marketing team to deliver high quality & safe events / promotions..


  • Support the Centre Director in the management of the larger Centre Management Team to ensure a one team approach, promoting individuals wellbeing and a healthy working environment for all staff..
  • Identifying and implementing training and development programs and pursuing suitable training solutions

Skills, Knowledge and Experience

Candidates will be required to demonstrate the following:


  • An excellent communicator, with clear decision making ability and adept in the development of ideas and opportunities.
  • Experience in the provision of maintenance services to a busy environment visited by members of the public.
  • Experience in Management of security, cleaning and maintenance staff.
  • Knowledge and/or experience managing services to an agreed budget.
  • Able to work on own initiative and meet tight deadlines.
  • Excellent communication skills.
  • Willingness to adopt a flexible approach to working patterns in order to respond to the changing needs of a retail environment.


  • Operational experience within the retail sector at managerial level.
  • NEBOSH Health & Safety qualifications.
  • Experience of liaison with Police, Fire and Government Enforcement office.
  • Non front line SIA licence holder

Working Hours - 40 hours per week Monday to Friday with some weekend working required 

Salary - £50,000 - £55,000 + benefits 

Please see our Benefits Booklet for more information.

Reference: 52197382

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