Portfolio Operations Director (Associate Director) -...

Purpose of the Role

Reporting to the Head of Central London Operations, supporting the Management Surveyors in the delivery of the divisional strategy with particular focus on the five pillars of RISE, ensuring a high quality property management service is achieved across the Central London portfolio for the benefit of Savills clients, occupiers and customers.

The Portfolio Operations Director will have specific responsibility for implementing the operational strategy, objectives and business plan, ensuring a clear focus on growth and the implementation of RISE, as well as ensuring connectivity to Savills Property Management is maintained at all times. The role will require an awareness of cost control and budgeting, whilst ensuring statutory compliance, governance and customer service policies are in place to serve managed sites.

The role will be a strategic appointment working with the CL Ops team to deliver upon strategic objectives and provide leadership to site based colleagues, ensuring our service delivery is consistent and in line with industry best practice and business guidelines.

To work in conjunction with the wider Central London Ops team including hard services colleagues, liaising with and assisting the Savills procurement team in major tenders, quarterly service partner meetings, disputes or debt issues.

Key Responsibilities

· To enhance the operational model across the portfolio, spending time with and on sites to understand requirements and provide an interface to the Head of Central London Operations and wider business.

· Support both the London Business Space team and Head of Central London Operations in applying a solid business plan, focusing on enhancing best practice.

· Work with all elements of our business to consistently evolve our operational model.

· Embrace and champion ongoing development of the Savills customer service portals such as Cureoscity and compliance monitoring systems like Service Excellence Metrics (SEMs).

· Assist the London Business Space team and Head of Central London Operations in ensuring financial performance is maximised, reviewing recoverability of cost and generation of income as well as contributing where appropriate to financial reviews.

· Oversee day to day liaison with surveyors, RFM’s and operational staff to ensure clear lines of communication between SMR and the core Savills PM business.

· Ensure an effective operation of H&S and environmental compliance with all legal and statutory requirements across the portfolio. Liaison with the central functions responsibility for the delivery of services across the wider business.

· Identify and implement opportunities to take service lines in-house via the introduction of Savills Engineering and Design Consultancy, Savills Earth, Workforce+ and the FM Service fee.

· Work with internal service line leads to gain feedback on service and develop service lines to ensure we are delivering the very best in service.

· Attendance at pitches and supporting business development initiatives, as required.

· To act as a mentor to junior members of the Central London Operations team and ensure that their development and progression is managed to allow them the best chance of success.

· Work with colleagues in the Central London Ops team and Savills Pathways to develop individual training modules and plans for all staff within Central London Operations.

· Provide ad hoc support leadership and guidance to managed sites and where required step in to provide interim on site management as required.

· Consistently evaluate existing contractual relationships with service partners at site and ensure the services provided by our partners, is in line with the agreed specification. Ensure that any shortcomings in service delivery are dealt with swiftly and reported back to the Supply Chain category teams.

· Production and co-ordination of information/reporting, in line with Savills and client requirements.

· To carry out annual appraisals for any SMR staff under your leadership and ensure that 6 monthly reviews are completed.

· To act as Operational Client Relationship Manager for agreed clients and liaison with the management surveyors as appropriate.

· Provide input or lead on industry leading awards applications. This could include liaising with both hard and soft services partners for entering awards from application through to finalists.

· Provide input to the mobilisation team and M&E management teams, in conjunction with Hard services Portfolio Operations Director in your team, on new instructions or developments both pre and post practical completion or management handover.

Skills, Knowledge and Experience

Candidates will be required to demonstrate the following:

• Self motivated individual with excellent interpersonal skills.

• Excellent organisational and time management skills, with a degree of flexibility.

• Ability to take on delegated authority and act independently.

• Ability to handle a large number of projects with a broad range of customers, suppliers and property owners.

• Experience and knowledge of achieving high standards in property management on multi let sites.

• Knowledge and understanding in preparation of service charge budgets; ensuring agreed times and costs are adhered to.

• Understanding of not only operational property management but an understanding of building infrastructure and statutory legislation.

• Strong overall experience in a similar position or operational leadership role.

Working Hours - 37.5 hours

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Please see our Benefits Booklet for more information.