Job Description

Purpose of the Role

Operations Manager - Role Overview


The Operations Manager is responsible for the day-to-day running of the estate and for supporting the overall business operations and associated stakeholder relationships.


Working closely with the Centre Manager, the Operations Manager will manage all on-site contracts, run all KPIs, and ensure the site operates smoothly.


The role involves maintaining high operational standards across the estate, overseeing onsite contractor, and ensuring Health & Safety compliance, and promoting best practices across both soft and hard service delivery.


A strong financial acumen is essential the Operations Manager will be expected to understand, manage, and set service charge budgets, ensuring they are delivered under budget each year. Responsibilities also include keeping on top of all on-site trackers to ensure accurate financial and operational monitoring. Experience working with technical service partners and a good understanding of lifecycle asset management is also desirable.


The successful candidate will possess a solid operational business background and the ability to translate strategic objectives into tangible on-the-ground success.


Ultimately, this role requires a proactive, hands-on individual who can combine strategic thinking with exceptional delivery working collaboratively with the Centre Manager and wider team to deliver excellence across all areas of estate management.

Key Responsibilities

Working with delegated operational team to deliver;


Operations

Maintain both shopping centre and residential estate to the highest standard at all times. Conduct regular inspections of public areas, tenant units, and communal spaces. Ensure all fabric, plant, and machinery are maintained and comply with statutory requirements. Ensure compliance with all Health & Safety regulations, codes of practice, and statutory obligations. Oversee contractors and service providers, including health and safety documentation, permits, and RAMS compliance. Collate and approve routine invoices and purchase orders for non-routine expenditure. Maintain Tenant Handbooks and liaise with tenants/residents on compliance matters (shop front cleanliness, refuse management, key holders, etc.). Supervise service contracts and maintain up-to-date records of all work carried out by outside contractors. Attend all management, stakeholder, and operational meetings as required.

Safety & Security

Ensure day-to-day operations of both shopping centre and residential estate are compliant, effective, and efficient. Maintain secure and tidy service areas, control vehicular traffic, and monitor access points. Record all accidents and near misses; respond to serious incidents according to Crisis Management plans. Liaise with tenants, residents, and authorities (Police, Fire Brigade) on all security matters. Implement insurance risk control requirements and monitor security keys.
Financial Management

Assist in setting annual service charge budgets for the shopping centre and residential estate. Monitor monthly reports, ensuring budgets are met or underspent. Identify opportunities for savings and efficiencies year on year. Keep on top of all on-site trackers to ensure accurate financial and operational monitoring.
Tenant/Resident & Public Enquiries

Handle enquiries from tenants, residents, contractors, and the public professionally and promptly. Regularly inspect units and communal areas, addressing maintenance and compliance issues.
Public Relations & Partnerships

Develop and maintain good relationships with local authorities and agencies, including police, fire brigade, and public transport providers. Oversee and ensure safe delivery of promotional and marketing activities for the shopping centre and community events.
Staff Management & Development

Work with all on-site management staff and contractors to achieve operational goals. Identify and implement training and development programs for staff. Ensure all staff and contractors are smart, professional, and well-presented at all times.

Skills, Knowledge and Experience

Candidates will be required to demonstrate the following:

Essential

Operational experience at managerial level 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. Experience in setting up and administration of detailed record keeping systems. Financial management / budget setting 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. NEBOSH or IOSH Health & Safety qualifications.

Desirable

.

Ability to use full range of Microsoft applications inc. Word, Excel, PowerPoint, Outlook. First Aid qualifications. Previous experience in crisis management / serious incident management.

Working Hours - 37.5hrs (5 out of 7 days to allow weekend duty)


Salary - 45k to 50k



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Please see our Benefits Booklet for more information.