Job Description

Purpose of the Role

People, Planet, Performance, Progress - King's Cross' ambition is to be a global exemplar of progressive city life. Inclusive, humane, modern urban city living.

This is one of two positions responsible for leading the property management teams, enhancing the value of the properties through excellent customer service, well maintained and efficiently run facilities and through effective service charge management. The role will lead a team to provide consistently excellent service to occupiers, their staff and visitors, ensuring compliance with regulations and Savills' procedural standards, managing customer relationships and supporting the delivery of asset value, overseeing the maintenance, safety, and administration of the properties.


Key accountabilities for the role are to :


To support the Head of Property Operations with the day-to-day management of the currently 11 strong team of Property and Assistant Property Managers, being the initial point of escalation for the PM Team, supporting their development and driving operational excellence within the PM function at KX.

To allow the Head of Property Operations to devote additional time to driving operational consistency and innovation within the Property Management function at KX.

Drive service excellence culture within the teams, championing the KX Values and driving ESG priorities. The Senior Property Manager (SPM) will be responsible for the delivery of day-to-day operations within commercial buildings on the KX Estate, managed by the property team.


They will ensure that the contractual obligations to our occupiers are met and exceeded in a consistent, proactive and professional manner, in keeping with the values and policies of the site-based team.


They will be responsible to drive an operationally efficient and commercially competitive environment within the commercial properties, always protecting the value and reputation of the owner' assets.


The SPM will support the Head of Property Operations (HoPO) work in driving a culture of innovation, enhanced asset values and world class customer service.


The SPM will be the first escalation point for Property Managers, occupiers and services partners associated to the commercial buildings at King's Cross.


They will work with the KCES team and wider Savills team to ensure all involved are delivering to the appropriate standard set by the head of property operations and senior KCES management team


They will drive, implement and maintain the usage of effective management systems and procedures in the delivery and continuity of service of the security, M+E, Cleaning, Health & Safety, customer experience within the building and wider estate. They will ensure a consistency of implementation and delivery of these is achieved by the whole property team.


The Senior Property Manager will actively contribute and drive standards of the management of Health, Safety and Wellbeing for all users of the King's Cross Estate and drive initiatives across the estate. They will be responsible for ensuring all in the PM team actively feed into this and support initiatives around this


The Senior Property Manager will work with the Head of Property Operations and the rest of the property team and ensure any objectives and initiatives set and implemented in the most efficient, ethical and pragmatic way possible. They will be directly responsible for managing any Property Managers that fall under their responsibility, this includes but not limited to - performance, delivery and progression.


The Senior Property Manager will work with the surveying team to ensure all of the PM team set and manage economically competitive commercial service charge budgets within the agreed timeframes. Through the Property Managers, they will also be responsible for the delivery of controlled spend throughout the service charge year and ensure all quote are sourced in line with the Savills procurement policy by the team.

Customer service/ Stakeholder Engagement

Work closely with the General Manager, Head of Property Operations and KX Customer experience/ relationship manger to shape the customer experience approach for commercial occupiers. Ensure the agreed strategy is adopted and embraced by the whole property team. Develop and maintain a professional understanding and close working relationship with appropriate occupier representatives and become the main point of contact and/ or escalation for occupiers with across the site. Support the HoPO in ensuring the PM team are continuing to develop, maintain and nurture professional relationships with the occupiers across the portfolio. Flag any areas of concern to the HoPO and activity manage the team to implement changes where required Encourage frequent and open communication and flow of information on relevant building issues with occupiers across the estate. Work with the service partners and other Savills colleagues who may interact with the occupiers to ensure a consistent approach to communication is used across the portfolio. This should include the method of communication used, tone, content, and language by the PM team. Actively engage with wider Savills property team to ensure that we stay abreast of industry trends, drive innovation and operational excellence across the estate. Develop and maintain a professional working relationship with all service partners across the estate. Encourage frequent and open communication and flow of information on operational items, possible initiatives and will be a point of escalation. Develop and maintain a professional working relationship with the relevant departments within the clients organisation. Support the PM team in building these appropriate professional working relationships also. Where applicable, to work closely with the client leads, Savills mobilisation team and other departments in supporting the mobilisation of assets as they complete and manage the seamless handover into management. Ensure that good relations with all key stakeholders are established and maintained by themselves and the rest of the PM team

Force for Good

Actively engage in all ESG initiatives across the estate and drive the adoption of policies and procedures and will ensure these are adhered consistently across the KX commercial portfolio Ensure that the sustainability and social value ESG agenda is fully embraced with the team and that they are fully aware of the drivers for change. Actively drive initiatives set by the HoPO and the senior leadership team. Be abreast of any new initiatives, which could improve ESG performance across the estate and work with the PM team on the implementation of these Ensure that ESG initiatives are discussed with all occupiers at monthly meetings and promoted where possible Work with the Asset Managers and Savills site team to support the client's events and community programmes across the commercial portfolio Ensure ESG initiatives are considered during the development of capex and service charge budgets with all of the PM team in a consistent way

Leadership & People Management (One Team)

Ensure all aspects of building staff training, development and general welfare requirements are identified and formally reviewed in accordance with the company training policy and appraisal process. Throughout the year, actively engage with the PM team on an individual basis to review their individual training / development requirements. Drive the PMs, and their own, personal development to ensure the team are striving to progress and grow in line with the agreed KCES/ Savills goals Take ownership of the King's Cross vision and values ensuring that they are fully integrated into all of the building services across the portfolio. Activity ensure a self - motivated and can-do attitude is promoted within the PM team at all levels and a culture of support and openness is reenforced consistently. Ensure a methodical, measured approach is promoted and encouraged throughout the team when resolving issues. To provide support / training to those in the team that need development in this area Drive to be a leader of people, capable of getting the most out of their team by mentoring, coaching and motivating them to deliver operational excellence. Provide outstanding personal leadership to maintain the highest standards of service delivery encompassing innovation, sustainability and customer focus. Manage and develop property managers effectively, measured by feedback and performance. Support the PMs in this approach with the development of the assistant PMs Ensure property managers receive designated training and site inductions, and additional approved training for professional development. Develop and nurture a highly effective professional relationship with the Service Partners to ensure the portfolio meets and exceeds all statutory compliance and fosters a culture of outstanding. Flag areas of concern to the HoPO and drive improvements

Operational

Service Partner Management

Ensure that all building key service commitments related to the commercial portfolio are completed in line with company policy. Ensure the PM team run monthly KPI meetings with all service partners, encouraging open discissions with the services partners on performance in an fair, honest and professional way. Ensure a consistent approach is delivered with the evaluation of performance Promote the recognition of excellent performance of contractors or service partners throughout Kings Cross. Reenforce positive service where possible Ensure that underperformance of service partners is discussed and documented with the appropriate people. Areas of improvements should be discussed with the services partners and clear, realistic targets agreed. Flag concerns with performance to the HoPO In situations where underperformance of a service partner does not improve the agreed escalation process should be followed and also discussed with the head of property operations Pro-actively procure, following the company tender guidelines where required, building and contracted services. Develop and maintain a professional working relationship with all service partners across the estate. Encourage frequent and open communication and flow of information on operational items and possible initiatives. To be a point of escalation or support when required by the team Have an understanding of the key technical, building, fabric, specialist stakeholders and supply chain to ensure faults or conflicts can be escalated and resolved in a timely manner Promote strong relationships with the management teams of all site delivery partners and ensure all parties work in a harmonious manner in support of the estate. Lead on driving best practices within the team and, with the support of the HoPO, implement appropriate training to the PM team.

Compliance

Work closely with the Head of Property Operations and the KX Health & Safety manager to ensure the best practice is delivered implemented and delivered across the PM team. Seek out opportunities of improvements within the operation and highlight to the above people Ensure that Health & Safety, emergency procedures and safe working practices are established, maintained and conform to current legislation. Conduct regular checks to ensure a the team are operating to a high standard across the portfolio Ensure the PM team are conducting monthly building inspections to a high standard and ensure actions are completed in a timely manner. To conduct inspections of all buildings throughout the year Ensure occupiers and KCES staff are provided with a safe environment in which to conduct their core business activities. Take all reasonable measures to ensure that occupiers remain aware of their obligations in respect of the building incident procedures and risk assessments and that the legitimacy of the document is not in any way compromised. Proactively monitor this across the team Ensure that every incident and accident is fully recorded, reported (including to insurers) and investigated and any remedial measures diligently attended to. Proactively monitor this across the teamAct as custodian and ensure that all aspects of the relevant KCES manuals including Operations Manual, Health & Safety and Accounts Manuals are complied with and accurately reflect recorded amendments. Ensure completion of accident forms and upload records and related evidence to the Portal and insurance company notifications in accordance with KCES policy Comprehensive understanding of property statutory compliance guidelines. Ensure the PM team have a comprehensive understanding of this also. To flag areas of concern to the HOPO and facilitate the relevant training and/or guidance Health & Safety experience / qualifications - IOSH or above Work with the technical team to achieve full compliance with statutory legislation and ensure that all records are fully maintained and available for inspection through the appointed CAFM system and nominated risk management system. Work closely with the Senior Engineering Manager to ensure both teams are working together to collectively full compliance with statutory legislation is being met and new ways of working to drive efficiently are being explored Ensuring statutory reporting obligations relating to the FM operation are monitored monthly and any issues or tends flagged to the Head of Property Operations. This should include statutory compliance, health and safety risk actions and sustainability actions. Flag areas of concern within the team to the HoPO Ensure all information captured on health & safety systems and data basis is up to date and to a high standard by the PM team Ensure any documentation associated with the building, such as emergency procedure, building handbook, tenant fit-out guides are reviewed annually by appropriate person. Ensuring all documentation is completed to a consistent quality and style across the portfolio Ensure all actions following risk assessments and audits - GRA/ FRA/ DDA/ WRA, are completed within the timeframes advised by yourself and the PM team

Maintenance & Engineering

Work closely with the senior engineering manager to ensure both teams (property and engineering) are working collaboratively and discuss/ implement areas of improvements and efficiencies. Keep the HoPO informed of these and highlight areas of support required Work with the Savills engineering team and M+E service partner to ensure a consistent approach is applied across the team so all PPMs and reactive tasks are completed within the buildings to a safe, timely, complaint level. Work with the Savills engineering team to ensure all assets within the building are maintained to an optimum level. Discuss areas of improvements to the senior engendering manager and keep the HoPO informed of these and highlight areas of support required With assistance of the engineering team, ensure that lifecycle and future planning/ replacement of plant equipment is continually reviewed throughput the year by the team. Associated costs to be discussed with Head of Property Operations and surveyor Ensure regular reviews of permit and helpdesk system are taking place by the team so systems are up to date and housekeeping taking place Oversee and ensure house rules & regulations and procedures are followed and permits to work for all contractor activities within the building are raised. Have an appropriate level of understanding of building plant equipment, maintenance, and compliance by yourself and the PM team. With the support of the HoPO, lead on driving development and education within the team and implement appropriate training for the PM team. Have a good knowledge and experience with regards to work permits, occupier fit outs, landlord works. Understand when additional assistance/ sign off is required by senior and/or specialist professional

Service Charge / Set Up / Management / Reconciliation

Oversee the production of the annual building service charge budget and management accounts by the team, coordinating the input of internal resources and ensuring strict adherence to the published programs Comprehensive understanding and experience in service charge management and budgeting. Ensure monthly reviews of service charge spend is carried out by the team, capturing: manual movements sent to accounts team and housekeeping of orders is actioned. Ensure missing invoices are raised with suppliers by the team. Ensure all Savills colleagues involved in the operations of the building have an understanding of the financial boundaries with the building service charge. Ensure all works and orders are reviewed by property managers before instruction. Ensure all with access to service charge funds raise and process orders in the agreed way set by the head of operations Ensure any overspend or concerns with survive charge levels are discussed with the Head of Property Operations and surveyor at the earliest opportunity Demonstrable understanding of RICS code of practice Lead on driving best practices within the team and, with the support of the HoPO, implement appropriate training to the PM team.

Skills, Knowledge and Experience

Experienced in property/facilities/building management role for commercial asset Experience in service partner management Experience in driving culture change and managing standards and values across a team Able to manage a variety of people both directly and via service providers. Experienced in being a point of escalation for internal team members, clients and service partners Have a good knowledge and experience with regards to work permits, occupier fit outs, landlord works. Interest in sustainability and ESG initiatives, and driving change and impact across assets Experience of setting and managing a service charge budget Demonstrable knowledge of RICS code of practice Excellent communication skills and relationship builder Confident understanding of building plant equipment, maintenance, and compliance. Comprehensive understanding of property statutory compliance guidelines. Qualification of IOSH or NEBOSH To be experienced in working alone and or as a part of an integral team to deliver the Vision and Values of King's Cross. Professional, measured approach with strong work ethic
This is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your role within the organisation and the changes in the wider King's Cross Estate development.


Working Hours - Monday - Friday 09:00 - 17:30 - Core Hours - Rotational on call and some out of hours required dependant on business demands



Please see our Benefits Booklet for more information.