JLL empowers you to shape a brighter way. Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. We are seeking an exceptional Operations Manager to join our premier Destination, Westquay, on the UK south coast in Southampton. This is a rare opportunity to be part of the senior leadership team in a role that goes far beyond traditional operations management. As the Operations Manager, you will have the power to inspire and influence 100 colleagues, over 150 occupiers, and nearly 17 million annual guests, transforming the experience of everyone connected with Westquay. Key Objectives Ensure all H&S and Environmental statutory and the managing agent’s best practice procedures and systems are complied with. Management of the contracted service teams, through their managers, in particular contracts associated with Soft Services, Hard Services and Vertical Transportation. Responsible for operational budget lines and assist the General Manager in the collation of the annual service charge. Manage and track progress and report on the Destinations PMR document. Ensure the delivery of the Destination’s Maintenance, Security, Cleaning, Health & Safety and Service Charge provision to the performance standards required and within the cost budgets permitted by the Client. Assist in monitoring income/expenditure derived from the car park including cost control/justification and forecasting. Ensure any documentation, Destination plans and technical drawings held locally are uploaded to JLL H&S platform and client CAFM system Key Responsibilities Deputise for the General Manager in their absence. Assume the role of Duty Manager when required. Oversee all operational and facilities management for the Destination/Estate. Ensure that all insurers’ requirements are always complied with. Liaise with JLL’s wider IFM team. Prepare and deliver operational reports as required. Further develop and ensure compliance with the Destination’s emergency planning and business continuity plan, reviewing and updating as necessary to ensure optimum effectiveness. Lead the Destination/Estate team in scenario-based training to continuously improve Emergency Preparedness. Assist in ensuring the Occupiers Handbook is updated and issued as required. Liaise with all new tenants and oversee the provision of health and safety and operational induction during shop fit period and/or within the first week of their arrival. Co-ordinate and direct Landlord’s major works. Ensure compliance with the managing agent’s Working Practices Manual where applicable. Oversee all accident and incident reporting, including insurance and statutory forms and procedures. Motivate the contractors to achieve required standards. Assist Managing Agent in any shop fit plan approvals. Liaise with owner’s representatives when required. Manage operations team, with direct line management Tenant liaison – foster good relationships and regular communication with tenants. Any other duties reasonably requested by the General Manager. Experience, Knowledge & Qualifications Ideally a recognised and certificated H&S qualification with a minimum 3 years’ experience in a Shopping Destination/FM focused environment with responsibility for managing H&S. Ideally SIA licensed DS/SG and Public Space Surveillance. Proven experience in forging relationships with key community stakeholders. Police, Fire, Local Authority. Good administrative and IT skills (Word, Excel, and PowerPoint). Good numeracy skills with at least 3 years’ experience setting and managing budgets, meeting deadlines, and working within financial limits. Strong customer relations skills, and ability to work and integrate in an already established team. Experience of contract procurement. Management of contractors (minimum 3 years) within a Shopping Destination environment. Competencies and Attributes Strong organisational skills – ability to multitask and prioritise workload. Communication – ability to communicate to all levels of the business effectively. Good written work – ability to report to management and the Client with clarity on operational issues, in a correct and precise manner Ability to work on own initiative, to listen and willingness to learn. Commercial awareness – ability to obtain best value for money and assist with identifying further income generation where possible. Team player – maintain close working relationships with all other employees of the business to assist in the facilitation of projects. Ability to demonstrate utmost discretion when dealing with all sensitive and confidential information. Results and achievement orientated to high standards. Excellent problem-solving skills with an ability to use initiative What We Offer: A primary role in the senior leadership team The opportunity to be part of a transformative experience The chance to make a significant impact on yourself and others If you're ready to take on an inspirational and aspirational role that will challenge you to excel and innovate, we want to hear from you. Apply now to be part of this exciting opportunity at Westquay, where you can truly make a difference Location: On-site –Hampshire, GBR If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table If you require any changes to the application process, please email EMEATAjll.com or call 44 ( 0 ) 20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL. JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. 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