Head of Operations - Highcross Leicester

Purpose of the Role

Highcross is a 1.1 million sqft shopping centre located within the heart of Leicester City Centre with some of the best retail and leisure brands. The shopping centre forms an integral part of the city centre with over 100 shops and over 30 cafes and restaurants and 2 large multi-storey car parks.

The Head of Operations will be accountable for delivering best-in-class operational day-to-day running of the Centre, but also responsible for devising and implementing the long-term strategic operational vision for the Centre.

Responsibilities cover both the facilities and technical aspects of operations, including Maintenance and Engineering, Centre Safety, Security, Cleaning and Landscaping. All elements must be delivered in alignment with Highcross’ net zero ambitions.

The Head of Operations will drive innovation in the centre, bringing fresh ideas and thinking to the role and actively seeking ways to drive operational standards, embracing new technology and having a solution-focused mindset in all matters.

The Head of Operations will be an integral part of the Highcross Leadership Team, collaborating cross-functionally to deliver the strategic vision of the Centre.

The Head of Operations will be responsible for ensuring that Visitors to the Centre receive an exceptional experience and market-leading service throughout their visit.

The Head of Operations will report to the Centre Director and work closely with the Surveying and Asset Management team.

The Head of Operations is a pivotal role at Highcross, a 24/7 dynamic business and requires a suitably dynamic individual to be accountable for all operational matters. This role is a site based role and will require weekend duty management duties and quarterly cross over with night teams to ensure uniformed operational delivery across all areas.

Key Responsibilities

Leadership:

• Lead the entire Centre operations teams through empowerment, communication, mentoring and motivation.
• Lead and manage a team of specialist managers and service partners in the provision of a best-in-class customer experience.
• To develop and enable personal and professional growth of your team members.
• Motivate, inspire and create successful team working and individual performance and engagement.
• With a sound appreciation of brand, you will be responsible for the delivery of brand values and culture in a one-team ethos.
• To set clear and ambitious objectives as part of the wider Highcross strategy and to measure performance against these.
• To support all site team members in career development via training (to ensure high skill levels both technically & behaviourally), coaching, mentoring and promotion of succession processes through developing a programme in conjunction with Savills to ensure a best-in-class training function.
• Responsibility for strategic growth of the operational team, via recruitment and organic growth.

Operational Responsibilities:

• Delivery of a best-in-class operational function befitting a high footfall retail and leisure destination.
• Responsibility for the delivery of the Centre operational management functions.
• Provide leadership in maintenance and engineering, health and safety, statutory compliance and insurance, security, waste and cleaning throughout Highcross.
• Financial management for operational budgets whether service charge or non-recoverable.
• Oversee the appointment of service partners.
• To take responsibility for health & safety and environmental procedures at site and ensure these policies are adhered to throughout all levels of the management organisation, ensuring that every incident and accident is fully recorded, reported (including to insurers) and investigated.
• Support the implementation of the ESG Strategy which will be aligned to the centres net carbon zero targets.
• To take ownership for the development and implementation of site wide emergency response plans in the event of major incidents and requirements for disaster recovery.
• Act as the company’s main adviser on all issues relating to operational functions and keep abreast of latest developments to ensure that the company maintains its market leading position.

Customer Services

• Work in partnership with all teams to deliver customer and consumer focused service excellence befitting of a top-class destination.
• Drive a top-class shopping and leisure environment and deliver customers a VIP experience ensuring the servicing teams understand the Centre’s aspirations and the expected performance.
• Encourage and develop a passion for excellence in delivering customer service across the whole Centre team. To include all encounters of face to face, in written word or through social media channels.

Skills, Knowledge and Experience

• An exceptional leader, who has instant credibility and gravitas at a senior level, evidenced by a history of empowerment, communication, mentoring and motivation of managers.
• A natural people manager, able to inspire, motivate and communicate effectively.
• A comprehensive understanding of the best-in-class customer service, both B2C and B2B.
• An understanding of the operations of commercial property management.
• Be able to adapt style and approach depending on the audience.
• An outstanding commercial and financial awareness with excellent financial management skills.
• Able to innovate and drive change when required.
• Experience working in a high pressure environment.
• Able to manage large teams both directly and via service providers.
• Holds a minimum of H&S qualification IOSH.
• Experience of working on a retail and leisure development and engaging with senior stakeholders.

This Job Description is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your role within the organisation.

Working Hours - Full Time – 40 hours

Please see our Benefits Booklet for more information.