Assistant Director of Estates and Facilities - Commercial S…

Assistant Director of Estates and Facilities - Commercial S…

Assistant Director of Estates and Facilities Commercial Services Candidate Information Pack

Queen Mary University of London is one of the UK’s leading research-focused higher education institutions. With over 20,000 students, 4,000 staff and an annual turnover of £430m, we are one of the largest University of London colleges.

Contents

• • Welcome to Queen Mary University of London

• • Commercial Services Structure

• • Hospitality Service

• • Job Description

• • Person Specification

• • Further Information and How to Apply

Welcome to Queen Mary University of London

Queen Mary University of London teach and research across a wide range of subjects in the humanities and social sciences, medicine and dentistry, and science and engineering.

Based in a creative and culturally diverse area of east London, the main site in Mile End is one of the largest self-contained residential campuses in the capital.

Our research excellence

Queen Mary has made a strategic commitment to the highest quality of research. The University has invested in this principle by systematically recruiting the best academics in their disciplines from around the world.

The results of the most recent national assessment of research – the Research Excellence Framework (REF 2014) – have confirmed its place in the very top group of research-led universities in the UK.

Overall it was ranked 9th in the UK among multi-faculty universities and 5th in the UK for the percentage of our 3* and 4* research outputs.

Russell Group institution

Queen Mary is one of 24 leading UK universities represented by the Russell Group, that are committed to maintaining the very best research, an outstanding teaching and learning experience, excellent graduate employability and unrivalled links with business and the public sector.

High-quality learning experience

Queen Mary offers students a stimulating, supportive and high-quality learning experience, with teaching inspired by our world-leading research.

QMUL have invested in new facilities over the past five years to offer its students an exceptional learning environment. Recent developments include the £39m Graduate Centre, providing 7,700 square metres of learning and teaching space, and the new Dental Hospital, home to the Institute of Dentistry, the UK’s first new dental school in forty years. Future developments include the New School of Business Management (8,500 square metres).

The role of Assistant Director of Estates and Facilities (Commercial Services)

The Estates and Facilities Directorate is core to the University’s strategic ambition to provide a world-class managed estate with excellent facilities for staff and students. Commercial Services play a vital role in providing an attractive, desirable and convivial campus environment where students, staff and visitors feel welcome. The achievement of this aim will require creating exceptional partnerships with Queen Mary Students Union, academic and professional services staff as well as external experts and stakeholders. The Assistant Director of EAF - Commercial Services is a strategic and outward looking leadership position which has full accountability for leadership, commercial viability and service delivery of the Commercial Services, which comprises of Catering & Hospitality; Sales and Marketing; Residential Services and The Nursery.

Commerci

We are seeking an enthusiastic, proactive, entrepreneurial and commercially minded individual with a proven track record of leading (at both a strategic and operational level) and enhancing a large-scale portfolio of commercial and hospitality services. You will be experienced in leading change resulting in improved commercial productivity married with enhanced service delivery. It is essential that the appointed candidate possesses excellent communication and stakeholder management skills and the persona to lead and drive a highly motivated and customer focused ethos across a large-scale and diverse internal team.

l Services

Duties and Responsibilities

Job Description

Job Title:

Assistant Director of Estates and Facilities - Commercial Services

Department: Reports to:

Estates & Facilities Directorate

Director of Estates and Capital Development

Grade:

8 (Full Time)

Appointment period:

Permanent

Current Location:

Mile End

Job Context

The Estates and Facilities Directorate (EAF) is responsible for planning, creating and operating Queen Mary University of London’s Estate. The Estate currently provides some 230,000 square metres of accommodation on three main campuses at Mile End, Whitechapel and Charterhouse Square, with further property holdings at West Smithfield and Lincoln’s Inn Fields. The Estate reflects the University’s operation as a research-intensive Russell Group institution with a wide range of teaching and research facilities, residences and recreational space. The post holder will be a member of the EAF Senior Management Team. The Estates and Facilities Directorate is core to the University’s strategic ambition to provide a world-class managed estate with excellent facilities for staff and students. Commercial Services play a vital role in providing an attractive, desirable and convivial campus environment where students, staff and visitors feel welcome. The achievement of this aim will require creating exceptional partnerships with Queen Mary Students Union, academic and professional services staff as well as external experts and stakeholders.

Job Purpose

The Assistant Director of EAF - Commercial Services is a strategic and outward looking leadership position which has full accountability for leadership, commercial viability and service delivery of the Commercial

Services, which comprises: • Catering & Hospitality

• Events, Sales and Marketing

• Residential Services

• Housing Services

• The Nursery

The post holder will be responsible for defining and delivering contemporary strategies for commercial and residential services, setting out “best practice” approach across the portfolio. Working closely and colle- giately with the Director of EAF and other senior EAF staff to ensure the function provides an excellent and “joined-up” customer service. An overarching priority for the role is to build an outward and entrepreneurial focus to develop commercial and profitable relationships with key users and build up a solid commercial client base. In tandem, there is a similar requirement for productive and effective relationships with internal stakeholders to ensure that initiatives and commercial activities accurately reflect and represent the customer and operational requirements.

The post holder will be required to deputise for the Director of Estates, Facilities and Capital Development as necessary.

Main Duties & Responsibilities

• Working closely with the Director of EAF, to provide leadership to the Commercial Services teams through effective deployment of staff; ensure that the work of the teams delivers commercial benefits whilst meeting internal stakeholders needs.

• Working closely with the Director of EAF, to provide leadership to the Commercial Services teams through effective deployment of staff; ensure that the work of the teams delivers commercial benefits whilst meeting internal stakeholders’ needs. • To guarantee revenue capture and profitability is maximised and strive to exceed consumer expectation, developing quality products and delivering exceptional service, across all service lines. • To develop and influence strategic and service improvement plans in order to deliver £1 million contribution improvement over the next five years. • To develop five-year investment and operational plans for each commercial service line, ensuring all activity will deliver measurable commercial value in a risk-managed manner. • To develop a clear sales plan and take the operational lead on the marketing and sales of the Universities commercial activity. To oversee the execution of successful marketing plans to promote and market the services effectively to maximise income and profit to the business. • To lead, develop and oversee a comprehensive commercial strategy and associated activities that will enable Queen Mary to develop an effective customer service and an exciting commercial proposition for external partners. • To provide commercial leadership around the University’s “Sticky Campus” vision to provide more vibrant and welcoming spaces for students, staff and visitors. • To take ownership and lead on relevant aspects of the EAF strategy and associated action plans which fall within the role’s remit. • To direct proactive operational management of all student residences to ensure the University achieves excellent results in the NSS, ISB and all measures of student satisfaction. • To ensure appropriate mechanisms are in place to capture and measure customer engagement and satisfaction, including the application of contemporary technology and use to anticipate future needs, aligning service provision to these needs and enhancing services. • To develop clear Service Level Agreements (SLAs) for each service to enable stakeholder engagement and governance of service delivery, which are underpinned by effective KPIs that are regularly monitored to drive continuous improvement. • To act as “lead client” for an ambitious programme of accommodation renewal and refurbishment. • To lead on the annual budget planning for Commercial Services and support Capital Investment plans. Prepare bids for the annual PAR process and cost improvement plans. Ensure regular review of these plans in order that they are maximising income generation and managing costs within budget. • To manage any sub-contractor relationships that operate within residential and commercial services to ensure contract compliance and drive value for money. • To work with the Health and Safety Directorate on auditing and compliance with all H&S legislation for the residential estate. • To work with internal and external auditors on all audits for the residential estates and areas under the post holder’s operational management to ensure compliance and action plans are developed and implemented. • To contribute to the overall development of the University Estate and represent the University at internal and external committees and meetings.

Duties and Responsibilities

Person Specification

This table lists the essential and desirable requirements needed in order to perform the job effectively. Candidates will be shortlisted based on the extent to which they meet these requirements.

Requirements

Essential / Desirable

How Assesed

Qualifications Degree level qualification or equivalent professional experience

E E

A A A

Member of a professional body

Post related CPD/further training or MBA

D

Knowledge, Skills and Experience

Demonstrable and successful experience of strategic and operational management for residences and commercial services within a complex Estate. Significant experience of financial planning and delivery against a large and complex budget, gained with a public or private sector environment Experience of leading commercial and entrepreneurial activity within a diverse business and proven track record in increasing sales and surplus Experience of leading organisational change within a commercial or service related industry Experience of developing and implementing strategic plans for a large residential estate Experience of managing large scale staffing resources, within a complex Estate, maximising performance and employee engagement Proven record of delivering innovation and service improvements across a range of commercial services Ability to build relationships and influence across all levels of an organisation Inspires confidence as a leader showing vision, commitment and integrity Knowledge, understanding of current Health and Safety, other relevant statutory obligations, and their practical application within the workplace A proven record of accomplishment in leading best practice customer service and consumer experience Significant experience in reviewing and managing risk and implementing systems to ensure its reduction Evidence of delivering service improvements Knowledge and experience of contract management

E

A/I

E

A/I

E

A/I

E

A/I

E E

I

A/I

E

I

E

I

E

I

E E

A/I

I/OM

E

I/OM

E

A/I

E

I

Excellent communication and inter-personal skills

E E

OM (P)

Flexible to operate as required to meet the needs of a demanding senior management role

I/OM

Essential/Desirable: E = Essential: Requirements without which the job could not be done. D = Desirable: Requirements that would enable the candidate to perform the job well.

How Assessed: A = Application C = Certificate I = Interview OM = Other Means (e.g. presentation, test, etc.)

Further Information and How to Apply A wide range of benefits are available, this includes 30 days annual leave (plus University closure days and public holidays), a defined benefit pension scheme and also an interest-free season ticket loan. For further details of the benefits of working at QMUL please visit http://www.hr.qmul.ac.uk/workqm/index.html Applications should consist of a CV and covering statement outlining key matching experience and rationale for applying for the post. Applications should be sent to; [email protected].

For a confidential and informal discussion, please contact the University’s appointed recruitment partner Hayley Mintern at The Management Recruitment Group.

Hayley Mintern 020 8892 0115 | 07530 680 184 [email protected]

70 London Road, Twickenham, TW1 3QS.

www.mrgpeople.co.uk