Operations Manager – Intu Merry Hill

Operations Manager – Intu Merry Hill

Operations Manager intu Merry Hill Candidate Informaiton Pack

Contents Introduction intu Merry Hill Job Description Recruitment Timeline and Process

Dear Applicant,

Thank you for taking the time to apply for the appointment of Operations Manager at intu Merry Hill - a retail and leisure destination based in Brierley Hill, West Midlands.

The Operations Manager will be responsible for the leadership, management and motivation of a multi-disciplinary in-house team of hard and soft FM professionals to deliver world class levels of customer service across the centre. Working with the Regional Centre Director and the Retail Services Operations Director you will deliver and develop innovation to enhance the customer experience. The successful candidate will possess a proven track record of providing ‘best in class’ facilities management services across a comparable prestigious high public footfall customer facing portfolio. You will have proven experience of leading a customer facing FM team in a similar fast paced environment and have demonstrable experience in creating a culture of service excellence. You will be adept in people management including mentoring, motivating and developing staff.

intu own and manage many of the country’s best shopping centres, have a growing multichannel presence and an expanding portfolio in Spain.

With 20 centres across the UK and Spain, intu is focused on creating the best places for shopping and leisure, so that customers visit more often and stay longer. They do this by bringing together the scale, expertise and understanding of what customers want to provide compelling customer experiences that deliver real results for retailers, restaurateurs and leisure specialists. Customer insight helps them understand what customers want now and in the future and continually invest in centres to build a long-term business that helps retailers flourish, communities thrive and our businesses to grow.

intu Merry Hill intu Merry Hill is a fantastic retail and leisure destination with heaps of potential. It’s the go-to spot for shopping in the West Midlands, with a catchment of 2.9 million people within a 45-minute drive.

Anchored by Marks & Spencer, Debenhams, Next and Primark, intu Merry Hill’s retail and catering is arranged over two levels, with a host of popular high street stores and great food and beverage outlets. The centre is already a success, and our recent acquisition of the remaining 50 per cent of the wider mixed-use estate, means intu can now unlock more of its potential. intu have plans to create a major new leisure complex at intu Merry Hill, with development including a series of new restaurants as well as an on-site cinema.

2.9m Catchment population

2hr 9m dwell time

18m annual footfall

70% female customers

41% weekly repeat visitors

Operations Manager - Role Description Job Title: Operations Manager Department: Operations Reporting to:

Regional Centre Director, dotted-line to the Retail Services Operations Director Responsible for: Service line managers including security, customer services, environmental services and technical services. In addition health & safety and training. Grade: Lead Location: This is a centre based role Hours of Work: 40 hours per week Monday to Friday, with flexibility to meet the operational requirements of the business, which includes evening and weekend duty management work. What do we want to do? Operations manager is a senior, high profile role encompassing the full array of shopping centre operations (facilities management). You are the deputy to the centre general manager / regional centre director. The purpose of the role is to lead, support and encourage teams to drive operational improvement, delivering exceptional customer experience, through “World Class Service”, and bring “Joy” to our customers. What do intu mean by world class service? We aim to create a compelling, joyful experience for our customer, which in turn means that they stay longer and return more often to our centres. This in turn helps our retailers flourish by increasing footfall and spend. You are responsible for a team of centre based departmental managers working with and through the team to deliver results for both hard and soft (integrated) services. You are responsible for the management of health & safety for customers, retailers and staff. You will be a very effective people manager who achieves results through team work and strong relationships. You will be driven by an uncompromising eye for detail to achieve high class standards in front and back of house areas, and performance in each aspect of service. Liaising closely with the Retail Services Operations Director, you will deliver and develop services in line with the strategic operational objectives, property services agreement, and implicit service level agreement. You will identify and support the development of business opportunities. You will be motivated to maximise cost efficiency, productivity and responsible for the delivery of the agreed annual operational service charge budget, along with the non-recoverable budget. If your centre has a paying car park, you will be responsible for the management of that budget and income. You will need to achieve targets and produce accurate information, operating within intu financial authority limits. You will be an excellent communicator, a clear decision maker and adept in the development of ideas and opportunities. You will have the ability to adapt to a fast-paced changing environment, and proactively champion brand initiatives. At intu we recognise that the growth and success of our company is dependent on the people we employ and the way that they are developed and grow within our organisation. In your centre you will be responsible for our strategic objective to become an ‘Employer of Choice’. What could a typical day include? Behaviour and culture: • Living the intu brand. Focus on the personal contribution you can make to the success of intu in delivering “Joy” to our customers.

• Living our values – be Creative, Bold and Genuine. Focus on the development of the intu “family” brand identity through World Class Service initiatives, providing the perfect shopping experience for our customers. • You have a clear vision for the application of World Class Service in all endeavours. You lead by example and instill a passion for excellence in delivering customer service. World Class Service not only relates to our customers, but to all stakeholders including retailers and colleagues. • You take a leading role in promoting our operational focus on compliance, communication, consistency and collaboration. • You support intu corporate responsibility objectives including personal support to community projects and activities. Service delivery management: • Delivery of operational services and agreed objectives on time, and in accordance with the centre operations plan (which you have designed alongside the senior centre management team), aligned with the company objectives and requirements. • Analyse and communicate performance against targets, including KPI status (balanced scorecard), service delivery and commercial performance. • Manage the delivery of services to ensure all people (customers, retailers and staff) are safe and secure. Statutory compliance must be an absolute priority for you, with the operations team organised and focused to deliver 100% compliance. • You own the operations manual at your centre and ensure embedment of the individual departmental requirements, including Steps 2 Success. • Manage the development of quality assurance best practice leading to ISO9001 and 14001 qualification for intu (Retail Services). • Implementation and management of centre based continuous review processes; leading continuous improvement plans and projects to ensure the delivery of exceptional customer experience and brand consistency through best practice. Financial & commercial performance: • Management of service charge and commercial activity, focusing on non-recoverable income growth and demonstrable operational excellence. Liaise closely with the general manager /RCD and department managers to identify growth opportunities and income / profit maximisation. If the centre has a paying car park, you will be responsible for the management of the car park budget and revenue growth. • To monitor income and expenditure against departmental budgets, to oversee departmental managers, and to forecast and account for variances. • Development of innovation and best practice standards across all operational aspects of service delivery. Use systems such as CAFM to better understand the centre requirements, and use this knowledge to focus on the opportunity to deliver sustainable savings. • Sign off and acceptance of all tender requirements ensuring technical, operational and commercial objectives are achieved and in line with business objectives.

Risk management: • Lead security operations across the centre to ensure adherence to the security strategy and associated policies, effective communication throughout the intu team, and to ensure compliance with security requirements as set down by the Security Industry Authority (SIA). • Manage and ensure statutory compliance with all aspects of health & safety, quality assurance, and environmental requirements across all departments. • Work with the GM / RCD to regularly review centre risks, manage and mitigate. • Manage the operational functions of the centre to ensure business continuity, co-ordinating activities of departmental managers, ensuring that management cover is maintained at all times and to carry out the role of duty manager. • Ensure effective duty management and business continuity by fully trained team members in line with the group crisis management policy and the centre major incident management plan. Leadership • Manage and develop a team of centre based departmental managers to ensure excellence in operational delivery. Support departmental managers in meeting their departmental objectives to ensure the centre meets its business objectives and strategy. • Lead regular operational meetings / team briefings with managers and staff to deliver clear understanding of business objectives and manage performance against targets. Ensure the effective cascade of information and an open door to feedback and ideas from the delivery teams. • Effective development of the team, in particular managers, to ensure they are empowered at all levels to deliver the centre objectives. Effective use of personal development plans in the creation of a succession plan for the centre operations management team. • Effective HR management working in partnership with the HR business partner/s to ensure compliance with employment legislation, HR policies and procedures. • Proactively lead and drive the recruitment of new staff within the team and ensure that they demonstrate intu values and qualities. Manage the onboarding, induction and probation of new employees to ensure they quickly become a valued member of the intu family. Stakeholder management: • Develop and maintain strong, close relationships with other operations managers and senior management teams across the region and portfolio to align delivery requirements / standards with intu Properties expectations. Contribute to national level meetings with the senior operational team. • Lead by example in the development of collaborative and mutually beneficial relationships with key supply chain partners. • Foster stakeholder relationships with the HR team, heads of security, environmental services, health & safety departments, surveyors, technical services, the ICT / Operational Technology team, finance and commercial. Encourage your team to foster a “one team approach”. • Support the wider intu stakeholders including Property, Asset Management, and Marketing. Understand their business requirements and work together to deliver centre benefit.

What skills and experience we need you to have Qualifications & experience Essential:

5 years plus experience working for a high-profile company in the facilities, retail, and hospitality sector recognized as an employer of choice or striving to obtain employer of choice status. Desirable: • SIA Licence - Non-Front Line. • IOSH Managing Safely. • Diploma in Shopping Centre Management, or equivalent. • Qualification in economics or business/commerce. • Qualification in hospitality or front of house service excellence. • Qualification in building services. • NEBOSH (certificate or preferably diploma). • BIFM membership. Person Specification • Successful leadership and management of operations at a senior level within a retail / leisure / hospitality environment. • Tangible success and excellence in leading, managing and motivating large teams of varied functionality to achieve targets and objectives. Our teams typically comprise between 100 and 300 service delivery people. • Genuine leadership skills necessary to achieve ambitious targets. An ability to mentor. • Capability in managing change quickly and efficiently whilst maintaining effective service provision. • Capability to influence at a senior level, developing excellence with internal and external partnerships. • Ability to work well with others, make clear decisions and continue to deliver results under pressure. • Energy and excellent interpersonal and people support skills, and an ability to establish credibility quickly. • A flexible approach and a sense of teamwork. • Excellence in organisational ability, oral and written communication, report writing and exemplary presentation skills, capable of engaging senior managers and delivery teams alike. • Financial acumen with strong commercial focus applied within a large organisation, with success in preparing and managing budgets and P&L accounts. • Project management and project sponsorship capability. • An analytical mind that can bring clarity to difficult situations. • IT system literacy to be able to get the most from the evolving operational technology across our business.

Closing date for applications 9th September MRG Candidate Interviews w/c 10th September Intu First Stage Interviews w/c 24th September Intu Second Stage Interviews w/c 1st October The Management Recruitment Group are working in Partnership with the team at intu Merry Hill to exclusively manage the recruitment process. For further information or to make an application please contact Hayley Mintern at [email protected]

52-54 Gracechurch Street, London, EC3V 0EH 0203 962 9900 www.mrgpeople.co.uk