UCL Dept Head of Ops

UCL Dept Head of Ops

DEPUTY HEAD OF OPERATIONS CANDIDATE INFORMATION PACK

ABOUT US

About UCL Founded in 1826 in the heart of London, UCL is London’s leading multidisciplinary university, with more than 13,000 staff and 43,800 students from 150+ different countries. We are a diverse community with the freedom and courage to challenge, to question and to think differently. Through a progressive approach to teaching and research, our world leading academics, curious students and outstanding staff continually pursue excellence, break boundaries and make an impact on real world problems. Who we are Since 1826, we have championed independent thought by attracting and nurturing the world’s best minds. UCL is a diverse global community of world-class academics, students, industry links, external partners, and alumni. Our powerful collective of individuals and institutions work together to explore new possibilities. • Academic excellence • 29 Nobel laureates • 11 academic faculties • 43,800 students • 14,300 employees • 1st in UK for research strength (REF 2014) • 440 undergraduate programmes • 150+ nationalities represented by student body • 675 postgraduate programmes

UCL’s vision and impact Our distinctive approach to research, education and innovation seeks to further inspire our community of staff, students and partners to transform how the world is understood, how knowledge is created and shared, and the way that global problems are solved. UCL is taking on some of the biggest challenges of our time, and making vital contributions to the public good. As set out in UCL 2034, UCL’s strategy is based on the following principal themes: • Academic leadership grounded in intellectual excellence • A global leader in the integration of research and education, underpinning an inspirational student experience • Addressing global challenges through our disciplinary excellence and distinctive cross-disciplinary approach • An accessible, publicly engaged organisation that fosters a lifelong community • London’s Global University: in London, of London and for London • Delivering global impact through a network of innovative international activities, collaborations and partnerships.

We are continually making an impact on the world we live in.

Candidate Information 3

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Transforming UCL UCL has embarked on an extensive building and refurbishment programme - Transforming UCL. This is about creating sustainable spaces that meet UCL’s world-class aspirations and commitment to excellence and innovation. Transforming UCL is the largest capital programme in the University’s history. It will see a substantial investment of over £1.25 billion over the next 10 years to refurbish and develop some of our most iconic buildings whilst also bringing forward new world class buildings. Together these will enable and support the University’s continued growth as we continue to build now and for the future.

Creating campuses equipped for the future • £1.25 billion invested in transforming UCL facilities. • Brand new campus UCL East will be home to new degree programmes, research, innovation, and technologies. • The new Student Centre opened its doors in 2019 – an essential space to think, explore, collaborate, discover and challenge. • Astor College, our newly refurbished self-catered hall opened in 2019 winning the award for ‘University Halls of Residence of the Year 2019’. • We teach our students how to think, not what to think. • We are investing £281.6 million into a new purpose-built biomedical facility which will house over 500 scientists from across UCL’s neuroscience community. Candidate Information 5

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LIFE AT UCL

Life at UCL, London Our position in London brings unique benefits, providing all with access to a wealth of opportunities, and enabling us to contribute to everything that makes it one of the world’s greatest cities. A world-leading university in a global city is a powerful and inspiring combination. UCL reflects London’s strengths, and we make significant contributions to London’s impact on the UK, Europe and globally. Our staff and students benefit from being in one of the world’s most celebrated and diverse cities, and they give back by making a real difference to London’s people, economy, communities and culture. At the heart of one of the most dynamic cities in the world • In the London’s Bloomsbury district – traditionally a place for rebels and innovators. • At the heart of the Knowledge Quarter, a consortium of over 90 academic, cultural, research, scientific and media organisations. • Close to a wealth of academic resources – museums and libraries, academic and professional bodies, theatres, hospitals and medical institutes. • Close collaboration and partnerships with leading organizations and iconic institutes – such as the British Library, British Museum, RIBA, Zoological Society of London, Institute of Physics, the BBC, the Wellcome Trust, etc. • Also perfectly placed to foster enterprise and business partnerships (including through UCL Innovation & Enterprise).

UCL Estates UCL Estates, comprising Estates Operations and Estates Development, manages UCL’s entire estate and its facilities infrastructure. This includes property acquisition and management, capital projects, engineering and maintenance, environmental sustainability, safety, security, cleaning, UCL Accommodation and central room bookings. The UCL Estate comprises over 200 buildings valued in excess of £2 billion, more than four million square feet of academic and non-academic space. The scale, variety and complexity of the estate are unparalleled in the sector. UCL Estates places a very heavy emphasis on safety and a strong focus on multistakeholder engagement.

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6 UCL Deputy Head of Operations

UCL Accommodation The multi-award winning UCL Accommodation team sits within UCL Estates and comprises of over 26 halls that house more than 6500 residents. UCL Accommodation has set out an ambitious new vision of becoming the leading provider of accommodation in the HEI sector; delivering an exceptional student experience and embarking on a new strategy to delivery this vision. Our students are at the very heart of this strategy and we work in conjunction with our students to deliver what matters most to them in a way that really amplifies the difference that we as UCL can bring. Most of our halls are close to campus in Bloomsbury, one of London’s most desirable neighbourhoods. We also have halls in Camden and Victoria – exciting areas with their own quirks and treasures. Despite London’s expensive property market and the pressure on student accommodation, UCL’s prices are kept as low as possible and are amongst the cheapest in the area. The team also works hard to enhance the experience of every student staying with us. We believe it’s everyone’s role in the team to help ensure that every resident in UCL Accommodation feels at home. We’re striving to provide every student with an experience as befits one of the world’s greatest universities in one of the most exciting cities on earth. Candidate Information 9

8 UCL Deputy Head of Operations

JOB DESCRIPTION

Post:

Deputy Head of Operations

Department:

UCL Accommodation

Grade:

8

Reporting to: Head of Operations Responsible for: Accommodation Manager(s), OOH and Weekend Property Service Manager(s) and Business Development Manager

Required to provide cover between the hours of 8am- 7pm, Monday-Friday and 9am-5pm on Saturday (if required) Part of the 24/7 on call incident management team

Hours:

PURPOSE OF THE JOB To lead the UCL Accommodation Operation management team in the delivery of exceptional Facilities Management and student experience service across a portfolio of properties. Providing excellent commercial leadership, drive a high quality customer service, effective management of 3rd party contractors ensuring exceptional service delivery across the portfolio. The primary function of the role will be to lead and build the capabilities of UCL Accommodation Team and ensure the operational standard is consistent and standardised across all sites to achieve operational excellence and exceptional student experience. This role will develop a team of leaders across the department through inspiring leadership and management development, and support the department in building and maintaining effective succession pipelines at all levels.

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KEY TASKS AND RESPONSIBILITIES

Service and Standards • Drive the performance of the Accommodation Areas whilst delivering an exceptional student experience and delivering FM management • Be responsible for implementing best practice across the Accommodation Service Areas through strong leadership, as well as driving a high quality customer service, 3rd party contract management and service delivery • Lead and manage an area of Accommodation Managers and the OOH and Weekend Accommodation Managers; properties; teams and their KPI performance • Manage and develop capability across the Accommodation Managers and their teams, raising performance through coaching/feedback and performance management • To understand commercial and performance aspects of all contracts • Implement and manage performance improvements and student satisfaction • Understand and manage financial performance through financial monthly reviews and the annual budget process • Lead in the mobilisation of new build properties within the UCL Accommodation Department • Lead by example and drive the achievement of the department’s objectives by demonstrating commitment to our values and strategy • Plan, direct and co-ordinate operational activities ensuring effectiveness and value for money, including Accommodation team briefings • Pro-actively manage all site activity by driving excellence through clear and effective direction, delegation and sound decision making • Ensure the management, recruitment, motivation and development of staff and operatives, to deliver the agreed level of service with an appropriate base of suitably skilled and qualified people • Create the environment in which teams and individuals are responsible and accountable for their actions and perform at their best, improve performance and realise their full potential

Learning and Development • Working with senior management, internal stakeholders and external suppliers to deliver best in class development programmes and interventions • Determine training needs and requirements for the Operational Team for continual improvement • Leading the communication of the commercial benefits of great leadership and talent management • Schedule the annual training program aiming for full operational team participation • Work with the Accommodation Managers and site service team to address learning needs • Assess both individual, departmental and organisational learning and development needs using

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