Operations Manager - Blanchardstown Centre
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The Role / Location
The Operations Manager is a senior role encompassing the full array of shopping centre operations. You will lead multiple functions on site to deliver operational excellence. The purpose of the role is to manage, lead, support and encourage the Centre teams to drive operational improvement, deliver exceptional customer experience to enhance customer satisfaction.
You are responsible for compliance, Health & Safety and oversight of the on‑site soft services teams. You will be working with the on‑site team, the asset management team and suppliers to deliver results and high standards.
You will be a very effective people leader who achieves results through teamwork and strong relationships. You will be responsible for ensuring high standards are achieved, both in front and back of house areas.
Liaising closely with the Centre Director, Property and Asset Management teams, you will deliver and develop existing services, in line with the strategic operational objectives, property services agreement, and implicit service level agreement.
You will be motivated to minimise service charge expenditure through cost efficiency, productivity and be responsible for the delivery of the agreed annual operational budget.
Key Responsibilities And Tasks
* You are an ambassador for the Centre and your area of work and as such you will actively promote recognition for the team, the Centre, and the wider business through your exemplary behaviour. Playing your part in the wider team and leading your team to be the best.
* You have a clear vision for the application of Customer Service in all endeavours. You lead by example, being a role model of exceptional leadership. This not only relates to our customers, but to all stakeholders, including contractors, retailers, and colleagues.
* You will promote our operational focus on compliance, communication, consistency, and collaboration in all you deliver. You are focused on leading a safe Centre and complying with legal requirements. You will support the ESG plan and lead objectives, personally supporting community projects and activities.
Leadership
* Manage a team of soft services managers, customer service desk and general operatives to ensure excellence in operational delivery. Support the team in achieving their departmental goals, ensuring alignment with the Centre’s overall business objectives and strategy.
* Lead and engage in 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.
Financial and Commercial Performance
* You monitor income and expenditure against departmental budgets, to oversee the team, and to forecast and account for variances.
* Development of innovation and best practice standards across all operational aspects of service delivery. Use systems to better understand the Centre requirements and use this knowledge to focus on the opportunity to deliver sustainable savings.
* Preparation of all soft services tenders ensuring technical, operational and commercial objectives are achieved and in line with business objectives. Implement and oversee the contracts ensuring compliance with KPI’s.
Risk Management
* You will have a clear focus on operating safely and legally. Manage and ensure compliance with all aspects of Health and Safety/quality assurance/environmental requirements across the Centre.
* 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.
* Manage the operational functions of the Centre to ensure business continuity, co‑ordinating activities of departmental managers, ensuring that management cover is maintained. You will provide duty management cover on rotational basis and act as the responsible person at the Centre for all escalation points where applicable for the centre. Understanding the escalation of incident processes.
* Work with the Centre Director to regularly review centre risks, manage and mitigate.
* Implement and apply the actions arising from the Health and Safety risk assessments and act as liaison with the auditor. Ensure the recording and reporting of all accidents and incidents and maintain a register detailing same.
* Oversee the operation of the permit system ensuring that suppliers working on site are fully vetted and approved in advance of works taking place within the Centre.
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, service delivery and commercial performance.
* Manage the delivery of H&S and soft 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 in all areas.
* Conduct regular inspections to identify required improvements/building repairs and implement the solutions to ensure the highest standards are always met.
Person Specification
* Proven success in managing complex operations within retail, leisure, or hospitality, with demonstrated excellence in leading and motivating diverse teams to achieve targets and objectives.
* A strong track record in effective team supervision, leadership, and motivation. Able to communicate clearly and credibly across all levels and work within a diverse environment, adept at building relationships and fostering a team-based culture.
* Strong organisational skills with exceptional written and verbal communication, including report writing and presentations. Able to make clear decisions under pressure and approach challenges with an analytical mindset.
* Experienced in managing change efficiently to maintain service provision, collaborating effectively, and consistently delivering results under pressure.
* Financially astute, with demonstrated experience in managing budgets, monitoring financial performance, and optimising operational efficiencies to meet financial targets in a large organisation.
* Proficient in IT systems and operational technology, capable of leveraging these tools to enhance operational performance.
Essential
Knowledge, Skills and Experience
* 5 years plus experience working for a high-profile organisation in the facilities, retail, and/or hospitality sector with leadership experience of large teams. Knowledge of strategic-level operations within the retail environment.
* Financially astute with a strong commercial focus, demonstrating budget responsibility and achieving targets.
* Proficiency in data analysis to produce accurate trend reports.
* Proven track record in contract management and retention.
Desirable
* IOSH Managing Safely
* Diploma in Shopping Centre Management, or equivalent
* Shopping Centre Management experience
Savills Ireland is an equal opportunity employer.
Savills aims to attract, recruit and retain the best people from the widest possible pool of talent. As such, we are committed to creating an inclusive and diverse working environment for all employees by striving at all times to be an organisation which does not discriminate, values everyone’s talents and abilities and where diversity is positively promoted.
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