Department: Retail ______________ Company: Canary Wharf Management Limited ______________ Reporting to: Associate Director - Retail ______________ JOB SUMMARY The Contracts & Compliance Manager is responsible for the day-to-day operational delivery of compliance across hard and soft services within Canary Wharf retail. Acting as a brand ambassador, the role ensures service excellence through strong leadership, stakeholder engagement, and contract performance. The Contracts & Compliance Manager leads health, safety, and compliance on site, working closely with the retail management team and service partners to uphold the highest standards. This role contributes to the development and delivery of service charge budgets and supports the annual asset plan. Success is measured through audit results, contractor feedback, value for money, and operational efficiency. Closing Date: 4th February 2026 Salary: circa £65,000 - £85,000 4 days in the office and 1 day working remotely per week MAIN RESPONSIBILITIES Team Management Lead, mentor, and motivate the team to achieve individual and collective objectives. Foster a collaborative, inclusive, and high-performance culture that values innovation, accountability, and continuous improvement. Provide clear direction, set performance expectations, and deliver regular feedback through structured reviews and coaching. Support professional growth by identifying training needs, creating development plans, and encouraging career progression. Allocate tasks and resources effectively, ensuring workload balance and alignment with business priorities. Promote open communication, resolve conflicts promptly, and build a culture of trust and respect. Monitor team performance metrics, identify areas for improvement, and implement strategies to enhance efficiency and outcomes. Operational Leadership Oversee the daily operations of the Compliance function, ensuring consistently high standards across hard and soft services. Ensure regular inspections of service areas, plant rooms, and other operational zones, addressing issues proactively. Act as the Responsible Person for health & safety, contract management, and permit controls, ensuring compliance with all regulatory requirements. Build strong relationships with service partners to resolve operational issues and ensure adherence to CWML procedures. Carry out periodic out of hours reviews of the Retail Management operations. Financial Management Support the Retail Management team in preparing, forecasting, and managing service charge budgets. Contribute to the development of the annual service charge budget, ensuring value for money in all service delivery. Oversee procurement and supply of goods and services in line with company policies and compliance requirements. Compliance & Risk Management Ensure compliance with all statutory and regulatory requirements, including health & safety, fire safety, environmental health, and emergency procedures. Establish and maintain a robust compliance management system, including risk assessments, controls, monitoring, and training. Liaise with statutory authorities and internal teams to ensure operational readiness and resilience. Lead ESG initiatives and support delivery of Canary Wharf’s sustainability targets. Contract Management Lead performance reviews of all contracted services, ensuring KPIs are met and value for money is achieved. Conduct regular reviews with service providers, agreeing corrective actions where required. Build and maintain strong partnerships with FM service providers, while holding in-house teams to the same standards of accountability. Digital & Data-Driven Operations Utilise CAFM systems, guest feedback tools, and energy dashboards to monitor performance and inform decision-making. Create and manage a centralised compliance dashboard to track key performance indicators. Leverage data insights to drive continuous improvement and operational efficiency. Innovation & Continuous Improvement Identify and implement innovative practices to improve compliance, sustainability, and service quality. Promote a proactive, problem-solving approach and a culture of service excellence. Crisis Management & Resilience Support business continuity planning and lead operational response during incidents or emergencies. Ensure emergency procedures are up to date and staff are regularly trained. Stakeholder Engagement Collaborate with Leasing, Marketing, Asset Management, and other internal teams to align service delivery with strategic priorities. Represent Retail Management in internal and external forums, maintaining strong relationships with key partners and authorities. Reporting & Communication Prepare and present clear, concise reports and updates to management and stakeholders. Ensure effective two-way communication with internal teams, service partners, and external stakeholders. ADDITIONAL RESPONSIBILITIES Technology & Innovation Champion the adoption of smart building technologies and digital tools to enhance operational efficiency and guest experience. Stay informed on industry innovations and trends, recommending new approaches to service delivery and centre operations. Supplier Relationship Management Develop long-term, collaborative relationships with key suppliers and service partners to ensure consistent quality and value. Lead regular performance reviews and feedback sessions to drive continuous improvement. Training & Development Support the training and development of on-site teams and service partners to ensure alignment with brand standards and compliance requirements. Promote a culture of learning and professional growth within the retail management team. Strategic Planning Support Assist the Associate Director in long-term planning, including asset strategy, capital works, and service evolution. Provide input into strategic reviews and contribute to business cases for operational investment. PERSON SPECIFICATION Essential NEBOSH qualification IOSH Managing Safely qualification Experience in retail, leisure, shopping centre, or hospitality sectors. Proven track record in managing and developing teams. Strong interpersonal skills and respected by peers and stakeholders. Experience in budget management and supporting sales. Statutory compliance experience including health and safety risk assessments. Desirable Contractor and energy management experience. IT proficiency, including Excel. Confident communicator with customer-facing experience in busy environments. HEALTH SAFETY AND WELFARE RESPONSIBILITIES All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual. ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG) RESPONSIBILITIES Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering. QUALITY MANAGEMENT RESPONSIBILITIES In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard. COMPANY VALUES Commit to Excellence Act with integrity and deliver high performance Put our customers at the heart of what we do Resolve issues by providing high quality solutions Foster Collaboration Find opportunities to collaborate with others across the business to achieve shared goals Encourage inclusive networks and treat others with respect and fairness Use knowledge to work effectively with suppliers / contractors to meet shared goals Encourage Engagement Confident in making decisions appropriate to the role Learn from mistakes and listen to constructive feedback to improve performance Prioritise safety and actively support community, wellbeing and sustainability programmes Take Ownership Take pride in delivering high quality service which exceeds expectations Committed to opportunities for self-development Take responsibility for my own performance and look for ways to improve Embrace Innovation Embrace change and innovation Proactively suggest ways to improve our business and encourage others to share ideas See new challenges as opportunities to deliver effective change WHAT WE OFFER Diversity and Inclusion We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential. Flexible Working As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent. Learning and Development At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth. Other Benefits We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs. If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online. Early applications are encouraged as we reserve the right to appoint at any point.