Overview
Duty Managers ensure the smooth running of the centre on a day-to-day basis, twenty-four hours a day, seven days a week identifying any risks to the business and escalating where appropriate. They have the support of the Head of Security and Data, Operation Managers and Shift Leaders. Reinforcing the strategic direction and day to day running of security within the Centre. As part of a team of duty managers you will take responsibility for operational delivery at the Centre in line with our objectives of delivering a first-class customer experience through safety, security and cleanliness. You will have direct line management responsibility for teams including, but not restricted to, cleaning, guest services and security. Supporting the operational teams within the Centre to deliver the standards necessary. You will be expected to work closely with all members of the Security team and be visible on the mall in driving forward standards of service delivery.
You will have a sound knowledge of a control room operation and have the ability and drive to maintain a high standard of service within the Centre CCTV control room ensuring that all company policies and procedures relating to the operational technology and Data Protection are complied with. With a results-driven approach, you\'ll inspire, coach, and develop team members to uphold safety and security for customers and brand partners. You will also be instrumental in building strong working relationships with external agencies and stakeholders, ensuring an open and collaborative environment. Creating a positive environment with a strong personality, actively promoting inclusion and diversity in the workplace. Taking ownership in all you do. Role model leadership presence, providing coaching and feedback, recognising great delivery. Restlessly looks for opportunities to show personality, diversity and a fresh approach to leading their team. In a fast-paced setting, you\'ll lead with agility and an uncompromising eye for detail, ensuring that the Centre is presented immaculately, safe, and secure throughout trading hours. This role suits hands-on leaders who excel at managing "from the floor" rather than from a desk, proactively championing brand initiatives and creating an engaged, motivated team environment, The role includes a variety of tasks including the following:
Responsibilities
* 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 lead by example, uplifting the team, and instill a passion for excellence in delivering world class service. You are confident in open and honest conversations - not only relating 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 embed and lead efficient processes with innovation and consistency.
* Main duties Leadership
* Providing coaching on performance levels, ensuring that when deficiencies are recognized appropriate action is initiated. Oversee continuous assessment of team members, ensuring to ensure high standards are maintained.
* Full operational HR responsibilities to lead, recruit, retain, develop, and integrate the team. Provide recruitment administration with group and 1-2-1 interviews. Complete objectives, performance reviews, and training requirements in line with company policy. Manage local HR issues such as welfare, absence, and conduct standards, escalating concerns as appropriate. Conduct investigatory meetings and address absence management, capability, and scheduled appraisals for Shift Leaders.
* Partner with HR to maintain compliance with employment laws and best practices. Oversee Team Leader rot/as and holidays to ensure effective departmental coverage. Support payroll management by overseeing time and attendance, reviewing absences, and approving overtime as needed.
* Identify and address training needs across the team to strengthen capabilities, ensure compliance, and evaluate the impact of training on the business. Supervise the training progression of Shift Leaders and provide additional support and development as needed to build their leadership capacity. Recognize team efforts and support nominations towards our recognition programme.
* Lead daily huddles and briefings, ensuring clear communication of essential business updates and objectives to keep the team aligned and informed.
* Take ownership of personal development by attending all required training sessions and engaging actively in opportunities for professional growth.
* Maintain regular contact with Centre management team and deal with any issues efficiently and in a professional manner. Lead in the co-ordination of emergency situations and crisis management to ensure business continuity is retained. Ensure all accident and incidents are reported and recorded correctly and accurately. Escalating where required to relevant persons. Develop strong relationships with marketing and the wider support teams to support the delivery of quality events.
Financial and Risk Management
* Proactively monitor and adjust staffing levels to maximise productivity, making the best use of internal manpower and minimising reliance on agency staff. Work closely with HR to address people issues, aiming to reduce labor turnover and build high-performing teams.
* Embrace change by supporting the team through periods of uncertainty, developing a clear transformation plan, and actively sharing improvement ideas through the appropriate channels to drive continuous Centre enhancements.
Risk Management
* Uphold a strong focus on safety, legal compliance, and quality standards across the Centre. Instil a proactive work ethic in the team to meet health, safety, and environmental requirements consistently. Report any defects within the Centre through established channels, track follow-ups, and verify resolution. Ensure all areas, including the building, malls, and car parks, are safe, clean, and fit for purpose, efficiently addressing any issues to maintain a secure and welcoming environment for customers, retailers, and team members. Ensure excellent Duty Management through setting unambiguous clarity and routine with supported processes. With day-to-day control and management of the security of the Centre.
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