I am supporting the search for a proven, commercially astute General Manager a a premier Grade A office destination located in the vibrant heart of Paddington, London. This spectacular 262,000 sq ft building, spanning 15 floors, offers an unparalleled work environment designed for innovation and collaboration. Nestled within key transport links and an dynamic urban village offering bars, restaurants, markets & regular events
As General Manager you will be responsible for the delivery all FM operations and customer related services to the building and its occupants and through the on-site team and ensuring best practice standards. You will be the building owners ‘Ambassador’ and maintain and promote the property’s position in the locality as best in class for occupiers to work in. You will establish and grow close working relationships with senior representatives of the building tenants and the building Owners representatives.
You will report to the Senior Facilities Manager, with line management responsibilities for the on-site FM team, also working with Asset and Property Managers, Surveying Executives and Client Accountants.
Key areas of delivery include:-
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Act as lead for the Client in all matters relating to the operation at the property to establish and enhance brand image.
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Support Client’s vision for the property, ensuring the on site Team acts as facilitator in the delivery of CAPEX projects.
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Co-ordinate exceptional expenditure projects (PPMP)
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Establish and manage a property strategy with a view to providing a high standard of customer service that enhances the customer experience and develops a property partnership community.
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Regularly meet with the building occupier’s representatives to fully understand their wants and needs within the property.
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Manage the buildings on-site services teams to ensure optimal customer satisfaction and minimise the downtime when service interruption occurs.
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Undertake annual Occupier Surveys (or more frequently as required) and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of customer satisfaction
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Lead, develop and inspire the on-site FM team (both directly employed and sub-contracted) to deliver high standards of service at the property.
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To be responsible for the implementation of agreed best practice in
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standard systems and procedures
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customer service delivery
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standard documents and templates
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audit and inspection
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reduction of risk
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consistent high standards of service delivery (and their measurement)
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improved reporting to clients
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Create an ‘ambassadorial’ role with the customer (occupier) representatives, the on site Team and in local industry business groups, Local Authority and community/civic stakeholder meetings as appropriate.
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In conjunction with the Property Management team, ensure the financial management of the property, through the preparation of service charge budgets.
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To understand the principal terms of occupier’s leases.
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To ensure reactive maintenance and day-to-day service requirements are undertaken in a timely and cost-effective manner.
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To ensure maintenance contracts in place cover specification as defined within the O&M manual requirements and do not negate warranties/guarantees.
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With the Property Manager, identify and arrange minor planned works.
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Maintain, test and implement major incident plans to cover all emergencies
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Establish and manage building strategy with a view to providing high standard of customer service to enhance the customer experience and develop a building partnership community.
Required Qualifications, Skills and Experience
Strong management experience gained within a high profile commercial environment.
Excellent customer service skills and a track record of implementing successful customer orientated activities.
Demonstrate a strong good understanding of building design and base build management
Member of IWFM
NEBOSH/IOSH qualification
A proven track record in managing and motivating on-site operational management teams
Experience of managing service charge budgets and major CAPEX projects
Strong commercial acumen
Strong leadership skills to effectively manage and motivate a team to achieve a high level of performance and to exceed targets
Accountable and resilient
Ability to work under pressure
Demonstrate ability to support change related initiatives and to determine what expertise and resources are required to resolve problems quickly and efficiently.
Ability to communicate at board room level and contribute to identification and evaluation of potential solutions to the problems based on the facts, assessment of risk and awareness of desired business objectives.
If you skills & experience match this role's requirements contact me now