Description
MAPP is the UK’s leading specialist in commercial property and asset management, with over £30bn+ of property under management for a variety of UK and overseas Fund Managers, REITs and other property owners.
MAPP believes that property management can be a force for good. That’s why we make buildings work, not just for profit, but for people and the planet too. MAPP has created V1.0, V2.0, V3.0 and V4.0 framework of Property Management, to help clients and occupiers navigate the new landscape, and to ensure we deliver a fully integrated and holistic approach.
Most job descriptions read like a recipe without a clear picture of what the final product looks like. We want to give you a picture of who we are and the role we are looking to fill. If this position excites you, and you think you could make a difference at MAPP, do apply, even if you don’t satisfy every single criterion. We want to work with people who are awesome in an organisation that makes a difference, do a job that adds value and be rewarded for all our effort in a great place to work.
At MAPP, we want to make the real estate industry a career path where everyone feels both welcome and wanted. We’re proud of our progress so far, but we’re constantly reevaluating how we can make sure the best people, regardless of gender, ethnicity, sexuality, nationality, background or neurodiversity, can see themselves excelling at MAPP.
Our MAPP values underpin everything we do. We were the first national real estate consultancy in the UK to become a B Corp. We want you to learn and grow, to challenge yourself and be the best you can be. As an organisation, we are growing, and have done so for the last five years. We promote about 10% of our office-based roles in a year. We have fun together with events and opportunities to connect, grow and learn with charity days and fundraising events for our communities, as well as study days that broaden our professional horizons.
This role gives you the opportunity to be a part of our effort to do something a little bit special in property management, and we would love for you to apply. We are always on the lookout for great character – that is what makes us MAPP people. If that is you, we would love to meet you!
Title, Team and Role Summary
Title : Operations Manager
Team : Site - Winnersh Triangle
Who Does This Role Report Into? Park Manager
Role Summary / Purpose and Scope
The purpose of this role is the leadership of the operations for all service teams within Winnersh Triangle and to deliver a world class service to both occupiers and clients. To effectively maintain all property management and facilities management functions within the site.
The Operations manager will need to have a strong focus on both client and occupier facing engagement alongside working as part of the onsite team to ensure the efficient and accurate management of the park.
The role will involve management and control of contracts (in conjunction with central FM support) and review of operations to ensure both best practice and a commercial approach are taken
A key focus on the parks ESG pathway and Net zero is essential to ensure site reaches its targets, input in projects and reactive works on site to ensure efficiencies, cost saving and carbon goals are achieved. This will involve working closely with the Tech FM team and Sustainability team within MAPP
Skills, Knowledge and Values
Skills (People & Technical)
* In partnership with the Building Consultancy Team where appropriate, support the completion of planned works, commission Long Term Asset Replacement Plans, permit to work systems, monitor PPMs to ensure buildings are managed proactively, responsibly and that the service charge budgets and property plans are fully aligned ensuring compliance with CDM Intermediate Regulations and appropriate communication with client and occupiers.
* Working with the Client Leads to understand and work towards the client’s objectives and develop strategies for each building, meeting service delivery expectations as well as assist in any pitches for expanded or new work
* Develop a close working relationship with all contractors to ensure they fully understand the MAPP and client culture and standards, ensuring a high-quality service is delivered – including meeting regularly (at least weekly) with key contractors to progress works and resolve issues. Experience in utilising support from internal technical experts to help deliver the above.
* Ensure emergency preparedness and site security plans are in place and scenario testing and appropriately support any emergency response requirements including out of hours.
* Manage a team aligned with the MAPP Values
* Deal with the smooth onboarding and offboarding or handovers of any new or outgoing instructions to relevant external parties including the management of any TUPE Processes with the People Team
* Engage with occupiers including implementation of Customer Experience frameworks for the buildings to improve occupier satisfaction and retention, occupier forums and meetings and placemaking and V2 initiatives
* Prepare service charge budgets, including explanatory guides and analyse and monitor year end and monthly service charge expenditure, including monitoring outgoing costs and budgetary control in accordance with RICS guidance and investigate, Intermediate report or address any outstanding positions and backlogs
* Manage all allocated sites including regularly inspecting and recording your properties, appropriately monitor, report on, support and feedback to site teams and sample auditing your teams for condition, standards, and occupier compliance with covenants
* Oversee management of service providers and monitor performance against contracted SLAs and KPIs.
* In conjunction with the Site Director, creates and manages plans and budgets to assist in financial planning of the properties and meets agreed targets of +/- variable budgets.
* In partnership with the Sustainability Team, develop and implement sustainability action plans, monitor resource consumption, improve recycling and reduced carbon emissions and waste
* Assist the Site Director to draft and set the service charge budget in conjunction with the Client and team. Manage expenditure in line with the agreed service charge and react to overspend as required
* Implement data collation services, technology and equipment to support each site including environmental management plans, invoice management and approval, risk management systems and utility metre readings
* Authorise and Review supplier payments including preparation and submission of funding requests to client
* Provide Facilities Management leadership regarding all properties under management including supporting asset management strategies, funding positions and client objectives in accordance with the PMA and other guidelines.
* Assist and complete various client and management reports as well as presenting said reports including Monthly, Quarterly and Management or Ad Hoc adhering to any legislative requirements including sustainability and health and safety
* Monitoring statutory and internal compliance, including meeting MAPP policies and procedures, RICS and ISO standards and any statutory timelines and escalation requirements
Values & Behaviour
* Exhibition of MAPP Values : Avoid Ambiguity, Appreciative, Adventurous, Authentic and Accountable
* Self-management, including showing initiative, being proactive and meeting deadlines.
* Embracing change including technology
* Engaging with the big picture.
* Great service delivery, including working in partnership with internal and external individuals and good written and verbal communication.
* Achieving results and prioritising work including attention to delivery to all stakeholders.
* Innovative solutions and problem-solving.
* Developing self and others, with willingness to learn.
* Interpersonal and relationship skills capable of communicating at various levels including meetings with occupiers, client, supplier and wider stakeholders.
Experience and Salary
Level of Experience / Certifications:
* 4 years experience of working in a similar role
* IOSH essential / NEBOSH desirable
Working Hours: 9am - 5.30pm Monday - Friday
Salary Range (Based on Experience)
£60,000 - £65,000 per annum, depending on experience.
We believe property management can be a force for good. That’s why we make buildings work, not just for profit, but for people and the planet too.