I am support an exciting opportunity to join an an iconic location nestled within the historic and bustling City of London. This is a unique opportunity to contribute to a forward-thinking organisation in a prime commercial hub, surrounded by leading financial institutions, innovative businesses, and unparalleled professional opportunities. If you thrive in a fast-paced, high-impact environment and are looking to make your mark in a prestigious London setting, do explore this exciting role. As General Manager you will be the primary person responsible person for delivering all operations and customer related services to the building and its occupants and through the on-site team will be responsible for ensuring that facilities services accord with the best practice standards as defined. As General Manager 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 have a close working relationship with senior representatives of the building tenants and the building Owners representatives. TEAM STRUCTURE Reporting to the Senior Facilities Manager, you will have line management responsibilities for the on-site FM team and will be the representative for specified key client/occupier issues. You will also work in several “virtual teams” with the client focussed teams of Asset and Property Managers, Surveying Executives and Client Accountants. KEY RESPONSIBILITIES AND DELIVERABLES Client Service To understand the Client’s objective and instructions in relation to the property. To assist in Client reporting concerning all on-site rational issues and customer relations. Act as lead for the client in all matters relating to the operation at the property to establish and enhance brand image Customer Experience 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. Regularly meet with the occupier representatives to fully understand their wants and needs within the property. Manage the on-site services teams to ensure optimal customer satisfaction and minimise the downtime when service interruption occurs. 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 Operations Management Lead, develop and inspire the on-site FM team (both directly employed and sub-contracted) to deliver high standards of service at the property. Ensure KPIs are met and service excellence is delivered throughout all areas of on-site operations. To be responsible for the implementation of agreed best practice in accordance with Facilities Management Best Practice policies in the following areas: service charge financial management, information/communications, procurement, operations, repair & maintenance, social & environmental responsible management, customer experience and human resources (training and development) ensuring: standard systems and procedures covering customer service delivery, audit and inspection, reduction of risk & constantly driving improvement to client reporting. Create an ‘ambassadorial’ role with the occupier representatives, the Central Estates Team and in local business groups, Local Authority and community/civic stakeholder meetings including representing the property at local Bid’s meetings and any other relevant association meetings Inform the Property Manager of any occupier matters that may influence valuation/investment considerations including assistance in monitoring occupiers’ compliance with covenants. In conjunction with the Property Management team, ensure the financial management of the property, through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly variance reporting and service charge reconciliation delivery & to include the administration of non-recoverable budgets. To understand the principal terms of occupier’s leases as they affect the property management of the building and the Client’s obligations to provide services including clarity on the extent of the common areas. Ensure that the procurement of all supplies and services at the property is undertaken in accordance with procurement policy to ensure the highest standards for the best value. Ensure high quality health and safety practices are maintained Ensure. all aspects of ‘Socially Responsible Management’ programme is implemented in relation to environmental & sustainability policies. Be familiar with all heating, ventilating, mechanical and electrical equipment at the property and have a sound understanding of the purpose and general working of such equipment, ensuring maintenance contracts in place. Key Skills * Excellent customer service skills and a track record of implementing successful customer orientated activities. * Strong management experience gained within a high-profile commercial environment * Able to demonstrate a strong understanding of building design and base build management * Well Platinum, BREAM, and NABERS experience preferred * Strong M&E experience * Excellent Sustainability knowledge * 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. This is an on site, full time, permanent opportunity. If your experience matches this roles requirements contact me now