Operations Director

at  MAPP

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!

SKILLS (PEOPLE & TECHNICAL)

• Promotes a high level of satisfaction throughout the estate including client led projects, property managers, occupiers and and wider stakeholders clients by promptly responding to their service requirements. Provide a conduit between all properties on the estate in regard to reporting on operational issues
• Provides support to the Estate Director and deputises in their absence
• Ensure compliance and after training with MAPP to standards of policies and procedures established for the Estate
• Communicate with occupiers and clients in a courteous manner and be willing to assist where able, acknowledging your role as the first line site ambassador and reflecting the clients image through correct quality service
• Audit and oversee service charge budgets, including explanatory guides and analyse and monitor year end and monthly service charge expenditure, reconciliations, including monitoring outgoing costs and budgetary control in accordance with RICS guidance and investigate, report or address any outstanding positions and backlogs across the estate. Supporting property managers in delivering excellent service charge standard
• Control contractors working on site and manage the Permit to Work System as per MAPP instructions
• Coordination and planning between contractors and stakeholders across the estate
• Supporting property managers at their allocated sites including regularly inspecting and recording their properties, appropriately monitor, report on, support and feedback to site teams and sample auditing your teams for condition, standards, and occupier compliance with covenants
• Work with service partners to maintain the highest standard of building management and cleanliness within the area of responsibility – Landlord areas / common parts and vacant floors and conference rooms
• Assist the Estate Director in developing a close working relationship with all contractors to ensure they fully understand the MAPP culture and standards, ensuring a high quality service is delivered
• To participate at regular operational management meetings in conjunction with the Estate Director and property and asset management colleagues as applicable. This includes ensuring that all issues are promptly dealt with in accordance with agreed service criteria, minute taking and their distribution
• Communicates clearly and accurately with the Estate Director and occupiers, providing necessary support and information
• Management of up to 12 property management individuals and forming a conduit between operational site teams and the client
• Working with the property management team to maintain the site Health & Safety system. To ensure all health and safety audits are carried out in accordance with the planned programme and all follow up actions carried out within due timetable. This also includes ensuring that Riskwise (H&S Management tool) is regularly monitored and updated in accordance with all the Health and Safety requirements and current legislation
• Fulfil the compliance and policy requirements in accordance with MAPP policies and procedures and the relevant legislative framework. While also delivering the Bridge vision and values site ethos. One team working together to achieve excellence

LEVEL OF EXPERIENCE / CERTIFICATIONS:

Essential skills:

• Possess excellent verbal and written communication skills.
• Demonstrable experience in client and customer engagement.
• Experience in managing KPIs.
• Service charge budget management and reporting.

Desirable:

• Interest in sustainability.
• NEBOSH desirable / IOSH Essential
• RICS (Facilities Management) or working towards it

Working Hours: 9am - 5.30pm Monday - Friday

SALARY RANGE (BASED ON EXPERIENCE)

£75,000 - £85,000 per annum, depending on experience.

TITLE, TEAM AND ROLE SUMMARY

Title : Operations Director
Team : Site - London Bridge City
Who Does This Role Report Into? Estate Director

ROLE SUMMARY / PURPOSE AND SCOPE

This is an incredible opportunity to work in one of London’s most iconic business and lifestyle destinations, welcoming millions of visitors annually and working within a dynamic team in a fast-paced environment. The development encompasses 20 buildings, over 3,000,000 sq ft, a management team of 30 individuals, 300+ service partners and is home to 30,000 occupiers.
The Operations Director functions as the front line for MAPP assisting in all aspects of
service delivery, supporting the Estate Director and onsite Senior Management team. You will be directly responsible for overseeing the estates property managers and their portfolios. Checking and monitoring their Service charges, and overseeing and making sure Health and Safety records are maintained. Adjoining the Property Managers together to the estates ethos, and day to day service delivery. Supporting the serviced office accommodation and conference rooms, ensuring that the highest standards of management, maintenance and service are being maintained whilst having due regard to expenditure and current legislation.