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Job Listing Detail

Operations Manager

Job Reference
Employment Type

Mercat Shopping Centre, Kirkcaldy​

HR Contact

​Please email a covering letter and your CV (including reason for wishing to leave your present position and remuneration expectations), to  
Please note that the closing date for applications is 30 May 2018

We are unable to respond to any applicant individually, therefore if you have not heard from us within seven to fourteen days of the closing date, please assume you have been unsuccessful on this occasion.​

Role Objectives

​To be responsible for the day to day running of the Shopping Centre through management of the Soft and Hard Service FM contracts and preserving the value of the asset.

The Operations Manager will report directly into the Centre Manager and will be responsible for the facilities management contract. The Operations Manager will have the contract lead and any deputies including regional management reporting into them.

  • ​To maintain an awareness of and report to the Line Manager all operational issues that may impact on the value of the property.

Budgets & Finance

  • To work with the FM Provider in drafting and managing the service charge budget and expenditure ensuring monthly variance reports are provided

  • To verify and authorise invoices for goods and services relating to the site in line with the budget and PMPs.

  • To ensure where practicable, all works are competitively tendered for to obtain maximum value of expenditure for all our tenants.

Contractor Management

  • To monitor and report on the performance of the FM contract and their sub- contractors.

  • To ensure that all JLL contract procurement requirements are complied with.

  • To ensure that the FM contractor consistently delivers high standards across its entire delivery.

  • Set and score KPI with service provider regularly.

  • Ensure the FM contractor is staffing the Centre appropriately within the confines  of the SLA and budget. Any under delivery of hours are to be addressed and reported and any relevant credits noted.

  • Perform monthly property standards inspections with the contractor and ensure any defects are recorded on CAFM and addressed in the agreed time.

  • Ensure the site training matrix is kept up to date.

  • Ensure the customer experience is delivered and maintained to a high standard.

Property and Plant Maintenance

  • To ensure that the Planned Preventative Maintenance programme is executed and is revised annually.

  • Ensure tenants meet their leasehold obligations in respect of repair and maintenance by highlighting and addressing issues.

  • Ensure the whole of the asset is inspected daily by the FM team and defects are recorded.

  • Ensure the building is maintained and kept in a good standard of repair.

  • Working with the FM Contractor, ensure that their Fabric and M&E PPMs are kept up to date and that work is adequately prioritised at the start of the year and regularly throughout the year. Ensure records are kept and are available for inspection.

  • Ensure the asset remains compliant with relevant legislation and JLL's policy and procedures.

Tenant Liaison

  • To create and maintain good relationships with the tenants.

  • To ensure that JLL's Customer Service Charter is maintained and that retailers receive responses to queries and complaints.

  • Collect and track any documents from tenants deemed necessary for ongoing compliance.

Health and Safety/ Risk Management

  • To organise and co-ordinate site work with the minimum risk to health and safety and to comply with legislation, codes of practice and JLL's procedures.

  • To manage all health and safety matters in the building as required, utilising Risk Wise and other record/managements, ensuring full compliance.

  • To ensure that the necessary permissions, permits and compliance documentation are in place before actual work commences and that these are adhered to.

  • In the event of an accident or dangerous occurrence ensure that legislative requirements along with Centre and JLL's procedures are adhered to – all incidents to be thoroughly investigated following procedures to remove likelihood of reoccurrence.

  • To maintain and improve an operation manual/procedures file for the site and review it regularly, ensuring its communication to all staff.

  • To ensure emergency and crisis plans and strategies are relevant and reviewed regularly, ensuring their  communication to tenants and staff.

  • To liaise with Health and Safety Enforcement Officers, Police and the Fire Officer in order to develop good working relationships.

  • To ensure Health and Safety checks are completed at the specified frequency and action is taken to correct any failings.

  • To co-operate with the visits made by Consultants and Auditors appointed by JLL.

  • To advise and assist the marketing team in the safe and successful planning and delivery of events and mall income activity within the Centre.

  • Ensure e logbook is being used continually and track property maintenance regimes and compliance using the system


  • To ensure that the Centre continues to improve its performance by managing and monitoring all measurable activity.

  • Ensure environmental compliance is maintained.

  • Conduct and prepare for site quarterly environmental meetings.

  • To monitor and analyse centre utility consumption making recommendations for improvements.

  • Maintain 14001 accreditation.

Other Duties

  • To act as Duty Manager as and when required, deputising for the Centre Manager in their absence.

  • Lead, motivate & inspire all direct and indirect reports to be highly focused on the achievement of all business objectives & excellence as a standard.


  • To pro-actively offer suggestions/ideas for the more efficient performance of the Centre's business.

  • Ensure RiskWise tasks are kept up-to-date and closed off outside the 30 day period before closure

  • Manage the delivery and execution of the PMP's ensuring that all works are in line with the budget. Also ensuring the PMP is amortised over a 5 to 8 year period so the service charge can be predictably managed the next eight years at the same level each year

  • Actively engage in initiatives to 'future proof' shopping centres, including the introduction of commercialisation as applicable, engagement with social media and rollout of bespoke customer care programmes.

Required Qualifications

​Previous Experience

The post holder must have experience working in a multi tenanted property along with experience in project and contract management. Experience in managing clearing, security and M&E contractors against an SLA and a set of KPI is also necessary.

Person Specification

The post holder must have strong leadership skills and be a commercially minded decision maker. They must be flexible and readily embrace change. Particular strength will be required in people management so that teams are pulled together to deliver experiential and operational excellence. Strong communication skills and the ability to build relationships are essential.


  • Diploma in Shopping Centre management


  • Willingness to learn

  • Experienced in managing multi tenanted property

  • Experienced in managing Multi-disciplined FM contracts

  • Creative/innovative approach to problem solving and work practices

  • Strong leadership and people management skills

  • Excellent  communication and presentation skills across all levels of management

  • Proven experience in operational and budgetary management and control within a commercial environment

  • Sound IT skills

  • NEBOSH /IOSH Health & Safety  Qualifications