Senior Estate Manager - Paternoster Square Estate, London

Purpose of the Role

The Senior Manager is responsible to deliver exemplary daily operational and planning expertise within all aspects of the mixed-use estate at Paternoster Estate.

Brilliant basics are essential, ensuring consistency of delivery across all estate functions and operational work streams. Accurate reporting and time management are fundamental to the role to ensure successful delivery of the business objectives and Estate purpose.

Innovation is key, making best use of best-in-class processes, technology, and empowering service partners and the Estate team to ensure we operate effectively across the estate.

Driving and delivering a collaborative, inspiring, and engaging working ethos will enable the senior estate manager to ensure a one team approach aligned to the clients’ objectives.

The Senior Estate manager will work with and support the Estate Director and the wider operations/estate team in the delivering and managing the logistics and operational elements of a busy dynamic and fast-moving estate.

The role is ideally suited to someone with initiative, drive and exceptional organisational and people skills, attention to detail and excellent written and verbal communication skills.

Key Responsibilities

The Senior Estate Manager provides overall operational direction, leading the team to deliver best-in-class estate operations. They are accountable for the public realm, and responsible for exemplar service delivery, aligned to the various support functions on and off site that execute brilliant basics in a demanding, dynamic environment.

This role is required to take ownership of the client/Savills vision and values, ensuring these are fully integrated across the estate. The Senior Estate Manager will lead by example to deliver the highest service standards, positive working culture, and customer service excellence.

Client Service

· To understand the clients’ objectives, asset management plans and instructions in relation to the properties and wider public realm/estate.

· To assist with client reporting concerning all on-site issues and customer relations.

Customer Experience

· To develop excellent relationships with the owners and their advisers, reporting to the client on all aspects of the management of the estate through regular formal written reports and meetings in addition to ad-hoc communication as required.

· Deliver an excellent customer experience for occupiers and the public realm users.

· Track current, new, and emerging industry trends and best practice to the benefit of the wider team.

· Liaising with the client senior asset management team and other colleagues to undertake regular customer feedback, responding to this to achieve positive outcomes and consistent high levels of customer satisfaction.

Operations

· Build, lead, develop and inspire the PSQ estate team to deliver the highest standards of service on the Paternoster Square Estate with a united and effective team.

· Undertake performance management reviews/PDR’s and action any training or development required.

· Ensure all new employees have a full induction and training (specifically statutory) requirements are constantly monitored.

· Identify opportunities for continuous improvement and innovation delivered through accurate project plans.

· To be responsible for the implementation of agreed best practice operations in accordance with Savills’ policies and procedures in the following areas:

• service charges management

• information sharing/communications

• procurement process

• estate operations

• risk and safety reporting

• repair & maintenance

• ESG

• customer experience

• team training and development

· In conjunction with Savills property management surveying team, ensure the preparation of service charge budgets, the monitoring of agreed budgets including the owners’ business improvement programme (BIPs), formal quarterly variance reporting and service charge reconciliations, including non-recoverable budgets are managed efficiently and effectively.

· Assist in pro-actively procuring, following the company tender guidelines, contracted property management services, ensuring the requisite standards for the management and delivery of such services are upheld through regular structured monitoring, auditing through inspections and direct liaison with service partner.

· Work in collaboration with engineering and project teams to identify and implement asset life-cycle replacement programmes, including mechanical, electrical, public health and drainage, vertical transport, and fabric.

· Manage and facilitate outsourced service providers and the in-house teams to ensure security, cleaning, landscaping, maintenance, and repairs (fabric and mechanical and electrical) are coordinated, adhering to written service level agreements and the required specification as detailed in operational and maintenance manuals.

· Completion of site inspection and audits reporting on service partner SLA’s and monthly KPI’s

· Develop and maintain a professional understanding and close working relationship with appropriate occupier representatives and encourage frequent and open communication and flow of information on relevant estate issues.

· Manage contractor site access and permits to work for service provider contracts, proactively ensuring the maintenance of sound working relationships and tight standards of financial and contract management.

· Ensure that the Savills insurers are alerted to potential claims and investigate and provide all documented support to accident and insurance investigations.

· Ensure that all operational activities comply with relevant legislation e.g. Health & Safety at Work Act, Data Protection Act, Equality Act etc.

· Ensure that Health & Safety, emergency procedures and safe working practices are maintained and conform to current legislation, ensuring occupiers, visitors and SMR staff are provided with a safe environment in which to conduct their core business and leisure activities.

· Ensure high quality health and safety practices are maintained in accordance with best practice guidelines from Savills’ Safety+ team and the completion Service Excellent Metric (SEMs) and DataStation actions.

· Be an active member of and support the senior management leadership team to work on estate management continuous improvement project

· Ensure that strong lines of communication are developed with all stakeholders – client, asset managers, residential managing agents, occupiers, contractors, customers, local groups, council, neighbour’s

· Ensure all aspects of estate staff training, development and general welfare requirements are identified and formally reviewed in accordance with company policies.

· Implement all operational systems and act as a custodian to ensure that all aspects of the relevant SMR procedures are up to date and complied with in line with Savills operational procedures, standards, and systems manuals

Key Responsibilities

· Estate management lead on all daily operational and PMA aspects

· Chair/participant in weekly operational briefings/meeting/performance arenas

· P2P system facilitator and authoriser

· Data analytics, performance report delivery and client KPI/PMA adherence lead

· Management of service partners, service partner portals and operating systems

· Incident reporting and investigation

· Compliance and Data station reporting lead

· Liaise with all relevant departments to ensure the smooth operation of events, Health & Safety, Security, Estates Team, and Fabric tasks.

· Any other task that assists the administration, and operational management on the estate and as seen appropriate by the Estate Director

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Skills, Knowledge and Experience

· Excellent customer service skills and a track record of implementing successful customer orientated activities

· Strong management experience gained within high-profile office and mixed-use developments

· Able to collaborate and partner with the key stakeholders to deliver a high-class environment reflective of the asset and the Central London location.

· Able to represent Savills’ and client interests at meetings, events and within the Central London Savills’ community

· A strong understanding of building design and base build management

· A proven track record in managing and motivating on-site operational management and estate teams at a senior level

· Experience of managing service charge budgets and major CAPEX projects.

· Strong commercial acumen

· Strong understanding of service charge management (RICS)

· Strong leadership skills to build and maintain a high-performing team, effectively manage, and motivate the team to achieve a high level of performance, to exceed targets and overreach expectations and to retain talent

Working Hours - 9.00am- 5.30pm

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