Head of Purpose and Enablement - Kings Cross Estate

Purpose of the Role 

People, Planet, Performance, Progress – King’s Cross’ ambition is to be a global exemplar of progressive city life. 

Inclusive, humane, modern urban city living. 

The Head of Purpose and Enablement (HoPE) is a senior leadership role supporting the Operations Director and General Manager. They will lead and drive King’s Cross Estate Services (KCES) purpose, ensuring that it is integrated into all aspects of the operation. The HoPE is responsible for inspiring and guiding KCES colleagues to align their work with the King’s Cross vision and values, fostering a purpose-driven, positive work culture that enhances individuals and team engagement and performance. Customer satisfaction is at the centre of all decision making and the HoPE is responsible for ensuring that purpose is demonstrated internally and externally, and is integrated into strategy, culture and branding. As a member of the leadership team, it will support the Operations Director and General Manager in delivering the King’s Cross strategy and form a part of the senior leadership group responsible for developing and implementing a ‘one team’ work culture. In order to offer customers a global exemplar service, all roles across KCES need to work collaboratively and support one another at all times; strong leadership, effective team management and business planning skills are critical to the success of this position. Team Management Lead and guide the Social Value and Environment teams Act as a champion of the King’s Cross Values and behaviours, ensuring they are embedded within day to day operations across all KCES and wider King’s Cross Teams, driving a sense of direction and commitment. 

Key Responsibilities 

Strategic
• In collaboration with the General Manager, Operations Director, Head of Destination, Head of Property Operations, Director of Surveying and other colleagues, develop and implement an effective property management and customer engagement strategy for the short, medium and longer term.

• Understand the investors purpose and objectives for King’s Cross and create portfolio management plans to enable the team to support those objectives.

• Measure, monitor and drive progress against business plan objectives and agreed KPIs

• Maintain and build strategic customer relationships. Develop and maintain a professional understanding and close working relationship with appropriate occupier representatives and encourage frequent, open communication and flow of information on relevant and topical issues.

• Ensure appropriate, clear communication lines are established and maintained with the wider King’s Cross teams including all service partners, central London Operations team, London Business Space team, supply chain, safety team, accounts team etc. to align and deliver the best outcome for KCES. 

People and Progress

• Oversight and ownership of the King’s Cross Estate Services induction process. Ensure that everyone delivering a service on behalf of King’s Cross has been inducted and is aligned to the King’s Cross purpose and values, with a full understanding of the ambassadorial and customer service role they play.

• Ensure all Savills KCES team members are aware, confident and trained on the relevant systems, operational standards, process and procedures to drive consistency, compliance and best practice.

• Support the Operations Director to regularly review resources, roles and structure to ensure the service offering reflects the requirements of the business and customers.

• Nurture a culture of continuous improvement and review through training, communication systems and processes. Design and develop clear talent pipelines for career progression and local recruitment, working with and supporting KX Recruit.

• Lead the team to achieve King’s Cross strategic vision and delivery of a positive, customer-focused culture, consistently exceeding Savills’ RISE principles.

• Increase KCES employee engagement, satisfaction and retention, improve KCES inter-team relationships, efficiency and performance.

• Promote a ‘One Team‘ ethos and culture across all areas of King’s Cross.

• Enhance and manage the investor led Incentive Scheme to celebrate and inspire best practice.

• Provide guidance to and motivate the wider King’s Cross team.

• Work with the leadership team to integrate purpose into business strategies and decision-making processes.

• Collaborate with marketing and communications teams to ensure consistent messaging and branding around KCES purpose.

• Deliver agreed programmes, and initiatives and effectively manage and report on costs within agreed budgets.

• Form relationships and engage with the Central London Operations and wider Savills teams to enable a progressive, first-class service to all customers.

• Work with the Director of Surveying to understand the obligations set out within the leases.

• Develop knowledge internally and externally to the real estate industry to drive innovation.

• In-conjunction with the Operations Director, develop a strong relationship with the commercial Asset Managers, Owners and Investors through regular dialogue, monthly meetings and quarterly reporting, updating them with any necessary customer and/or asset related issues and opportunities.

• Take ownership of King’s Cross vision and values ensuring that they are fully integrated into all of the buildings’ operations and wider estate services.

• Play an active role in and contribute to the senior leadership team, ensuring a complete approach to the wider King’s Cross estate and campus.

• Represent and promote the King’s Cross leadership group and Savills 

Customer

• Lead initiatives that promote a culture of purpose and social value within King’s Cross.

• Monitor and report on the impact of purpose-driven initiatives on employee engagement and motivation, customer satisfaction, and operational performance and productivity.

• Represent KCES externally as a thought leader on purpose, social value and corporate responsibility, and connect with central Savills ESG resources.

• Communicate and embed the Kings Cross purpose to all colleagues, customers, and other stakeholders, ensuring they are considered in daily operations and decision-making.

• Prioritise customer stakeholders and customer interdependencies.

• Lead and guide the Environment and Social Value teams, in conjunction with King’s Cross.

• Work closely with King’s Cross, RAL, Residential and KCES teams to create a system of values. Ensuring that the KCES purpose and commercial aims are aligned, rather than in competition

• Chair meetings, ensuring customer service levels, innovations and feedback is obtained, minuted and actioned.

• The Head of Purpose and Enablement will execute Savills’ RISE principles i.e. ‘providing an innovative, operationally efficient and economically competitive commercial environment for occupiers, contributing to the safety and wellbeing of all occupiers and users of the building whilst enhancing the investment value of the asset for King’s Cross.

Financial

• Utilise financial, commercial and market information and data to inform decision making and build business cases and to support Impact Reporting. 

The above is not intended to be an exhaustive list of duties and the role will be expected to perform different tasks as necessitated by business requirements, changes to the role, and evolving needs within the organisation. 

Skills, Knowledge and Experience

Essential

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Proven experience in a leadership role, preferably with a focus on change management or purpose-driven initiatives.
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Strong communication and interpersonal skills, with the ability to inspire and motivate others.
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Deep understanding of positive work culture, corporate social responsibility and ESG best practice.
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Ability to think strategically and align purpose with business goals.
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Excellent relationship-building skills, both internally and externally.
• Ability to be proactive and to remain calm whilst managing simultaneous priorities in a fast-paced, professional environment, and to lead others to do so.
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Flexible approach to working patterns in order to respond to the changing needs of a busy, mixed-use development.
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Outstanding leadership skills and ability to motivate and develop a team, high emotional intelligence.
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Excellent customer service ethos and relationship building skills.
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Meticulous attention to detail and organisational skills.
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Commitment to equality, diversity, inclusion and belonging.
Desirable
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Ability to use full range of Microsoft Office 365 applications including Word, Excel, PowerPoint, Outlook, Teams, Sharepoint etc.
Personal attributes
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Passionate about creating a positive impact through property – ‘the power of the big estates’.
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Strong ethical standards and committed to corporate social responsibility and inclusive employment.
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Empathetic and approachable, with the ability to connect with people at all levels and in all roles.
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Innovative and creative thinker, change-maker, able to develop and implement new initiatives to disrupt accepted norms and ways of working.
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Resilient and adaptable, able to navigate challenges and drive change.

 #LI-DNI

Please see our Benefits Booklet for more information.