Purpose of the Role

The Estate Operations Manager is a key role to ensure the overall smooth running of the Elephant Park, providing an innovative, operationally efficient, and safe commercial environment for both occupiers and visitors of the estate area. This role requires effective liaison with various stakeholders across the Lendlease Portfolio and Heart, including private residents, build-to-rent clients, freehold clients, and retailers when required, to ensure high standards of property management and customer satisfaction. The role also involves ensuring compliance with the Landlord & Tenants Act, Commonhold and Leasehold Reform Act, and meeting Key Performance Indicators (KPIs) set out under our management agreements.

Key Responsibilities

• Take ownership and responsibility for delivering Estate facilities operations identified in the PMA (Property Management Agreement) and/or any other client agreed initiatives or projects.
• Drive the service delivery of all core service partner contracts, including M&E, Landscaping, Security, and Cleaning, ensuring standards are in line with their KPI’s and SLA’s.
• Take ownership and responsibility for the Estate features and ensure its smooth operation with service partners.
• With assistance from the Retail Operations Manager, to be responsible for the Estate property assets that form part of the wider Elephant Park instruction.
• To work closely with the Compliance Manager to prepare for the annual client audit and to create a safe and secure site.
• Act as custodian and ensure that all aspects of the relevant Savills Manuals including Operations Manual, Health and Safety, and Accounts Manuals are complied with.
• Report to Director of Estates and client directly, ensuring he/she is kept informed on matters relating to standards of facilities management, highlighting areas for concern or improvement. Particular areas to be covered include compliance and H&S, sustainability/client’s Global Minimum Requirements, community engagement, and the wider site vision and urban regeneration.
• To work in accordance with established Savills procedures, ensuring SEM and Q-Compliance systems are compliant.
• Deliver the financial management of the Estate through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly reporting, and service charge reconciliation.
• Ensure that the procurement of all supplies and services at the property is undertaken in accordance with the Savills procurement program to ensure the highest standards for the best price. This will include undertaking tenders, working with consultants, writing decision justification memorandums to the client, and using the ProActis purchase ordering systems.
• Monitor contractor performance against agreed standards. Review Cleaning, Security, Landscaping, and M&E service contracts as appropriate.
• Ensure that Health & Safety, emergency procedures, and safe working practices are established, maintained, and conform to current legislation, ensuring Estate users, contractors, and members of the public are provided with a safe environment throughout all areas of the Estate.
• To ensure all risks identified in the independent Risk Assessment are properly addressed and to review risks as part of Savills audit process.
• To ensure reactive maintenance and day-to-day service requirements are undertaken by the relevant service partner in a timely and cost-effective manner.
• Be familiar with IT systems, electronic security, heating, ventilating, mechanical, and electrical equipment on the Estate and have a sound understanding of the purpose and general working of such equipment. Ensuring maintenance contracts are in place and suitable to cover O&M manual requirements.
• Assist and liaise with building surveyors/architects/consultants on major works.
• Lead and assist, where applicable, the tender and smooth mobilisation of service contracts.
• Identify and arrange minor planned works with all service partners and sub-contractors.
• Managing procurement schedules, ensuring procurement compliance for the client and Savills, and embedding sustainable procurement within our service partners and sub-contractors.
• Identify areas and assets to be included within the Estate’s Life Cycle Replacement Strategy.
• Prepare site regulations and issue/approve permits to work for contractor activities on site.
• Liaise with the Events and Marketing teams to ensure the safe organizing, management, and arranging of the Estate events programme.
• Have input, develop, and maintain occupier handbooks and house rules and regulations.
• Establish a regular inspection programme for all areas of the Estate in accordance with site insurance and regulatory requirements.
• Encourage cultural alignment and partnership with the service partners to adhere to Elephant Park’s philosophy and core values.
• Establish and develop good relations and partnerships with Elephant Park occupiers, various authorities, and local agencies, notably:
  • Leaseholders of Elephant Park
  • Local community
  • Local authority
  • Police
  • Fire brigade
  • Public transport providers