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Purpose of the Role
We are looking to recruit a Senior Portfolio Operation Manager with a minimum of 5 years experience at Front of House Manager level or above to provide services at multiple client sites across London.
We are looking for someone with a passion for customer service and who is driven to coach and mentor a team.
This is a customer-facing role, and constant contact with the client will be required to build strong relationships and ensure all standards and targets are met, whilst also conducting site visits, teams and client meetings.
The main purpose of the Senior Portfolio Operations Manager role is to plan, organise and manage the delivery of quality services on multiple high-profile residential accounts across London, with a focus on service excellence and statutory compliance.
You will be responsible for building and maintaining effective client relationships, ensuring that services are not only compliant with contractual SLAs/KPIs but also meet and exceed Client and Company expectations.
The ideal candidate will be a self-motivated senior manager with a “can do” attitude and strong customer service ethic, with demonstrable experience in front-of-house services.
You will have a proven track record of leading and motivating high-performing teams effectively, together with strong decision-making, negotiating and influencing skills.
Key Responsibilities
DEPARMENTAL MANAGEMENT
Proactively manage all aspects your portfolio, ensuring operational and commercial success.
Ensure adherence and review and innovation of FOH+ SOPs in regards to management, service delivery and processes ensuring transparency and accountability and scalability.
Drive the KPIs within your portfolio towards continuous improvement.
Deliver timely reports and insightful management information from your portfolio.
TEAM MANAGEMENT
Proactively manage your direct reports to develop all aspects of Front of House+ within their buildings.
Stay close to the business at all times making recommendations on improvements and innovations, always thinking forward and regularly reviewing technology and service standards.
Support mobilising new contracts as required, you may be required to participate in TUPE transfers with HR as well as mobilise new and TUPE Staff.
Manage the onboarding process, creating welcome packs and onboarding information for new employees.
Support and develop your direct reports and on-site teams, including performance management, training, succession planning and mentoring
Responsible for recruitment and talent management within the managed team
Portray yourself in a professional manner at all times and lead from the front. To maintain the visual aspect of the Front of House+ service by managing standards such as uniform and general presentation
Support Senior management in tenders/presentations when required.
SERVICE EXELLENCE
Strengthen the internal reputation of Front of House+ by providing an exceptional service to employees, customers and users of the service.
Deliver events and activations across the portfolio, thereby contributing to Savills’ and our clients’ ESG goals and customer satisfaction. Feed back into the business stream the results of these initiatives for central ESG reporting.
Ensure a strong focus on service excellence is threaded into every aspect of the department.
Continuously develop and innovate the standard of our services.
MOBILE REQUIREMENT
Implement and deliver a regular site visit and client meeting schedule by yourself
Attend internal and external meetings, mobilisations and recruitment drives, client meetings and welfare visits, and industry events.
Respond to all emergency out-of-hours calls in a timely and efficient manner. The nature of the role is that shift patterns may go outside of your normal working hours so you are expected to be flexible at times for emergency situations.
COMPLIANCE
Ensure compliance with all ESG, H&S and security rules and regulations as directed by legal and Savills requirements.
FINANCIAL AND OPERATIONAL
Manage and control the payroll for each Individual/contract where necessary.
Manage and take accountability for your team's P&L, report to your line manager on a monthly basis profit/loss and be able to communicate any overspend and/or vulnerabilities within the financial reporting provided by the central finance team.
Responsible for direct absence management, both operationally and ensuring all absence is correctly registered within the Cascade system.
RELATIONSHIPS
Build and maintain relationships with the Building Management Teams, your colleagues and your teams.
Challenge direct reports and clients in a positive way to gain the right outcome and not shy away from difficult decisions that require influencing skills.
Skills, Knowledge and Experience
Candidates will be required to demonstrate the following:
- Track record in successful management of a portfolio of contracts/residential developments and/or sites.
- 5+ years in Customer Service experience in a management capacity. This could be from luxury hospitality and/or residential background
- Proven successful team leadership and development.
- Experience in managing a team and/or department through transparent management practices such as SOP’s, KPI’s, SLA’s.
- Demonstrated ability to build and maintain strong relationships with both internal and external stakeholders.
- Strong understanding of customer service trends in the residential front of house and customer experience sector.
- Ability to adapt to rapidly changing business conditions and client requirements including technology adoption and improvements.
- Good organisational and project management skills with the ability to oversee multiple initiatives simultaneously.
- Very good knowledge of security requirements within residential FOH settings
- Highly organized with good written and verbal communication skills.
- Flexible, collaborative, hands-on approach to enable success in a dynamic environment.
- Efficient in multi-tasking in high pressure environments.
- Maintain impeccable standards of appearance, personal hygiene, behaviour, and discipline.
- Experience in dealing with disciplinary, grievance and other HR related meetings.
- Experience in personal development reviews, understanding the training needs of your teams to develop and evolve within their role and beyond.
- Good health and safety knowledge, IOSH/NEBOSH preferred
Working Hours - 5 out 7 days, 37.5hrs a week
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