General Manager

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Role Summary

Mill Yard is a new mixed-use campus in central Cambridge comprising of 110000 of flexible office space across three buildings 70 build-to-rent residential apartments Green and Community spaces including a creche/nursery alongside a cluster of ground floor retail/food outlets. The building is a 5* NABERS and BREEAM Outstanding

JLL are appointed as Property Manager by the building owner RAILPEN by way of a Property Management Agreement (PMA) where JLL report directly to the owners asset management advisor.

The GM will work with the JLL Property Management Team to ensure the JLL PMA scope is delivered to the highest possible standard. The GM role will be based at the building and will have key responsibility for delivery of all landlord operations.

The GM will be JLLs and the building owners ambassador and must maintain and promote the propertys service delivery and position in the locality as best in class for occupiers to work addition to working alongside the JLL PM Team the GM will have a close working relationship with RAILPENs asset management department as well as senior representatives of the building tenants.

Team Structure

Reporting to the JLL Client Lead and taking direction from the PM Surveying Team the General Manager will have line management responsibilities for the on-site Community Facilities Coordinator and roles that may be added to the team at a later date. You will work closely in a number of virtual teams within PM including surveying sustainability and accounts teams.

Key Responsibilities

Client Service: Key duties include

understanding the Clients objectives and instructions in relation to the property.

Assist in client reporting concerning all on-site operational issues and customer relations

Act as lead for the client in all matters relating to the operation of the property to establish and enhance brand image

Customer Experience:

Establish and manage a property strategy with a view to providing a high standard of customer service that enhances the customer experience and develops a property partnership community.

Regularly meet with the occupier representatives to fully understand their wants and needs within the property.

Manage the on-site service partner teams to ensure optimal customer satisfaction and minimise the downtime when service interruption occurs.

Liaise with the Client to undertake periodic customer feedback sessions and respond to occupier feedback with a view to achieving positive outcomes and consistent high levels of customer satisfaction.

Operations Management:

Lead develop and inspire the on-site Mill Yard Management Team (both directly employed and sub-contracted) to deliver high standards of service at the property.

Working with the JLL PM Team ensure the JLL PMA scope is delivered and all SLAs and KPIs are met such that service excellence is delivered throughout all areas of on-site operations.

To be responsible for the implementation of agreed best practice in accordance with the JLL PMA and JLLs Facilities Management Best Practice policies in the following areas: service charge financial management information/communications procurement operations repair & maintenance social & environmental responsible management customer experience and human resources (training and development) ensuring:

customer service delivery

standard systems and procedures

standard documents and templates

audit and inspection.

reduction of risk

consistent high standards of service delivery (and their measurement)

improved reporting to clients

Inform the JLL PM Team and Client of any occupier matters that may influence valuation/investment considerations including assistance in monitoring occupiers compliance with covenants.

In conjunction with the JLL PM Team ensure the financial management of the property through the preparation of service charge budgets the monitoring of agreed budgets to pre-defined cash limits expenditure variance reporting and service charge reconciliation is delivered to JLL accounting practices. To include the administration of non-recoverable budgets.

To understand the principal terms of occupier leases as they affect the property management of the building and the Clients obligations to provide services including clarity on the extent of the common areas.

Ensure that the procurement of all supplies and services at the property is undertaken in accordance with JLLs PMA and JLLs procurement policy to ensure the highest standards for the best value.

Ensure high quality health and safety practices are maintained in accordance with best practice guidelines from central support under the JLLs risk management programme.

Ensure all aspects of the JLL PMA Clients ESG requirements and JLLs Socially Responsible Management programme is implemented in relation to environmental & sustainability policies.

Be familiar with all heating ventilating mechanical and electrical equipment at the property and have a sound understanding of the purpose and general working of such equipment. Ensure maintenance contracts in place cover specification as defined within the O&M manual requirements and do not negate warranties/guarantees.

Where required work with appointed professional consultants Building Surveyors/Architects/Designers consultants as well as MEP VT and Energy consultants.

Ensuring the timely and cost-effective completion of reactive and planned maintenance requirements. Have knowledge of all building equipment and ensure maintenance contracts are in place to cover operation and maintenance requirements.

manage properties in accordance with JLLs policies and procedures ensuring adherence to best practices as outlined on the PAM Process Hub site.

monitor vacant/void properties as per the clients insurance policy where applicable. Implement regular inspection programmes in compliance with insurance and regulatory requirements. Assist in submitting insurance claims and obtaining quotes or works as instructed by insurers or loss adjusters as necessary.

ensure properties are ready for sale handling due diligence inquiries related to facilities for both disposals and lettings.

Required Qualifications Skills and Experience:

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

Strong management experience gained within a high-profile Grade A office environment.

Experience of mobilising a Grade A office building from pre-practical completion to a business-as-usual state

Able to collaborate and partner where appropriate with the key stakeholders to deliver a high-class environment reflective of the asset.

Able to represent the Clients interests at meetings events and within the LaSalle community.

Able to demonstrate a strong understanding of building design and base build management.

A proven track record in managing and motivating on-site operational management teams.

Experience of managing service charge budgets and major CAPEX projects

Strong commercial acumen and understanding of service charge management.

Strong leadership skills to build a team effectively manage and motivate the team to achieve a high level of performance and to exceed targets.

Accountable and resilient

Ability to work under pressure.

Demonstrate ability to support change related initiatives and to determine what expertise and resources are required to resolve problems quickly and efficiently.

Ability to communicate at board room level and contribute to identification and evaluation of potential solutions to the problems based on the facts assessment of risk and awareness of desired business objectives.

Location:

If this job description resonates with you we encourage you to apply even if you dont meet all of the requirements. Were interested in getting to know you and what you bring to the table!

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