Regional Operations Manager Centre Management

SUMMARY:
Regional Operations Manager Centre Management

POSITION INFO:

Overview of Responsibilities

• Efficiently and cost-effectively manage portfolio operations.

• Lead and support Centre Managers and centre staff to achieve operational excellence.

• Implement, maintain, monitor, and report on Policies, Procedures, and Controls across the portfolio.

• Provide comprehensive training and guidance to centre management and staff regarding Policies, Procedures, and Controls.

• Ensure full compliance with the Occupational Health and Safety Act, company security protocols, and fire protection requirements at all centres.

• Identify and manage relationships with suitable maintenance service providers strategically across the portfolio.

• Monitor the performance and efficiency of operational contractors and service providers.

• Oversee security, cleaning, refuse, landscaping/gardening, and other contractual services to ensure adherence to agreements.

• Manage tenant relationships effectively throughout the portfolio.

• Actively participate in community policing forums.

• Support community Social Responsibility Initiatives (SRI), marketing, and promotional activities as required.

• Provide ad hoc support to leasing, marketing, legal, finance, procurement, HR, and other departments within established processes.

• Oversee maintenance and lifecycle management across the portfolio.

• Assist with capital and high-value maintenance projects, ensuring timely reporting, monitoring, successful completion, and handover.

• Review operational reporting to ensure quality and procedural compliance.

• Ensure strict adherence to the procurement policy.

Detailed Responsibilities

1. Audits

• Conduct monthly site visits to each centre within the portfolio.

• Perform comprehensive audits and complete Site Inspection Reports ("SIPA Reports") in line with the Site Visit Protocol.

• Upload SIPA Reports accurately to the Operations Portal and submit to head office as required.

2. Tenants and Leasing

• Hold regular tenant meetings, focusing on problem areas and strategically important tenants.

• Support tenant conflict resolution efforts.

• Assist Centre Managers with tenant arrears and leasing discussions as necessary.

• Support the leasing team in tenant negotiations and related processes.

• Help maintain an ideal tenant mix across the portfolio.

• Monitor compliance with lease usage clauses and promptly report any breaches to Leasing/Legal.

3. Billing, Rent Collection and Arrears Management

• Perform monthly pre-billing checks and submit in accordance with the pre-billing process.

• Review monthly arrears schedules received from Head Office.

• Assist with arrears collection where feasible.

• Escalate arrears and tenant operational concerns flagged by Centre Managers to the Legal and Risk Manager.

4. Budget and Financial Performance

• Prepare the annual maintenance budget for the portfolio.

• Identify capital maintenance requirements for the forthcoming year.

• Contribute to capital development planning.

• Familiarise yourself with the approved portfolio budget and ensure procurement aligns accordingly.

• Review financial reports and analyse variances in income and expenditure against budget.

• Manage the portfolio cost-effectively within budgetary limits.

5. Security and Safety

• Review and ensure evacuation and emergency plans are in place and communicated effectively to tenants.

• Train Centre Managers and security personnel on emergency procedures as outlined in the manual.

• Monitor and verify short-postings on sites, ensuring appropriate invoice deductions.

• Report incidents immediately to the Head of Operations and Operations Executive, following the 10 Step Security Protocol.

• Hold monthly meetings with security providers to discuss performance and strategy; escalate concerns to the Legal and Risk Manager.

6. Service Providers and Contractors

• Ensure cleanliness, landscaping, and other contractual services meet high standards.

• Monitor short-postings and invoice deductions as reported by Centre Managers.

• Regularly review contract scopes with Centre Managers and recommend efficiency improvements, adhering to contract procedures.

• Convene monthly meetings with key service providers to review performance and discuss optimisation.

• Report on service provider meetings during quarterly strategic reviews.

• Establish and maintain building services solutions to ensure optimal and cost-efficient operations.

• Support procurement in sourcing and maintaining a register of reputable contractors to ensure competitive pricing and quality.

7. Maintenance, Lifecycle Management and Tenant Installations

• Develop and maintain a five-year maintenance plan for each building, identifying preventative maintenance needs.

• Prepare method statements for monthly, quarterly, bi-annual, and annual mai