General Manager - Kings Cross Estate

Job Description

Purpose of the RoleA dynamic and experienced leader who will work closely with the asset manager and Savills teams. An influencer who is able to set strategic direction aligned the business plan and purpose of King’s Cross, including the values, culture and behaviours. Aneffective team manager with results-driven, customer-focused leadership.The role will be to oversee the overall successful operation of King’s Cross through strategic direction, management leadership and accountability with a focus on customer experience. To represent and be the public face of King’s Cross as it stands and before,during and beyond launch of the new development phases. To have a clear vision for creating a destination combined with strong operational and procedural background. Experience of complex properties/ estates and services charge as well as dealing with multiplestakeholders will be necessary.Delivery of the vision and key objectives in the business plan, having strategic focus and motivating the team to deliver operational excellence and the best experience for customers.Key ResponsibilitiesResponsible for: Members of the senior leadership team, other leadership roles as relevant. Changes applicable subject to ongoing recruitment.Management and Leadership

• Create and drive a strong multi-functional leadership team providing depth and resilience to the operation of the property, ultimately driving strong operational KPI’s and Customer satisfaction.
• Operationalise the business plan set by the asset manager to be cascaded to all team members aligned to the values and aspirations of the client.
• Direct and support the Senior Leadership Team
• Ensure all team members receive exemplary levels of support, development and performance feedback.
• Monitor metrics providing an objective view of performance, identify shortcomings and address forthwith.

Leadership and Best Practice Bring best practice from across the Savills business, Property Industry and aligned business sectors of our service building:

• Lead teams to champion the King’s Cross purpose and achieve its goals.
• Working with the Savills team to adopt our core principles of service delivery in a manner that aligns with the Estate Customer Experience plan.
• Implement continuous service improvements through the introduction of new initiatives, ideas and technology.
• Champion the company policy within the area of Corporate Social Responsibility including Community Initiatives to ensure an integrated way of working by driving this ethos through the onsite teams.
• Represent the estate to outside agencies in the Greater London, ensuring its profile is effectively maintained and developed.
• Understand business linkages by having a broad and deep understanding of the office/retail/leisure/ residential industry, the marketplace and issues relating to the city, politics and the environment in which it is located.
• Find opportunities to continuously improve the estate as a destination and successful asset.

Financial

• Establish and nurture a culture which allows the teams to take overall responsibility for the property, budgets and business objectives.
• Forecast, set and manage the budgetary movements for service charge and non-rental revenue.
• Manage resource within agreed financial parameters.

Brand Enhancement

• Uphold the brand personality, values and spirit throughout the team.
• Help build and promote a brand which is unique, vibrant and aspirational, that reflects the corporate values of King’s Cross.
• Work with the team to consistently exceed customer expectations and deliver long term, sustainable customer satisfaction both internally and externally.
• Work with the client team to maximise positive exposure in both PR and all forms of media.
• Understand and react to customer feedback and data from social media platforms, where required.

Occupiers

• Align with King’s Cross customer experience strategy.
• Oversee good relationships with all occupiers through operational support and delivery and be the primary contact for senior staff at site level in line with the asset manager’s CRM framework for occupier relationships.
• Take time to understand occupiers’ occupation objectives and business performance.
• Maintain positive relations and encourage feedback with all key occupiers and assist in occupier initiatives, updating on progress at Occupier Meetings.
• Support occupier engagement with successful implementation of a Digital Layer

ESG

• Lead the delivery of ESG goals as set out by the asset manager and in line with the King’s Cross purpose.
• Engage with the occupiers to understand their ESG aspirations to encourage aligned goals and behaviours.

Communication

• Maintain a consistently high level of dialogue with the full team.
• Ensure everyone understands the business objectives and the part they play by championing any necessary changes and acting as a role model at all times.
• Work in conjunction with Savills Property Manager and Human Resources to recruit quality employees from a wide and diverse background as and when necessary.
• Provide effective leadership to ensure the development and encouragement of all management and the team to meet both business and personal objectives.
• Undertake pay and bonus reviews of onsite team in conjunction with the Asset & Property Management Team.
• Lead and encourage the Senior Management Team to ensure the development of the team to meet business and personal objectives.

Additional Responsibilities

• Attend any training and development courses as necessary.
• Be a part of the Savills best practice networks.
• Adhere to all Company Policies and Procedures.
• Undertake any other reasonable duties as required to meet the needs of the business.
• Familiarise yourself with and comply with the company’s ‘Health & Safety’ procedures.
• Undertake weekday and weekend duties as a member of the Senior Management on call rota.
• Establish ways of operating more efficiently whilst maintaining and enhancing services.
• Ensure adequate reporting, professional note taking and meeting conduct is adhered to across the whole delivery team.

Health and Safety and Security Good awareness of the property Health & Safety Policy ensuring that it is c