Estate Manager

Responsible for supporting the operation of a large mixed-use Estate in Stratford, London. Objectives of Role The overall responsibility is to support the operational requirement of the Estate and ensure that services meet or exceed the expectations of all stakeholders and guests. The person is expected to operate with a high-level of autonomy, as well as working effectively in a team to ensure seamless operations on the Estate. The Estate Manager will be expected to build working relationships with the Estate Occupiers, the PAM PM team, the client and all wider stakeholders. Due to the operation demands of this role, there is a requirement to be onsite Monday to Friday. Team Structure The Estate Manager will report directly to the Senior Estate Manager but will work closely with the Client team and JLL Surveyors. The Estate Manager may be required to support Senior Estate Manager, Customer Experience Manager and Assistant Estate Manager. Key Objectives

• To support the management of Estate FM operations to an exemplar level
• To communicate with customers, building meaningful business relationships
• To organise and facilitate regular meetings and conferences with occupiers that further develops relationships and occupier satisfaction
• To coordinate and undertake customer feedback in conjunction with the Customer Experience Manager
• Ensuring prompt payment and coding of invoices to ensure a high standard of financial management is maintained.
• To maintain the Estate security procedures especially the business continuity plan and undertake local desktop exercises; to review and implement lock-down procedures and communicate to occupiers
• Overseeing adequate provision is made for emergency and out of hours cover, especially in relation to security, maintenance and cleaning.
• To take ownership of and fully resolve issues in a timely fashion - including property operational matters, all physical standards and procedures, occupier queries or complaints and any other event that may affect the normal operation of the Estate for the benefit of its customers
• Implementation and management of Health and Safety procedures & practices to ensure the estates remain compliant with legislation and guidelines.
• Deputising in place of the Senior Estate Manager when required
• To oversee the management of all service providers in maintaining the Estate to the highest of standards for all occupiers, visitors, and guests
• To be a subject matter support for service providers and track strategic milestones.
• To support the service charge budget-setting in coordination with the SEM & Surveyor and to manage the budgets appropriately as well as producing quarterly variance reports
• To manage the clients' expectations through interaction with the client teams developing trust and mutual respect in all forms of communication and action. Working to ensure clients business goals and initiatives are fulfilled and voids minimised
• Manage site regulations and procedures and review permits to work for all contractor activities on site. To ensure reactive maintenance and day-to-day service requirements undertaken in a timely and cost-effective manner
• Ensure that the procurement of all supplies and services as part of the Estates Services is undertaken in accordance with Client instructions and the JLL procurement program to ensure the highest standards for the best price. This will include the use of accredited Contractors only, usually on the basis of framework agreements, and JLL's purchase ordering systems. Further monitor contractor performance against agreed KPI standards and review service contracts as appropriate
• Supporting the Estate management team and Customer Experience Manager in creating promotional operational content to showcase Estate achievements.
• To ensure the defined and expected standards of the Estate are maintained at all times and to act accordingly if they standards are not being met for whatever reason and in respect of which ever part of the Estate.
• Collaborating and supporting with various utility consultants to evidence and track usage and billing across the relevant properties
• Collating and providing data for the Client's ESG & sustainability platform.
• To understand local authority requirements regarding planning permissions and requirements for the Estate.
• To support with the compilation of Client Audit documentation, lead on Client site walks and rectify any business improvement findings.
• Oversee planned maintenance program projects to ensure all Estate Assets are kept in good working order.
• This list in non-exhaustive and ad hoc tasks may be required to support the Estate operations.
  
  Previous contract management & specification experience
• Proficiency in Microsoft systems is mandatory, Microsoft Excel knowledge is advantageous
• Capable decision maker with can-do attitude, takes ownership and tracks solutions to completion
• Experience of managing service providers
• Experienced and capable at managing service charges, quarterly reviews and reconciliations
• Familiar/aware with the RICS code of practice for service charges
• Ability to handle complex and varied workload
• Previous experience in formulation client reports
• Confident individual with advanced public speaking capabilities
• Previous experience of stakeholder communication
• Previous experience in working in a site based team, Experience in working in a Commercial Property or Estate
• M&E understanding / training advantageous
• A thorough understanding of Health and Safety
• Financial Management
  
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