Operations Manager

ABOUT GREYSTAR

Greystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $350 billion of real estate in more than 260 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, managing over one million units/beds globally. Across its platforms, Greystar has nearly $79 billion of assets under management, including over $34 billion of development assets and over $36.5 billion of regulatory assets under management. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.

JOB DESCRIPTION SUMMARY

Reporting to the General Manager, the Operations Manager works alongside the Technical Services Manager, Events & Placemaking Manager, our Guest Experience Hosts and service partner teams to ensure the building and all workspaces are clean, healthy, safe, secure and premium spaces to work in.

Leads by example, setting the standard for exceptional customer experiences by creating productive and enjoyable environments for our service providers to ensure a proactive and responsive service is provided to our occupiers, the client and visitors to the building.

They manage, support and mentor service partner teams to promote and maintain positive relationships with our occupiers.

Note: This role is based at ONE Station Hill and Station Hill Estate.

JOB DESCRIPTION

Key Roles & Responsibilities

Operational Responsibility

• Alongside the General Manager and Technical Services Manager, be responsible for the delivery of all service streams on site and liaise with the relevant team members to ensure high standards are set and maintained.
• Ensure all service partners are regularly reviewed and that SLA’s are being appropriately managed and monitored.
• Act as champion and support training of service partners to become One Team with others working in the building, further enhancing the quality of service that we are able to provide to our client and occupiers
• Assist with finance including raising purchase orders, compiling service charge budget information and reconciliation
• Lead on client and other reporting requirements.
• Lead in completing and filing property inspection check lists
• Maintain positive relationships with internal and external customers and Reading community stakeholders
• Support with preparation of information for regular building newsletters and client reports
• Co-ordinate the process for office and retail occupiers moving into and out of the building
• Assist with managing and updating business continuity plans other emergency procedures
• Keep occupier handbooks and fit out guides up to date
• Monitor and proactively manage compliance information both Environmental and Health & Safety via RiskWise
• Be the main co-ordinator for the emergency communication process and ensure occupier contact details are always up to date
• Lead on arranging fire drills, landlord inspections and insurance inspections

Property Records

• Ensure accuracy of all property records and assist with producing reports as required
• Ensure accuracy of all property and team information on all company portals and workspaces
• Assist with the administration associated with all tenants fit-out applications and any appropriate occupational documents where required, including update of storage platforms

Correspondence and Documentation Production

• Assist in the production of meeting agendas, reports and presentations where required
• Supports with taking minutes of client and occupier meetings
• Draft standard responses to letters where required
• Lead on the compilation and production of service charge booklets

Customer Engagement and Surveys

• Responsible for support customer and community stakeholder engagement
• Supports with occupier and retailer onboarding
• Assist with customer satisfaction measurement including following up responses, creating and assisting the Building Management Team with creating action plan, tracker and updates to the Client

Permits, Helpdesk and Building App

• Supports and enables occupier training on all portals and any associated software applications
• Supports occupier queries relating to progression of calls through the customer service desk and providing feedback on progress and completion to all stakeholders, either directly or via the responsible service partner team
• Assist in the administration of raising & closing out permits and review service enquiries raised via portal
• Review RAMS for low-risk work and access permit requests for occupier and landlord works
• Review information entered onto the permit system and distribute to appropriate service partner where required, including arranging access to occupier demise where it is not arranged by service provider directly
• Follow up with contractors for any or additional information as requested

Environmental, Statutory Compliance and Other

• Assist with co-ordination of any scenario testing
• Update the waste matrix, issue monthly recycling reports and collate all ESG information required
• Issue and gather annual waste transfer notes
• Arranges regular internal waste audits
• Lead contribute and drive the environmental strategy and all ESG related activities
• Lead contribute and drive all CSR activities
• Leads and delivers all building accreditations

Marketing, Events, Occupier Portal and Brand

• Brand custodian – support with and raise awareness of brand, service partner brand inductions and ensure branding us used as per agreed brand guidelines
• Occupier portal and digital platform content support
• Operational support and assistance with delivering Station Hill marketing and events strategy

About You

• Minimum 7 years industry experience, operating at similar level of responsibility and within mixed use or commercial office developments
• IOSH qualification
• Membership of IWFM or other recognised professional body
• Familiar with operating CAFM systems and Occupier Portals
• A strong understanding and working knowledge of the RICS Code of Practice for Service Charges in Commercial Properties
• Knowledge or experience with building accreditations such as WELL, BREAAM, WiredScore, SmartScore, AcitveScore, AirRated.

Key Personal Competencies:

• Customer Focussed – good at establishing and maintaining effective customer relationships – dedicated to meeting customer and client expectations – acting with customers in mind
• Relationship building – a desire to build constructive and effective relationships, relating well to all kinds of stakeholders, inside and outside the organisation.
• Be curious and innovative - willing to consider and experiment with new ways of doing things and encouraging others to put forward innovative ideas. 
• Acting as a Role Model - Acts as a role model by being honest, authentic and consistent. Take responsibility and inspire others by setting high standards and by showing a high degree of passion and commitment.
• Teamwork – encourage collaboration, cooperation and trust within and across teams
• Accountability and ownership – Personally spotting issues or opportunities and taking accountability to ensure they are resolved or capitalised upon
• Tenacity – constantly and consistently pushing self and others for results and can be counted on to deliver results
• Priority setting – quickly sense what will help or hinder the accomplishment of a goal. Create focus, eliminating roadblocks and spend time on what is important

• Ability to keep sensitive information highly confidential at all times.

Important Notice: Greystar will never request your banking details or other sensitive personal information during the interview process. Greystar does not conduct any interviews via text or messaging, and all communication will come from official Greystar email addresses (@greystar.com). If you receive suspicious requests, please report them immediately to [email protected].