Retail Operations Manager

JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Role Overview:

Proactively supervising the day-to-day activities to ensure that the centre is operating to the optimum, with maintenance, capital works and deliveries being performed with minimal disruptions to the tenants, customers and stakeholders.

The priority at all times should be:

• The health, safety and security of all visitors and occupants.
• The presentation and performance of the property, and
• The implementation of client strategies.

Accountabilities:     

Implementation and Management of key service contracts to the site including, but not limited to:

• Cleaning
• Security
• Waste
• Travelator/Lift
• HVAC
• Fire protection
• Car park management
• Other services related to the retail centres
• Cleaning – supervise cleaning staff to maintain the standards required by the client including daily inspections of all areas and weekly inspections with the contractor representative
• Maintenance – ensure that the various systems, plant and equipment, surface finishes, structure and surrounds are correctly serviced to the manufacturer’s specifications. Carry out minor maintenance tasks and cleaning tasks as required.
• Preventative Maintenance – in consultation with the client, prepare specifications and preventative maintenance schedules for a rolling twelve month plan to ensure all areas are maintained to the highest standards.
• Budgets – responsible for building and managing the annual Opex Budget and actively contributing to the budgeting and business planning process for the property. Ensure that the services purchased will be within the budgeted cost and that where there are deviations the Centre Manager is informed of these prior to the expense being committed to.
• Management of Contractors – ensure all contractors satisfy the insurance requirements as required under the company’s Public Liability Policy. Ensure all work of contractors conforms with Work Safe procedures and all legislation. Written notice of rectification service shortcoming is required.
• The use of the nominated work order management system to manage reactive maintenance tasks.
• Reporting – complete reporting within the JLL operational management systems.
• Tender of Contracts – In consultation with the Centre Manager, periodically re-tender service agreements and contracts.
• Flexible Availability – The Operations Manager will maintain flexible availability for urgent after-hours matters, with scheduling coordinated through the Centre Manager to ensure appropriate coverage and work-life balance.
• Customer Service – address relevant customer complaints promptly and effectively. Liaise with business proprietors and management in providing guidance and support with health and safety issues.
• Support the Marketing Manager with the set up and delivery of onsite activities.
• Risk Management – Ensure implementation and completion of the JLL accepted risk management program requirements to meet the agreed KPI
• Ensure all staff and contractors are inducted and receive up to date site specific training.

• Investigate and report on accidents and incidents on the property and carry out remedial work to prevent similar occurrences.
• Be alert to any action, incident or equipment failure that compromise public safety and security and take action to remedy as soon as possible.
• Capital Works – Ensure implementation and completion of the client capital works program requirements to meet the agreed KPI.
• Sustainability – Ensure implementation and completion of the client sustainability requirements.
• Work Place Health and Safety Legislation – ensure that all operations and maintenance functions conform to Building Code of Australia and other relevant statutory accountability including the use of the JLL contractor management systems CM3 & SINE.
• Security – supervise the security contractor and ensure the retail precinct is a safe environment for customers, contractors and staff.
• Be aware of unacceptable behavior by persons in the centre and work to reduce incidents of such.

Required Qualifications, Skills & Experience:

• Extensive experience in property / facilities / project management related fields.
• Demonstrated knowledge of building technical services, especially HVAC, fire protection and electrical services.
• Ability to deal with a variety of complex issues concurrently, within tight operational deadlines.
• Goal oriented and focused on meeting performance targets.
• Excellent client service and communication skills.
• Ability to work well in a team environment.
• Sound computer skills including Microsoft suite of products.
• Be punctual, well presented, helpful and reliable at all times.

Training & Development:

•  Achieve agreed training and development targets per calendar year.
• Attend at least three internal EOS events per calendar year.
• Assist the Team with achieving Key Performance Indicators and Management Agreement Targets.

Key Result Areas:

• Meet assigned KPI targets
• Provide superior client services
• Contribute to growth of company
• Enhance own professional and personal skills
• Meet assigned financial targets
• Team development

Location:

On-site –Brisbane, QLD

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.