Head of Portfolio Operations - King's Cross

Head of Portfolio Operations - King's Cross Related Argent is looking for an experienced Head of Estates and Operations, this role will focus on driving best in class property and operational management excellence for the entirety of the King's Cross Estate About the role The Head of Estates and Operations will focus on driving best in class property and operational management excellence for the entirety of the King's Cross Estate, owned by the KCCLP and managed by Related Argent as Asset Manager.

This role will be accountable for the successful delivery of property and operational management across office, retail, residential and estate (public realm) assets across the 67 acre King's Cross estate which includes 8 million sq ft of developed assets and 50 buildings, as well as the mobilisation and all property, facilities and operational management functions.

In addition, this role will lead the successful asset management of the public realm and shared estate assets at King's Cross where 40,000 live, work and study and 20m people visit annually. Maintaining King's Cross's position as a global exemplar of progressive city life through our events, social value and art programmes, alongside managing the approach to security, health and safety, net zero carbon, social value, biodiversity and wider sustainability initiatives, data and infrastructure, landscaping and the energy centre and estate wide heat network.

This role is a strategic position working for Related Argent, where you will lead the creation and delivery of the long term property management and operational plans for all assets. This includes accountability for successful delivery of property management (currently delivered by a 3rd party property manager with a dedicated on site operational team), including the strategy for contract structure and procurement, successful performance management and oversight of the extensive service partner supply chain.

What you will deliver Lead the asset management of the estate and operational functions at King's Cross.

• Create a clear operational vision to incorporate short and long-term goals for the estate to deliver a best in class environment for our occupiers, visitors and stakeholders.
• Drive the estates function forward to ensure we are seen as best in class in London and the exemplar of large scale mixed use estates.
• Oversee our managing agents (and others as required), ensuring a robust and regulatory compliant strategy for the estate. This includes health and safety. Oversee its implementation and ensure a coordinated and cohesive approach to marketing, events, occupiers, and stakeholders and all other functions across the estate.
• Oversight and delivery of Landlord AM asset budgets for estate and operations.
• Deliver a business plan for income generating estate assets (i.e., car parks).
• Working with other senior peers, support the delivery of designated operational, digital, proptech, ESG and all marketing and place making projects and initiatives across the portfolio.
• Lead the asset management of long leasehold interests at King's Cross.
• This role will work closely with the Head of Offices & Investment and Head of Retail and will be responsible for ensuring their assets are effectively and efficiently managed to deliver exceptional customer service. By providing 'internal client services' to the commercial assets this role will ensure exceptional service delivery across all assets.
• Be responsible for the activities of the Legacy Project and Asset Development (LPAD) team, who deliver works to the estate, offices and residential buildings covering defects, building fabric management and delivery of new projects.

Design and lead strategies to ensure delivery of a global exemplar at King's Cross.

• Lead on the overall property management and operations for all Commercial and estate assets at King's Cross.
• Building on the work to date, to continue refining our delivery of core Property and Facilities Management for our estates.
• Responsibility for the operational delivery and PMA's in place for our managing agents. Ensuring delivery of all PMA objectives through the strategic partnership framework, including the creation and implementation of the remuneration and incentive fee arrangement and distribution to be reviewed annually. Continual assessment of market trends and competitive schemes should be undertaken annually.
• Oversee all service charges responsibilities across the estate and assets ensuring compliance, value for money and outstanding performance for our customers.
• Take a leading role in working with our managing agents and supply chain to continually improve and strengthen our property operations, sustainability and energy efficiency strategies.
• Support the delivery of all Customer Experience strategies across the estate.
• To oversee and project manage the delivery of all core PM/FM functions/activities across all our assets.
• Manage all operational interests of the commercial and residential long leaseholders across the estate.
• Ensure the estate and all buildings are compliant with all Health & Safety, Data and Governance regulations.
• Lead our managing agents and internal property management team to ensure service charge budgets and customer service delivery are managed in line with KPI's and industry best practice.
• To work collaboratively to support the adoption of new technologies, processes and data to deliver more connected and future-proofed buildings and spaces.
• Assist with the smooth transition and integration of any new business management and compliance systems including data management systems linked to King's Cross.
• Working with, and influencing, internal asset management, development, finance, operations & legal teams to ensure viability, secure buy-in and maintaining governance control.

Leading the successful operational mobilisation of all new developments, ensuring appropriate design for management and 'soft landings' procedures are in place.

• To be the primary representative in the occupier delivery and mobilisation of all development projects.
• Provide design for management input on all new public realm areas of the estate and oversee handover of new areas. In addition to estate areas, oversight and leadership of all DfM and mobilisation of all commercial buildings and estate areas will be required. Interface with the residential teams to ensure knowledge transfer.
• Provide operational support to the wider King's Cross team in the delivery of forthcoming developments and future phases of development, with a particular focus on driving the 'soft landings' process ensuring our customers' occupation is seamless and effective.
• Work with Construction team on management of construction impact and communications.

Support the wider business to successfully deliver investment performance and business plan objectives across all assets.

• Support our marketing and PR teams on all construction and occupier communications from asset management perspective.
• Work with Communications and PR Manager to manage and deliver robust occupier liaison and communication to ensure high level of satisfaction with services. Where any new initiatives are implemented across the estate and assets, work closely with the relevant senior team to ensure robust occupier comms are in place.
• Work with all sector Head's and Directors as well as our Managing Agents' advisors to support the delivery of a sustainable and responsible business plan.

Other

• Work at all times with reasonable care to ensure the health and safety of yourself, your colleagues, members of the public and others working on the estate.
• Co-operate with your employer, understand the company's health and safety policies, and undertake any training as required.
• Work to uphold the health, safety, environmental and quality standards expected in the offices and around the development. This includes identifying, reporting and resolving issues where possible.
• Use internal systems effectively and follow internal processes as required; follow Related Argent's Information Management principles of "single source of truth", ownership of data, record keeping and consistent taxonomy.
• Any such other duties as the Company may reasonably require from time to time, and as may be notified to you.

Skills and attributes you will bring Qualifications

• MRICS Qualified or equivalent professional experience ideally gained in either a property company or client advisory business.

Skills and Experience

• Significant experience of managing outsourced managing agent mandates (preferable) or operating them on behalf of investor clients, working within and managing performance against KPI's.
• Significant experience of managing multi-site, mixed-use (office, retail and residential) portfolios, preferably working for a property owner or managing agent, in a senior property and facilities management strategic role.
• Experience of customer experience strategies and how they have been applied to success in property management.
• Experience and understanding of ESG requirements to drive the net zero agenda.
• Experience in project management and organisational design would be beneficial.
• Experience of launching new developments and seamless customer handover.
• Preferable experience of delivering high performance, sustainable and operationally efficient mixed use developments.
• Proven understanding of the technical fundamentals of property operation and management . click apply for full job details