We're reimagining the way Australians live, work, and play. We own and manage some of the most recognisable and loved retail destinations across Australia.
We’re evolving our portfolio into destinations that offer a broad selection of retail, residential, and office spaces. Through our diverse portfolio, data-led decision-making, and nationwide development pipeline, we do things differently.
We are Vicinity.
Role purpose
The key purpose of the Operations Manager is to serve as the strategic leader, ensuring the seamless and efficient functioning of all operational elements within the centre. This role is instrumental in maintaining the highest standards of safety, compliance, cleanliness, emergency preparedness, and operational efficiency. The Operations Manager is committed to nurturing a professional and positive environment for staff, contractors, retailers, and customers. This role oversees the daily activities related to the centre’s presentation, including maintenance and security, while fostering and strengthening stakeholder relationships. The Operations Manager is also responsible for enhancing the customer experience through effective management of the centre’s budget, optimizing costs, and ensuring compliance with local regulations and safety standards. Additionally, this role involves leading and coordinating various teams to achieve the centre’s operational goals, driving continuous improvement and operational excellence.
Key Accountabilities
People Leadership
- All elements of the annual performance cycle are completed by the due date (including goal setting, mid-year reviews, EOY conversations).
- Regular 1:1’s, team meetings and development conversations conducted - minimum monthly cadence.
- Performance issues are managed in an effective and timely manner.
- Quarterly development conversations conducted with all team members.
- 100% of compliance training is completed on time for team.
- All health and safety, risk and compliance requirements are delivered across the team.
- Effective management of budgets as per forecast with demonstrated focus on managing cost.
- Demonstrated commitment to building own capability as a people leader.
Operational Management & Accountability
- Manage operational contracts and ensure that optimum value is realised for expenditure.
- Maintain quality contract documentation by conducting monthly KPI’s with action plans/rectification where items are not achieved.
- Report and participate in contract renewal activities as opportunities arise.
- Focus on cleaning and hygiene, present the assets to a high standard each day for retailers, consumers and staff. To be achieved through active leadership, high levels of contractor engagement and encouraging team performance.
- Manage the security contract in a manner that provides a safe and secure site through active leadership, high levels of contractor engagement and vigilance and outstanding team performance.
- Responsible for minimising terrorism risk and reducing crime and disorder is critical.
- Responsible for the day-to-day management of suppliers and their contracts, including but not limited to, security, cleaning, HVAC, vertical transport, etc.
- Ensure safety of asset occupants through the centre emergency management procedures including operating all emergency management equipment and activation of emergency action plans.
- Support in responding to retailer enquiries or complaints as required.
- Responsible for delivering improved presentation standards through targeted capital and operating expenditure budgets programs in support of the National Capital team, where required.
- Present the building to the highest possible standard.
- Coordinate and facilitate the onboarding of new tenants, manage works and address any tenant-related issues or concerns with the Tenancy Delivery team.
- Create and maintain positive relationships with internal and external key stakeholders (including contractors, emergency services, local council and internal staff) that impact the performance of the department.
- Ensure the shopping centre is compliant with Legislative obligations, Australian Standards and Vicinity procedures.
- Manage annual essential safety measures obligations and certification, including the full function fire test program, with support from the Assistant Operations Manager if available.
- Confidently deliver presentations to wider audiences and facilitating training sessions for staff members.
- Responsible for managing, contributing and implementing the Environment Social and Governance initiates at the centre by identifying opportunities for energy conservation and sustainability improvements, aiming to achieve energy and resource reduction targets set.
- Cooperate with the regulator when HS&E issues arise and escalate through the business appropriately.
- Responsible for managing the waste management for the centre, the HSEW and Risk Register, and contribute towards the VSA as required.
Administration Responsibility
- Responsible for operational contracts and ensuring optimum value is realised for expenditure.
- Responsible for quality contract documentation by conducting monthly KPI’s with action plans and rectification where items are not achieved. Report as required and participate in contract renewal activities as opportunities arise where required.
Financial Responsibility
- Manage the centre’s operations budget, ensuring all expenses are within the allocated budget.
- Regularly monitor and control operating costs, including maintenance, security, and utilities.
- Oversee and optimise revenue streams, such as leasing agreements, parking fees, and promotional events.
- Prepare and present financial reports, including profit and loss statements, to senior management.
- Identify and implement cost-saving measures to improve the shopping centre's financial performance.
- Track and analyse tenant sales data to ensure the shopping centre remains profitable and attractive to both current and prospective tenants.
- Manage controllable outgoings in line with the centre’s budget.
Key Role Relationships
- Retailers: Maintain strong communication and collaboration with retail managers to ensure the team are addressing the tenants’ operational needs, resolve issues, and ensure a positive shopping experience.
- National Operations: Attend meetings scheduled by the National Operations management team to stay informed of upcoming tenders, new contractor information, capital updates, etc.
- Major Contractors: Foster strong relationships with major contractors including cleaning, security, fire, HVAC, VT in order to optimise team performance and ensure efficient coordination, ultimately maximising output.
- Local & Emergency Services: Establish effective relationships with local emergency services (police, fire, ambulance) with formal monthly meetings held with Local Area Commander (LAC) from police. Establish key relationship with local council to ensure strong support in the event of emergencies.
- Tenancy Delivery Team: Coordinate with the tenancy delivery team to facilitate the onboarding of new tenants, manage works, and address any tenant-related issues or concerns.
- Joint Venture Partners: Support the Centre Manager in reporting to senior management and property owners on operational performance, strategic initiatives, and opportunities for improvement to align with overarching business objectives.
Experience & Capabilities
ESSENTIAL EXPERIENCE (what you have done)
- A leader with a track record of achieving positive outcomes by creating a high performing culture and focusing on the professional development of the team.
- Experience in a role in the operations field that includes the management of retail and mixed-use assets and overall responsibility for an outgoings budget.
- Experience managing complex building services contracts.
- Demonstrate an ability to deliver a schedule of projects on time and budget.
- Maintain a risk register and appropriate documentation in readiness for H&SE audits.
- Ensure that the building and/or centre’s Annual Safety Measures Certification is achieved.
- Maintain Health & Safety Meetings with key stakeholders.
- Operate all emergency Management Control equipment on site including but not limited to EWIS, FIP, extinguishers, etc.
- Chief warden training with experience in managing emergency scenarios.
- Maximise building efficiency and develop and manage a sustainability program to minimise utility usage.
CRITICAL KNOWLEDGE (what you need to know)
- Clear understanding of contractor management through the issue of permits and general compliance.
- Develop and administer an operating and capital budget including associated planning and execution within allocated timeframes.
- How to build a short and long-term capital expenditure plan that considers; risk, lifecycle and customer experience needs in conjunction with the asset’s development activities. Where savings are identified, consider unbudgeted capital and operating expenditure budgets opportunities or quarantine savings.
- How to develop a robust planned and ad-hoc maintenance program which is in place on plant and equipment to maximise reliability and lifespan.
- Manage the centres lifecycle plan and asset register.
- Create and maintain positive relationships with internal and external key stakeholders (including contractors, emergency services, local council and internal staff) that impact the performance of the department.
- Completion of administrative duties as required including writing performance and management reports. Including assistance with creating and administering the Vision, Strategy & Action Plans, forecasts and budgets.
CAPABILITIES (what you can do)
- Strategic in approach and able to identify and deliver initiatives that achieve best in industry outcomes.
- A leader that can motivate, develop, and recognise people to ensure they achieve the best results in their current role as well as providing learning opportunities to progress their career.
- Deliver projects on time, within budget and in compliance with key handover dates.
- Strive to maintain industry-based knowledge to stay abreast of technical and operational information and opportunities.
- Have an eye for detail and don’t accept standards less than best in class.
- Seek out and encourage diverse views to challenge all perspectives.
- Understand and show respect for the diversity of the Vicinity community.
- A catalyst in creating an environment where people feel confident and supported to be themselves.
- Strive to build robust, effective and mutually beneficial relationships that better outcomes and culture.
- Understand the needs of others and support the delivery of these outcomes wherever possible.
- Understand the cross functional needs of teams and consider these when making decisions with a view to achieve balanced and mutually beneficial results.
- Excellent communicator that can leverage relationships to deliver best in class outcomes in a challenging environment.
- Ensure successful initiatives are shared across the portfolio.
- Encourage and promote technology integration initiatives to optimise operations, enhance security, and increase overall efficiency within the centre.
PERSONAL ATTRIBUTES (who you are)
You consistently demonstrate and role model the behaviours that bring the Vicinity values to life:
Respect:
- We listen to and acknowledge each other's views
- We have difficult conversations with care
Integrity:
- We back our words with the right actions
- We do the right thing, no matter the situation
Customer Focus:
- We nurture a genuine connection with our customers
- We consider customer needs when making decisions
Collaboration:
- We invite the right people to the table
- We balance consensus with decisive actions
Excellence:
- We always strive to improve
- We share our challenges and celebrate the wins
Why Vicinity?
Our benefits program focuses on creating an awesome place to work in which our people are rewarded and recognised. This includes:
- Flexible working options
- Birthday leave & purchased additional leave
- $1,000 worth of VCX securities rewarded for eligible team members
- Internal mentoring program
- Generous Parental Leave
We live and work by our values of Respect, Integrity, Customer Focus, Collaboration and Excellence. They are the foundation to everything we do and provide us a north star with which we can shape meaningful places where communities connect.
At Vicinity we embrace and celebrate diversity and are committed to creating an inclusive work environment where we attract, retain and develop our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.
Our people and our Employee Advocacy Groups (Gender Balance, Cultural Diversity, Disability & Access and Pride & Allies) actively build community and provide allyship within Vicinity. If you’d like to speak to someone to understand what it’s like firsthand to work here, please reach out to our Talent Acquisition team.
We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information in this job advertisement or the application form, and require this in an alternate format, please contact our Talent Acquisition Team. Similarly, if you would like to discuss workplace accessibility, any reasonable adjustments we can make to better support you during the recruitment process, or your potential future role please reach out to our Talent Acquisition team:
Email:
Phone: +61 3 7001 4000 (request to speak to our Talent Acquisition team)
Note: To be eligible to apply for this position, you must have existing, relevant Australian work rights. At the later stages of the recruitment process the shortlisted candidate/candidates will be required to undergo a Criminal History Background/Police Check as a mandatory part of the process. Additional qualification checks may also be required dependant on role and level.
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