Head of Operations

Andersen James Group; Leicester; On-site; GBP 50,000 - 70,000; Full time

Job summary

An exciting opportunity at Highcross Shopping Centre for an experienced Operations Manager. Lead the transformation of this prestigious destination, ensuring operational excellence and compliance while enhancing stakeholder engagement and team performance. This pivotal role offers significant influence over the centre's future development and operational strategy.

Qualifications

• Senior operations/Facilities Management experience in large-scale retail or mixed-use assets.
• Strong technical knowledge in M&E and contractor management.
• Expertise in Health & Safety and statutory compliance.

Responsibilities

• Leading day-to-day operations and ensuring service excellence.
• Managing service contracts and contractor performance.
• Driving operational and cultural transformation initiatives.

Skills

Leadership

Stakeholder Management

Operational Excellence

Risk Management

Compliance

Sustainability Initiatives

Job description

Help lead the transformation of Highcross Shopping Centre, one of the UK’s most prestigious shopping destinations - create a legacy in the heart of Leicester.

Why This Role?

Highcross is undergoing a major cultural and operational reset. Historically a flagship retail destination, it’s now poised for significant growth and reinvestment following a period of underinvestment. This role places you at the centre of that turnaround, giving you the platform to shape operational excellence, drive team performance, and create a lasting impact.

You’ll work closely with an ambitious Centre Director and leadership team, influencing everything from service delivery and statutory compliance to staff culture and stakeholder engagement. It’s a high-impact role that will require technical confidence, people leadership, and an ability to bring everyone on the journey: tenants, service partners, and internal teams alike.

Why Highcross?

Highcross is more than just another shopping centre. It’s a destination with history, scale, and potential and it’s on the cusp of a remarkable transformation. You’ll join at a key moment, with the freedom to make decisions, shape a culture, and be part of something genuinely career-defining. This is your chance to build your reputation, influence a top-tier asset, and win the hearts and minds of everyone on site.

What You’ll Be Doing:

• Leading all day-to-day operations, ensuring service excellence, compliance, and centre presentation
• Managing hard & soft service contracts, driving contractor performance and accountability
• Overseeing health & safety, fire safety, and statutory compliance, including PPMs and audits
• Providing hands-on leadership to the site team – coaching, developing, and addressing underperformance
• Delivering capital projects and improvement works aligned to the centre’s regeneration strategy
• Acting as a key on-site presence – engaging tenants, service partners, and visitors
• Collaborating with Savills leadership on strategy, change management, and asset improvement
• Driving ESG initiatives, sustainability, and operational best practice

What We’re Looking For:

• Senior ops/FM experience across large-scale retail, commercial or mixed-use assets
• Strong M&E, technical, and contractor management knowledge – commercially astute
• Expert in H&S, risk, and statutory compliance within public-facing environments
• Confident team leader – sets high standards, develops people, and drives performance
• Familiarity with FM/property management structures (client-side or managing agent)
• Excellent stakeholder management skills – professional, responsive, and influential
• Proactive, hands-on attitude with a results-driven approach
• Comfortable navigating change and playing a key role in operational and cultural transformation

If you're interested in a confidential conversation to understand if this role is right for you, please reach out to Alex: 07533492894 // [e-mail]