Overview of Responsibilities

• Efficiently and cost-effectively manage portfolio operations.

• Lead and support Centre Managers and centre staff to achieve operational excellence.

• Implement, maintain, monitor, and report on Policies, Procedures, and Controls across the portfolio.

• Provide comprehensive training and guidance to centre management and staff regarding Policies, Procedures, and Controls.

• Ensure full compliance with the Occupational Health and Safety Act, company security protocols, and fire protection requirements at all centres.

• Identify and manage relationships with suitable maintenance service providers strategically across the portfolio.

• Monitor the performance and efficiency of operational contractors and service providers.

• Oversee security, cleaning, refuse, landscaping/gardening, and other contractual services to ensure adherence to agreements.

• Manage tenant relationships effectively throughout the portfolio.

• Actively participate in community policing forums.

• Support community Social Responsibility Initiatives (SRI), marketing, and promotional activities as required.

• Provide ad hoc support to leasing, marketing, legal, finance, procurement, HR, and other departments within established processes.

• Oversee maintenance and lifecycle management across the portfolio.

• Assist with capital and high-value maintenance projects, ensuring timely reporting, monitoring, successful completion, and handover.

• Review operational reporting to ensure quality and procedural compliance.

• Ensure strict adherence to the procurement policy.

Detailed Responsibilities

1. Audits

• Conduct monthly site visits to each centre within the portfolio.

• Perform comprehensive audits and complete Site Inspection Reports (“SIPA Reports”) in line with the Site Visit Protocol.

• Upload SIPA Reports accurately to the Operations Portal and submit to head office as required.

2. Tenants and Leasing

• Hold regular tenant meetings, focusing on problem areas and strategically important tenants.

• Support tenant conflict resolution efforts.

• Assist Centre Managers with tenant arrears and leasing discussions as necessary.

• Support the leasing team in tenant negotiations and related processes.

• Help maintain an ideal tenant mix across the portfolio.

• Monitor compliance with lease usage clauses and promptly report any breaches to Leasing/Legal.

3. Billing, Rent Collection and Arrears Management

• Perform monthly pre-billing checks and submit in accordance with the pre-billing process.

• Review monthly arrears schedules received from Head Office.

• Assist with arrears collection where feasible.

• Escalate arrears and tenant operational concerns flagged by Centre Managers to the Legal and Risk Manager.

4. Budget and Financial Performance

• Prepare the annual maintenance budget for the portfolio.

• Identify capital maintenance requirements for the forthcoming year.

• Contribute to capital development planning.

• Familiarise yourself with the approved portfolio budget and ensure procurement aligns accordingly.

• Review financial reports and analyse variances in income and expenditure against budget.

• Manage the portfolio cost-effectively within budgetary limits.

5. Security and Safety

• Review and ensure evacuation and emergency plans are in place and communicated effectively to tenants.

• Train Centre Managers and security personnel on emergency procedures as outlined in the manual.

• Monitor and verify short-postings on sites, ensuring appropriate invoice deductions.

• Report incidents immediately to the Head of Operations and Operations Executive, following the 10 Step Security Protocol.

• Hold monthly meetings with security providers to discuss performance and strategy; escalate concerns to the Legal and Risk Manager.

6. Service Providers and Contractors

• Ensure cleanliness, landscaping, and other contractual services meet high standards.

• Monitor short-postings and invoice deductions as reported by Centre Managers.

• Regularly review contract scopes with Centre Managers and recommend efficiency improvements, adhering to contract procedures.

• Convene monthly meetings with key service providers to review performance and discuss optimisation.

• Report on service provider meetings during quarterly strategic reviews.

• Establish and maintain building services solutions to ensure optimal and cost-efficient operations.

• Support procurement in sourcing and maintaining a register of reputable contractors to ensure competitive pricing and quality.

7. Maintenance, Lifecycle Management and Tenant Installations

• Develop and maintain a five-year maintenance plan for each building, identifying preventative maintenance needs.

• Prepare method statements for monthly, quarterly, bi-annual, and annual maintenance of plant and equipment.

• Maintain lifecycle management and cost plans for each building.

• Ensure all properties, grounds, and equipment are well maintained and operational.

• Monitor service schedules to guarantee timely servicing of assets.

• Obtain quotes for maintenance works below £1,000 alongside Centre Managers, in line with procurement policy.

• Prepare scopes of work for repairs exceeding £1,000 and agree these with the Head of Operations before procurement.

• Assist leasing with tenant installation scopes and costings as required.

• Oversee all planned and reactive maintenance to ensure quality standards are met.

• Complete and sign Works Completion Documents as required by procurement processes.

• Authorise invoices within delegated authority limits.

• Support Centre Managers in managing approved contractors to ensure work is completed professionally and safely.

8. Social Responsibility Initiatives (SRI), Marketing, Media and Promotions

• Review site signage and branding; ensure Centre Managers notify marketing promptly of replacement needs.

• Assess marketing campaigns and communicate any concerns to the marketing team.

• Verify that on-site promotions align with head office schedules and report any discrepancies.

9. House Rules

• Ensure Centre Managers maintain signed House Rules for all tenants and enforce compliance accordingly.

• Support Centre Managers in managing persistent non-compliance, escalating issues to the Legal and Risk Manager when necessary.

10. Projects

• Assist in scoping and briefing consultants or contractors for capital and high-value maintenance projects.

• Provide weekly project updates to Head Office.

• Monitor project progress throughout its lifecycle.

• Ensure Centre Managers receive training and updates upon project handover.

• Research and recommend building-specific utility efficiencies and sustainability improvements.

11. Reporting

• Maintain compliance registers for each building.

• Conduct regular audits of building procedures and report on any deviations.

Desired Experience & Qualifications

• Submit a CV demonstrating relevant practical experience along with contactable references.

• Proficiency in English is essential; knowledge of Zulu, Seswati, or Xitshonga is advantageous.

• A tertiary qualification combined with practical experience in retail property management.

• Access to a reliable vehicle and willingness to travel extensively.

• Minimum of five years’ experience in property management.

• Competent use of MS Outlook with strong email management and etiquette skills.

• Proficiency in MS Word and MS Excel is essential.

• Professional appearance, reliability, flexibility, excellent organisation, and adaptability to changing priorities.

• Ability to work collaboratively within a team, adhere to company processes, and demonstrate initiative.

Contact information

Nicole Matthews