Site Operations Lead

**Job Title**

Site Operations Lead
**Job Description Summary**

The Site Operations Lead is responsible for the management and delivery of site operations, ensuring consistently high levels of customer service satisfaction and safety compliance at all times. This role will also be responsible for aligning operations, supporting service delivery, key stakeholder relationships, reporting and governance for BHP Corporate offices in their remit.

The Site Operations Lead will support, lead, coach and develop the onsite team including Customer Experience Associates and indirectly lead the onsite Facilities team, ensuring delivery of all contractual scope and activities that influence the site as well as aligning, supporting and collaborating with the other Site Operations Leads, Facilities Managers, Space Occupancy and Analytics, major and minor projects and Change and Comms teams ensuring a consistent workplace experience. This role will also coach, support and provide guidance while delivering and navigating the complex corporate commercial structure.

This role will guide and collaborate with a range of external vendor partners and stakeholders to provide exceptional workplace experiences and service to residents, guests and the community whilst supporting the Senior Site Operations Lead and providing coaching, support and guidance to other Operations Leads.

The Site Operations Lead will establish strong relationships with all Building Managers ensuring that BHP’s interests are considered and addressed while reporting significant changes and updates are communicated with the Regional Lead. The applicant will require strong financial understanding and will have ownership and reporting responsibilities for invoicing, budgets, accruals, and forecasting. A key critical task will be establishing a strong and thorough understanding of client needs and expectations ensuring a strong relationship is built and sustained with the BHP Property & Workplace Principal while reporting and delivering governance for their locations.

This role will be accountable for the scope of services under the contract that are delivered onsite and will collaborate with internal stakeholders to ensure all financial, compliance, regulatory requirements and KPI’s are met or exceeded.

This is a people leadership role and will be responsible for recruitment, on boarding, engagement, retention, performance management and training of all people within the Site Operations team.
- Lead and deliver all site operations, ensuring consistently high levels of customer service satisfaction and strategic delivery of IWS in line with operational requirements
- A safety first focus, ensuring compliance by all staff and vendors with BHP’s and Cushman & Wakefield’s safety processes and procedures, adhering to a minimum of Australian Standards globally
- Lead the Site Operations team onsite
- Develop a strong professional, collaborative and supportive culture.
- Demonstrate clear understanding of complex corporate structures
- Ensure all escalations are effectively managed and promptly resolved
- Ensure all workplace tasks are being managed within agreed timeframes and procedures are followed accurately when closing out jobs
- Has a strong working knowledge of the key site contacts, amenities and business stakeholders
- Reports/resolves any workplace, and/or soft service issues promptly
- Liaises with all contractors and Facilities team to ensure the site facilities as above are being used for the correct purpose, are clean and maintained to the highest standards
- Coordinate site operations to ensure continuity of property services with minimum disruption to the client’s business operations and maintaining optimal employee/resident/guest experience
- Align with portfolio KPI’s and performance metrics to ensure contractual compliance
- Preparation and submission of reports as required and as directed by the Client and/or Regional Lead and Account Director
- Attend and document team and client meetings with appropriate work stream leaders, key contractor monthly meetings and works in progress meetings
- Deliver and engage with Change and Comms and participate in projects and experiences
- Ensure site is aligned with other offices in the portfolio
- Align and collaborate with the facilities management (FM) services team including capital works project management, asset management and maintenance, environmental services, health safety and procurement services, ensuring maximum customer satisfaction.
- Understand the facilities management service, which encompasses ad hoc maintenance, fire, mechanical, electrical support and the help desk function, following environmental safety guidelines
- Ensure teams are delivering tasks such as audits, reports & spot checks
- Deliver service and activities in line with budget and reporting requirements
- Work with the Finance and Facilities Management teams to develop, monitor and deliver annual opex and capex budgets,