Head of Operations - Lakeside Shopping Centre

Job description

Purpose of the Role The Head of Operations is a senior centre leadership role accountable for the entire operational environment of the destination. The postholder provides strategic direction and day-to-day leadership across soft services, security, duty management, operational governance, public safety partnerships, centre presentation, event enablement and stakeholder coordination—ensuring a safe, clean, resilient and welcoming destination for customers, retailers and colleagues. This role sits on the centre leadership team, shapes the Operational Strategy & Business Plan, and is responsible for translating centre wide priorities into measurable outcomes. It leads leaders (Soft Services Manager and Duty Managers) and exerts dotted line influence over the onsite Policing function to raise standards and reduce harm. Key Responsibilities: Strategic Operational Leadership: Own the centre wide Operational Strategy & Plan , aligning people, processes and partners to the Centre Business Plan and client priorities. Translate strategy into clear KPIs , governance rhythms and performance dashboards for all operational functions. Chair or co‑chair key operational forums (daily huddles, wee...