Operational lead, proudly responsible for Station Hill - an exciting mixed-use development compromising of 625,000 sq. ft of office space, up to 1,300 new homes and 95,000 sq. ft of activated lifestyle-led retail, leisure, and amenity space surrounded by 2 acres of public realm linking the station and North Reading to the Town Centre. Key Responsibilities:Vision & Placemaking: Champion the client's vision and brand for Station Hill.Delivery & Optimisation: Oversee performance, satisfaction, and relationships with customers and service partners.Development: Collaborate closely with stakeholders to develop strategies for continuous improvement.Excellence: Ensure operational costs, risks, and service levels are continuously reviewed, benchmarked, and optimised.Leadership: Foster and nurture the Station Hill culture, promoting a balance of inspiration and approachability.Leadership & Development: Lead, mentor, and manage the operations and multi-disciplinary teams across all assets at Station Hill.Management: Drive revenue maximisation, cost control, and financial performance through strategic planning and budget management.Engagement: Develop and maintain close relationships with occupiers, residents, amenity operators, service partners and the wider Reading community.

Responsible for 110Bishopsgate, an iconic 46 storey Tower located in London’s financial district, stretching 230 meters into the London sky-line and consisting of 37 floors office space with bars and restaurants on the Ground Floor and Floors 38 to 40 which are open 24/7.Reporting directly to the client and asset owner alongside the Avison Young Director, I am responsible for a team of direct reports and a 75-person service provider team with full management and operational responsibility for day-to-day service delivery at the building which include but is not limited to the following:Responsible for procurement, management and provision of all facilities services including health and safety, statutory compliance, maintenance, engineering and building fabric maintenance, occupier fit outs, capex and service charge projects. Service charge responsibility circa £12.5 million.Contribute and drive the building strategy in conjunction with the client’s asset manager and consultants for example supporting the client with achieving the BREAAM in Use and WELL accreditations which are currently in progress with ISO14001:2015 achieved by the Building Management team in May 2023.

Responsible for Harbour Exchange Campus, a large office development in Docklands, London which compromises of 9 office buildings, a public realm and waterfront retail.Reporting into the Business Unit Director and Associate Surveyor, responsible for a team of direct reports and a 60 person service provider team with full operational responsibility for HX1, HX2, HX4, HX5 and the Harbour Exchange Estate.The waterfront retail and other commercial properties on the estate are owned by a number of other landlords and though not under my direct management, I work with the key stakeholders very closely as they contribute to the estate service charge and have use of the shared public realm and roads serving the estate.

Responsible for overall operational management of Cardinal Place, a large mixed-use and flag ship development in London which comprises 650,000 square feet of floor space (20 retail units and 550,000 square feet of office space).My role include:Team Development and ManagementCustomer Service and Stakeholder EngagementFinancial Management Commercial and Life Cycle PlanningProperty and Property Records Portfolio ManagementHealth and Safety and ComplianceService Partner Management

Responsible for sales preparation, the legal process and customer care of The Nova Building, a development consisting of a 170 high end residential units in London’s West End.My role include:• Responsible for the legal process (set up and conveyancing) and support of the sales preparation • All UK and overseas sales and buyer communication and pre practical completion updates• Management of the handover process and owner of post practical completion buyer/customer care, working with the external customer care service provider• Preparation and review of sales and completion schedules and regular reporting to all stakeholders and the executive committee• Managing the accurate recording and progress on all offers and transactions and liaising closely with the commercial team, development colleagues, solicitors, agents, mortgage lenders and purchasers• Reporting on sales progress to the finance team, overseeing collection of stage payments, exchange and completion monies and checking and tracking of agent and solicitor invoices• Building relationships with buyers pre-completion and guiding them though the pre and post completion process• Development and delivery of the buyer care procedure including the handover processes, defect reporting and ongoing customer care and managing external service partners and managing agent responsible for these services• Assist with appointment of and responsible for mobilisation of service partners appointed as above• Promotion of the ‘Residential by Land Securities’ brand and close liaison with the Residential Marketing Manager and external agencies to support project specific marketing strategies• Preparation of handover packs• Manage and act as point of escalation for post completion defects and snagging in apartments• Record and liaise with main contractor and development colleagues to close out all common area defects required to be closed out within the defect period and report to all stakeholders on progress

Responsible for One New Change, a large mixed use development in Central London which comprises 560,000 square feet of floor space (220,000 square feet of retail space across 60 retail units and 330,000 square feet of office space).Role and responsibilities as per Estate Manager Role held within Land Securities Jan 2010 to Sept 2013

Oversees the operations of the Estates Management function within the Corporate Real Estate Services Division for a major global clientEnsures consistent best-in-class service delivery with regard to ongoing occupational management, database management, client reporting, landlord/tenant liaison and query resolution.Key Responsibilities1. Manages and co-ordinates all lease administration activities, ensuring that leasing information is current and accurate, potential risk and/or non-conformity issues are promptly escalated and client requirements and timelines are met. 2. Enforces robust compliance and quality controls and ensures all activities are carried out in accordance with the relevant framework, Service Level Agreements and internal quality/ auditing standards.3. Works closely with internal teams and client to understand the objectives of the wider team in order to deliver a fully integrated service to the client. 4. Monitors, tracks and maintains a process / document workflow system to ensure seamless delivery of service.5. Compiles and prepares all relevant key documentation relating to the job function.

I was responsible for a portfolio of two large mixed used developments in Central London. The Thomas More Square Estate and Harbour Exchange Estate are occupied of a number of high profile tenants across ten office blocks and some retail with a combined total of 52,769 and 43,386 square meters individually and approximately 4500 occupants.My role entailed:Team Development and ManagementFinancial ManagementCommercial PlanningProperty and Portfolio ManagementOperational Standards and Health & SafetyService Partner and Contractor ManagementKey Stakeholder RelationshipsEnvironmental ManagementUtilities ManagementProcurementCustomer Service

Role and duties were similar to Estate Manager role but with a smaller portfolio of properties.

Act as a point of contact for customers by leading regular customer meetings, assisting in the implementation of the business communication plan and to monitor customer perception and satisfaction and to continually review and improve customer service.

Managing a team of six, I was responsible for welcoming all visitors, clients, employees, service partners and directors to client sites and ensure the smooth operation of the client sites in line with the service contract.