Duty Manager

The role – Duty Manager 

Purpose of the job

• The Duty Manager is responsible for the Centre operations, assets and risk management outside normal Centre Management office hours. 
• To work with Centre Management team to promote positive Risk and Security Management (RSM) behaviour, minimise Centre risks and ensure compliance with Risk Management policies and procedures. 

Outcomes I am responsible

• Promote a safe and healthy workplace and centre through ensuring compliance with OSH, building standards and other related legislation
• Risk management through the identification of potential risk areas and developing the strategies to mitigate these
• Ensure the centre is well managed and presentation, customer services, and maintenance KPls are achieved whilst under Duty Management
• Assist the Administration Manager in overflow administration duties as directed and approved by the Centre Manager on an ad hoc basis
• Complete detailed Duty Manager report on all incidents and event requiring attention through to Centre/Facilities Manager for the Centre to action and follow up on
• Maintain current and relevant procedural documentation including and not limited to, Tenancy Manual, Health and Safety and Emergency Procedures Manual
• Promote a Risk and Security Management culture within the Centre and participate in policy and procedure formulation where required
• Communicate the operating standards in terms of shop trading hours, trading within lease lines etc. to retailers as appropriate
• Demonstrate best practice Health and Safety standards to team members
  

What a typical day might look like 

• Support the Centre management team with administrative tasks
• Respond to Retailer and Customer complaints involving Centre mishaps that impact the customer
• Monitor brand-space sites and communicate any issues
• Provide supervision and direction to security and cleaning staff
• Monitor workplace practices and risks to minimise health and safety hazards
• Review and follow the Duty Management procedural documentation
• Completion of the weekly Duty Manager report to Centre Management
• Ensure company policies and procedures are adhered to
  

Qualifications

• Minimum one to two years' experience in a team management or customer service role is required
  

Role specific experience 

• Customer service experience
• Manager or team lead level experience in retail
  

Key skills relevant to the role 

• You have attention to detail and quality focus ensuring the accuracy of own and others work
• You understand business principles, drivers, opportunities and threats and utilise these to enhance business performance
• You are results focused, enthusiastic and driven to achieve personal and work goals; sets personal challenges and overcomes obstacles and setbacks
• You can plan work tasks and priorities for self and ensure efficient and productive use of time to achieve objectives
• You are a perceptive individual with strong listening and communication skills
• You take an active role in the team, contributing ideas and encouraging others
• You interact confidently with others and build strong relationships through mutual respect.
  

Strategic fit 

Stride aims to deliver the best returns through the best people and the best places. Providing exceptional centre administration will be a core part of your contribution to the wider Stride strategy.
Stride Values

Nimble performer:  You convert challenges into growth opportunities.  You take responsibility and ownership of the role. You learn from mistakes, review approach and outcomes for continuous personal improvement

Fresh Thinker:  You look beyond the job at hand and continuously seek new avenues for growth and value add

Discipline driven:  You assess and implement quality answers and actions in a timely manner based on deep centre understanding

People Centred:  You build strong relationships through excellent service and drive growth by demonstrating value as a trusted partner to customers

The above job description is not meant to be limiting, rather to give an outline of essential duties of the position that may change from time to time.