Operations Director. Operations Director (St Paul s Hammersmith Church, St Paul s Centre and St Paul s Hammersmith Portfolio)

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1 Operations Director Job Title Responsible to Supports & Line Manages Liaises with Operations Director (St Paul s Hammersmith Church, St Paul s Centre and St Paul s Hammersmith Portfolio) Senior Vicar (Line Manager) Facilities, IT and Production Manager, Site Assistants, Centre Booking Manager, Reception and Café supervisor & team, HR manager, Head of Finance and Procurement, Communications and Media Manager St Paul s Hammersmith Staff, congregation, external parties/community and business organisations, hirers, suppliers, caterers, café manager, café supervisor, site team, cleaners, contractors, London Borough of Hammersmith and Fulham council. Key Areas Responsible for the operational platform for the ministry and mission of a vibrant Church and Centre facility fulfilling both its missional and financial potential. Fostering a culture of customer service excellence and ministry through professional service and generous hospitality for all users of the St Paul s Church and Centre. Implement an innovative, engaging integrated strategy that drives the St Paul s Hammersmith mission whilst generating a healthy income stream through strong relationships with clients and community. Maximise the St Paul s Hammersmith portfolio (St Paul s Hammersmith centre and all properties), effectively stewarding the St Paul s Hammersmith assets and resources. Manage the respective partnerships with St Paul s Hammersmith missional charities enabling both St Paul s Hammersmith and the charities to achieve their mission through close relationship. Manage and maintain the multisite facilities and site resources in line with strategic priorities and Health and Safety legislation. Providing exceptional service to clients as well as an effective and efficient booking process. Leads HR strategic planning and day to day operational management and coordination of ministry, operations/ facilities staff and volunteers, ensuring the smooth running of St Paul s Hammersmith. This includes the development and oversight of policies, processes and structure needed to support the church, staff and leadership in all aspects of the employee journey - recruitment, induction, compensation and benefits, performance, training and development through to exit. Leads out an effective creative communication & media strategy both internally and externally for the Cityshaper Vision, delivered in a timely and cost-effective fashion.

2 Spiritual Development Understand, support and enable St Paul s Hammersmith s vision and values to be demonstrated in action. Support and model individual whole person discipleship - (weekly worship, prayer, scripture reading; small group, volunteering, etc.). Leadership Assist the Head of Finance and Procurement and the HR Manager to create agendas for the PCC, Finance and HR Committee meetings. Generate quarterly reporting to drive a schedule of entrepreneurial and strategic thinking alongside an advisory and governance committee. Work with leadership, to lead and manage the service level standards in line with the agreed client requirements, enable and role model mission and values in how we do business / stewardship in action. When needed and requested, attend PCC meetings to provide recommendations and insight and leadership on various St Paul s Hammersmith portfolio matters and concerns. Keep abreast of changing legislation and laws affecting church assets and charities. Consult with church legal counsel on matters needing expert advice. Oversee annual benchmarking comparison of best practices making appropriate recommendations to leadership on changes and other relevant matters, whilst not compromising sound stewardship and values. Foster a corporate culture that promotes and embraces values with professionalism. Maintain a positive work environment at all levels by promoting communication between colleagues for the benefit of information flow and problem resolution. Volunteer Recruitment Identify and invest in relationships of people who have a passion for and expertise to share in the IT and production and/or facilities ministry area, particularly those focused on leadership. Work with leadership across the portfolio in identifying and incorporating a consistent and comprehensive business development ministry that supports and resources staff and leadership in accomplishing the church s overall vision, mission, and values. Key Outcomes Enable St Paul s Church and Centre to be a God centered community committed to the Glory of God A fully functioning multi discipline team enabling the St Paul s Hammersmith ministry and mission to flourish Define and shape the role of Ambassador both internally and externally, to establish trust internally and build community by leveraging external relationships, partnerships and networks Customer Relationship Management: IT efficiencies and best practice are consolidated into all engagement with customers across all touch points Portfolio Management: integrated marketing strategy across all organisations in partnership with St Paul s Hammersmith; Spear, Crosslight, Resurgo, Café, TLG Effective teamwork and communication work flows established and supported by effective IT systems, allowing for growth in spiritual, operational and professional development Steward IT investment supporting team relationships and effective communication, ensuring limited resources are not spread too thinly and to release innovation in everyone Balance of Christian and commercial Mission: every member of the team is aligned with St Paul s vision, while maintaining the practical and professional touch points of our external users A culture of openness, excellence and entrepreneurialism that is a template for urban Christian organisations

3 Key Responsibilities Responsible for the operational platform for the ministry and mission of Church and centre, fulfilling its missional and financial potential with the vision of St Paul s. Fostering a culture of customer service excellence and ministry through professional service and generous hospitality for all users of the SPC and clients booking St Paul s church Run a smooth and vibrant Church and centre which fulfils both its missional and financial potential, ensuring that all service level agreements are met, and any emergencies are dealt with promptly and efficiently Prepare an annual budget, strategy and marketing plan for St Paul s, building stronger relationships with existing hirers and attract new clients The smooth running of the booking procedures including internal and external events with clear internal systems of communication and expectations Maintain a high level of service to all facility users including proactive, clear and timely responses to external requests for hiring facilities, reception cover and high standards of customer service in the cafe Recruit and train staff where necessary, including proactive recruitment and management of volunteer pool and casual staff for café and reception team so there is adequate cover for emergencies, no-shows, holidays, illness etc A regular line management meeting with the café supervisor and oversight of the café team and staff rotas and/or regular feedback meetings with the café operator To appoint and review key external suppliers including caterers Coordination of both large and small events taking place on site. Ensure planning meetings have taken place with hirers and all requirements including set up information, refreshments, catering, decoration, AV/sound and parking are clear, and deposits have been detailed and paid in advance Implement an innovative, engaging integrated strategy that drives the SPH mission whilst generating a healthy income stream through strong relationships with clients and community. Maximising the St Paul s Hammersmith portfolio (church, centre and all properties), effectively stewarding assets and resources Manage the portfolio of opportunity to offer the West London commercial sector Nurture and develop commercial relationships including the local council, local businesses and police Evaluate business and operational procedure efficiency considering organisational objectives and apply improvements Manage the retail growth of the St Paul s Centre, coordinate booked events and conferences and oversee the service and operation of the Café (either directly or via our relationship with an external operator) Working alongside the Head of Finance and Procurement, develop the scope of opportunities for potential organisations to get involved and volunteer Develop and manage a robust customer relations system that will deliver trends in booking and customer insight Working with Head of Finance and Procurement manage end to end effective and efficient invoicing linked with a check in/check out system for clients to improve customer service and operational accountability Working with Head of Finance and Procurement, develop a monthly and quarterly reporting system that will track commercial trends along with financial information, forecasting new opportunities and analysing cost and revenue streams, create/reforecast operational budgets to promote profitability

4 Manage the partnerships with St Paul s Hammersmith charitable trusts (Resurgo, TLG, and Crosslight) enabling both St Paul s and the respective charitable trusts to achieve their mission through close relationship Effectively account manage the missional service level agreements with each of the respective charities and deal with any emergencies in a timely fashion Proactively seek out opportunities that will be mutually beneficial to both the respective charities and St Paul s. e.g. grants, external resources etc. Create a newsletter using social media and plasma noticeboards in the centre to highlight Bible verses and messaging along with the many activities held at St Paul s Church and Centre including missional partners (Crosslight, Spear, TLG), cultural programmes, café news, church services and special guests Manage and maintain the multisite facilities and site resources in line with the strategic priorities and Health and Safety legislation. Provide exceptional service to clients as well as an effective and efficient booking process Develop and agree with the PCC and senior vicar, a 5-year vision and mission for the portfolio to enable robust forecasting and targeted development of new and existing client areas, both internal and external and the mix between the two Harness and develop St Paul s I.T. systems ensuring that systems continue to innovate and deliver to the highest standard Manage the Facilities, IT and Production team ensuring the smooth running of the portfolio. Provide training to ensure that the skillset within the Facilities, IT and production team meets the needs and requirements of the centre, compliant with legislation Working with the ministry teams ensure that all IT and production requirements for Sundays and other ministry events are covered, and any emergencies are dealt with promptly Working with Facilities, IT and Production Manager develop and agree a strategy including work schedules and budget for maintenance, contracts and suppliers. Approve the ordering of necessary goods and services and finalise details of orders and deliveries Working with Head of Finance and Procurement manage effective procurement relationships for value services and products and agree service levels. Manage and agree the internal service level agreements cross functionally to ensure smooth running of the portfolio, including adequate cover and timely maintenance for emergencies, production and IT Ensure that policies and procedures are implemented in line with health and safety guidelines, data protection, risk assessments, fire regulations and disclaimers are up to date. Anticipate unfavorable events through analysis of data and prepare control strategies Advise and implement risk management regarding supply contracts and agreements Accountable for the implementation of HR strategic planning and supports the day to day operational management and coordination of ministry, operations/ facilities staff and volunteers. This includes working with Citrus and our partner charity Transforming Lives for Good (TLG) HR services to develop and have oversight of policies, processes and structure needed to support the church staff and leadership at St Paul s Hammersmith and TLG in all aspects of the employee journey - recruitment, induction, compensation and benefits, performance, training and development through to exit. Be responsible for the HR Manager as they support functions of human resource management to assure full compliance with all applicable laws as well as the policies established by the PCC and the direction of the Senior Pastor. Lead out an effective creative communication & media strategy both internally and externally for the St Paul s Cityshaper Vision, delivered in a timely and cost-effective fashion.

5 Ensure the St Paul s Hammersmith website and all media are consistent in form and format and are functioning well Ensure that the communication strategy and budget is in line with the strategic priorities, vision and mission of St Paul s Hammersmith Develop greater use of social media, video and photography projects to take the Gospel out into the marketplace Ensure the smooth delivery of the Communications Timetable and oversee the allocated representation of all church ministries throughout the annual cycle Oversee all major Design Projects (Annual Guide, Term Card, Ad-hoc Design Work) Develop robust secondment program for students in media. Essential Skills Christian faith with a passion for a mission driven environment, embracing vision and values of St Paul s Hammersmith Experience of driving high standards of customer service and mission Confident manager with experience of managing operational environments and multifunctional teams Strong team builder Solid experience in facilities management Excellent verbal and written command of the English language, able to communicate effectively at all levels, and with external stakeholders, including a high level of diplomacy Ability to read and write executive reports and strategy documents on complex operational issues Proven experience of deploying limited resources (people and finances) with demonstrable proactive problem-solving skills whilst remaining entrepreneurial Knowledge of both Health and Safety Systems and processes and UK facilities legislation Prior knowledge and experience of designing operational management systems Proven experience of project management skills and tools delivering client facing projects. The ability to work on own initiative, have a conscientious approach, and with a can do attitude Creativity, a willingness to experiment and try different business/marketing approaches Exceptional people skills and hospitality, with a friendly and professional manner Excellent organisational skills with keen attention for detail, completes and finishes. Experience of juggling multiple projects and re-arranging programmes and projects at short notice whilst remaining organized. Strong financial background, experience of developing and managing project budgets and providing the associated financial reporting Professional appearance and manner with excellent telephone manner Preferably a member of BIFM and demonstrating latest sector knowledge Preferably qualified in NEBOSH Proficient Microsoft package user and IT skills Valid UK work permit or UK residency Desirable Skills Experience in managing a multi discipline environment Experience in managing volunteers Experience working in a church environment Retail or service sector experience Working Requirements Monday-Friday, 9.30am-5.30pm The role is generally Monday Friday however staff are required to work some evening and weekends on key dates (rota time shift or time off given in lieu)

6 Key church services: St Paul s Easter, Pentecost, Harvest and Christmas services Key church events: Annual Parochial Church Meeting, Church Weekend Away and some evening events Staff events: Staff Residential Conference (once a year Sept); development and training events Attendance Tuesday morning staff meeting 25 days annual leave per year with 1-2 days discretionary between Christmas and New Year; 3 personal retreat days per year, 1 per term Amended and edited DM, SD and SR Sept 2016 Amended SD, DM, SR, Jan 2018