What Does A Center Manager Do?

WHAT DOES A CENTER MANAGER DO?

Updated: Nov 11, 2024 - The Center Manager involves overseeing consistent approaches and mechanisms for all staff, ensuring effective communication, motivation, and adherence to contractual and statutory requirements. Coordination with HR is essential for the vetting, training, and licensing of new staff, complemented by structured inductions and site-specific training. The manager also promotes a collaborative learning culture, integrating ESG initiatives and facilitating staff understanding of business operations, customer needs, and company policies through regular reviews, training, and effective resource utilization.

A Review of Professional Skills and Functions for Center Manager

1. Center Manager Duties

Contractor Oversight: Ensure that disciplinary and monitoring procedures are in place governing all outside contractors working on site.
Compliance Monitoring: Ensuring that all working practice documentation comply with current legislation and good practice.
Community Relations Management: Develop and maintain good working relationships with all associated local statutory bodies, i.e., police, emergency services, local and central government enforcing authorities.
Environmental Practices Advocacy: Ensure that all AY staff, contractors, and tenants are encouraged to develop and maintain good environmentally aware working practices.
Client Service Delivery: Work closely with the RFM and other team members to deliver exceptional levels of services to clients and customers.
Leadership Support: Provide leadership support and direction to the site team and other site-based staff.
Continuous Improvement Leadership: Ensure we drive continuous improvement and deliver service excellence to clients.
Client Relationship Management: Understand client requirements and provide solutions to meet and exceed needs and contribute to customer objectives.
Operational Roster Management: Provide effective management of operational rosters to minimize absence and to ensure that cover requirements are planned utilizing site-based and relief resources for all relevant personnel.
HR Policy Enforcement: Work with HR in managing the welfare of all Avison Young site-based staff and to adhere to HR policies covering all areas of managing employees.
Staff Development Leadership: Lead, recruit, develop, and retrain staff to deliver quality services in the most efficient and effective manner and manage employees and adhere to HR policies and procedures.

2. Center Manager Details

Team Leadership: Advocate and inspire a “One Team” ethos for all individuals working at the Centre.
Performance Management: Ensure that Contractor performance is measured against agreed SLAs and KPIs.
Financial Compliance: Ensure that POs and invoices are raised and approved in line with Avison Young directives.
Policy Adherence: Ensure adherence to Avison Young policies and procedures.
Culture Development: Create a culture of service excellence based on continuous improvement and productivity.
Contract Oversight: Oversee the tendering of contracts for those contracts that are not centrally procured.
Contract Support: Support AY in bidding for new contracts if applicable.
Profitability Management: Deliver and maximize profitability of the contract and to deliver budgeted targets related to the provision of the services.
Cost Management: Manage costs effectively including agency/overtime spend and challenge the status quo if applicable.
Savings Identification: Assist in highlighting savings opportunities and communicate to RFM / Surveyor for action if applicable.
Commercial Awareness: Ensure that staff adopt a commercial approach to service and recognizing opportunities for service growth.
Objective Setting: Set objectives for direct reports and renew quarterly.

3. Center Manager Responsibilities

Staff Management: Ensure same approach and mechanisms for all staff within area of responsibility
Staff Communication and Motivation: Ensure excellent communications with and motivation for all staff
HR Collaboration: Work with HR to ensure all new starters are vetted, trained, and licensed in accordance with the contractual and statute requirements
New Starter Training: Ensure all new starters receive a formal induction and site-specific training
Performance Management: Ensure objectives, performance reviews, and Toolbox Talks/training courses are completed as per standard company policy
Operational Understanding: Ensure all staff understand business and customer requirements, operational and financial performance through implementing standard company policy
Training Identification and Evaluation: Identify training needs and ensure needs are met and results evaluated to assess business impact for all staff
Resource Utilization: Ensure that specialist support and all company resources are utilized in the most efficient and effective manner
Communication Cascading: Ensure that all company communications are cascaded to team members in a timely manner
Meeting Participation: Attend departmental meetings
Collaborative Learning: Embrace a collaborative learning culture with team and the wider business
ESG Leadership: Ensure that ESG is a consideration at all times and take a lead on introducing ESG initiatives within the Centre.

4. Center Manager Job Summary

Staffing Management: Making sure the center is adequately staffed and job responsibilities are well defined and communicated.
Training Coordination: Plan adequate training on a regular basis on medical knowledge, prescription reading, patient handling, etc.
Conduct Monitoring: Ensure the code of conduct and discipline are well adhered to by all staff, which is duly supervised and monitored.
Performance Management: Accomplish staff results by communicating job expectations, initiating, coordinating, and enforcing systems, policies, and procedures as per NABH SOPs and policies.
Liaison: Liaise with local government/non-government bodies in the best interest of the organization.
Reporting Efficiency: Ensure TAT is maintained for all reportings.
Training Implementation: Ensure effective implementation of various training programs and suggest any additional or alterations required in the training programs to ensure the highest possible patient satisfaction.
Financial Management: Manage cash records and expenses of the dedicated center.
Strategic Decision-Making: Take or suggest, keeping the financial, legal, and ethical aspects, after the approvals from the QM, Finance Head, and the CEO, all possible measures to increase the sales of the center under you.
Team Coordination: Coordinate with other team members in the organization such as the call center or other centers to ensure the best coordination for patients.
Compliance Management: Attend as per NABH requirement.

5. Center Manager Accountabilities

Center Management: Responsible for the Center, keeping up to date with local market activities and competition.
Customer Service Excellence: Ensuring that consistently excellent customer service is delivered to the students in all aspects of their experience.
Service Improvement: Identifying areas of improvements through use of the tools and data provided, to ensure EC provides a clear differentiation in its customer service delivery.
Sales Development: Developing sales opportunities and up-selling within the Center liaising with the Sales Team, hosting familiarization trips, and developing and delivering a local market awareness strategy, to drive and convert walk-in sales.
Budget Management: Responsible for the preparation and delivery of budgets, with continual tracking of financial performance and implementation of remedial actions as necessary to ensure delivery of agreed financial, academic and customer KPI’s.
Academic Performance Management: Work with the Regional Center Director and Regional Academic Director to achieve academic KPI’s such as Classroom averages, Teacher Engagement, Student satisfaction (NPS), Student progress, and Teaching delivery costs.
Accommodation Planning: Plan and source appropriate accommodation to meet student demand at all times in a cost-efficient manner.
Resource Efficiency: Responsible for ensuring efficient use of resources in all aspects of the running of the Center.
Strategic Relationship Management: Ensuring that business plan objectives are met, and strong relationships are built with key delivery partners as well with other centers and support functions.
Team Optimization: Optimize team performance through effective performance management and setting development goals accordingly, building an effective, motivated and accountable team and a solid succession plan.
Compliance Management: Working with the Compliance Director ensure all internal and external (local legislation, authorities, and accrediting bodies) compliance requirements are met, with accreditation of the highest order obtained on inspection.

6. Center Manager Functions

Visa Support & Immigration Process Management: Serve as backup SEVP Designated School Official supporting the student visa/immigration process.
Report Delivery Assurance: Ensure timely and accurate reports are delivered as requested by the management team.
Student Welfare Assurance: Ensure that the right mechanisms are in place to ensure the welfare of the students.
Teaching Team Development: Build a highly engaged, high performing, and customer-focused teaching team with an appropriate range of expertise, through efficient recruitment procedures, robust induction, and inspiring leadership.
Student Assessment Organization: Organize student assessment, needs analysis, and student academic induction on students’ first day.
Teaching Standards Implementation: Implement and ensure agreed EC Teacher Standards for classroom practice and staff room collaboration.
Academic Department Management: Ensure the smooth management of the academic department through effective administrative systems and delegation of administrative tasks.
Student Progress Monitoring: Ensure that the academic progress and needs of the students are being met, by actively seeking feedback, investigating and solving any problems.
Student Counseling & Decision Making: Counsel students on learning needs and maintain a balance between company policy and student benefit in decision-making.
Continuous Learning Cultivation: Build and maintain a continuous learning culture for learners and staff.
Professional Development Participation: Participate in in-company and industry events and trainings, and promotes and facilitates best practice through active collaboration with other EC schools and departments.
Sustainability Liaison: Liaise with the Sustainability Head to ensure that Social Responsibility is incorporated within the center experience.

7. Center Manager Job Description

Compliance Management: Ensure that all management procedures are in place and followed, and that contractors and in-house staff adhere to all current legislation for Fire, Health & Safety.
Tenant Relationship Management: Develop and maintain a good relationship with the tenants of the Centre.
Lease Compliance Monitoring: Monitor tenants to ensure their compliance with legal requirements and the terms, conditions, and covenants of their leases insofar as these impact upon the day-to-day operation.
Community Engagement Facilitation: Encourage regular consultative and meeting groups to foster understanding between all parties involved in the life of the centre and to encourage the tenants to liaise with one another to develop mutually beneficial approaches to common issues, e.g., crime prevention.
Security Best Practices Coordination: Work with tenants to ensure best practice on all security measures and ensuring that tenants have a clear mutual understanding of their capabilities and limitations under legal rights and restrictions and best practice recommendations.
Health & Safety Compliance Assurance: Ensure that all tenants operate in compliance with current Health & Safety and Fire legislation and that all tenants are fully aware of their responsibility under said legislation.
Lease Compliance Management: Develop a working understanding of all tenant lease requirements, monitoring compliance on a day-to-day basis to ensure that there are not actions which could prove detrimental to the owner’s asset value.
Issue Alertness and Reporting: Remain alert to potential problems advising the managing agent or owner’s representatives as appropriate.
Community Liaison: Work, where appropriate, out-of-hours or off-site to enhance the position of the Centre within the community by means of appropriate event participation, speaking, school liaison, etc.
PR Support: Provide support on PR associated with any developments.

8. Center Manager Overview

Relationship Management: Develop and maintain good working relationships with residents over, and immediately around, the Centre.
Space Management: Set up procedures and control use of Centre space by tenants, exhibitors, and community groups.
Leasing Coordination: Liaise with letting agents to maximise letting potential and work with potential tenants.
Marketing Assistance: Assist with the design and promotion of letting agents' marketing material for the Centre.
Profile Building: Build the profile of the Centre ensuring consistent Customer Relations delivery and maintain the standards of Avison Young in all communication to retailers, shoppers, and the community.
Retailer Engagement: Meet with all retailers on a regular basis to discuss issues and aid and information and encourage involvement in centre promotions and activities.
Complaint Management: Manage consumer complaints following Customer Relations procedures.
Community Networking: Professionally network with the appropriate community leaders, institutions, government representatives, local businesses, and events to achieve the strategic centre positioning.
Community Program Development: Develop community programmes, which support both the branding of the individual centre and the Avison Young brand which add value to the community.
Operational Review Input: Input to design reviews and implementation of full operational reviews of the proposed scheme contributing to the design development phase.
Tenancy Mix Review: Review existing Centre tenancy mix and shop configurations to maximise income and bring forward any ideas and suggestions to the AY Surveyor and the Asset Manager.

9. Center Manager Details and Accountabilities

Development Assistance: Assist in any future developments.
Invoice Approval: Approve invoices prior to payment ensuring compliance with authorization limits and budgets.
Compliance Management: Comply with company authorization limits and contract authorization process.
Regulatory Awareness: Retain awareness and understanding of the company manuals covering crisis management, health and safety, contractor’s manual, rules and regulations, incident reporting, manual handling, retail crime, COSHH, control room operations, Disability Discrimination Act, and data protection.
Supplier Management: Manage external suppliers with the Centre Operations Manager and ensure Avison Young standards are met.
Performance Reporting: Provide Avison Young with regular updates of Centre performance and issues.
Problem Solving: Discuss Centre issues and formulate solutions in consultation with Avison Young.
Facility Review: Review Centre areas and facilities to ensure they meet Avison Young standards.
Operational Oversight: Monitor, develop, and initiate changes in respect of all functions concerned with the overall running of the Centre encompassing all operational concerns.
Health & Safety Management: Responsible for all aspects of Health & Safety and Fire legislation. Identify and highlight areas of concern and remain alert to changes in legislation as it affects the Centre.
Emergency Preparedness: Ensure that efficient emergency procedures are in place and that staff and tenants are fully trained in emergency response with particular emphasis on evacuation procedures.

10. Center Manager Tasks

Community Engagement: Participate fully in the local community, develop relationships with local council and media, maximize positive publicity, and foster the reputation of the centre in all forms of media to promote the centre for the benefit of the tenants and to meet the strategic objectives of the owner.
Centre Management: Effectively manage the Centre and budget to drive profitability, non-rental income, and business plan objectives.
Budget Preparation: Prepare the Annual Service Charge budget for the Centre, working closely with wider AY team members and the Surveyor, in line with AY specified time frames.
Financial Reconciliation: Participate fully in quarterly and year-end reconciliations.
Strategy Implementation: Deliver Business Plan objectives and Centre strategy.
Policy Implementation: Implement operational and branding policies at the Centre.
Programme Implementation: Implement Avison Young programmes recognized by retailers as adding value.
Operational Oversight: Take overall responsibility for the day-to-day operation of the Centre, ensuring that the onsite team delivers against their roles and the owner’s obligations are discharged.
Stakeholder Support: Support the owner, its representatives, and the managing agent in achieving the objectives laid down from time to time.
Safety Management: Ensure the health, safety, and welfare of all Avison Young employees, contractors, retailers, and customers at the Centre.

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