Operations Manager

JOB DESCRIPTION

Key Role Responsibilities:

• Acts as a role model at all times by demonstrating the core values.
• Leads the team to create positive memorable experiences by exceeding expectations for all residents.
• Works in partnership with marketing to shape local marketing and leasing strategies based on relevant market data to achieve the property’s occupancy and revenue goals.
• Ensures marketing campaigns, advertising and promotional activities are effectively implemented.
• Establishes relationships with internal and external stakeholders communicating regularly with representatives, ensuring the community’s compliance with pertinent regulations and providing performance data and reporting.
• Actively seeks interaction and contact with residents to proactively seek to improve service delivery and ensure community events enhance the overall resident experience.
• Meets targeted revenues by making rate recommendations based on market data and monitors payments.
• Prepares and forecasts annual budgets by analysing financial statements, reviewing marketing information, and accessing operational reports.
• Manages the financial performance; attending regular P&L reviews with stakeholders.
• Promotes investor satisfaction and retention through timely variance reporting in respect of budgeted and actual spending and on-going communication about the performance of the properties, and responds with urgency to client/owner concerns, questions, issues, and requests.
• Promotes resident satisfaction and retention by ensuring a timely response to questions, requests and complaints in a timely manner, and taking appropriate action to resolve and address service issues.
• Assesses team member training needs and ensure thorough understanding of systems and adherence to policies.
• Develops capability of team members in order to meet key performance goals and future succession requirements.
• Originates, approves and submits purchase orders and processes invoices from vendors, contractors and service providers for payment and manages communication with finance team members and other stakeholders as required.
• Oversees the tenancy management process by co-ordinating periodic apartment inspections, evicting residents, and imposing and collecting late fees and other charges within the terms of the agreement.
• Works hand in hand with Health & Safety to drive a safety culture by managing and monitoring the appropriate health & safety and compliance activities including the incident reporting system and ensures that the community operates in a safe and risk free environment.
• Ensures the operation of the community complies with Company policies and procedures and any laws and regulations governing housing operations and residential lettings.
• Manages planned and reactive maintenance and refurbishments engaging marketing and estates management project teams to ensure timely resident communication and completion to a high standard within agreed budgets and timescales.
• Conducts regular community walkabouts and inspections and takes appropriate actions to ensure that the physical aspects of the property, grounds, buildings, and amenities meet established standards for safety, cleanliness, and general appearance and appeal.

Key Relationships:

• Operations Director – Multifamily and Community Team.
• Development, Investment & Asset Management Team.
• Central Teams including HR, Finance, Systems, Sales & Marketing
• Consulting Partnerships/Suppliers

About You

Knowledge & Qualifications:

• Graduate calibre or equivalent experience.
• Strong proficiency in the use of Microsoft office packages including Word, Excel and Outlook.
• Strong proficiency in using business systems software, preferably in the property or accommodation sector. Training will however, be provided.

Experience & Skills:

Essential:

• Experience in the leadership and management of multi-site operations ideally in a related industry sector, e.g. leisure, retail, hospitality or the property sector where service through teams, revenue and occupancy will all be key profit drivers.
• Experience of bringing a new asset, product or service to operational performance.
• Experience of working in multi-disciplinary team environment.
• Strong commercial awareness and high level of capability and competence with financials.
• Displays resilience when responding to changing schedules, last minute and urgent requests.
• Excellent communication skills and the ability to work with impact and influence.
• Highly regarded as a leader of people by direct reports.
• A dynamic and confident leader with a customer service ethos.
• A strong team player but capable of working autonomously and taking ownership.
• Excellent organisation skills with the ability to multi task and prioritise
• Self and culturally aware and able to adapt relationship building, communications and negotiation skills to suit audience.
• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.

Desirable:

• A knowledge and understanding of change management with the ability to effectively and implement it when required.