Senior Operations Manager - Build to Rent

We are looking for a Senior Operations Manager to oversee end-to-end Property Management operations for our client's operational BTR portfolio across the South of England.

This role will be responsible for recruiting, training and motivating a high-performing team to deliver the best possible experience to residents. This role will have high a high level of responsibility and visibility across the business, including exposure to the Chief Executive, and Directors, as well as investors and external parties. The successful candidate will have strong people management skills, be highly organised, and be able to structure, communicate and implement robust processes, procedures and systems. There will be an opportunity for the successful candidate to take on more responsibility as the company grows, including in relation to their new BTR schemes across the UK.

KEY RESPONSIBILITIES:

* Lead the Property Management business: oversee end-to-end operations of operational BTR schemes, including management of both the on-site team and central support team.
o Set out clear roles and responsibilities, and recruit, train, incentivise, and performance manage people to ensure the right resourcing is in place across the team to deliver on these
o Create and refine Standard Operating Procedures to ensure efficiency and consistency of delivery across all sites, and regularly review and update based on analysis and insight, industry best practice and legislation
o Review, optimise and procure technology solutions to automate processes and journeys to improve the resident experience, free up team time to focus on most value-add activities, and realise cost efficiencies
o Ensure effective and compliant maintenance, H&S and PPM procedures, including oversight of preferred contractor lists, and sample checking of compliance with best practice and legislation, working with the block manager, investors and other key stakeholders
o Implement initiatives to achieve specific goals, such as occupancy, retention, customer satisfaction
o Maximise profit of the PM business, and lead on creating pitches for management of new BTR schemes
* Optimise financial performance of BTR schemes: work with on-site teams, central PM team, Asset Manager, and other members of the Operations team to identify opportunities and risks, and implement change to maximise Net Operating Income of the operational portfolio, specifically with respect to reducing Gross to Net leakage
o Work with insurers and other third parties to achieve optimal commercial outcomes for scheme owners
o Lead annual budgeting, and regular reporting processes on a weekly/monthly/quarterly basis
* Take responsibility for resident experience and interaction: oversee complaints procedure, and be ultimate point of escalation for serious and complex cases, role model resident communication approach to team members, lead on obtaining, interpreting, and acting on resident feedback to improve overall service delivery
* Inspect and mystery shop BTR schemes: schedule and complete regular inspections, both directly, and via third parties of both the company's and other BTR schemes, review results, and implement actions to deliver change
* Implement strategic projects: collaborate with other members of the Operations team to scope, gain buy-in, and deliver projects including sustainability and ESG improvements and Capex works
* Out-of-hours point of contact: be available and responsive to urgent resident and building issues, working with OOH provider, on-site staff, and third-party contractors
* Stay connected to the BTR Industry: proactively network within the BTR sector to identify trends, changes and best-practice and propose changes for the business

SKILLS & EXPERIENCE:
* Team leader: experience of hands-on line management of a geographically-spread front-line team
* Customer Service orientated: passion for delivering great customer service, and experience of dealing directly with residents and other customers both in person and via email, call and other channels
* Highly organised: enjoys and prospers in face-paced, changing environments, managing and prioritising competing requests from multiple stakeholders and channels to manage time effectively and achieve objectives
* Numerate: adept at analysing operational and financial data to identify trends, opportunities and threats and create business cases for initiatives to address them, as well as effectively forecast and report on performance
* Strategic: able to take a step back from the detail and think strategically about opportunities and risks and influence the business direction accordingly to create value and ensure the business is a leader in BTR
* Technologically savvy: comfortable selecting, managing, modifying and using software systems, including property management products such as Yardi, to automate processes
* Residential property experience: previous roles within similar sector, ideally BTR, PBSA or PRS, with detailed knowledge of relevant legislation, including landlord-tenant law and Health & Safety