Regional Manager - Build to Rent

PMR are seeking a Regional Manager to join our client's Build to Rent business based in their central London office.
The Regional Manager will be responsible for leading the teams at five Build to Rent developments and delivering great service to 1,000 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 investor partners and external parties.

Responsibilities:

Team Management & Leadership

• Lead and manage the existing team of Resident Service Managers (RSMs) and Maintenance Technicians (MTs)
• Role-model behaviours and approaches, set expectations, measure performance, and act as and when required
• Use tools to achieve high standards of customer service and financial performance, incl. incentives, training, coaching, mystery shops, call listening, surveys, reviews, etc
• Set priorities based on objectives of business and investor partners, as well as location-specific topics

Transformation & Change Management

• Create and drive programme of change to improve delivery of resident experience and operational efficiency
• This will include making enhancements to the Property Management system, such as resident app functionality and adoption, implementing new products, such as for referencing and deposits
• Refining and rolling out new and updated Standard Operating Procedures (SOPs) to staff

Operations & Compliance

• Oversee processes and functions required for day-to-day operations, incl. creation of regular reporting, and review and approval of invoices and expenses
• Collaborate with third-party block management partner and team to review compliance incl. H&S, Fire Safety, Building Safety and PPM, reporting any issues and coordinating plan to address
• Be available out of hours as required to coordinate response to emergency situations, working with team, out of hours provider, and others

Key Performance Indicators (KPIs)

• Include: occupancy, void days, rental growth, gross to net, net operating income, review scores, NPS, compliance

Your Profile:

• Passionate about property, and motivated to achieve high standards of customer service for residents
• Process-driven with great attention to detail, and ability to organise, structure, and prioritise effectively
• On-site experience, whether BTR, PBSA, hotels, or similar - have an understanding of the day-to-day job
• Team management and leadership experience are essential, ideally for teams based in multiple locations
• Technologically savvy, able to understand, operate, and modify systems such as Yardi, MRI, Spike, or similar
• Commercially-minded and numerate - able to identify and act on financial opportunities and risks
• Flexible and adaptable, and able to deal with the fast-paced and 24/7 nature of a fast-growing BTR business