Operations Manager - Build to Rent

The Operations Manager has responsibility for the effective and efficient Operations of all buildings within the portfolio with a focus on Facilities Management, Health & Safety & Customer Service.

The role will entail the overall supervision of on-site facility management, engineering team, General Managers (GMs) working to ensure an exceptional quality of management and adherence to Health & safety requirements.

Responsibilities:

• Structuring onsite service delivery and service recovery ensuring consistency of procedures across the portfolio.
• Implementing and updating Standard Operating Procedures and delivering or organising training as and where necessary. Organisation and oversight of a training programme for all site-based staff.
• Supporting the General Managers and onsite teams to ensure that all areas and aspects of the development are presentable and of an exceptional standard..
• Overseeing the tendering and placement of all service contracts ensuring all contractors have the relevant qualifications, and insurances, are cost effective, and are able to meet the expected SLAs and service requirements.
• Direct supervision of facilities team, engineers and General Managers including recruitment and monitoring of on-going performance (in line with company requirements), authorisation of leave, pay, benefits and disciplinary procedures.. Additionally, to support your direct reports in their recruitment and monitoring of on-site teams including PMs, Cleaners, Maintenance Operatives and any other relevant roles.
• To put in place monitor and update effective procedures for the residential operational team, including, Risk & Method Statements & Permits to Work, PPM Planners, Fire Life & Safety Testing & monitoring, supervision of contractors and any other procedures to ensure the business meet all legislative requirements in line with Health & Safety.
• Ensuring all Health and Safety obligations and duty of care are met effectively and that all routine checks are in place and carried out (to include regular auditing and setting of SLAs).
• To support General Managers to ensure that the following procedures are implemented in accordance with the appropriate requirements (and as per the Group Fire Safety and Environment Manager):
• Tenant Fire Safety Plan.
• Maintenance and testing of all fire and life safety equipment.
• Compliance of conditions of the Buildings Fire Risk assessment.
• Compliance with current legislation and company requirements in respect of current "Health and Safety" Law.
• All statutory compliance and regulations.
• To promote and implement sustainability initiatives as directed
• To ensure compliance with the Building Safety Act throughout the day to day management and operations of all buildings.
• Oversee all insurance related claims, ensuring that the process is followed and reviewed where necessary.
• To provide assistance to the General Managers in the appointment, monitoring and supervision of all authorised contractors instructed to carry out works on and around the development. Authorisation of payment and conflict
• resolution (including authorisation of instructions and invoices as appropriate within authorisation limits).
• Ensuring all onsite team members are trained with regards to Health and Safety specific to each facility. This should include performing adhoc audits & reviews of team members conduct whilst performing their various duties.
• Monthly, quarterly and annual audit of all areas of the development, keeping detailed and accurate records of such.
• Ensure the effective monitoring and record keeping of all PPMs
• To Monitor & review the overall performance of the portfolio, making any changes to procedures or policies where necessary to ensure we are delivering an exceptional service to all residents.
• To act as a point of escalation should a General Manager require support in relation to a tenant complaint or on-going maintenance or service issues.
• Effective cost and control review of expenditure and accounts, including setting of operational building budgets and presenting quarterly & monthly budget reviews.
• To assist the Events Manager with resident events; ensuring full compliance with any health & safety requirements. Assist the General Managers in the event of any emergencies (both during and outside office hours as required).
• To assist in the on-going development of property management, facilities and invoice management systems.
• Responsible for overseeing onsite staff performance and the provision of services.
• Responsible for cost control (against cost estimate) and support to preparation of accounts.
• Responsible for the control of staffing costs.
• Responsible for maintenance of all landlord's equipment including the appointment and
• supervision of all necessary sub-contracts.
• Responsible for managing other operational stakeholder relationships relating to the assets including but not limited to; retail occupiers, retail management team and infrastructure management team
• Responsible for budget setting through a thorough procurement and budget setting process on an annual basis for each building including appropriately allocating retail cross-charges.

Experience / Skills:

• Previous experience in High End Residential Property Management for a minimum of 3
• years is essential.
• A good overall education to 'A' Level / NVQ Level 3 or 4 standard or equivalent (to include
• English & Maths).
• Must possess a minimum of IRPM level 2, ARLA Level 3/4, and working towards IRPM BtR
• Level 4.
• Experience of Service Charge/Operational budgeting, monitoring of expenditure and
• financial reporting for budgets exceeding £1 million is essential.
• Basic understand of Residential lettings & the lesgislative framework it sits within.
• Basic knowledge of building maintenance systems.
• Experience instructing and managing large contracts of work
• Excellent management skills with the ability to lead a team to deliver exceptional service
• and customer satisfaction