Our client is hiring an experienced Operations Director to oversee residential Apartment Communities in the United Kingdom. The Operations Director is a multi-faceted leader who oversees several on-site management teams throughout a specific portfolio of real estate. In this role, the team member will lead a team of Property Managers, manage asset preservation and improvement, identify threats in the market and create strategies to increase leasing momentum, ensure systems are being utilized correctly in compliance with company standards, and create, implement and monitor annual financial plans for company holdings. The Operations Director is also responsible to deliver exemplary customer service with the utmost professional demeanor, when interacting with residents, owners, community members, vendors, and corporate employees.
Leadership: Ensure Property Managers have the resources and direction needed to execute at the highest level possible. Organize and host weekly team meetings with Property Managers to go over Region recap, address concerns, communicate corporate messages, and celebrate successes. You will lead and implement the activities that drive the performance of the Company’s build to rent portfolio. Ensure that our communities are managed safely and with sustainability at the forefront of your mind and executing on the asset, community and business strategy for safety and sustainability Monitor and evaluate business performance Leads the execution of business operations by developing processes, procedures, tools, documents, communication, implementation plans for new programmes and overseeing compliance with the Company’s operating policies and procedures. Facilitate weekly one-on-one calls with Property Managers to review property standing, personal and team performance, set expectations, and re-calibrate goals. Visit each site, at least quarterly, to mentor members of the on-site teams ensuring the effectiveness of each department (leasing, administrative, and maintenance). Set leasing/occupancy goals and monitor performance at each property. Create and implement with Property Managers a recovery plan, for struggling assets, addressing current challenges with a detailed account of overcoming market threats, people problems, product hindrances, and promotion struggles. Partner with Property Managers to evaluate the effectiveness of each on-site Team Member, assist in the design of employee recognition programs and Team Member development plans. Create a bench of talent, as a result of development plans, for future promotional opportunities. Shop properties within existing markets, to recruit talent for open positions. Oversee the hiring efforts at each location and ensure on-the-job training for new-hires has been organized. Attend on-going training to enhance leadership skills.
Leasing and Marketing: Research and set rental rates at each property based on competitive market analysis and calculated overhead costs, communicate data to upper management and owners. Monitor property leases to ensure individual floor plan velocities are being achieved and make adjustments for any deficiencies, as needed. Stay abreast of cost per lease at each property and where outreach marketing strategies and print/online advertising dollars are being spent, make budget adjustments accordingly. Partner with Marketing Department to create cutting edge campaigns to drive qualified traffic, along with promotional and renewal collateral for distribution. Ensure all online sources reflect accurate pricing/current incentives, make corrections as needed. Confirm successful multi-channel marketing strategies are being executed at each property. Review completed Email/Telephone/In Person Mystery Shop Reports and address opportunities for improvement with the Property Manager. Regulate the social media content created at the site level, confirming material upholds the Social Media Standards set by the Company. Understand and comply with state, federal, and/or local Fair Housing Laws at each property.
Accounting and Administrative Functions: Create a financial plan, for each property, that minimizes expenses and increases revenue in order to maximize net operating income. Design systems and processes to realize staffing efficiencies and decrease overall payroll. Create and interpret monthly reports to identify and maintain successes as well as identify upcoming challenges and prepare in advance to overcome those challenges. Solicit bids, negotiate and select contractors and vendors for daily operations and capital improvements. Code and process accounts payable and receivable on-site. Review payables with Property Managers ensuring expenses are within the approved budget and services rendered are deemed satisfactory, at each property. Certify receivables at each property are being collected and processed in accordance with Company policy, achieving delinquency and revenue goals. Guarantee the eviction processes are following Company policy and upholding state laws. Verify daily/weekly/monthly accounting reports have been completed at each property. Certify that at each property, move-out fees are being charged and document accordingly, while complying with state laws and Company standards.
Property Maintenance: Partner with the Service Manager to ensure Service Requests are being addressed in a timely manner, vacant units are being made ready per Company standards, vendors are performing adequately, and preventative Maintenance items are being completed. Work with Service Manager to maintain expenses within the budget. Walk each property at least quarterly, with Property Managers and Service Managers, to confirm property curb appeal is at an acceptable level and identify any areas in need of maintenance. Perform property quarterly inspections and complete required standardized reporting. Identify areas of need for capital improvements, develop scopes of works and budgets for the projects, and ensure satisfactory completion. Ensure each property is complying with all applicable local, state, and national code requirements.
Customer Service: Approach all resident and owner interactions with the desire to create a memorable experience. Resolve or deescalate resident and owner concerns effectively, seek out direct supervisor as necessary. Engage with owners regularly and be sure to respond to owner’s queries quickly while using vast property/market knowledge and best judgement. Ensure the Resident Experience Program at each property is encouraging positive on-line reviews and confirm responses are in accordance with Company Standards. Intermingle with residents, owners, community members, vendors, and corporate employees in a professional manner.
Requirements – APPLY NOW
Minimum five years Operations Director experience. Above average computer literacy in Microsoft Office and savvy social media skills. Knowledge, skills & experience required: Demonstrated substantial experience in this sector; global experience would be highly advantageous. Practical understanding of UK legislation relating to tenanted property and buildings management or relevant qualification (preferred) Significant experience in a senior operations leadership position within the multi-site property management or similar sector where service through teams, revenue and occupancy will all be key profit drivers; ideally within Europe (global also preferred). A win-win attitude, keen listening skills, strong attention to detail, ability to multi-task and delegate with ease, and the desire to contribute and lead a team to success. All qualified applicants will receive consideration for employment and we are happy to consider flexible working arrangements. Inclusion sets us all up for success and we particularly encourage applications from currently under-represented groups in our industry including those who self-identify as women, black, Asian, minority ethnic, lesbian, gay, bisexual, transgender and/ or disabled.
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