Residential Operations Manager

The ideal candidate will run an autonomous business unit, taking overall responsibility and accountability for operations, including team members, daily activities, and resources to achieve established financial and operational goals.

• Act as a role model at all times, demonstrating core values.
• Lead the team to create positive memorable experiences by exceeding expectations for all residents.
• Work in partnership with marketing to shape local marketing and leasing strategies based on relevant market data to achieve occupancy and revenue goals.
• Ensure marketing campaigns, advertising, and promotional activities are effectively implemented.
• Establish relationships with internal and external stakeholders, communicating regularly with representatives, ensuring compliance with pertinent regulations and providing performance data and reporting.
• Seek interaction and contact with residents to proactively improve service delivery and ensure community events enhance the overall resident experience.
• Meet targeted revenues by making rate recommendations based on market data and monitor payments.
• Prepare and forecast annual budgets by analyzing financial statements, reviewing marketing information, and accessing operational reports.
• Manage the financial performance, attending regular P&L reviews with stakeholders.
• Promote investor satisfaction and retention through timely variance reporting and ongoing communication about property performance, responding urgently to client/owner concerns, questions, issues, and requests.
• Promote resident satisfaction and retention by ensuring timely responses to questions, requests, and complaints, taking appropriate action to resolve and address service issues.
• Assess team member training needs and ensure thorough understanding of systems and adherence to policies.
• Develop capability of team members to meet key performance goals and future succession requirements.
• Originate, approve, and submit purchase orders and process invoices from vendors, contractors, and service providers for payment, managing communication with finance team members and other stakeholders as required.
• Oversee tenancy management process by coordinating apartment inspections, evicting residents, and imposing and collecting late fees and other charges within terms of agreement.
• Work with Health & Safety to drive safety culture by managing and monitoring health and safety compliance activities, ensuring the community operates in a safe and risk-free environment.
• Ensure operation of the community complies with Company policies and procedures and laws governing housing operations and residential lettings.
• Manage planned and reactive maintenance and refurbishments, engaging marketing and capital projects teams to ensure timely resident communication and completion to a high standard within agreed budgets and timescales.
• Conduct regular community walkabouts and inspections, taking appropriate actions to ensure physical aspects of the property, grounds, buildings, and amenities meet established standards for safety, cleanliness, and general appearance.

A strong combination of technical, business, and interpersonal skills is essential for this role. Key skills include:

• Experience of successfully driving leasing performance and managing operations in a similar environment.
• Proven track record in delivering service excellence in a management role or similar environment.
• Detailed knowledge of Landlord/Tenant Legislation.
• Strong team player capable of working autonomously and taking ownership.
• Excellent organisation skills with ability to multi-task and prioritise.
• Excellent verbal and written communication skills.
• Numerical skills necessary to complete activities.
• Management and leadership skills sufficient to recruit, lead, direct, evaluate, and manage team members to achieve high performance.
• Self-awareness and adaptability, able to build relationships and communicate effectively with various audiences.
• Flexible approach to working in a fast-paced environment and adaptable to thriving in a changing environment.

This is an excellent opportunity for an ambitious professional to develop their skills and advance their career in a dynamic industry.

Applicants should be proactive, organised, and enthusiastic about delivering exceptional results.