You will be responsible for leading individual residence teams to create positive memorable experiences for our residents. You’ll exceed expectations for all our residents, whilst ensuring your assigned portfolio meets the established operational, financial and business-related targets. You will take overall responsibility for the multiple assets in the championing and executing of Company strategies related to property management operations, implementing agreed policies, procedures and practices whilst actively driving improvement and operational excellence.
Your aim will be to deliver the best in class service to our residents and exceptional sales and financial performance for our investors.
To be part of the Senior Operations Team, meeting fortnightly, setting standards and assessing performance to report to the Senior Management Team (SMT).
Leading the six-weekly General Manager meetings sharing business updates and setting project work and escalating any general issues.
To act as a role model by demonstrating our core values and beliefs.
To take responsibility for leading a large team, coordinating resources of our buildings to achieve and exceed established budgeted financial and operational goals.
To effectively engage and coach the team to drive performance through the WOMBLE, and actively identify and address underperformance.
Identifying revenue opportunities and leading the team to implement across the Residences.
To develop staff capability to meet KPIs and future succession requirements. o Ensures company policies are followed correctly with the emphasis on Human Resources, Health & Safety and compliance.
To act as a mentor to the General and Residence Managers within the region, along with your peer group.
To undertake monthly one to one meetings with your team.
To provide a weekly level of visibility to the team, ensuring that any issues are managed and solved quickly. o Managing and providing an escalation matrix in the event of an emergency, liaising with the PR Agency and responding to our Investors as appropriate.
To ensure that residents’ health, safety and welfare is paramount; building critical relationships with the university community support services where appropriate.
To lead the team with creative and memorable experiences by exceeding expectations for our residents.
To be proactive in striving for continuous improvement to our service offering, ensuring a reduction in complaints, opening avenues for questioning and creating a model that delivers responses in a timely manner.
To inspire the team to initiate and lead on resident involvement, social events whilst continuously seeking to improve service delivery and the resident experience.
To review the staffing structure to ensure that the working hours meets the needs of our customers and provides the right level of return to our Investors.
To take responsibility for large scale asset mobilisation of our new Residences; including the set-up of operational costings, staffing structures, standard operating procedures, recruitment of the teams and coordinating a meaningful onboarding experience in readiness of practical completion.
To ensure that all our buildings have an occupancy level in line with the business plan that is shared with our investors and escalating any issues to the Board. o Overall responsibility for managing the demands associated with large scale / multi-site Residences.
Co-ordinating large-scale marketing campaigns in conjunction with the Sales and Marketing team to include banner advertising, bus shelters, billboards etc.
Managing complex compliance issues as well as managing the financial performance of the site. o Managing and monitoring the appropriate health and safety compliance, promoting a risk-free environment.
To establish and maintain relationships with linked institutions and investors communicating regularly with representatives, ensuring our operations are in line with regulation.
To negotiate quotes for planned and reactive maintenance ensuring the works are completed to standard, time and budget with minimal impact on the residents.
To lead continuous improvement and to provide value added initiatives across your areas. o To meet targeted revenues by ensuring rent and other fees (including debt) are collected and posted in Star Rez in a timely manner.
Ensures marketing campaigns, advertising and promotional activities are implemented throughout the Residences highlighting the return on investment.
Conducting regular residence walkabouts and inspections (WOMBLE) taking appropriate actions to ensure that the physical aspects of the property, its grounds, its buildings and amenities meet the established standards for safety, cleanliness, general appearance and appeal.
Support and assist with the rollout for waste and energy management driving down utility costs. o Conducting rigorous and effective monthly reviews of the residences financial performance.
Optimal allocation of budgets to ensure best value and saving opportunities for the Residences
Takes commercial approach to manage the Residences whilst actively seeking ways to identify opportunities to maximize revenue o To consider what Residences could provide summer occupancy, thereby increasing the return to our investors and to drive/build relationships to pursue summer business.