ROLE SUMMARY Through their team they are responsible for the day-to-day operations in their wider portfolio, including maintenance, and financial health of properties on behalf customer and clients
HEAD OF OPERATIONS LONDON REPORTS TO: OPERATIONS DIRECTOR
KPI’s
PROFESSIONAL QUALIFICATIONS
Excel - Property Management* 101 – People Management Excel - People Management TPI – Level 3 Qualified to enter * Dependent on experience
1. 95% of inspections completed on time 2. 100% Accounts/Budgets issued on time. 3. 1.3 Complaints per 1000 4. >5% of invoices older than 4 weeks 5. >20% attrition
GROWTH
SERVICE
PEOPLE
OPERATING MODEL
1. Ensuring that a clear consistent standard is
1. Achieving financial and operational targets for their business area focusing on retaining existing business and delivering our Resident Management Company service offer.
1. Driving a highly engaged and high performing service culture through their teams. 2. Leading by example by motivating, engaging and developing their teams.
1. Manages 3000-9000 units 2. Manages 15-160 Developments 3. Manages 3-8 People
delivered across the portfolio.
2. Ensuring value and
transparency in property management to build trust
KEY RESPONSIBILITIES
and engagement of customers/clients.
1. Oversee Operational delivery. 2. Deliver growth strategy. 3. Manage and Nurture client relationships 4. P&L delivery 5. Delivery of business initiatives
COMMUNICATE
1. Consistent and professional use of all available channels for effective customer, client and employee communications.
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