Estates Director – Luxury Residential

PMR

PMR is proud to be working with a leading Block Management company who are looking to make a key hire within the business. The Operations Director will be responsible for leading the on-site teams, driving the client relationship and steering the operational management of the development.

Hours: Monday to Friday, 08.30am to 18.00pm

Salary: £75,000 to £85,000 DOE

Location: South London (predominantly site based)

Responsibilities:

• To inspire and lead the on-site team, the on-site businesses, their people, guests and our client
• Build and retain relationships – The client, wider stakeholder community, the service partners including another residential agent, and the team on site.
• Take ownership of the service charge spend along with your team balanced with the standards of services that are provide. Providing the service standards which is both contractually agreed through the PMS, KPI’s & SLA’s but also how this may need to evolve and develop in response to resident feedback and client feedback.
• Identifying best practice from both inside and outside the industry to continue to inspire our client and the residents. Seeking how to continually do it better while always protecting safety and expenditure.
• Know through listening, engaging and understand the community’s priorities and challenges, pre-empt and be proactive in identifying how we can support, align or add to our service
• Regular meetings with resident representatives along with your community team members and separately with your wider management team members
• To regularly engage with the client and wider leadership team
• Overall people management responsibility for the on-site team
• Oversee efficiently and manage the day to day on site operations
• Overall responsibility at site level for managing all aspects of the estate, building, health and safety, the people and the service charge budget.
• To have overarching control of all elements of the on-site structure, all local and wider network partnerships, the head office communication link and the client relationship.
• Adhering to statutory obligations, quality, and best practice guidelines
• Your attitude should always focus on ‘how can we help’ in all situations, internally and externally.
• Take responsibility for the management of the service charge budget and all site financials.
• Assist in the preparation, drafting and reconciliation of service charge budgets in conjunction with the AD Surveyor and Portfolio Accountant.
• Ensure all documents, logs and systems are up to date and reporting is carried out to the required deadlines.
• To regularly engage, update and provide consistent communication and feedback to all parties both on site and within the wider sphere, such as our service partners, contractors and the wider management team.
• To escalate concerns where applicable, recommend process or service improvements as relevant in driving forward team dynamics and lead on inter departmental communication.
• Be the top site team escalation point of contact for all operational and compliance matters for the site and the client.

Experience:

• At least 5 years’ experience in managing complex multi-use, residential led developments in a senior management role, with large team management responsibilities
• You must be able to manage managers, client expectations and engage with the wider head office team
• Ideally experience in both commercial and residential management as well as public realm.
• Management of large service charge budgets +£4m with multiple schedules
• Experience with both capex and service improvement projects.
• Proven ability to manage PPM contracts and warranties for complex MEPH systems
• Previous training and abilities for complaint handling and conflict management a must
• 5 years of managing a customer focused team and driving a customer-centric approach
• 5 years or more experience for Health & Safety reporting and checks
• IT skills including MS-Office packages (Teams, Outlook, Word, PowerPoint and Excel)
• GDPR training and understanding a must, including the management of a team in this related area
• Have hospitality, tourism, or large volume experience with roles held at senior management level
• GM responsibilities and operations background a significant advantage

Qualifications:

• Ideally Have NEBOSH or IOSH certified
• Ideally IWFM, ARMA or RICS qualified or membership
• Financial or customer service qualifications an advantage