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Associate Director
Associate Director – Property Management
Location: London (Hybrid Working) Contract: DOE (maternity cover position, potential for permanency) Working Hours: Monday – Friday, 9:00am – 5:30pm
About the Role
Our client, a leading and rapidly growing residential property management business, is seeking an experienced Associate Director to join their senior leadership team.
This role offers an exciting opportunity for a highly motivated property professional to:
- Take operational ownership across a substantial residential portfolio.
- Lead and develop high-performing property management teams.
- Drive operational excellence, client satisfaction, compliance, and business improvement initiatives across diverse developments in London.
Working Pattern
- 1 day per week at the Head Office
- 1 day per week working from home
- 3 days per week visiting developments across London
Key Responsibilities
Operational Leadership
- Lead and oversee day-to-day operational delivery across the residential property portfolio.
- Collaborate with senior stakeholders (finance, compliance, technology, and support functions).
- Develop and implement operational strategies to improve service delivery and customer satisfaction.
- Ensure service levels are met through monitoring response times, resolution times, and customer feedback.
- Support the mobilisation of new developments and management contracts.
Compliance & Risk Management
- Oversee health & safety, compliance, and risk management activities across the portfolio.
- Ensure statutory inspections, PPM (Planned Preventative Maintenance) programmes, and remedial actions are completed on time.
- Monitor compliance performance and drive continuous improvement.
- Maintain robust audit trails and operational records.
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Team Leadership & Development
- Lead, mentor, and develop Property Managers and operational teams.
- Conduct regular performance reviews and one-to-one meetings.
- Identify training and development needs and support career progression.
- Drive accountability to ensure service standards and KPIs are consistently achieved.
Client Relationship Management
- Build and maintain strong relationships with clients, stakeholders, residents, and contractors.
- Act as a senior escalation point for complex operational matters.
- Deliver exceptional customer service and embed a customer-centric culture.
- Attend client meetings and present operational performance reports.
Financial Oversight
- Collaborate with the finance team on budgeting and financial planning.
- Review and monitor service charge budgets and expenditure.
- Support year-end accounting processes and financial reporting.
- Assist with void cost modelling and portfolio forecasting.
- Ensure accurate, timely financial processes and reporting.
Continuous Improvement
- Review and enhance operational processes and procedures.
- Develop and implement Standard Operating Procedures (SOPs).
- Drive innovation, efficiency, and service improvements.
- Contribute to strategic business initiatives and growth plans.
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Key Performance Indicators (KPIs)
Success in this role will be measured by:
- Client satisfaction
- Team development and retention
- Compliance performance
- Outstanding PPMs and remedial actions
- Budget and reporting delivery
- Response and resolution times
- Customer feedback scores
- Operational efficiency and process improvement
About You
To excel in this role, you should have:
Experience & Skills
- Significant experience in residential block management or property management.
- Experience in managing and developing operational teams.
- Strong understanding of health & safety and compliance requirements in residential property management.
- Experience in overseeing service charge budgets and working with finance teams.
- Excellent stakeholder management, client-facing, and relationship-building skills.
- Strong organisational and leadership abilities.
- A proactive, solutions-focused approach.
- Full UK driving licence (desirable).
What’s On Offer
- Hybrid working model
- Senior leadership position with significant influence
- Opportunity to shape operational strategy and business growth
- Professional development and career progression
- Collaborative and supportive working environment
If you’re an experienced senior property management professional seeking the next career step, we’d love to hear from you.
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Skills
Operational Leadership
Team Leadership
Client Relationship Management
Financial Oversight
Compliance Management
Risk Management
Customer Service
Stakeholder Management
Property Management
Health & Safety
Budgeting
Performance Monitoring
Process Improvement
Training Development
Communication
Problem Solving