Greystar
Central Operations & Service Manager
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ABOUT GREYSTAR
Greystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $300 billion of real estate in more than 265 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, managing over one million units/beds globally. Across its platforms, Greystar has nearly $79 billion of assets under management, including over $35 billion of development assets and over $36.5 billion of regulatory assets under management. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.
JOB DESCRIPTION SUMMARY
The Central Operations and Delivery Manager (COSM) is the senior leader of the UKST Central Team, accountable for the operational performance, quality and continuous development of the team across all five core disciplines. The COSM has full line management responsibility for the Central Assistant Manager(s) and CCSA cohort, owns the relationship between the Central Team and site operations, and is the primary driver of the centralisation programme's performance targets — including productivity savings, SLA adherence and service quality. The COM operates as a key member of the UKST operational leadership group, contributing to strategic decisions on team design, function scope and the technology roadmap.
JOB DESCRIPTION
Key Role Responsibilities
Team Leadership & Performance
- Provide day-to-day leadership to the Central Team, setting clear priorities, managing individual and team performance through the Greystar performance framework and holding regular team meetings.
- Line manage the Central Assistant Manager(s), conducting regular 1:1s, annual appraisals and development planning.
- Manage team capacity and resourcing, ensuring the rotating pool model operates effectively across all five disciplines and all live properties.
- Identify and implement training and development opportunities, ensuring team members build expertise across all function areas over time.
- Drive a culture of accountability, high standards and continuous improvement within the team.
Operational Delivery & Quality
- Ensure the team meets agreed SLAs across all five disciplines (sales, debt, finance admin, resident experience, G&A) across the full live portfolio.
- Own and maintain all Central Team SOPs, ensuring documentation is current and understood by the team.
- Conduct regular quality audits of team output — Entrata data, correspondence, referral packs, reports — and implement corrective action where required.
- Act as the final internal escalation point for all Central Team cases below the ROM/OD threshold.
- Manage the onboarding of new properties onto the centralisation model, co-ordinating with site CMs and ROMs on process transition, SOP training and go-live readiness.
Sales & Renewals Oversight
- Oversee leasing and renewals performance across the portfolio, monitoring conversion rates, occupancy risk and pipeline health.
- Work with the ROM and Central Sales function to align the Central Team's leasing activity with portfolio occupancy strategy. Ensure the summer leasing cycle and annual renewals campaign are planned, resourced and executed to target.
Debt & Finance Administration Oversight
- Own arrears performance for the Central Team portfolio — monitoring KPIs, identifying systemic issues and driving resolution.
- Approve payment plan exceptions above the CAM tier, in line with the two-tier approval framework.
- Oversee the ACT referral pipeline, ensuring accuracy, completeness and appropriate escalation to the ROM.
- Ensure ledger accuracy and reporting integrity across all live properties in Entrata.
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Resident Experience & G&A Oversight
- Ensure welfare referral pathways are operating correctly, with clear escalation routes to site teams, ROMs and external agencies.
- Monitor resident satisfaction performance (NPS, review platforms) at portfolio level and work with ROMs and site teams to address systemic issues.
- Oversee G&A compliance workflows (council tax, HMO licences), ensuring deadlines are met and risks are escalated promptly.
Stakeholder Management & Reporting
- Maintain strong working relationships with site Community Managers and Assistant Managers, acting as a trusted operational partner rather than an oversight function.
- Provide regular performance reporting to the ROM/OD on team KPIs, SLA performance, arrears, leasing and team health.
- Contribute to the UKST leadership group on centralisation programme development, scope evolution and the technology roadmap.
Knowledge & Qualifications:
- Degree-level education or equivalent professional experience — desirable.
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint); confident with data, analytics and reporting.
- Strong proficiency in Entrata or equivalent property management system. Training will be provided.
- Detailed knowledge of UK landlord/tenant legislation, residential lettings and debt recovery processes — required.
- Working knowledge of UK HMO licensing, council tax exemption frameworks and the PBSA regulatory environment — desirable.
- Understanding of IOSH/NEBOSH or equivalent Health & Safety obligations in a residential setting — desirable.
Experience & Skills:
Essential:
- Significant experience in operations leadership within PBSA, residential lettings, hospitality or a related multi-site service environment.
- Demonstrated success in leading, developing and performance-managing a multi-disciplinary team.
- Strong commercial awareness with experience managing to budget, occupancy and revenue performance targets.
- Proven ability to design, document and embed operational processes and SOPs across a team.
- Excellent written and verbal communication skills; able to engage confidently with stakeholders from site teams to senior leadership.
- High level of organisational capability — able to manage multiple workstreams, deadlines and competing priorities.
- Change management capability: able to lead through ambiguity and bring teams with them during process transition.
- Represent the Central Team in cross-functional forums (Finance, People, Systems, Compliance) as required.
- Lead the phased expansion of Central Team function scope, targeting full coverage of all programme disciplines by September 2026.
Organisational
- Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organisational standards, and operational processes related to area(s) of responsibility and reporting violations or infractions to appropriate individual(s).
- Demonstrates appropriate safe behaviours in accordance with Company, property, and departmental policies, procedures, and standards by immediately reporting any mechanical or electrical equipment malfunctions, employee/visitor/resident injuries or accidents, or other safety issues to appropriate individual(s).
- Identifies areas for improvement, offers suggestions to improve efficiency and productivity, and implements ideas that achieve operational excellence.
- Keeps abreast of current changes in technology, processes, and standards within the industry and area(s) of responsibility by attending internal and external training classes, research and/or subscribing to the internet or other professional publications or utilising other appropriate method(s) to obtain business and professional information and applies knowledge and practices to area(s) of responsibility.
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Role Scope
Senior central leadership role with portfolio-wide accountability across all live Canvas and Chapter PBSA properties in the UKST programme. The COM is the day-to-day leader of the Central Team and holds full line management responsibility for all central team members.
Direct Reports:
- Central Assistant Manager(s)
- Central Customer Service Advisor(s)
Portfolio Reach:
- Canvas and Chapter properties
Key Relationships:
- Regional Operations Manager / Operations Director (direct line manager)
- Central Assistant Manager(s) and CCSA cohort (direct reports)
- Site Community Managers (primary operational counterparts)
- Senior Finance Manager Shared Services AR (arrears strategy, FMO governance)
- QX Global (outsourced finance relationship)
- ACT external debt agency
- Entrata/Systems team (product feedback, configuration, reporting)
- People team (performance management, resourcing, L&D)
- Legal/Osborne Clarke (regulatory compliance as required)
Important Notice
Greystar will never request your banking details or other sensitive personal information during the interview process. Greystar does not conduct any interviews via text or messaging, and all communication will come from official Greystar email addresses (@greystar.com). If you receive suspicious requests, please report them immediately to AskHR@greystar.com.
Our continued success depends on our people. If you are looking for a career that values dedication, collaboration, and integrity, we are looking for you! Greystar is a vertically integrated real estate company offering expertise in property management, investment management, and development & construction globally. Today, we are the largest rental housing operator and developer in the US and one of the largest global investment management companies delivering industry-leading services to investors, clients, and residents. Please explore the current open positions, apply to a role(s) that you feel will suit you and your skillset. You can keep track of your applications and the process here in your Candidate Home. Thank you for your interest in working at Greystar!!
As a Greystar team member, you will hear a lot about our Core Values. They are the values we live and work by, reflecting who we are and the quality of our relationships.
Integrity
We stay true to the highest ethical standards and principles, and are honest, trustworthy, humble, and respectful in all of our words and actions.
Equality
We celebrate individual differences, encourage diversity of thought, provide equality of opportunity, and cultivate an environment where all individuals are seen, treated, and valued equally.
Professionalism
We proudly present a positive, dignified, and businesslike image at all times through our appearances, behavior, and interactions with others.
Accountability
We take responsibility and accept ownership for our words, actions, tasks, and results, and respectfully hold others to the same standard.
Service
We make service
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