Graysons Properties
Regional Operations Manager
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Department: Property Management & Lettings
Reports to: COO / CEO / ACOD
Business Area: PRS & Block Management (Leasehold) Property Shield Solutions
Location: Newcastle upon Tyne / Sunderland
Regional Operations Manager
Role Overview
The Regional Operations Manager is a senior leadership role responsible for the operational performance, compliance, service delivery, and overall management of a regional portfolio of properties. The role provides strategic and operational leadership to a team of Senior Property Managers and Property Managers, ensuring consistent delivery of operational excellence, regulatory compliance, and exceptional resident experience across all locations.
This position combines regional oversight with hands-on leadership, performance management, quality assurance, and continuous improvement. Working closely with the Quality Assurance (QA), Compliance, Maintenance, Lettings, and Finance teams, the Regional Operations Manager ensures company policies, Standard Operating Procedures (SOPs), and statutory obligations are fully embedded within day-to-day operations. The role is instrumental in driving operational efficiency, service consistency, commercial performance, and resident satisfaction across the region.
Key Responsibilities
Regional Operational Leadership & Service Delivery
- Lead and oversee the operational performance of multiple properties within the region, ensuring safe, efficient, and high-quality service delivery.
- Manage, coach, and develop a team of Senior Property Managers and Property Managers to ensure consistent execution of operational standards and company objectives.
- Drive operational excellence through effective planning, resource allocation, and performance management across the regional portfolio.
- Monitor property performance through reporting dashboards, CAFM systems, KPIs, and operational metrics, identifying opportunities for improvement and implementing corrective actions.
- Ensure maintenance requests and operational issues are resolved within agreed service level agreements (SLAs), collaborating closely with contractors and internal departments.
- Conduct regular site visits, inspections, and operational reviews to ensure properties remain compliant, resident-focused, and operationally effective.
- Support business growth and portfolio expansion by ensuring operational readiness and successful mobilisation of new properties.
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Compliance, Quality Assurance & Governance
- Work in partnership with the Quality Assurance and Compliance teams to ensure full adherence to company policies, SOPs, and legal requirements across the region.
- Maintain oversight of all statutory compliance activities, including fire safety, gas safety, electrical testing, legionella management, HMO licensing, and other regulatory requirements.
- Identify compliance risks, operational gaps, and areas of non-conformance, implementing corrective and preventative action plans.
- Lead and support internal audits, compliance reviews, and inspections, ensuring all follow-up actions are completed within required timescales.
- Promote a culture of compliance and accountability by ensuring teams are fully trained and operate in line with company standards and regulatory obligations.
- Contribute to the ongoing review and enhancement of policies, SOPs, and operational frameworks.
Performance Management & Continuous Improvement
- Analyse operational, financial, maintenance, and compliance data to identify trends, risks, and improvement opportunities.
- Produce and present detailed performance reports to senior leadership, highlighting achievements, challenges, risks, and recommended actions.
- Establish and monitor regional KPIs, ensuring teams consistently achieve operational, compliance, occupancy, and resident satisfaction targets.
- Conduct regular performance reviews, coaching sessions, and development plans for Senior Property Managers and Property Managers.
- Drive continuous improvement initiatives that enhance service delivery, operational efficiency, compliance performance, and customer satisfaction.
- Support change management initiatives and implementation of new systems, processes, and technologies across the region.
Resident Experience & Tenancy Management
- Champion a resident-first culture across all properties, ensuring a consistently high standard of customer service and resident engagement.
- Oversee the management of escalated resident complaints and complex tenancy issues, ensuring timely, professional, and effective resolution.
- Ensure compliance with tenancy management processes, including resident onboarding, check-ins, check-outs, deposit management, and tenancy enforcement procedures.
- Monitor resident feedback, satisfaction surveys, and service metrics to identify opportunities for enhancing the resident experience.
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Contractor, Supplier & Facilities Management
- Oversee contractor and supplier performance across cleaning, security, facilities management, and maintenance services throughout the region.
- Work closely with the Maintenance and Contracts Manager to ensure effective delivery of reactive, planned, and preventative maintenance programmes.
- Monitor contractor KPIs, service standards, and compliance requirements, ensuring value for money and service excellence.
- Ensure Planned Preventative Maintenance (PPM) programmes are delivered efficiently with minimal impact on residents and operations.
- Develop and maintain effective supplier relationships to support operational performance and continuous improvement.
Team Leadership & Stakeholder Engagement
- Provide strong leadership, direction, and support to Senior Property Managers and Property Managers across the region.
- Foster a high-performance culture through coaching, mentoring, succession planning, and talent development.
- Act as the primary escalation point for operational, resident, and team-related issues within the region.
- Collaborate closely with Lettings, Finance, Compliance, Maintenance, and QA teams to align operational delivery with wider business objectives.
- Support recruitment, onboarding, and retention initiatives to build high-performing operational teams.
- Champion company values, driving accountability, collaboration, professionalism, and continuous improvement across all regional operations.
- Undertake any other duties reasonably required by the business in line with the seniority and scope of the role.
Key Focus Areas
- Regional operational performance
- Service excellence and resident satisfaction
- Regulatory compliance and risk management
- Team leadership and development
- Continuous improvement and operational efficiency
- Contractor and supplier management
- Stakeholder engagement and collaboration
- Business growth and portfolio scalability
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