Ocasa
Senior Regional Operations Manager
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Job title: Senior Regional Operations Manager
Location: Manchester
Contract: Permanent, Full time: Monday – Saturday (at least one Saturday per month)
Direct reports: Resident Services Manager (x3)
Reporting to: Head of Operational Leasing
Role Overview
The Senior Regional Operations Manager leads a team of Resident Services Managers who focus on delivering exceptional in-person customer service to prospective and existing residents. The Senior Regional Operations Manager also supports the Head of Operational Leasing with the effective delivery of mobilisation processes and procedures.
Key Responsibilities
- Effectively lead the on-site Residence Services team, leading by example promoting the highest standards of customer service
- Effectively manage performance across the team, motivating the Resident Services team to meet and excel individual and team KPIs. Identify learning and development opportunities within the team, deliver and organise both in-house and external training
- Effectively manage resident operations across the portfolio, ensuring residents and their homes are maintained to the highest standards, in line with service level agreements and regulatory requirements
- Implement and deliver a schedule of site visits across the portfolio, including daily, monthly and quarterly resident touch points, inspections and assessments, ensure actions are followed through to completion
- Manage the work schedules of your team, ensuring cover is provided across all portfolio regions
- Regularly visit portfolio locations to conduct spot checks, ensuring processes, policies, procedures are adhered to throughout the portfolio
- Ensure all resident services are delivered against set budgets, approve and manage resident services purchasing
- Support the Head of Operational Leasing with the management of asset handovers
- Adhere to mobilisation procedures, carrying out due diligence with sales/handover process
- Support the Head of Operational Leasing with identifying risks within the sales/handover process
- Attend in-person meetings on-site and in the office with relevant colleagues and departments to resolve and manage complex portfolio issues and cases
- Work closely with the Senior Leadership Team, escalating risks and offering solutions to resolve and manage
- Collate and present department reports to senior management e.g. portfolio performance reporting
- Support the Head of Operational Leasing and other members of the Senior Leadership Team with additional tasks and projects
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Please refer to the 'additional information' section at the end of this advert for further details.
Experience and Qualifications
- A minimum of three years’ experience within the property industry
- Strong residential lettings experience, including managerial/supervisory experience of an on-site property management team
- Experience in a sales and customer service team manager role, evidence improving customer service and sales performance
- Strong working knowledge of the property industry, including relevant property management legislation
- Experience in mobilisation of assets processes and procedures
- Strong people management skills, including demonstrable evidence of effective performance management, delegation and independently resolving and managing team challenges
- Exceptional customer service skills, demonstrable evidence being in a customer service lead role within the industry, setting an example of highest standards of customer service to others
- Effective analytical, problem solving and decision making skills
- Commitment to continuous professional development
- Experience collating and presenting reports to senior stakeholders
- An ARLA qualification, or willingness to work towards obtaining one, is desirable
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Company Benefits
- Enhanced Pension
- 25 days annual leave, plus UK bank holidays
- Your birthday off
- Time off to move home
- Life assurance
- Group Income Protection
- Private healthcare or dental via Bupa (taxable benefits)
- Commitment to your learning and development
- Employee wellness resources and events
- Employee Assistance Programme
- Regular team building events
Our Values
We have built a business to be proud of and our values are key to our ongoing growth. All Ocasa colleagues are expected to demonstrate our values in their ways of working.
Considered
We recognise our responsibility to act with a considered approach. It is through careful consideration that we achieve the best outcomes for ourselves and others.
Principled
We believe in doing the right thing, and we hold our principles closely in everything that we do.
Empathetic
Empathy is key to creating a culture that’s open, supportive, and kind. Whether it’s working with colleagues, residents, or external parties, we treat everyone with empathy.
Knowledgeable
We hold ourselves to a high standard, every member of the Ocasa team is an expert at what they do.
Additional Information
This role will be responsible for overseeing our on-site teams in Merseyside, Yorkshire and the North East.
Regular travel across Ocasa locations is required. Travel may require overnight stays.
A valid UK driving licence and access to a vehicle is required for this role.
Please note that this role will require three days’ office attendance (in Manchester) and one day of site-based attendance each week.
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