At a Glance
- Tasks: Lead operational delivery and enhance service across a diverse residential property portfolio.
- Company: Rapidly growing residential property management business with a collaborative culture.
- Benefits: Competitive salary, hybrid working, and professional development opportunities.
- Other info: Dynamic environment with significant influence on business growth.
- Why this job: Shape operational strategy and drive client satisfaction in a senior leadership role.
- Qualifications: Experience in residential property management and strong leadership skills.
The predicted salary is between 60000 - 80000 £ per year.
Our client, a leading and rapidly growing residential property management business, is seeking an experienced Associate Director to join their senior leadership team. This is an exciting opportunity for a highly motivated property professional to take ownership of operational service delivery across a substantial residential portfolio, whilst leading and developing high-performing property management teams. The successful candidate will play a pivotal role in driving operational excellence, client satisfaction, compliance, and business improvement initiatives across a diverse portfolio of developments throughout London.
London (Hybrid Working)
Competitive salary DOE
Working Pattern:
- 1 day per week working from the Head Office
- 1 day per week working from home
- 3 days per week visiting developments across London
- Monday to Friday, 9:00am – 5:30pm
Key Responsibilities:
- Operational Leadership: Lead and oversee the day-to-day operational delivery across a residential property portfolio. Work closely with senior stakeholders across finance, compliance, technology, and support functions. Develop and implement operational strategies to enhance service delivery and customer satisfaction. Ensure service levels are achieved through effective monitoring of response times, resolution times, and customer feedback. Support the mobilisation of new developments and management contracts.
- Compliance & Risk Management: Oversee all health & safety, compliance, and risk management activities across the portfolio. Ensure statutory inspections, planned preventative maintenance (PPM) programmes, and remedial actions are completed within required timescales. Monitor compliance performance and implement improvements where required. Maintain robust audit trails and operational records.
- Team Leadership & Development: Lead, mentor, and develop Property Managers and wider operational teams. Conduct regular performance reviews and one-to-one meetings. Identify training and development needs and support career progression. Drive accountability and 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 ensure a customer-centric culture is embedded throughout the team. Attend client meetings and present operational performance reports.
- Financial Oversight: Work alongside the finance team to support 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 financial processes and reporting obligations are completed accurately and on time.
- Continuous Improvement: Review and enhance operational processes and procedures. Develop and implement standard operating procedures (SOPs). Drive innovation, efficiency, and service improvements across the business. Contribute to wider strategic business initiatives and growth plans.
Key Performance Indicators: Success in this role will be measured against:
- 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 be successful in this role, you will have:
- Significant experience within residential block management or property management.
- Previous experience managing and developing operational teams.
- Strong understanding of health & safety and compliance requirements within residential property management.
- Experience overseeing service charge budgets and working alongside finance teams.
- Excellent stakeholder management and client-facing skills.
- Strong organisational and leadership abilities.
- A proactive and solutions-focused approach.
- Excellent communication and relationship-building skills.
- A full UK driving licence is desirable.
What’s On Offer:
- Competitive salary depending on experience
- Hybrid working model
- Senior leadership position with significant influence
- Opportunity to shape operational strategy and business growth
- Professional development and career progression opportunities
- Collaborative and supportive working environment
If you’re an experienced senior property management professional looking to take the next step in your career, we’d love to hear from you.
(Associate) Director Quality Management employer: Add Property
Join a leading residential property management firm in London, where you will thrive in a collaborative and supportive environment that values professional development and career progression. With a hybrid working model and a focus on operational excellence, you'll have the opportunity to shape strategies and drive improvements across a diverse portfolio while leading high-performing teams. This role not only offers competitive remuneration but also the chance to make a meaningful impact in a dynamic industry.
