UK BTR Operations Director, Property & Asset Management

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The BTR (Build-to-Rent) Operations Director is responsible for overseeing the day-to-day operations of build-to-rent residential portfolios, ensuring exceptional resident experience, operational efficiency, and financial performance across multiple properties. This role has direct line management responsibility for Operational Asset Managers who oversee designated assets.

What your day to day will look like:

• Strategic Leadership and Portfolio Oversight: Provide strategic direction for the operational performance of the residential portfolio in the UK. Set operational standards, performance targets, and strategic priorities that cascade through the Operational Asset Manager team to individual properties. Develop and implement portfolio-wide operational strategies that align with JLL's residential business objectives and enhance overall asset performance. Partner with the Head of Residential UK to deliver the strategic vision for residential operations.
• Management of Operational Asset Managers: Lead, develop, and performance-manage a team of Operational Asset Managers responsible for designated assets. Establish clear accountability frameworks and KPIs for the Operational Asset Manager team. Conduct regular performance reviews, provide mentorship, and identify development opportunities. Ensure consistent application of operational standards across all Operational Asset Managers and their respective properties.
• Lead Weekly Asset Management Team Meetings: Chair and facilitate weekly operational meetings with the Asset Manager team to review portfolio performance, discuss strategic priorities, and coordinate cross-functional activities. Set meeting agendas that drive accountability, decision-making, and progress on key initiatives. Ensure effective communication flow between operational teams and senior leadership. Track action items, resolve escalated issues, and maintain momentum on portfolio-wide projects. Create a collaborative forum for sharing best practices, addressing challenges, and aligning operational approaches across the team.
• Financial Performance and Commercial Management: Consolidate and oversee budgeting, forecasting, and financial reporting across the UK portfolio through the Operational Asset Manager structure. Monitor aggregate and property-level performance metrics including occupancy rates, net operating income, expenditure, and resident retention. Drive revenue optimisation and cost management initiatives across the portfolio while maintaining service quality. Work with Head of Residential and Finance teams on monthly business financial performance reports and update to senior leadership.
• Operational Excellence and Standardisation: Develop and maintain operational policies, procedures, and best practices that Operational Asset Managers implement across their portfolios. Establish service delivery standards and quality benchmarks for property management, maintenance, and resident services. Create frameworks for consistent operational reporting and performance monitoring across all properties. Drive operational efficiency through process improvement and technology adoption. Ensure alignment with JLL's quality standards and client service expectations.
• Resident Experience Strategy: Define the resident experience vision and standards for the portfolio in line with JLL's service excellence commitments. Work with Operational Asset Managers to ensure consistent delivery of exceptional resident services across all properties. Monitor resident feedback mechanisms and ensure responsive action to resident concerns. Position JLL as a leader in BTR resident experience.
• Compliance, Risk & Governance: Ensure all operations comply with UK legislation and relevant regulatory standards across the portfolio. Implement risk management frameworks and escalation protocols through the Operational Asset Manager layer. Maintain governance structures for operational decision-making and issue resolution. Oversee insurance compliance, claims management, and incident reporting processes. Keep abreast of regulatory changes affecting the residential sector.
• Stakeholder & Client Management: Support Head of Residential UK and Asset Managers with clients, investors, and key stakeholders across the UK portfolio. Present portfolio performance updates and strategic recommendations to Head of Residential UK and other Senior Leadership.
• Technology & Systems Implementation: Champion the adoption of property management systems, resident platforms, and operational technology across the portfolio including Yardi. Leverage data analytics to drive insights and inform strategic operational decisions. Work with JLL's technology and innovation teams to implement PropTech solutions. Stay current with BTR industry trends and emerging best practices across UK markets.
• Team Leadership & Development: Foster a high-performance culture within the operational team. Identify talent development opportunities and succession planning for the Asset Manager team. Promote collaboration, knowledge-sharing, and continuous improvement across the organisation. Ensure the team is equipped with the skills, tools, and resources needed to excel. Champion JLL's values and inclusive workplace culture.

Key Requirements: A minimum of 5 years’ experience in the Build-to-Rent sector in a leadership role is required. MARLA (Member of the Association of Residential Letting Agents) or TPI (The Property Institute) qualification is preferred. This senior leadership role requires an experienced operator who can balance strategic portfolio oversight with effective management of a professional team, while maintaining strong alignment with the broader Property Management UK strategy. The ability to lead regular team meetings that drive accountability and performance is a critical success factor for this position.