Block Management Operations Executive in Harrow

Wilson Hawkins is looking for a sharp, technically-minded Operations Executive to sit at the heart of our block management team and make it run faster, smarter, and better. This is not a traditional property role. You won’t be managing blocks. You’ll be making the people who do manage blocks significantly more effective by eliminating repetitive manual work, building systems that surface the right information at the right time, and identifying where the team’s time and energy is being wasted.

If you’ve ever looked at a broken process and immediately started thinking about how to automate it, you’ll feel at home here. This role sits at the intersection of property operations and technology, and it’s genuinely one of the most impactful hires we’re making this year.

You will own the operational backbone of the block management team. That means understanding every recurring task our property managers carry out: inspections, compliance logging, service charge preparation, contractor coordination, Section 20 notices and systematically identifying what can be automated, streamlined, or handed off to a tool.

You will also be the team’s performance analyst. You’ll track key metrics across the portfolio, identify where things are slipping, and propose and implement concrete fixes. Whether that’s a new workflow, a new integration, or a change to how the team uses our property management software. You’ll work directly with senior management and report your findings clearly and regularly.

• Manual, repetitive tasks have been identified, documented, and progressively automated freeing property managers to focus on client relationships and complex issues.
• There is a clear, regularly updated view of team performance metrics: response times, compliance completion rates, maintenance resolution speed, and client satisfaction signals.
• Workflows are documented and standardised so that onboarding new team members is faster and knowledge doesn’t live exclusively in people’s heads.
• Integrations between our property management software, communication tools, and third-party platforms are clean, reliable, and actively maintained.
• When the team has a problem, they come to you and you fix it.

Most weeks, you will be:

• Mapping and auditing existing block management workflows to identify inefficiencies, bottlenecks, and automation opportunities.
• Building and maintaining automations using tools such as Zapier, n8n, Make (formerly Integromat), or custom scripts connecting our property management platform, CRM, communication tools, and compliance trackers.
• Designing and maintaining operational dashboards that give the block management team and senior leadership a real-time view of portfolio performance.
• Analysing team activity data to identify trends, surface risks, and highlight where process improvements would have the greatest impact.
• Collaborating with property managers to gather requirements, test new workflows, and iterate on solutions based on real-world feedback.
• Owning integrations with tools the team relies on daily including our internal Lofti platform, WhatsApp Business, and third-party compliance and contractor tools.
• Producing clear documentation and SOPs so that every process is repeatable, auditable, and scalable.
• Supporting the Head of Block Management and senior leadership with ad hoc analysis, reporting, and operational projects.

This role is ideal for someone who:

• Has 2–4 years of experience in an operations, business systems, or technical project role ideally within property, PropTech, or a similarly process-heavy industry.
• Thinks in systems: you naturally break problems down into steps and look for the intervention that has the widest impact.
• Has hands-on experience with automation platforms such as Zapier, n8n, Make, or similar.
• Is data-literate: you can build a meaningful dashboard, write a SQL query, or extract a useful insight from a messy spreadsheet.
• Communicates clearly with non-technical colleagues: you know how to explain what you’ve built and why it matters.
• Is self-directed and ownership-minded: you don’t wait to be told what to fix.

• Exposure to property management workflows, leasehold processes, or compliance-heavy environments.
• Experience with property management software (e.g. Qube, Yardi, Fixflo, or similar).
• Familiarity with CRM platforms and the ability to maintain data quality and pipeline hygiene.
• Experience building or maintaining reporting infrastructure (Google Looker Studio, Power BI, BigQuery, or similar).
• Prior involvement in a start-up, scale-up, or boutique agency where wearing multiple hats was the norm.
• Understanding of how block management teams operate: Section 20 processes, service charge cycles, compliance obligations, and contractor management.

• Competitive salary, closely aligned to your experience and credentials.
• Performance-related bonus structures linked to personal portfolio retention and efficiency.
• Funded support for continuous professional development, including TPI qualifications.
• A clear, genuine path to Senior Property Manager and executive block management roles.
• A modern boutique environment where your hard work is seen, recognised, and directly rewarded.
• A collaborative, tech-forward, and supportive team culture that takes building preservation seriously without taking itself too seriously.