Operations Manager

Housdenrecruitment; City of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A property management firm is seeking an Operations Manager in London to oversee residential rental properties. The ideal candidate will have at least 2 years of experience in operational leadership and strong financial management skills. Responsibilities include driving service excellence, supporting onsite teams, and ensuring health and safety compliance. This role offers an exciting opportunity to influence service delivery and resident satisfaction.

Qualifications

• Minimum 2 years’ experience as a General Manager in residential or similar environments.
• Experience training, coaching, and supporting onsite teams.
• Strong financial and budget management experience.
• Good understanding of health & safety and compliance in the residential sector.

Responsibilities

• Drive operational excellence across a multi-site residential portfolio.
• Support and guide Property and General Managers.
• Conduct regular site visits and audits.
• Act as an escalation point for complex queries.
• Support recruitment and development of Property Managers.

Skills

Leadership

Customer experience focus

Operational excellence

Financial management

Coaching and training

Job description

An opportunity has arisen for an experienced Operations Manager to support our client's growing portfolio of residential rental properties. This role is ideal for a confident leader with strong operational expertise, a passion for customer experience, and the ability to coach and influence onsite teams.

About the Role

As Operations Manager, you will play a pivotal role in driving operational excellence across a multi-site residential portfolio. Working closely with senior leadership, you will support and guide Property and General Managers to deliver first-class customer service, meet key performance targets, and maintain rigorous health and safety standards.

You will take the lead in ensuring policies, procedures, and operational processes are consistently implemented, while proactively identifying risks, resolving issues, and enhancing service delivery. Your input will directly contribute to exceptional resident experiences, effective property management, and strong client relationships.

Key Responsibilities

Operational Leadership & Performance

• Support the oversight and performance management of General Managers across the portfolio.

• Promote accountability, high standards, and continuous improvement to drive KPI achievement.

• Conduct regular site visits, audits, and coaching sessions to maintain operational consistency.

• Analyse performance data, identify risks and opportunities, and recommend clear actions.

• Support the mobilisation of new properties and ensure smooth operational integration.

• Provide interim leadership at sites when required.

Customer Experience

• Act as an escalation point for complex queries and complaints, ensuring timely resolution.

• Uphold excellent service delivery throughout the entire resident journey.

• Support occupancy and revenue through viewings and property promotion when required.

• Build strong relationships with residents to enhance satisfaction and engagement.

People Development

• Support recruitment, onboarding, and development of Property and General Managers.

• Provide coaching and operational guidance to onsite teams.

• Identify training needs and support capability building across the portfolio.

• Foster open communication and collaboration across operational teams.

Marketing, Community & Client Engagement

• Support community initiatives, competitor analysis, and resident engagement activities.

• Assist with resident events, communications, and digital engagement.

• Strengthen client relationships through responsive, high-quality service.

Property Management & Efficiency

• Maintain strong knowledge of building systems, services, and resident needs.

• Coordinate with contractors to ensure quality service delivery.

• Support key processes including rent collection, debt management, inspections, and financial controls.

Finance, Compliance & Health & Safety

• Contribute to monthly financial reviews and the annual budgeting process.

• Support income targets and arrears management.

• Ensure compliance with health, safety, and statutory requirements.

• Support audits, risk assessments, incident management, and ESG initiatives.

• Liaise with regulatory authorities when required.

Additional

• Travel to UK sites as needed.

• Undertake additional tasks to support operational efficiency and team inclusivity.

Person Specification

Essential:

• Minimum 2 years’ experience as a General Manager within residential or similar operational environments

• Experience training, coaching, and supporting onsite teams

• Strong financial and budget management experience

• Good working knowledge of health & safety and compliance within the residential sector

Desirable:

• Experience overseeing multi-site operations

• Knowledge of ESG initiatives or community engagement activities