Operations Manager

Operations Manager - London

Salary: £55,000

Bonus: 10% KPI Bonus

Location: London

Reporting to: Head of Operations

Role Overview

As an Operations Manager, you will play a pivotal role in driving operational excellence across the London portfolio.

Working closely with the Head of Operations, you will support and guide General Managers to achieve KPIs, maintain exceptional health & safety standards and deliver outstanding customer experiences. You will ensure consistent compliance with policies and operational procedures, identify risks, and embed best practice across all sites within your region.

This role is about leadership, performance, consistency and standards - ensuring every property operates efficiently, safely and to the highest level.

Key Responsibilities

• Support the Head of Operations in overseeing the performance of General Managers across the London portfolio
• Drive KPI performance through accountability, structure and continuous improvement
• Conduct regular site visits, audits and operational reviews
• Ensure full compliance with daily operational checks, procedures and H&S standards
• Analyse performance data and identify risks, gaps and improvement opportunities
• Support mobilisation of new properties and acquisitions into the operating model
• Provide hands-on leadership cover during Property Manager / General Manager absence

• Act as an escalation point for complex resident and customer issues
• Ensure a consistently high customer experience across the full resident lifecycle
• Support occupancy and revenue performance when required, including viewings
• Build strong resident and on-site team relationships across your portfolio

• Support recruitment, onboarding and development of Property and General Managers
• Coach and mentor on-site teams to improve performance and operational understanding
• Identify training needs and support capability development
• Encourage open communication and collaborative working across sites

• Support site marketing and competitor analysis activity
• Assist with resident engagement and community initiatives
• Strengthen client relationships alongside the Head of Operations
• Support customer communications and digital engagement where required

• Maintain strong operational oversight across all managed properties
• Support coordination and quality control of contractors
• Ensure consistency across rent collection, arrears, inspections and core processes
• Drive operational efficiency and process alignment across sites

• Support financial performance through monthly reviews and budget input
• Assist in achieving rental income targets and arrears performance
• Ensure compliance with all statutory, health & safety and regulatory requirements
• Support audits, FRAs, incident management and contractor compliance
• Contribute to ESG objectives across the portfolio
• Liaise with relevant authorities in line with central H&S and compliance guidance

Additional Responsibilities

• Travel across UK sites as required
• Support wider operational functions as directed by the Head of Operations
• Contribute to promoting an inclusive and supportive working environment

Person Specification

Essential

• Minimum 2 years' experience as a General Manager
• Experience in coaching, training and supporting on-site teams
• Strong operational and leadership capability
• Sound financial and budget management experience
• Good working knowledge of health & safety and compliance within the residential sector

Desirable

• Experience supporting multi-site portfolios
• Knowledge of PBSA, BTR or residential management environments