The primary role objective of the Operations Director of Build to Rent is to support the development and execution of the Lendlease Build to Rent strategy in the UK. Lendlease is investing and growing our offering in this sector and will open two assets with 663 units in London in 2020, with future growth planned.
It cannot be underestimated; this is a true senior leadership role and has a large remit of responsibility across all areas of the build to rent sector which will provide you with excellent development opportunities. We are seeking a visionary business leader who can take the developed customer service philosophy and business strategy and operationalise this into a successful offering for residents and prospective residents.
The Operations Director leads and implements the activities that drive the performance of the Company's build to rent portfolio. Working with the Investment and Development teams on existing and prospective portfolios, delivering input to the physical layout and design of our buildings, and building out an operational model that will deliver outstanding service for residents. Collaborating with wider teams and functional leaders across the business to introduce and sustain best practices and process improvements, to the extent that they are not already in place, in order for the Company to achieve its operational and financial goals.
Delivering on the strategic and operational business performance targets of the build to rent sector for the UK;
Building and developing a team of highly trained and engaged professionals with a strong aptitude for customer service who will deliver a best in class service to our residents, community and prospective residents. This will include the recruitment, training, upskilling, cross training and all other day to day people management responsibilities in line with Lendlease's expectations;
Ensure that our communities are managed safely and with sustainability at the forefront of your mind and executing on the asset, community and business strategy for safety and sustainability;
Monitor and evaluate business performance by creating and measuring key metrics, reviewing and analysing operational reports, gathering management, client and team member feedback, and accessing organisational resources, to improve operating performance;
Leads the execution of business operations by developing processes, procedures, tools, documents, communication, implementation plans for new programmes and overseeing compliance with the Company's operating policies and procedures. Where documents already exist, ensure that they meet the standards for the sector, are best in class and reviewed in line with changing legislation;
Responsible for delivering financial targets, exceeding business metrics while ensuring timely and accurate reporting.
Facilitating investor meetings, property tours and presentations to gain new business;
Negotiating contracts, evaluate proposals from vendors and contractors including new products or services.
Leads or participates in the development and implementation of initiatives that improve our processes and enhance financial performance across the Lendlease platform.
Regular travel may be required to successfully undertake the role.
Key Results Areas
Ensures that the offering within Lendlease is best in class. This individual will be required to keep abreast of changes in technology, processes, and standards within the industry and area(s) of responsibility and looking for ways to introduce this into the Lendlease offering.
Develops or follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organisational standards, and operational processes related to area(s) of responsibility and reporting violations or infractions to appropriate individual(s).
Demonstrates appropriate safe working practices in accordance with Company, property, and departmental policies, procedures, and standards by immediately reporting any mechanical or electrical equipment malfunctions, employee/visitor/resident injuries or accidents, or other safety issues to appropriate individual(s).
Audits all properties in the assigned area on a regular basis to ensure that they present the highest quality image possible. An audit includes physically walking the property and observing/inspecting any problem area as well as examining administrative procedures to ensure that all company policies, applicable laws and compliance areas are being followed. During visits, the Operations Director is expected to recognize potential problems before they become serious and take preventive and corrective action.
Develops the property staff by ensuring that only the highest calibre personnel are recruited, selected and hired to represent the company. Provides one-on-one coaching, guidance, and mentoring to property leadership. Ensures that all personnel receive appropriate training. Delegates responsibility and authority as appropriate to facilitate staff development.
Monitors property financial/quantitative performance on an ongoing basis. Addresses performance issues immediately by working with the Community Manager to build a plan for correction.
Resolves elevated customer complaints and employee relations issues in a manner that is in the best interest of the company, customer, and associate.
Reviews, approves, and monitors the completion of all capital projects being performed at properties in the area.
Represents the view(s) of Community Managers and staff in relationships with corporate staff and management to ensure that property-level issues are being heard and properly addressed.
Provides or participates in the development of marketing programs for properties designed to achieve optimum occupancy levels and customer satisfaction.
Intervenes in disputes between property leadership and vendors either by providing advice to property management team or by assuming responsibility for reaching resolution.
Manages the preparation of capital and operating budgets for properties in the area.
Conducts salary reviews for Community Managers in the area; reviews and approves wage and salary actions for all other personnel in the area.
Takes steps to continually advance capabilities through personal development.
Facilitates the implementation of corporate-wide initiatives including, but not limited to: ancillary services and community outreach.
Performs other related duties as assigned to meet the needs of the business.
KNOWLEDGE, SKILLS & EXPERIENCE
Degree qualified in Real Estate or Business Management (preferred)
Demonstrated 10 years' minimum experience in this sector; global experience would be highly advantageous
Practical understanding of UK legislation relating to tenanted property and buildings management or relevant qualification (preferred)
Strong proficiency in the use of Microsoft office packages including Word, Excel and Outlook.
Strong proficiency in using business systems software
Significant experience in a senior operations leadership position within the multi-site property management or similar sector where service through teams, revenue and occupancy will all be key profit drivers; ideally within Europe (global also preferred).
Experience of engaging and collaborating with multiple stakeholders across the business.
Experience in creating and managing budgets in line with the scope of the role.
Demonstrates the application and use of a people, financial, legal and general business
management acumen to develop strategy, organisational design and provide leadership and direction to team members and managers across the organisation.
Excellent management and leadership skills with evidence of success in engaging and
motivating large teams to deliver business objectives.
Excellent written and verbal communication skills - including presentations and face to face communications.
Excellent numerical skills.
Knowledge of build to rent (multifamily) property management and / or a revenue, rate, occupancy business with complex operational expenses and accountability for multi-site Net Operating Income.
Experience in using property management systems and applications.
Experience in identifying opportunities to drive operational excellence through digital/technology solutions.
Can evidence all Lendlease Core Capabilities with emphasis on the key capabilities outlined below
L endlease is committed to being a diverse and inclusive employer of choice by engaging, enabling and empowering our people. All qualified applicants will receive consideration for employment and we are happy to consider flexible working arrangements. Inclusion sets us all up for success and we particularly encourage applications from currently under-represented groups in our industry including those who self-identify as women, black, Asian, minority ethnic, lesbian, gay, bisexual, transgender and/ or disabled.
Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture
embraces people’s diverse perspectives and creates a positive environment where everyone
belongs. We’re determined to build a better, more connected world for everyone.