Operations Manager

ABOUT GREYSTAR

Greystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $350 billion of real estate in more than 260 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, managing over one million units/beds globally. Across its platforms, Greystar has nearly $79 billion of assets under management, including over $34 billion of development assets and over $36.5 billion of regulatory assets under management. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.

JOB DESCRIPTION SUMMARY

The Operations Manager supports, develops and executes the Company’s strategies related to property management operations by directing their team members on the assigned portfolio of properties, and by implementing and continually improving the policies, procedures, and practices that enable each property to meet and exceed budgeted financial goals and achieve operational performance and people objectives.

You will act as the primary operational point of accountability between site teams and Regional Operations Managers, working closely with Asset Management, Finance, HR, Marketing and central support functions.

JOB DESCRIPTION

Key Role Responsibilities

• Develops, establishes and executes the Company’s strategies and practices related to multi-family property management operations providing the platform to enable assets to meet and exceed budgeted financial goals and achieve operational performance and people objectives. 
• Develops and monitors budgeting and reforecasting processes for the property, and oversees attainment of budgeted goals by analysing and evaluating financial statements and working with others to address and resolve gaps in the financial performance of the property.
• Develops strong relationships with key internal and external stakeholders and teams to foster efficient and productive cross-functional collaboration to achieve agreed project deliverables.
• Ensures that the property meets the established operational, financial, and business performance goals by inspecting the property, reviewing financial, market, and operational reports, and developing and implementing appropriate action plans to achieve results.
• Reviews, analyses, and interprets competitor data that may impact the performance of the property, and works with central teams to develop and implement sales and marketing plans that drive occupancy and revenue.
• Defines and establishes procurement requirements and relationships for operating supplies, equipment and essential services.
• Provides supportive and inspiring leadership by interviewing, hiring, and training team members, and by managing performance in accordance with Company policies, values, and business practices.
• Creates positive memorable experiences by exceeding customer expectations. Proactive in striving for continuous improvement through feedback.
• Ensures that the appearance and physical aspects of the property meets the Company’s established standards through routine quality and safety inspections, and communicates concerns and requests for capital as needed to maintain the asset performance.
• Manages service charge expenditure and recoveries accurately, and reconciles monthly actuals against approved budget, reporting variances to the Regional Operations Manager.
• Tracks lease-up pace and absorption against target, and monitors occupancy, notice pipeline, renewal rates and trade-out performance, taking timely corrective action where results fall short.
• Reviews and acts on resident satisfaction data (e.g. NPS, Homeviews, Google Reviews) to identify systemic issues and drive continuous service improvement.
• Ensures move-in, tenancy management and move-out processes are executed consistently and compliantly, delivering a positive resident experience from leasing through to end of tenancy.
• Supports the Regional Operations Manager in day-to-day client contact, providing accurate, well-evidenced operational updates on the assigned property as required.

Role Scope

• Based in London with frequent requirement to travel onsite.
• Portfolio: typically 4-6 properties / 1,500-2,000 residential units at lease-up or stabilisation stage within London.
• Direct Reports: site-based team members on the assigned portfolio (e.g. Leasing/Community Managers, Maintenance Technicians), as applicable.
• The focus of this role is expected to be lease up and stabilisation of designated properties; including working with third party agents and central support teams, setting up processes and procedures, snagging and defects, creating a resident experience from leasing and move in to end of tenancy. 

Knowledge & Qualifications

• Graduate or equivalent experience.
• Strong proficiency in the use of Microsoft office packages including Word, Excel and Outlook.
• Strong proficiency in using business systems software, preferably in the property or accommodation sector; experience of Entrata, Yardi and/or Vantify is advantageous. Training will however, be provided.
• Ideally a practical understanding of UK legislation relating to tenanted property and buildings management, including the Housing Act 1988, Tenant Fees Act 2019, Building Safety Act 2022 and Renters’ Rights Act, or relevant qualification.
• IOSH Managing Safely or equivalent Health & Safety qualification desirable.

Experience & Skills

Essential:

• Senior level experience in the leadership and management of multi-site operations ideally in a related industry sector, e.g. leisure, retail, hospitality or the property sector where service through teams, revenue and occupancy will all be key profit drivers.
• Experience of bringing a new asset, product or service to operational performance.
• Experience of working in multi-disciplinary team environment.
• Strong commercial awareness and high level of capability and competence with financials.
• Displays resilience when responding to changing schedules, last minute and urgent requests.
• Excellent communication skills and the ability to work with impact and influence.
• A dynamic and confident leader with a customer service ethos.

Desirable:

• A knowledge and understanding of change management with the ability to effectively and implement it when required.
• Experience working in an environment with an international dimension.
• Additional language fluency.

Important Notice: Greystar will never request your banking details or other sensitive personal information during the interview process. Greystar does not conduct any interviews via text or messaging, and all communication will come from official Greystar email addresses (@greystar.com). If you receive suspicious requests, please report them immediately to [email protected].