Role Overview
The Head of Operations is responsible for the strategic and operational leadership of all completed developments, ensuring exceptional resident experience, operational excellence, community engagement, asset preservation, service delivery, and commercial performance across the portfolio. The role oversees the entire post-handover resident ecosystem, including property operations, facilities management, customer experience, vendor management, community development, hospitality services, health and safety compliance, and operational teams.
Key Responsibilities
Portfolio Operations Leadership
- Provide strategic leadership for all completed developments.
- Develop and implement operational policies, systems, procedures, and service standards.
- Ensure consistency in operational excellence across all properties.
- Establish operational governance frameworks and performance controls.
- Lead operational readiness for newly completed developments.
Resident Experience & Lifestyle Management
- Own the resident experience framework.
- Design and continuously improve the resident journey.
- Establish service standards and customer experience benchmarks.
- Monitor resident satisfaction and engagement metrics.
- Lead complaint resolution and service recovery initiatives.
- Drive resident retention through enhanced lifestyle offerings and experiences.
Community Building & Resident Engagement
- Create vibrant, safe, and engaging residential communities.
- Develop resident engagement calendars and community programs.
- Promote social interaction and community participation.
- Support formation and management of resident committees where applicable.
- Build initiatives that strengthen resident loyalty and belonging.
Property & Facilities Management
- Ensure proper maintenance and management of all common areas and facilities.
- Oversee preventive and corrective maintenance programs.
- Ensure optimal functionality of utilities, amenities, security systems, and shared infrastructure.
- Monitor property standards and asset condition.
- Drive long-term asset preservation strategies.
Vendor & Service Partner Management
- Lead procurement and management of operational service providers.
- Manage security, cleaning, landscaping, waste management, internet, pest control, maintenance, and other vendors.
- Establish and enforce service level agreements.
- Conduct vendor performance reviews.
- Ensure delivery of quality services while maintaining cost efficiency.
Revenue & Commercial Performance
- Drive profitability and operational efficiency across the portfolio.
- Develop and manage operational budgets.
- Monitor property operational costs and service charge expenditure.
- Identify revenue-enhancement opportunities within lifestyle operations.
- Support occupancy and retention initiatives.
Health, Safety, Security & Compliance
- Establish portfolio-wide health and safety standards.
- Ensure compliance with statutory and regulatory requirements.
- Oversee security management frameworks.
- Ensure emergency response preparedness and business continuity plans are in place.
- Lead risk identification and mitigation initiatives.
Team Leadership & Culture
- Build and lead high-performing operations teams.
- Develop capability frameworks and training programs.
- Ensure service excellence culture across all sites.
- Drive accountability, engagement, and performance management.
- Create succession plans for key operational positions.
Stakeholder Management
- Develop strong relationships with residents, homeowners, investors, vendors, regulators, and internal stakeholders.
- Act as the primary escalation point for critical operational matters.
- Prepare operational reports and portfolio updates for executive leadership.
- Represent the Lifestyle function in strategic business discussions.
Requirements
- Educational Qualification: BA/BSc/HND in a relevant field.
- Minimum 10 years' experience in property operations, hospitality, facilities management, customer experience, residential community management, or related sectors.
- At least 5 years in a senior leadership role overseeing multi-site operations.
- Experience managing large residential communities, hospitality operations, mixed-use developments, or lifestyle-focused real estate portfolios.
- Demonstrated success in customer experience, vendor management, operations excellence, and team leadership.
