Regional Operations Leader

3 weeks ago

London, Greater London, United Kingdom iQ Student Accommodation Full time

Regional Operations Leader - North

iQ is a leading provider of student accommodation in the UK, dedicated to ensuring that our 30,000 students across 81 locations in 29 cities have an exceptional experience. Our support teams, based in London and Manchester, play a crucial role in enabling our site teams (approximately 600 employees) to create a positive and engaging environment for students every day.

The iQ Support functions encompass various areas, including Real Estate, Legal, Marketing, Human Resources, and Finance. Our shared commitment is to uphold the highest standards of integrity and excellence in all our endeavors.

Our team members, known as iQers, are a unique group of independent thinkers and problem solvers. We invite individuals with strong interpersonal skills, a vibrant personality, and the potential to grow to join our diverse and supportive team. If you are ready to embark on a fulfilling career, we want to hear from you.

We are currently seeking a Regional Operations Leader to oversee our North region. Reporting to the Head of Site Operations, you will be responsible for providing guidance and motivation to your team, ensuring a safe, clean, and inviting atmosphere.

Key Responsibilities:

  • Oversee the recruitment, onboarding, training, and retention of team members within your region.
  • Serve as the central point of communication for all regional functions, ensuring clarity in roles and responsibilities.
  • Conduct regular site visits to monitor performance against established metrics.
  • Manage team performance, prioritizing recognition and addressing underperformance promptly.
  • Ensure compliance with mandatory and role-specific training across the region.
  • Evaluate talent and succession planning to maintain high performance within the team.
  • Foster a culture of compliance and high standards in collaboration with HAST & Estates.
  • Facilitate bi-weekly meetings with key stakeholders to promote best practices and compliance.
  • Achieve superior compliance through the HAST audit process, surpassing benchmarks.
  • Ensure that site teams are fully staffed with trained personnel at all times.
  • Address incidents within the region promptly and effectively.
  • Conduct audits to ensure adherence to brand standards and operational compliance.
  • Collaborate with regional HAST, Estates, and Asset teams to maintain brand integrity and customer satisfaction.
  • Develop asset management plans to adapt to evolving customer needs.
  • Ensure site teams meet operational standards and deliver exceptional service.
  • Lead initiatives to achieve a high Net Promoter Score (NPS) and enhance the move-in and move-out experience.
  • Ensure timely responses to all site-related issues and escalations.
  • Implement initiatives from central functions across all sites.
  • Maintain a 4-star rating or higher on review platforms.
  • Conduct weekly trade review meetings within the region.
  • Engage with university partners to foster long-term relationships.

Experience and Skills:

  • Demonstrated experience in managing large, diverse teams.
  • Proficient in financial management and budget oversight.
  • Exceptional customer service skills with a focus on enhancing the overall experience.
  • Strong project management abilities with a track record of leading change initiatives.
  • Excellent communication and interpersonal skills.
  • Proven leadership capabilities to recruit, guide, and evaluate team members for optimal performance.

We embrace a hybrid working model, requiring three days in our Manchester office.

Discover the rewarding experience of working at iQ.

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