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Area Operations Manager
2 months ago
Regional Operations Leader - North
iQ is among the leading providers of student housing in the UK, dedicated to ensuring 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 remarkable student environment every day.
The iQ Support functions encompass various areas, including Real Estate, Legal, Marketing, Human Resources, and Finance. What unites us is our unwavering commitment to integrity and excellence, even in the absence of oversight.
Our team members, known as iQers, are a unique group of independent thinkers and problem solvers. They join us to explore possibilities and build rewarding careers within a diverse, enjoyable, and supportive environment. If you possess strong interpersonal skills, a vibrant personality, and potential, you are already a great fit for our team.
We are thrilled to announce an opening for a Regional Operations Leader to oversee our Northern region. Reporting directly to the Head of Site Operations, you will provide strategic leadership across the area, inspiring your team to maintain a safe, clean, and inviting atmosphere.
Key Responsibilities:
- Oversee the recruitment, onboarding, training, and retention of your teams within the region.
- Serve as the primary communication hub for all regional functions, ensuring clarity in roles and responsibilities.
- Conduct regular site visits with teams and managers to monitor performance against established metrics.
- Manage team performance, prioritizing recognition for high achievers while addressing underperformance promptly.
- Ensure compliance with mandatory and role-specific training across the region.
- Utilize the talent matrix and succession planning to foster high performance within the team.
- Promote a culture of compliance and high standards in collaboration with Health and Safety and Estates teams.
- Facilitate bi-weekly meetings with key stakeholders to share best practices and ensure compliance.
- Achieve exceptional compliance through audits, surpassing established benchmarks.
- Ensure all sites are adequately staffed with trained personnel at all times.
- Respond to and manage incidents within the region effectively.
- Conduct audits to verify adherence to brand standards and operational compliance.
- Engage with regional teams to ensure properties meet brand expectations and customer needs.
- Collaborate with asset teams to develop plans that align with evolving customer requirements.
- Ensure site teams uphold operational standards consistently.
- Lead initiatives to achieve outstanding customer satisfaction scores.
- Ensure timely responses to inquiries and issues across all sites.
- Implement initiatives from central functions across all locations.
- Maintain high ratings across review platforms.
- Conduct weekly performance review meetings within the region.
- Build and maintain strong relationships with university partners.
Required Experience and Skills:
- Demonstrated success in managing large, diverse teams.
- Experience in financial oversight and budget management.
- Exceptional customer service skills with a focus on enhancing the customer experience.
- Strong project management capabilities with a track record of leading change initiatives.
- Excellent communication skills.
- Proven leadership skills to recruit, guide, and manage team members towards high performance.
We operate under a hybrid working model with a combination of office and remote work.
Discover what it means to be part of the iQ team.
