Dove & Hawk Regional Operations Manager

3 weeks ago

Portsmouth, Portsmouth, United Kingdom Dove & Hawk Full time
Residential Block Management Executive

We are seeking a highly skilled and experienced Regional Property Manager to join our team at Dove & Hawk. As a Regional Property Manager, you will be responsible for overseeing a team of 5 Block Managers, ensuring the efficient and effective management of residential blocks within the assigned area.

The ideal candidate will have a strong background in property management, with previous experience in leading and managing teams within a property management setting. Strong experience in handling conflict management, presenting, and public speaking at both client and internal levels is also essential.

About the Role:

This is an excellent opportunity for a motivated and ambitious individual to take on a challenging role and make a real impact within our organisation. The Regional Property Manager will play a key role in shaping the future direction of our property management function and will have the opportunity to contribute to the strategic development and growth of the business.

Key Responsibilities:
  1. Team Leadership & Development:
    1. Oversee a team of 5 Block Managers, providing guidance, mentorship, and professional development to ensure high performance and effective team dynamics.
    2. Conduct regular one-on-one meetings and performance reviews with Block Managers, ensuring continuous improvement and development.
    3. Foster a collaborative and results-driven team culture, promoting best practices, knowledge sharing, and adherence to Health & Safety standards.
    4. Address any performance or team-related issues, using conflict management skills to maintain a harmonious and productive work environment.
  2. Client Relationship Management:
    1. Act as the main point of contact for key clients, managing client expectations and ensuring the highest level of satisfaction with property management services.
    2. Regularly review service delivery with clients, including property owners, residents, and landlords, and address any concerns in a professional and timely manner.
    3. Develop and maintain strong relationships with key stakeholders, such as residents' associations, service contractors, and local authorities.
  3. Operational Oversight:
    1. Ensure Block Managers are effectively managing day-to-day operations, including property inspections, maintenance, and emergency response.
    2. Oversee the preparation and management of service charge budgets, ensuring accuracy and compliance with agreed budgets.
    3. Monitor property performance, including financial health, maintenance schedules, and tenant satisfaction, and take corrective action where necessary.
  4. Compliance & Risk Management:
    1. Health & Safety Compliance: Ensure that all residential blocks under management comply with all relevant Health & Safety regulations, building codes, and fire safety requirements. Regularly audit sites to ensure compliance with current legislation and best practice.
    2. Conduct regular risk assessments and property inspections, identifying hazards and ensuring that safety protocols are in place.
    3. Ensure that all necessary safety documentation, such as fire risk assessments and maintenance records, are up to date and accessible.
    4. Stay updated with industry trends, changes in Health & Safety regulations, and best practices to ensure continuous compliance.
    5. Respond promptly and appropriately to any incidents or accidents, ensuring proper reporting and follow-up in line with legal obligations.
  5. Presenting & Public Speaking:
    1. Represent the company at client meetings, residents' forums, and industry events, delivering presentations on property management topics and updates.
    2. Lead meetings with clients, contractors, and residents' associations, ensuring clear communication and effective presentation of ideas and solutions.
    3. Organise and present at internal and external events, ensuring the firm's expertise is effectively communicated to various stakeholders.
  6. Conflict Management & Resolution:
    1. Act as the key escalation point for managing disputes or complaints from residents, contractors, or clients, using advanced conflict management techniques to resolve issues.
    2. Develop and implement strategies for proactively managing tenant and resident relations to minimise disputes.
    3. Ensure that all legal and contractual obligations are upheld in conflict situations, and manage the resolution process efficiently.
  7. Strategic Planning & Growth:
    1. Contribute to the strategic development and growth of the property management function, identifying opportunities for expansion or service improvements.
    2. Support business development activities, including attending client pitches and assisting in tender submissions.
    3. Continuously review internal processes to drive operational efficiencies and improve service delivery.
  8. Reporting & Performance Monitoring:
    1. Review and analyse property performance, financial data, and client feedback, preparing comprehensive reports for senior management.
    2. Monitor and evaluate Block Managers' adherence to KPIs and SLAs, identifying areas for improvement.
    3. Ensure timely and accurate reporting of all key operational metrics to senior management.
    Requirements:
    1. A proven track record in managing a team of Block Managers.
    2. Previous experience in leading and managing teams within a property management setting.
    3. Strong experience in handling conflict management, presenting, and public speaking at both client and internal levels.
    Qualifications:
    1. MIRPM (Member of the Institute of Residential Property Management) or working towards it.
    2. AssocRICS (Associate Member of the Royal Institution of Chartered Surveyors) or equivalent qualification.
    3. A valid driving licence and access to a vehicle, as travel between sites is required.
    Skills:
    1. Proven leadership and management skills with the ability to motivate and guide a team of professionals.
    2. Strong conflict resolution and negotiation skills, with the ability to manage difficult situations diplomatically.
    3. Excellent communication and public speaking skills, with experience in delivering presentations to a range of stakeholders.
    4. In-depth knowledge of residential property management regulations, including service charge budgeting, health & safety, and tenant relations.
    5. Proficient in property management software and MS Office Suite.
    6. Ability to manage time effectively, prioritising tasks and meeting deadlines.
    Personal Attributes:
    1. Strong interpersonal skills with the ability to build relationships with both internal and external stakeholders.
    2. Highly organised and detail-oriented, with the ability to manage multiple priorities simultaneously.
    3. Ability to remain calm under pressure and maintain a positive outlook in challenging situations.
    4. Adaptable and proactive, with a forward-thinking approach to problem-solving and service improvement.
    5. Strong commercial awareness with a focus on delivering results and maintaining high levels of client satisfaction.
    Location:

Hybrid Role with 2 days in office near Portsmouth and 3 days at home or travel across the region to meet with Block Managers, clients, and contractors.

Hours:

Full-time, Monday to Friday, 8am-4pm (2 days in office)

Salary:

£58,000pa, plus benefits package (including car allowance, pension, and bonus).

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