Our client is seeking an experienced and commercially minded Head of Operations to lead operational performance across a growing, award-winning PBSA business.
This is a broad leadership role with responsibility for multiple assets across the Midlands, overseeing operational standards, compliance, customer experience, maintenance, contractor performance, and people leadership across the portfolio. The business operates a substantial PBSA portfolio and is entering its next phase of growth, with a strong development pipeline and a number of new projects planned across the UK.
Working closely with the Directors, you'll play a key role in driving operational excellence, improving performance, implementing best practice, and supporting the next phase of growth.
Key Responsibilities:
- Lead operational performance across a multi-site property portfolio
- Manage and develop Site Managers and operational teams
- Oversee compliance, risk management, ANUK standards, and regulatory requirements
- Drive customer experience, resident satisfaction, and service improvement initiatives
- Manage contractors, suppliers, and service delivery partners
- Lead operational projects, business improvements, and new developments
- Monitor KPIs, budgets, operational reporting, and performance standards
- Act as the senior escalation point for significant operational issues and incidents
- Work closely with Directors to support business growth and strategic objectives
Your Requirements:
- Experience in a Head of Operations, Regional Operations, Portfolio Management, or similar senior leadership role
- Background within PBSA, BTR, co-living, residential, hospitality, or a multi-site customer-focused environment
- Proven experience leading managers and multi-disciplinary teams
- Strong knowledge of compliance, health & safety, operational risk, and contractor management
- Experience managing budgets, operational performance, and business improvement projects
- Comfortable working within a fast-paced, entrepreneurial environment
- Strong stakeholder management, communication, and leadership skills
- Data-driven, resilient, and solutions-focused approach
What's On Offer:
- Direct exposure to founders and senior decision-makers
- Broad operational remit with genuine influence across the business
- Opportunity to support new developments and portfolio growth
- Competitive salary package
- 33 days holiday (including bank holidays)
- Bupa-enhanced EAP
- On-site gym access
- Paid overtime