MACK Residential is a property management company that has a vision to be the leading force in providing a diverse range of safe, inclusive, and sustainable accommodation for all.
We are seeking an experienced Property Operations Manager to lead the day-to-day activities of our Property Operations team. This team plays a vital role in managing property compliance and coordinating all maintenance requirements across the business’s diverse workstreams.
The Property Operations Manager plays a pivotal leadership role in ensuring the effective and compliant management of the organisation’s property portfolio. This includes overseeing all regulatory compliance activities, ensuring that planned maintenance works are completed on schedule, and that any remedial actions are addressed within the required timeframes. The role also involves managing the resolution of reactive maintenance issues, ensuring they are handled promptly and in accordance with both contractual obligations and the company’s customer service standards. By providing strategic direction and operational oversight, the Property Operations Manager ensures that the Property Operations team functions efficiently, maintains high standards of service delivery, and supports the overall goals of the business.

QUALIFICATIONS AND EXPERIENCE:

• Minimum of 5 years’ experience in property or facilities management, with at least 2 years in a leadership or operations management role.
• Proven track record of managing property compliance, maintenance operations, and contractor performance.
• Experience working with residential property portfolios and understanding of landlord-tenant legislation, including familiarity with lease agreements and their practical application.
• Experience of using property management systems (such as Arthur and Fixflo).
• Excellent written and verbal communication skills.
• Strong time management and organisational abilities.
• Proven leadership capabilities, including team motivation, delegation, and performance management.
• Strategic thinker with the ability to make informed decisions and adapt to change.
• Ability to maintain high standards of customer service and operational efficiency.

This role requires a diverse range of tasks, as outlined below:

• Lead and manage the Property Operations team, including Property Coordinators, Property Managers, maintenance staff, and contractors.
• Ensure all properties meet regulatory compliance standards and are free from Category 1 & 2 hazards.
• Oversee planned and reactive maintenance, ensuring timely completion and accurate record-keeping.
• Drive performance against SLAs and contractual obligations, ensuring high standards of service delivery.
• Act as a key liaison for tenants, ensuring prompt and professional resolution of enquiries, complaints, and emergencies.
• Support leasing processes in collaboration with the Commercial and Legal and Lettings teams, including tenant move-ins and move-outs.
• Manage property budgets, monitor expenses, and ensure financial records are accurate and up to date.
• Oversee regular property inspections to ensure lease compliance and identify maintenance needs.
• Ensure effective use of property management systems (e.g., Arthur, Fixflo), maintaining data quality and user competence.
• Uphold quality management standards, ensuring processes align with the Quality Management System (QMS) objectives and change management protocols.