Head of Operations (Property Management)

Role Overview

This position leads the operational side of every completed residential development, making sure each site runs smoothly, looks its best, and delivers an outstanding living experience for residents. Day to day, you will balance strategic planning with hands-on oversight—coordinating property maintenance, service partners, resident engagement, safety protocols, and financial performance across multiple locations. Your work directly shapes resident satisfaction, asset longevity, and the commercial health of the portfolio, so every decision and process you put in place has a measurable impact on the company's reputation and bottom line.

Key Responsibilities

• Set the overall operational strategy for all finished developments, establishing uniform service standards, governance frameworks, and performance benchmarks that apply consistently across every property.
• Design and manage the complete resident journey—from move-in to everyday living—while tracking satisfaction data, resolving escalated complaints, and creating service recovery procedures that turn problems into loyalty.
• Develop and run community engagement programs, including event calendars, resident committees, and social initiatives that build a strong sense of belonging and keep people renewing their leases.
• Oversee all physical assets and shared facilities, directing preventive and corrective maintenance, monitoring the condition of utilities, security systems, amenities, and landscaping, and planning long-term asset preservation strategies.
• Procure and manage all outsourced service providers—cleaning, security, landscaping, waste removal, internet, pest control, and maintenance—negotiating service level agreements, conducting regular performance reviews, and balancing quality with cost efficiency.
• Create and manage operational budgets for the entire portfolio, watching service charge expenditure, spotting revenue growth opportunities in lifestyle offerings, and supporting occupancy and retention targets.
• Establish portfolio-wide health, safety, security, and compliance standards, ensuring every site meets regulatory requirements, has functioning emergency response plans, and stays protected against operational risks.
• Build, mentor, and lead the operations team, putting in place training frameworks, performance management, accountability structures, and succession planning so every site has strong leadership and a service-first culture.

Requirements & Qualifications

• At least 10 years of professional experience in property operations, hospitality management, facilities management, customer experience, or residential community management, with substantial exposure to large-scale, multi-site environments.
• Minimum 5 years in a senior leadership role directly responsible for multiple properties or portfolios, with demonstrated success managing teams, budgets, and operational performance.
• Proven track record working with large residential communities, mixed-use developments, hospitality venues, or lifestyle-focused real estate portfolios—showing you understand how to align operational delivery with resident expectations.
• Deep expertise in customer experience frameworks, vendor procurement and management, service excellence, and continuous improvement methodology, with a history of turning those disciplines into measurable results.
• Strong financial acumen, including experience building budgets, analyzing service charge data, controlling operating costs, and identifying new revenue streams without compromising service quality.
• Exceptional stakeholder and communication skills, capable of engaging residents, investors, regulators, internal executives, and frontline teams, while acting as the primary escalation point for critical issues.
• A forward-thinking, strategic mindset with the ability to prepare clear operational reports, lead executive-level discussions, and drive consensus on key initiatives across multiple departments.
• Relevant tertiary qualification in business, property management, hospitality management, facilities management, or a related discipline is strongly preferred.