Head of Operations (Property Management)
The role oversees the entire post-handover resident ecosystem, including property operations,facilities management, customer experience, vendor management, community development,hospitality services, health and safety compliance, and operational teams. The incumbent is responsible for translating the vision into a consistently outstanding living experience across all properties.
Key Responsibility Areas
- Portfolio Operations Leadership
- Provide strategic leadership for all completed developments.
- Develop and implement operational policies, systems, procedures, and service standards.
- Ensure consistency in operational excellence across all properties.
- Establish operational governance frameworks and performance controls.
- Lead operational readiness for newly completed developments.
- Resident Experience & Lifestyle Management
- Own the resident experience framework.
- Design and continuously improve the resident journey.
- Establish service standards and customer experience benchmarks.
- Monitor resident satisfaction and engagement metrics.
- Lead complaint resolution and service recovery initiatives.
- Drive resident retention through enhanced lifestyle offerings and experiences.
This area should be one of the role's primary mandates.
- Community Building & Resident Engagement
- Create vibrant, safe, and engaging residential communities.
- Develop resident engagement calendars and community programs.
- Promote social interaction and community participation.
- Support formation and management of resident committees where applicable
- Build initiatives that strengthen resident loyalty and belonging.
- Property & Facilities Management
- Ensure proper maintenance and management of all common areas and facilities.
- Oversee preventive and corrective maintenance programs.
- Ensure optimal functionality of utilities, amenities, security systems, and shared infrastructure.
- Monitor property standards and asset condition.
- Drive long-term asset preservation strategies.
- Vendor & Service Partner Management
- Lead procurement and management of operational service providers.
- Manage security, cleaning, landscaping, waste management, internet, pest control, maintenance, and other vendors.
- Establish and enforce service level agreements.
- Conduct vendor performance reviews.
- Ensure delivery of quality services while maintaining cost efficiency.
- Revenue & Commercial Performance
- Drive profitability and operational efficiency across the portfolio.
- Develop and manage operational budgets.
- Monitor property operational costs and service charge expenditure.
- Identify revenue-enhancement opportunities within lifestyle operations.
- Support occupancy and retention initiatives.
- Health, Safety, Security & Compliance
- Establish portfolio-wide health and safety standards.
- Ensure compliance with statutory and regulatory requirements.
- Oversee security management frameworks.
- Ensure emergency response preparedness and business continuity plans are in place.
- Lead risk identification and mitigation initiatives.
- Team Leadership & Culture
- Build and lead high-performing operations teams.
- Develop capability frameworks and training programs.
- Ensure service excellence culture across all sites.
Drive accountability, engagement, and performance management.
- Create succession plans for key operational positions.
- Stakeholder Management
- Develop strong relationships with residents, homeowners, investors, vendors, regulators, and internal stakeholders.
- Act as the primary escalation point for critical operational matters.
- Prepare operational reports and portfolio updates for executive leadership.
- Represent the Lifestyle function in strategic business discussions.
Requirements
Experience
• Minimum 10 years' experience in property operations, hospitality, facilities management,customer experience, residential community management, or related sectors.
- At least 5 years in a senior leadership role overseeing multi-site operations.
• Experience managing large residential communities, hospitality operations, mixed-use developments, or lifestyle-focused real estate portfolios.
- Demonstrated success in customer experience, vendor management, operations excellence, and team leadership