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Job description

Regional Operations Director

Location: Travel Required across our Developments

Salary: Competitive + Benefits + Car Allowance

Primary Job Purpose

Our Regional Directors lead the Divisional Services Operational Teams in the management of our Property Portfolio and Customer Proposition through a 500+ strong team of asset, care and customer professionals. To provide both strategic leadership and operational management for Operations through the team of direct reports, Operations Managers & Customer Services Manager supported by a matrix team of divisional SMEs (subject matter experts). Drive a performance culture focussed upon both the what and how of delivery.

Specifically, this role combines strategic property management and technical services alongside the customer proposition; community, care, wellbeing and additional services. Superb leadership will drive a customer centric culture across the division and into every one of our developments. This role will also support the transformation of Your McCarthy Stone’s commercial capabilities, building on today’s modest profits into Your McCarthy Stone being an attractive generator of recurring business profit and superb customer value.

Key Responsibilities

• Lead and develop the Services Operations team within the Division to drive consistently high performance at all levels in line with McCarthy Stone’s purpose and plan.
• Review, reward, and recognise operational and behavioural performance across the Division’s Service Operations teams; assess and rectify where required to ensure the highest levels of performance.
• Lead by example; be a visible leader, prioritising visits to developments and time with Customer Services teams, House & Estate Managers, homeowners as well as with Direct Reports.
• Nurture a culture which encourages close working relationships between Operations, Sales and Resales to support the commercial performance of the overall organisation and your division in particular.
• Establish high performing teams to drive a customer centric performance culture, which enables achievement of Services’ objectives and associated KPIs.
• Achieve ‘brilliant basics’ in compliant service delivery for our customers, on which to build improvement and growth.
• Represent Services at Divisional Board Meetings, achieving excellent working relationships at all levels and influencing the best outcomes for our business and customers alike.
• Responsible for all assets within your division from the point of handover; including adequate contingency funds, repairs conducted within warranty (costs recovered) and end of year warranty surveys conducted.
• Ensure the Division’s Property Portfolio is run efficiently and effectively, and that Company Policies, Procedures and Processes are followed.
• Embed planned preventative maintenance & oversee a schedule of redecs and planned maintenance.
• Responsible for Health, Safety & Compliance, including Fire, across the divisional development portfolio
• Ensure the Property Portfolio is run efficiently and effectively, and that Company Policies, Procedures and Processes are followed.
• Receive and review House Builder Federation surveys and NHBC referrals to ensure that these are appropriately processed, and any items requiring attention or further works including major building repairs are instructed as necessary.
• End to end delivery of key Your McCarthy Stone projects, including overseeing project and change management, creating materials and communications where necessary.
• Managing project teams to ensure projects are delivered on time and to budget.
• Implement and administer a contract process that meets the requirements of the Landlord and Tenant Legislation, in particular Section 20 major work consultations such as internal and external decorations and qualifying contracts.

Person Specification

• RQF Level 5 or equivalent in Management relevant to a senior management role in retirement living or related sectors, eg hospitality, property management, health and social care, leisure etc.
• Evidence of commitment to continuous professional development.

Knowledge and Experience

• Experience of working at a senior level in a customer and people centric organisation
• Demonstrable senior operational management experience and expertise, across a large and dispersed group of retirement communities or equivalent.
• Have strong line management experience, and a good track record in developing capability in a team.
• Experience of managing a property portfolio
• Demonstrable experience of and commitment to the highest possible standards of service and customer satisfaction.
• Experience of managing complex projects on time and to budget

Skills and Competencies

• Leadership and management skills, balancing the strategic and practical operational management.
• Proven gravitas to play a prominent role in relationships with senior management in Divisions/Sales.
• Have strong line management experience, and a good track record of developing capability in direct teams
• Strong understanding of a project management approach and change management
• Be able to write convincing reports and business cases in a professional manner.
• Financial and commercial acumen and experience of managing significant budgets.
• Confidence and ability to communicate at all levels within the Company.
• Computer literate with sound knowledge of Microsoft Office programmes
• Strong understanding of Health and Safety and Compliance
• Ability to prominently champion the role of older people in society, their happiness and wellbeing
• Committed to safeguarding and promoting the welfare of vulnerable adults and older people.
• Detailed knowledge of relevant legislation, best practice guidance and quality standards.

Personal Attributes

• Consistent delivery record and strong commercial acumen.
• Personally accountable - a high achieving, target driven and self-motivated individual who can make things happen.
• Self-motivating and a team player.
• Able to maintain composure and operate effectively in a pressurised environment.
• Presentation skills including to a large audience.
• Communication and engagement skills.
• Sound judgement and common sense.
• Proficiency in crisis management.
• Be able to spot and bring on talent.
• Able to lead, manage and embed change

All applications will be reviewed as soon as they are received, and we hold the right to appoint before the closing date.

At McCarthy Stone, we celebrate diversity and promote equality and inclusion amongst our colleagues. We welcome applications from all, regardless of personal characteristics or background

Job Type: Full-time

Salary: From £75,000.00 per year

Benefits:

• Company pension
• Free or subsidised travel
• Life insurance
• Paid volunteer time
• Private medical insurance
• Referral programme

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme
• Performance bonus
• Yearly bonus

Work Location: On the road

Reference ID: MCC896376

About McCarthy Stone

CEO: John Tonkiss
Revenue: Unknown / Non-Applicable
Size: 501 to 1000 Employees
Type: Company - Private
Website: www.mccarthyandstone.co.uk
Year Founded: 1979