Head of Property Operations - Lloyds Living

Key Responsibilities

Portfolio Delivery & Performance

• Oversee all property management activities including reactive repairs, planned preventative maintenance, compliance, tenancy management, complaints and credit control.
• Maximise occupancy, minimise voids, and control spend to optimize net operating  income across the portfolio.
• Maintain accurate pipeline and management information, providing regular updates and actionable insights.
• Act as part of the out of hours escalation team overseeing our outsourced partner. 

Scheme Mobilisation (New Developments)

• Collaborate with the mobilisation team to ensure properties are ready for occupation and ongoing management.
• Collaborate with other departments and third party agents on migrating tenanted portfolios which are managed externally. challenges.

Compliance & Risk Management

• Ensure full compliance with UK property management regulations, health & safety, and client agreements.
• Oversee audit preparation and liaise with external auditors and regulatory bodies.
• Escalate risks, bottlenecks, and exceptions promptly, implementing recovery plans as needed.

Customer Journey & Service Excellence

• Deliver a consistently high-quality customer experience, managing feedback and service levels within agreed SLAs.
• Resolve escalated issues and complaints, ensuring positive outcomes for residents and clients.

Systems, Data & Process Control

• Maintain accurate records across PMS platforms (Qube/ Fixflo), including compliance, tenancy documentation, and asset status.
• Drive process improvements and system upgrades to enhance efficiency and accuracy.
• Train and support staff on new systems and compliance requirements.

Team Leadership & Stakeholder Management

• Recruit, lead, mentor, and develop a property management team, setting clear goals and conducting regular reviews.
• Coordinate with Lettings, Customer, and regional teams to ensure smooth handovers and collaborative working.
• Manage relationships with managing agents, contractors, and partners, challenging underperformance and agreeing recovery plans.

Essential Requirements

• Over 10 years experience in residential property management, ideally in new-build or PRS environments.
• Proven leadership skills with experience managing multi-site teams and complex portfolios.
• Strong working knowledge of UK property management compliance (health & safety, tenancy law, prescribed information).
• Strong understanding of our property management systems (Qube/ Fixflo).
• Experience building out a property management team 
• Experience managing a property management team broken down into siloed teams to boost scalability.
• Experience coordinating with managing agents and using dynamic operational levers.
• Member of ARLA or TPI.
• Experience of system/process implementation, design or change management.
• Experience in a high growth environment and building/ scaling teams.

Desirable Skills

• Exposure to mixed-tenure or large-scale residential portfolios.
• Experience with mobilisation of new developments 

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We're committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern. If you'd like an adjustment to the recruitment process just let us know.

If you're excited by the thought of becoming part of our team, get in touch. We'd love to hear from you.