Our client is a for-profit registered provider of affordable housing in London, dedicated to delivering high-quality, shared ownership homes.

Job Summary

As Operations Director, you will be responsible for leading the operational functions of the business, ensuring compliance with regulatory frameworks, and driving operational efficiency. You will be directly involved in governance, regulatory compliance, and managing key relationships with external stakeholders, external advisors, and solicitors. Your role will also involve overseeing tenant satisfaction, managing financial aspects of rent and charges, and supporting the delivery of ongoing housing developments and projects.

Key Responsibilities

• Governance and Regulatory Compliance: Ensure that all operations comply with relevant regulations, with a focus on shared ownership and affordable housing standards. Apply regulatory requirements to day-to-day matters, such as grants, staircasing, managing agents, insurance renewals, and rent increases.
• Stakeholder Management: Provide timely and accurate information in response to queries from external partners, including Homes England, the Board, shareholders, external advisors, and solicitors.
• Customer Care and Tenant Satisfaction: Collaborate with the Customer Care Manager to manage tenant satisfaction. Use customer feedback and data to inform and advise the Board and relevant committees on performance and satisfaction levels.
• Rent and Charge Management: Oversee the management of rent and charges across the portfolio, working with external managing agents who are responsible for rent collection.
• Health & Safety and Compliance Oversight: Act as the Health & Safety Lead, Data Protection Officer, and Complaints Officer.
• Risk Assessment and Planning: Conduct regular risk assessments and develop action plans to address any identified issues. Participate in consultations and contribute to planning documents, ensuring regulatory standards are met and appropriate strategies are in place.
• Transactional Involvement: Support potential mergers, acquisitions, and portfolio disposals
• Grant Funding and Capital Claims: Oversee the management and submission of grant funding portfolio claims, ensuring compliance with the capital funding guide.

Key Requirements

• Experience: A minimum of 7-10 years in senior operations or leadership roles, within the housing sector. Experience in the complexities of shared ownership housing is essential.
• Regulatory Knowledge: Strong understanding of shared ownership regulations, compliance requirements, and the regulatory environment for affordable housing in the UK.
• Stakeholder Engagement: Proven ability to manage relationships with key external stakeholders
• Customer Focus: Strong commitment to tenant satisfaction and the ability to analyse and act on customer data to drive improvements.
• Financial Acumen: Experience in overseeing rent and charge management, as well as managing budgets and external relationships with managing agents.
• Problem Solving and Risk Management: Strong analytical skills, with the ability to conduct risk assessments and implement mitigation strategies effectively.