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Our clients are a bespoke property company based in Harrow on the hill with a reputation for delivering a quality service to clients in the property industry. They are now seeking an experienced head of Property management/Operations to join the team in Harrow on the hill. The role of the candidate will be: DUTIES AND RESPONSIBILITIES To maintain, observe and evaluate existing standards on a regular basis and develop new standards to enhance the service experience in collaboration with other heads of departments. To consistently deliver excellent standard of service to ensure complete satisfaction to all stakeholders. To oversee the management of the ASTs and ensure all rents are received on time and the accounts are up to date. To set personal goals and objectives that can be measured in self-progression and improvements in the level of business. To perform any other related duties or special tasks as requested by the board ensuring seamless service for clients and efficient running of the departments. To encourage and train team members to deliver the same exceptional standards and service. To plan the labor resources efficient and effectively to meet the service standards for the department. To manage the supply chain that maintains the portfolio of properties, including but not limited to, contractors, suppliers of other services and any other related service and solution providers. To ensure all complaints are dealt with within 24hrs with a written response. To keep a tight trail of all correspondence. To ensure all compliance and health and safety is adhered to in the business. The Person Possess excellent product knowledge and keep updated with the competitive market and new developments and trends in the market. Be passionate and committed, a team player, vibrant, energetic and fun, highly motivated and able to motivate. Possess excellent management skills and able to manage relations and situations with other managers, partners and suppliers. Be smart and appropriate in appearance according to the code of conduct and able to reflect the market position and brand image. Financial Responsibilities To ensure that team productivity and allocation of resources are in line with business needs and budget. To ensure that cost of sale and operational costs for the business are kept in line with budget or level of business. To ensure that the purchase procedures are adhered to. To analyze the monthly stock takes where required, feedback and comment on results and ensure that any concerns are acted upon immediately within the relevant department. Accurately forecast revenues/expenses for the business. To generate ideas of up-selling and promotions to ensure and raise profitability. To positively promote and encourage sales awareness and opportunities within the business. To participate in yearly budget exercises and propose suggestions for any required investments. Anticipates revenue/cost problems and manages the timing of discretionary expenditures to stabilize cash flow with other heads of department. Analyse financial and operational information on an ongoing basis and if needed helps to adjust business plans, labour requirements and operating costs. To ensure that all employees grooming standards are at an acceptable level. To appraise, assess and develop all HODs and colleagues in the team according to company guidelines. Supervise human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs to maintain a qualified front desk work force. Emphasizes employee selection, training and development as a way of doing business. Ensures personnel files are accurate and comply with both local and central laws and regulations. Ensures employees understand policies, pay procedures, bonus plans and benefits. Helps develop management talent by acting as a mentor for direct reports. Monitors and maintains acceptable turnover levels. Training and Development Responsibilities To ensure that all new starters are effectively inducted into the business. To identify training needs and carry out quality training and coaching sessions in a systematic and professional way to meet the needs of the people and the business. To supervise departmental training plans and ensure that training is carried out effectively. To ensure that daily briefings and monthly departmental meetings take place to create successful communication within departments. To ensure that goals and objectives for managers and Supervisors are set, developed, and reviewed on a regular basis. Ensure weekly team meetings and quarterly employee appraisals are carried out. The role is full time office based.