Operations Executive

Key Responsibilities

Executive Operational Leadership

• Develop and implement the national operational strategy.
• Lead operational performance across the student accommodation portfolio.
• Establish and maintain operational standards across all residences.
• Drive operational consistency across multiple regions.
• Foster a culture of accountability, customer service and continuous improvement.
• Lead organisational change and operational transformation initiatives.
• Support the COO in achieving strategic business objectives.

Property & Residence Operations

Provide executive oversight of:

• Residence operations
• Front office and reception services
• Resident services
• Customer service delivery
• Operational administration
• Cleaning and housekeeping standards
• Security operations
• Operational building inspections
• Inventory management
• Operational risk management
• Service quality management
• Resident complaint resolution

Ensure every residence consistently delivers an exceptional student living experience.

Leadership & Team Management

• Lead, mentor and coach Property Managers.
• Develop leadership capability across the operational team.
• Set operational KPIs and performance objectives.
• Conduct operational reviews and regular site visits.
• Drive accountability and operational excellence.
• Manage succession planning and talent development.
• Support recruitment and employee development.

Student & Customer Experience

Champion an outstanding resident experience by ensuring:

• Exceptional customer service
• Resident engagement
• Student Life programme delivery
• Professional complaint management
• High resident satisfaction
• Resident retention
• Safe and welcoming student communities

Work closely with operational teams to continuously improve the overall student experience.

Operational Readiness

Lead annual portfolio readiness by ensuring:

• Residences are prepared for occupation
• Rooms meet company quality standards
• Furniture and equipment are operational
• Teams are ready for student intake
• Standard Operating Procedures are implemented
• Accreditation requirements are achieved
• Operational risks are identified and mitigated
• Compliance with NSFAS, DHET Minimum Norms & Standards and institutional accreditation requirements.

Financial Management

• Prepare annual operational budgets.
• Manage monthly forecasting.
• Monitor expenditure against budgets.
• Drive operational efficiencies.
• Optimise operational costs.
• Support long-term operational planning.
• Ensure responsible utilisation of operational resources.

Governance, Risk & Compliance

• Company policies
• Operational standards
• Service Level Agreements
• University requirements
• Risk management frameworks
• Quality assurance standards
• Health & Safety legislation
• Fire and statutory building compliance (in collaboration with the Facilities Executive).

Stakeholder Management

Build and maintain strong relationships with:

• Property owners
• Universities
• Institutional stakeholders
• Student Representative Councils
• Residents and parents
• Service providers
• Executive Management

Represent the organisation at executive operational meetings and stakeholder engagements.

Technology & Continuous Improvement

• Drive adoption of FG Nexus.
• Improve operational reporting and dashboards.
• Standardise operational processes.
• Identify automation opportunities.
• Improve operational efficiencies.
• Implement industry best practices across the portfolio.

Minimum Requirements

• Bachelor's Degree in Property Management, Business Management, Operations Management or a related discipline
• Minimum 8-10 years' experience in Property Management or Operations Management
• Minimum 5 years' experience in a senior leadership position
• Proven experience managing large multi-site property or operational portfolios
• Experience within Student Accommodation, Residential Property or Commercial Property is highly advantageous
• Hospitality management experience within hotels, serviced apartments, student accommodation or other customer-focused accommodation environments will be highly advantageous
• Strong leadership and people management experience
• Experience managing operational budgets and driving business performance
• Knowledge of property management systems such as FG Nexus will be advantageous.

Highly Advantageous

• Student Accommodation
• Hospitality Management
• Hotel Operations
• Hospitality Operations
• Residential Property
• Commercial Property
• Property Management
• Executive Leadership
• Multi-Site Operations
• Portfolio Management
• Customer Experience
• Resident Experience
• Service Excellence
• Budget Management
• Strategic Planning
• Operational Governance
• Risk Management
• Performance Management
• Process Improvement
• FG Nexus

Key Skills

• Operations Executive
• Head of Operations
• Executive Property Manager
• Regional Operations Manager
• Multi-Site Operations
• Property Management
• Student Accommodation
• Hospitality Management
• Hotel Operations
• Customer Experience
• Operational Excellence
• Leadership
• Budget Management
• Governance
• Compliance
• Stakeholder Management
• Business Strategy
• Process Improvement
• Operational Readiness
• Performance Management

Who We're Looking For

We're looking for an exceptional operational leader who:

• Has extensive experience leading large multi-site operations.
• Has a background in Student Accommodation, Hospitality, Hotels, Residential Property, Commercial Property or Facilities Management.
• Is passionate about delivering exceptional resident and customer experiences.
• Has proven success leading high-performing operational teams.
• Can manage multiple stakeholders across a national portfolio.
• Is commercially astute and focused on operational excellence.
• Thrives in a fast-paced, customer-centric environment.
• Is an inspiring leader who develops people and drives continuous improvement.

Why Join This Opportunity?

• Join one of South Africa's leading Student Accommodation Property Management companies.
• Lead a national portfolio of approximately 12,000 student beds.
• Shape the operational strategy of a growing organisation.
• Work alongside an experienced executive leadership team.
• Drive operational excellence, service quality and customer experience.
• Excellent executive career growth opportunities.

Location

Pretoria, Gauteng, South Africa

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