Director of Operations
Downing
Total years of experience :16 years, 4 Months
As the Director of Operations, I oversee property operations, tenant relations, and team management, ensuring seamless operational reporting and overseeing recruitment for the site-based operational team. My focus on operational health, safety, and compliance minimizes risk while driving exceptional customer service and ensuring strategic asset management in line with targets and compliance standards.
Remaining updated on industry trends, I provide visionary leadership, securing staff commitment to strategic objectives. I contribute operational insights during development stages, formulate design briefs for enhanced efficiency, and effectively manage direct reports, contributing to winning the Operator of the Year award, and highlighting our strategic and customer-focused approach.
Skills: Operations Management, Manufacturing Process Improvement, Analytical Skills, Sales Management, Supply Chain Management, New Business Development, Program Management, Logistics Management, Leadership Management, Business Administration, Strategic Thinking, Microsoft Applications, Group Leadership, Customer Service Management, Customer Service
During my tenure as the Head of Operations at Downing, spanning from April 2017 to May 2023, I significantly influenced property management and operational efficiency. My role involved identifying operational needs during the design phase, addressing recurring issues, and closely monitoring competitors to maintain our properties competitiveness.
In operations management, I led regional managers in achieving key performance indicators such as debt reduction, sales targets, and health and safety compliance. Through strategic improvements, I ensured high-quality accommodation and customer satisfaction. In sales and marketing, I negotiated lease agreements, managed stakeholder relationships, and optimized revenue through dynamic pricing strategies. Additionally, I meticulously analysed metrics, conducted variance analysis, and managed debtor recovery processes to ensure financial stability and growth.
Skills: Leadership Development, Public Policy, Fundraising Administration, Construction Management, Business Data Management, Sales Operations, Retail Operations, Administrative Organization
In my role as Regional Manager, I supervised accommodation services for approximately 4500 apartments across various locations, emphasizing effective team management and operational excellence. Through strategic recruitment and personalized coaching, I cultivated cross-functional teams, enhancing performance and regulatory compliance, resulting in a flawless safety record.
Additionally, my proactive approach to marketing, sales, and customer retention initiatives yielded exceptional results, achieving a 100% occupancy rate across all sites. By collaborating with IT developers, I facilitated the development of online tools, optimizing operational processes and enhancing resident experiences. Overall, my dedication to tenant satisfaction and operational efficiency significantly contributed to the organizations success.
As an Accommodation Manager at Downing, I held a central role in overseeing all aspects of property
operations and tenant relations within the residential halls. Leading a diverse team, I prioritized delivering exceptional service to residents while upholding operational efficiency.
My focus on seamless day-to-day functioning involved implementing strategies to enhance the resident experience, managing facilities, coordinating maintenance, and overseeing housekeeping services.
In addition to operational oversight, I prioritized tenant relations, promptly addressing resident
concerns to maintain a positive living environment conducive to student success. By fostering open
communication channels and implementing feedback mechanisms, I played a crucial role in ensuring resident satisfaction and well-being.
Furthermore, my strategic approach to budget management and resource allocation enabled optimal resource utilization while adhering to financial constraints, contributing to the overall success of the residential accommodation.
Skills: Daily Operations, Operational Planning, Business Data Management, Investing, Teamwork
A deep understanding of property management principles, including leasing, maintenance, budgeting, and tenant relations.