Operations Executive - student accommodation/hospitality

The Operations Executive is responsible for providing
strategic leadership and oversight of all operational aspects of the student
accommodation portfolio. The role ensures that all residences operate
efficiently, consistently and in accordance with the organisation's service
standards, policies and strategic objectives. The Operations Executive is accountable for operational
excellence across the portfolio, including property operations, resident
experience, operational governance, customer service, portfolio performance and
the leadership of the Property Management teams. Working closely with the Facilities Executive, the role
ensures that operational requirements are effectively supported by world-class
facilities management while maintaining clear accountability between
operational service delivery and technical asset management.

Operational Leadership

• Develop
  and implement the operational strategy for the property management
  portfolio.
  
• Lead
  and manage the operational performance of all residences.
  
• Establish
  and maintain operational standards across the portfolio.
  
• Drive
  operational consistency across all regions.
  
• Promote
  a culture of accountability, service excellence and continuous
  improvement.
  
• Lead
  organisational change initiatives relating to operations.
  
• Support
  the COO in achieving strategic operational objectives.
  

Property Operations

Provide strategic oversight of all day-to-day property
operations, including:

• Residence
  operations
  
• Front
  office and reception services
  
• Operational
  administration
  
• Resident
  services
  
• Cleaning
  service standards
  
• Security
  service delivery
  
• Building
  inspections from an operational perspective
  
• Inventory
  and operational equipment
  
• Operational
  risk management
  
• Service
  quality management
  
• Resolve
  customer services complaint tickets
  
• Ensure that all residences consistently deliver an
  exceptional student living experience.
  

Leadership of Property Managers

• Lead,
  coach and mentor Property Managers.
  
• Establish
  performance objectives and monitor results.
  
• Conduct
  operational reviews and regular site visits.
  
• Drive
  accountability across regional operations.
  
• Develop
  leadership capability within the Property Management team.
  
• Manage
  performance and succession planning.
  
• Support
  recruitment and talent development.
  

Student Experience

Provide executive oversight of the student living
experience by ensuring:

• High
  levels of customer service.
  
• Effective
  resident engagement.
  
• Delivery
  of Student Life programmes.
  
• Professional
  handling of resident complaints.
  
• Effective
  communication with residents.
  
• High
  resident satisfaction and retention.
  
• A
  welcoming, safe and inclusive living environment.
  
• Engage
  with student and resolve any customer experience complaints.
  

Operational Readiness

Lead the annual operational readiness programme by
ensuring:

• Residences
  are fully prepared for student occupation.
  
• Rooms
  meet company quality standards.
  
• Furniture
  and equipment are ready for occupation.
  
• Operational
  teams are prepared for intake.
  
• Standard
  operating procedures are implemented.
  
• Readiness
  inspections are completed.
  
• Operational
  risks are identified and mitigated before occupation.
  
• Ensure
  accreditation with the different institutions and NSFAS
  
• Ensure
  compliance with the DHET minimum norms and standards
  

Operational Performance

Monitor and improve operational performance through:

• Portfolio
  operational dashboards.
  
• Property
  inspections.
  
• Operational
  audits.
  
• Service
  delivery measurements.
  
• Resident
  satisfaction surveys.
  
• Operational
  KPI reporting.
  
• Performance
  reviews.
  
• Continuous
  improvement initiatives.
  

Identify trends and implement corrective actions where
necessary.

Financial Management

Responsible for operational financial performance by:

• Preparing
  annual operational budgets.
  
• Monthly
  budget forecasting
  
• Monitoring
  expenditure against budget.
  
• Identifying
  operational efficiencies.
  
• Managing
  operational cost control initiatives.
  
• Reviewing
  operational expenditure.
  
• Ensuring
  responsible utilisation of operational resources.
  
• Supporting
  long-term operational planning.
  
• Drive cost optimisation without compromising service
  quality.
  

Governance, Risk and Compliance

Ensure operational compliance with:

• Company
  policies and procedures.
  
• Operational
  standards.
  
• Service
  level agreements.
  
• University
  requirements.
  
• Internal
  governance standards.
  
• Risk
  management frameworks.
  
• Quality
  assurance standards.
  
• Collaborate with the Facilities Executive regarding
  statutory building compliance, health and safety, fire compliance and technical
  matters.
  

Stakeholder Management

Develop and maintain effective relationships with:

• Property
  owners and clients.
  
• Universities
  and institutional stakeholders.
  
• Student
  Representative Councils.
  
• Internal
  departments.
  
• Residents
  and parents.
  
• Service
  providers involved in operational service delivery.
  

Represent the organisation in operational meetings and
stakeholder engagements.

Cross-Functional Collaboration

Work closely with:

• Facilities
  Executive.
  
• Finance
  Department.
  
• Human
  Resources.
  
• Procurement.
  
• Information
  Technology.
  
• Student
  Life Executive.
  
• Marketing.
  

Ensure alignment across all operational functions and
contribute to the achievement of organisational objectives.

Technology and Continuous Improvement

Champion the effective use of technology to improve
operational performance by:

• Driving
  adoption of FG Nexus.
  
• Monitoring
  operational dashboards.
  
• Improving
  reporting accuracy.
  
• Standardising
  operational processes.
  
• Identifying
  automation opportunities.
  
• Enhancing
  operational efficiency.
  
• Implementing
  best practice across the portfolio.
  

Reporting

The Operations Executive is responsible for
submitting monthly executive-level reports covering:

• Portfolio
  operational performance
  
• Resident
  experience and customer satisfaction trends.
  
• Strategic
  operational risks and mitigation plans.
  
• Accreditation and
  compliance status.
  
• Operational
  budget performance and key variances.
  
• Portfolio
  challenges, opportunities and operational improvement initiatives.
  
• Executive
  decisions and approvals required.
  

Requirements

• Bachelor's
  Degree in Property Management, Business Management, Operations Management
  or a related discipline.
  
• Honours
  Degree or Postgraduate Qualification in Business, Property or Operations
  Management.
  
• MBA
  will be advantageous.
  
• Professional
  registration with SAPOA, SAFMA or a recognised property management body.
  
• Minimum
  of 8–10 years' experience in property or operations management.
  
• At
  least 5 years in a senior leadership position.
  
• Proven
  experience managing a multi-site property portfolio.
  
• Experience
  in student accommodation, residential or commercial property management.
  
• Strong
  leadership and people management experience.
  
• Experience
  managing operational budgets and driving business performance.