Director - Operations (Residential)

Department: Residential Estates

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Company: Canary Wharf Residential Management Limited

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Reporting to: Managing Director - Residential

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JOB SUMMARY

Canary Wharf Group (CWG) has developed and manages over 1,479 leasehold private sale homes and 176 Affordable Rent homes on the Canary Wharf and Southbank Place estates.

The Director – Operations for CWRML (Canary Wharf Residential Management Limited) is responsible for the strategic leadership, operational performance and regulatory compliance of CWG’s residential leasehold management portfolio and the owned affordable rent portfolio.

The role leads all aspects of property management operations, facilities management, building safety compliance, customer experience, service charge management, contractor performance and operational excellence, ensuring the business delivers industry-leading standards whilst maintaining profitability and regulatory compliance

The Director - Operations takes responsibility for shaping and delivering the management of all residential assets to support CWG's vision, brand, investment strategy and customer service standards.

Salary: Circa £110k, DOE

Closing Date: Sunday 29 November 2026

MAIN RESPONSIBILITIES

Leadership & Strategy

• Lead, develop and mentor CWRML operational teams.

• Set the operational direction and standards for the portfolio.

• Identify opportunities for service improvement, efficiency and commercial enhancement.

• Lead business transformation and technology adoption.

Operational & Financial Performance

• Lead the effective management of the residential leasehold portfolio.
• Monitor portfolio performance through agreed KPIs.
• Provide oversight of service charge budgets, expenditure and P&L performance.
• Drive improvements in financial reporting, cost efficiency and margin whilst maintaining service quality.
• Oversee leasehold transaction information and associated administration.

Customer & Service Excellence

• Embed a customer-centric culture aligned with CWG Customer Service Principles.
• Lead improvements in resident engagement, communication and complaint resolution.
• Ensure consistent service standards across the portfolio.

Risk, Compliance & Building Safety

• Ensure compliance with leases, management agreements and statutory obligations.
• Maintain a robust operational risk, audit and compliance framework.
• Oversee contractor performance and major works.
• Maintain effective business continuity arrangements.
• Provide leadership and oversight of building safety responsibilities.

Affordable Housing & RP Management

• Provide strategic oversight of the 176 affordable rent homes.
• Own the relationship with the Registered Provider.
• Ensure compliance with nominations agreements, Section 106 obligations and management agreements.
• Chair operational governance with the RP and proactively manage performance, risk and customer outcomes.

PERSON SPECIFICATION

You will be an experienced and commercially minded residential property leader, with the ability to set a clear direction while remaining close enough to the operation to ensure consistently high standards of delivery.

You will bring:

• Strong and visible leadership, with the ability to create a clear and compelling vision and bring teams with you.
• A commercial and customer-focused mindset, balancing service excellence with strong financial performance.
• The ability to think strategically and translate strategy into practical, workable solutions.
• A drive for continuous improvement, challenging established ways of working and identifying opportunities to improve performance, efficiency and customer experience.
• Strong financial acumen, with experience of managing significant budgets, targets and operational performance.
• The ability to build, develop and lead high-performing teams.
• A resourceful, inquisitive and collaborative approach to solving problems.
• A genuine interest in residential property, emerging trends and evolving industry practice.
• Strong judgement and an understanding of the wider commercial and reputational impact of operational decisions.
• The ability to build trusted relationships and influence effectively at all levels.

Experience

You will have significant senior-level experience within residential property management or a similarly complex property environment, including:

• Leading and developing teams to deliver exceptional service and customer satisfaction.
• Operating effectively at a senior level and contributing to strategic and commercial decision-making.
• Managing large-scale residential developments or portfolios.
• Managing significant budgets, financial targets and operational performance.
• Interpreting financial information and using data to inform decisions and drive performance.
• Understanding and interpreting property-related documentation, including leases, contracts and management agreements.
• Establishing, monitoring and continuously improving financial and operational processes.
• Managing building services, systems, Health and Safety and environmental performance.
• Delivering best-in-class property management services and driving continuous improvement.
• Managing contractors, suppliers and other third-party service providers.
• Operating within a complex regulatory and compliance environment.
• Leading operational change, transformation and the adoption of technology to improve services and ways of working.

Knowledge and technical expertise

You will have strong knowledge and practical understanding of:

• Landlord and Tenant legislation.
• Residential property management best practice and operations.
• Relevant property and legal frameworks.
• Building Safety legislation and regulatory requirements.
• Building services and systems.
• Health and Safety legislation.
• Environmental management.
• Residential service charges and relevant service charge codes.
• Utilities and energy systems.
• Contractor and supplier management.
• Financial management, budgeting and performance reporting.
• Operational risk, governance and compliance.

Qualifications

• IRPM/TPI qualification essential.
• NEBOSH Fire Safety qualification essential.
• ARLA or equivalent desirable.
• MRICS or equivalent desirable

• Act with integrity and deliver high performance
• Put our customers at the heart of what we do
• Resolve issues by providing high quality solutions

Foster Collaboration

• Find opportunities to collaborate with others across the business to achieve shared goals
• Encourage inclusive networks and treat others with respect and fairness
• Use knowledge to work effectively with suppliers / contractors to meet shared goals

Encourage Engagement

• Confident in making decisions appropriate to the role
• Learn from mistakes and listen to constructive feedback to improve performance
• Prioritise safety and actively support community, wellbeing and sustainability programmes

Take Ownership

• Take pride in delivering high quality service which exceeds expectations
• Committed to opportunities for self-development
• Take responsibility for my own performance and look for ways to improve

Embrace Innovation

• Embrace change and innovation
• Proactively suggest ways to improve our business and encourage others to share ideas
• See new challenges as opportunities to deliver effective change

WHAT WE OFFER

Diversity and Inclusion

We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.

Flexible Working

As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.

Learning and Development

At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.

Other Benefits

We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.

If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online.

Early applications are encouraged as we reserve the right to appoint at any point.