Location
London

Hours
Full Time

Salary
Negotiable

About the Role
Greystar is a leading global real estate platform specialising in property management, investment management, development, and construction services within institutional-quality rental housing. The Central Operations and Service Manager (COSM) is a senior leadership role responsible for the operational performance, quality, and continuous development of the UKST Central Team across five core disciplines. This role includes full line management of Central Assistant Managers and Customer Service Advisors, ownership of the relationship between the Central Team and site operations, and driving the centralisation programme's performance targets such as productivity savings, SLA adherence, and service quality.

The COSM is a key member of the UKST operational leadership group, contributing to strategic decisions on team design, function scope, and technology roadmap. Responsibilities include leading the Central Team, managing capacity and resourcing, ensuring SLA compliance, maintaining SOPs, conducting quality audits, overseeing leasing, renewals, debt, finance administration, resident experience, and general administration compliance. The role also involves stakeholder management, performance reporting, and leading the phased expansion of the Central Team's scope to full coverage by September 2026.

This senior central leadership position holds portfolio-wide accountability across all live Canvas and Chapter PBSA properties in the UKST programme and requires strong operational leadership, commercial awareness, and change management capabilities.

Experience
- Significant operations leadership experience within PBSA, residential lettings, hospitality, or related multi-site service environments
- Proven success in leading, developing, and performance-managing multi-disciplinary teams
- Strong commercial awareness with experience managing budgets, occupancy, and revenue targets
- Demonstrated ability to design, document, and embed operational processes and SOPs
- Excellent written and verbal communication skills with confidence engaging stakeholders at all levels
- High organisational capability managing multiple workstreams and competing priorities
- Change management experience leading teams through process transitions
- Experience representing teams in cross-functional forums

About you
- Strong leadership skills with a focus on accountability, high standards, and continuous improvement
- Ability to build trusted operational partnerships with site teams
- Proactive in identifying areas for improvement and implementing operational excellence
- Comfortable working in a dynamic environment with evolving scope and technology
- Committed to compliance with regulatory, health and safety, and organisational standards

Qualifications
- Degree-level education or equivalent professional experience is desirable
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint) with confidence in data, analytics, and reporting
- Strong proficiency in Entrata or equivalent property management systems; training will be provided
- Detailed knowledge of UK landlord/tenant legislation, residential lettings, and debt recovery processes is required
- Working knowledge of UK HMO licensing, council tax exemption frameworks, and PBSA regulatory environment is desirable
- Understanding of IOSH/NEBOSH or equivalent Health & Safety obligations in residential settings is desirable