Location
London

Hours
Full Time

Salary
Negotiable

About the Role
Greystar is a leading, fully integrated global real estate platform specialising in property management, investment management, development, and construction services for institutional-quality rental housing. The Central Operations and Service Manager (COSM) is a senior leadership role within the UKST Central Team, responsible for operational performance, quality, and continuous development across five core disciplines. This role includes full line management of Central Assistant Manager(s) and Central Customer Service Advisors, ownership of the relationship between the Central Team and site operations, and driving the centralisation programme’s performance targets including 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. The role oversees team leadership, operational delivery, quality assurance, sales and renewals, debt and finance administration, resident experience, and stakeholder management across the Canvas and Chapter PBSA portfolio in the UK.

Key Responsibilities
- Provide day-to-day leadership and performance management of the Central Team, including line management of Central Assistant Manager(s).
- Manage team capacity, resourcing, and training to build expertise across all function areas.
- Ensure the team meets agreed SLAs across sales, debt, finance admin, resident experience, and general administration.
- Own and maintain Central Team SOPs and conduct quality audits to ensure high standards.
- Act as final internal escalation point for Central Team cases below the ROM/OD threshold.
- Manage onboarding of new properties onto the centralisation model.
- Oversee leasing and renewals performance, aligning activity with portfolio occupancy strategy.
- Own arrears performance, approve payment plan exceptions, and oversee referral pipelines.
- Monitor resident satisfaction and ensure welfare referral pathways and compliance workflows operate effectively.
- Maintain strong relationships with site teams and provide regular performance reporting.
- Contribute to leadership group discussions on programme development and technology roadmap.

Experience
- Significant operations leadership experience within PBSA, residential lettings, hospitality, or a related multi-site service environment.
- 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 ability to engage stakeholders at all levels.
- High organisational capability managing multiple workstreams and competing priorities.
- Change management experience, able to lead teams through process transitions.
- Experience representing teams in cross-functional forums and leading phased function expansions.

About You
- A proactive and accountable leader who drives high standards and continuous improvement.
- Collaborative and trusted operational partner to site teams and senior leadership.
- Adaptable and resilient, able to work effectively in a dynamic, evolving environment.
- Committed to operational excellence and delivering outstanding service quality.

Qualifications
- Degree-level education or equivalent professional experience is desirable.
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint) with strong data, analytics, and reporting skills.
- Strong proficiency or willingness to learn Entrata or equivalent property management systems.
- 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.