Business Operations Director

You obsess over:

• Customer experience: ensuring every PPHA customer is well-housed, well-supported and receiving an exceptional experience.
• Performance: holding every part of the operating chain to account, from internal delivery teams to managing agents and block managers.
• Continuity: the seamless handoff across the PPHA flywheel, from transactions through delivery, sales and operations, and into the finance and investment function, so nothing is lost between teams.
• AI-enabled systems: building a tech-forward, AI-enabled operational function that is efficient, scalable and future-proofed.

EXCEL

• Problem solving: the ability to take a complex or hard-engrained problem and create innovative solutions that considerably increase efficiency and process time.
• Leadership and people development: measurably improving people through influence, clear coaching, honest feedback and a genuine belief that investing in people’s growth is the most important responsibility a leader holds.
• Third-party management: getting the best from managing agents, block managers and LA partners without losing control or standards.
• Commercial awareness: understanding how operational decisions affect customer outcomes, investor returns and the long-term performance of the platform.

Early traction and strategic control.

• Deep understanding of PPHA’s housing portfolio, operational performance and key relationships (managing agents, LAs, Homes England) developed.
• Full ownership of delivery pipeline, lettings, shared ownership sales and housing management operations established.
• Clear assessment of managing agent contract performance completed, with improvement plan in place where needed.
• Strong relationships built with the team, SLT and key local authority and Homes England partners.
• New performance reporting rhythm implemented and operating effectively.
• Analyse processes within the functions in your area of responsibility and recommend areas for process improvements, deletions, optimisations and automations.

12-month impact outcomes

Material impact and results within first 12 months.

• PPHA’s operational functions running at a consistently high standard across delivery, lettings, housing management and sales.
• Void turnaround times and lettings performance materially improved against a clear baseline.
• Managing agents held to contract standard with escalation processes that resolve issues before they become risks.
• Customer satisfaction and TSM scores improved by at least 25%, with a clear roadmap for continued progress.
• The efficiency and output of the sales function optimised, with clear pipeline management and improved performance across lettings, shared ownership and resales.
• PPHA positioned for portfolio growth with scalable operations processes in place.