Job Description
The Operations Lead is responsible for the overall delivery and continuous improvement of operational performance within the General Property Division. Direct management of Field Teams and Internal Operations. This role drives the operational plan, supports transformation and change initiatives, and ensures high standards of service, quality, and compliance. The Operations Lead proactively manages teams, develops talent, and maintains strong client relationships, contributing to the division’s growth and success.
Responsibilities
* Lead the development and delivery of the General Property operational plan, including transformation and change programmes.
* Proactively manage teams to ensure high performance, employee development, and achievement of business objectives.
* Ensure delivery of service standards, including quality and timeliness, across the division.
* Maintain and improve quality through the introduction of quality improvement initiatives.
* Personally lead relationships with key clients, ensuring issues are resolved to mutual satisfaction.
* Ensure regular and effective communication within the function and across the wider business.
* Ensure data quality and compliance with company protocols and systems.
* Actively resolve complaints in accordance with company procedures.
* Support the achievement of annual revenue and operational targets.
* Lead on surge response
Qualifications
* Excellent understanding of the UK General Property market, including opportunities and threats.
* Strong technical knowledge relevant to property operations.
* Knowledge of regulatory requirements.
* Strategic planning and implementation skills.
* Strong people management and team leadership abilities.
* Ability to interpret and analyse financial reports.
* Excellent client-facing and communication skills.
* High decision-making capability and credibility, both internally and externally.
* Experience managing multiple teams across different locations.
* Proven track record in operational excellence, change management, and delivery.
* Reputation for excellence in complex environments.
* Experience achieving targets and driving performance improvements.
* Strong technical background in property operations.
* Relevant professional qualifications (e.g., business, operations, project management) desirable.
* Strong customer focus to develop and maintain client relationships.
* Demonstrates high levels of personal integrity and professionalism.
* Collaborative team player, able to share information and knowledge at all levels.
* Builds positive working relationships within and across teams.
* Solutions-focused approach to deliver against targets.
* Flexible and resilient management style.
* Behaves in a way consistent with the Company’s RESTORE values – Respect, Empowerment, Sustainability, Training, One Crawford, Recognition, and Entrepreneurial Spirit.
* Proactive in identifying and resolving issues.
* Adaptable to change and able to lead others through transformation.
* Upholds company values and promotes a positive culture.