Head of Operations

• Sep 2022 - Present

Senior Operations Manager

• Sep 2020 - Nov 2022

Assemble specialises in building and operating property in the emerging Build to Rent asset class. The Assemble mission is to provide fairer, more financially accessible, better-designed housing in Australia and do so by taking a socially conscious and patient approach to property development, delivering homes that are enduring in design, and enriched by locality and community.As Senior Operations Manager I am responsible for the delivery of property operations and resident services driving operational, commercial and financial initiatives. Key accountability for meeting revenue meeting revenue targets and sales performance, operational targets, business strategy and planning, service delivery, customer satisfaction, compliance, workforce management, and staff leadership.

Regional Operations Manager

• Mar 2016 - Sep 2020

Urbanest specialises in building and operating student accommodation and was the leader in paving the way for Purpose Built Student Accommodation (PBSA) in Australia. Urbanest has operations throughout Adelaide, Brisbane, Melbourne and Sydney.Reported to the Operations Director, tasked with overseeing regional operations initially across Australia and then for Melbourne and Adelaide as we grew and re-structured. Key accountability was given for meeting revenue targets and sales performance, operational targets, business strategy and planning, service delivery, customer satisfaction, compliance, workforce management, and staff leadership. I also:• Directed and led the operational, financial and revenue strategy behind a region that rapidly grew to include a portfolio of six properties with 2,700 beds.• Achieved key performance metrics for NOI/Revenue, sales targets (including occupancy and financial occupancy), staff turnover/attrition, customer satisfaction targets, WHS targets, compliance and audits. Ensured that all deliverables were aligned with the wider strategic annual business plan.• Represented Urbanest during major deal pursuits • Sat on the leadership team to discuss long-term strategic direction of Urbanest Australia, whilst meeting short-term goals. More recently, involved in contingency plans following the COVID-19 impact.• Fostered relations with cross functional teams that includes sales, finance, IT, facilities and customer experience.• Led and supported the State Operations and Property Operations Managers to deliver outstanding customer experience and day-to-day stakeholder relations to all educational institutions, industry bodies, government contacts and associated commercial stakeholders.• Oversaw a workforce of 50 team members from junior to senior management, successfully building a high-performing and engaged team, lower attrition rates, and emphasis on talent development.

General Manager

• Aug 2013 - Mar 2016

As General Manager I was responsible for the delivering results for the properties in Melbourne. Full accountability was given for ensuring the properties met P&L, operational, revenue, and service goals whilst actively engaging and leading stakeholder relationships and driving the opportunity to improve service delivery.I also:• Took ownership for an operational portfolio that was targeted to deliver significant growth whilst working closely with the wider leadership team to map future goals and direction of the business moving forward.• Built and executed the customer experience plans on a day-to-day basis, creating, implementing and driving customer engagement initiatives to deliver exceptional levels of customer and stakeholder satisfaction.• Met the delivery of sales, revenue and profitability growth in line with annual business plans. Increased occupancy rates to upwards of 98% resulting in a strong and healthy revenue pipeline.• Drove cross-functional relations with marketing, finance, I.T., facilities, HR, sales, and customer experience.• Acted as the Property Operations liaison with the Development team and other internal and external stakeholders to ensure the on-time and on-spec delivery of new properties i.e. operational readiness.• Liaised with the Facilities Director on asset management, planned and reactive maintenance, and OHS/WHS compliance.• Oversaw staff complement of up to 15 FTEs, ensuring the region was properly staffed with motivated individuals and that the team had the required support from HR for building and developing on their skill sets.

Service and Sales Manager

• Jun 2011 - Jul 2013

Unite Students is the trading name for The Unite Group PLC, a London Stock Exchange listed Real Estate investment trust and a constituent of the FTSE 250 Index.Reported to the Regional Operations Manager, tasked with overseeing a property portfolio of 2,200 beds. Key accountability was given for ensuring exceptional levels of service delivery were achieved whilst managing costs of delivery and overseeing all teams/stakeholders involved in maintaining each asset.I also:• Served in the capacity of a City Service and Sales Manager for Glasgow UK, successfully overseeing a city portfolio of 2200 beds and specific property management of 1,200 beds to achieve budget and P&L goals.• Championed a service delivery model where the student experience was at the forefront of everything. Led performance improvement and customer satisfaction action plans to drive service delivery.• Responsible for delivering on city and regional sales plans to achieve targeted occupancy in collaboration with the regional leasing teams and Regional Sales Manager. • Built and maintained positive working relationships with key University stakeholders, local authorities and local communities, and served as a key point of contact.• Worked in close collaboration with the maintenance team on service level goals and led Contractor management including safety, service, planned and reactive maintenance projects.• Forward planned the changes needed for upgrades and improvements to property, ideally leveraging from the Summer to utilise the holiday vacation period and therefore minimise disruption.• Embedded OHS/WHS best practice model coupled with a safety-first culture.• Oversaw teams of up to 20 direct reports that included maintenance, cleaners, customer service team and supervisors. Worked with HR on personnel matters and issues including staff performance issues.

Customer Service Expert

• Jan 2009 - May 2011

• Manage and prepare all purchase orders for the properties using Oracle system • Train, coach and develop members of the team on various aspects – complaint handling, sales, systems training, arrears process. Responsibility for inducting and training new members of the team. • Ensuring consistent and excellent customer service is provided to all customers• Motivating and influencing the team to achieve KPI’s• Conducting viewing appointments and ensuring they are consistently delivered to a high standard across the team• Responsibility for turning round properties for new customers checking in• Ensure there is adequate resource across the properties, plan a rota, manage holidays• Responsibility for planning cyclical works such as inspections, arrears process, customer engagement drives• Role model in the city being a champion for sales, processes, procedures and systems and the sole point of contact for assistance should anything go wrong • Complaint handling and ensuring there is a process in place to follow them through from start to finish

Hospitality Assistant/Customer Service Advisor

• Apr 2006 - Jan 2009

• First point of contact for all customers dealing with all customer related issues in a timely, professional manner• Assisting customers in a courteous and professional manner ensuring they have the best customer experience• Ensuring that properties are presented to the required high standard• Conducting show flat viewings and converting to a booking• Conducting flat meetings and managing flat disputes• Undertaking general administrative duties