BTR Operations Director

Position: UK BTR Operations Director
Location: Ware

JLL empowers you to shape a brighter way . Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.

Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. UK BTR Operations Director, Property & Asset Management Reports into:
Head of Residential UK Direct Reports:
Operational Asset Manager The BTR (Build-to-Rent) Operations Director is responsible for overseeing the day-to-day operations of build-to-rent residential portfolios, ensuring exceptional resident experience, operational efficiency, and financial performance across multiple properties. This role has direct line management responsibility for Operational Asset Managers who oversee designated assets. What your day to day will look like:
Strategic Leadership and Portfolio Oversight Provide strategic direction for the operational performance of the residential portfolio in the UK. Set operational standards, performance targets, and strategic priorities that cascade through the Operational Asset Manager team to individual properties. Develop and implement portfolio-wide operational strategies that align with JLL's residential business objectives and enhance overall asset performance. Partner with the Head of Residential UK to deliver the strategic vision for residential operations.

Management of Operational Asset Managers Lead, develop, and performance-manage a team of Operational Asset Managers responsible for designated assets. Establish clear accountability frameworks and KPIs for the Operational Asset Manager team. Conduct regular performance reviews, provide mentorship, and identify development opportunities. Ensure consistent application of operational standards across all Operational Asset Managers and their respective properties. Lead Weekly Asset Management Team Meetings Chair and facilitate weekly operational meetings with the Asset Manager team to review portfolio performance, discuss strategic priorities, and coordinate cross-functional activities.

Set meeting agendas that drive accountability, decision-making, and progress on key initiatives. Ensure effective communication flow between operational teams and senior leadership. Track action items, resolve escalated issues, and maintain momentum on portfolio-wide projects. Create a collaborative forum for sharing best practices, addressing challenges, and aligning operational approaches across the team. Financial Performance and Commercial Management Consolidate and oversee budgeting, forecasting, and financial reporting across the UK portfolio through the Operational Asset Manager structure.

Monitor aggregate and property-level performance metrics including occupancy rates, net operating income, expenditure, and resident retention. Drive revenue optimisation and cost management initiatives across the portfolio while maintaining service quality. Work with Head of Residential and Finance teams on monthly business financial performance reports and update to senior leadership. Operational Excellence and Standardisation Develop and maintain operational policies, procedures, and best practices that Operational Asset Managers implement across their portfolios.

Establish service delivery standards and quality benchmarks for property management, maintenance, and resident services. Create frameworks for consistent operational reporting and performance monitoring across all properties. Drive operational efficiency through process improvement and technology adoption. Ensure alignment with JLL's quality standards and client service expectations. Resident Experience Strategy Define the resident experience vision and standards for the portfolio in line with JLL's service excellence commitments.

Work with Operational Asset Managers to ensure consistent delivery of exceptional resident services across all properties. Monitor resident feedback mechanisms and ensure responsive action to resident concerns. Position JLL as a leader in BTR resident experience. Compliance, Risk & Governance Ensure all operations comply with UK legislation and relevant regulatory standards across the portfolio. Note that day-to-day FM and health & safety compliance is overseen by the dedicated FM and H&S teams, and building safety is managed in partnership with the dedicated Building Safety Lead;

this role is primarily accountable for legislative compliance at a portfolio level. Implement risk management frameworks and escalation protocols through the Operational Asset Manager layer. Maintain governance structures for operational decision-making and issue resolution. Oversee insurance compliance, claims management, and incident…