Operations & Service Manager

About Greystar:
Greystar is a leading, fully integrated global real‑estate platform offering expertise in property management, investment management, development and construction services in institutional‑quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $300 billion of real estate in more than 265 markets worldwide, with offices across North America, Europe, South America and the Asia‑Pacific region. Greystar is the largest operator of apartments in the United States, managing over one million units/beds globally.

Greystar’s assets under management total nearly $79billion, including over $35billion of development assets and over $36.5billion of regulatory assets. To learn more, visit

The Central Operations and Delivery Manager (COSM) is the senior leader of the UKST Central Team, accountable for the operational performance, quality and continuous development of the team across all five core disciplines. The COSM has full line‑management responsibility for the Central Assistant Manager(s) and CCSA cohort, owns the relationship between the Central Team and site operations, and is the primary driver of the centralisation programme’s performance targets – including productivity savings, SLA adherence and service quality.

The COSM operates as a key member of the UKST operational leadership group, contributing to strategic decisions on team design, function scope and the technology roadmap.

• Team Leadership & Performance
  • Provide day‑to‑day leadership to the Central Team, setting clear priorities, managing individual and team performance through the Greystar performance framework and holding regular team meetings.
  • Line‑manage the Central Assistant Manager(s), conducting regular 1:1s, annual appraisals and development planning.
  • Manage team capacity and resourcing, ensuring the rotating pool model operates effectively across all five disciplines and all live properties.
  • Identify and implement training and development opportunities, ensuring team members build expertise across all function areas over time.
  • Drive a culture of accountability, high standards and continuous improvement within the team.
• Operational Delivery & Quality
  • Ensure the team meets agreed SLAs across all five disciplines (sales, debt, finance admin, resident experience, G&A) across the full live portfolio.
  • Own and maintain all Central Team SOPs, ensuring documentation is current and understood by the team.
  • Conduct regular quality audits of team output – Entrata data, correspondence, referral packs, reports – and implement corrective action where required.
  • Act as the final internal escalation point for all Central Team cases below the ROM/OD threshold.
  • Manage the onboarding of new properties onto the centralisation model, coordinating with site CMs and ROMs on process transition, SOP training and go‑live readiness.
• Sales & Renewals Oversight
  • Oversee leasing and renewals performance across the portfolio, monitoring conversion rates, occupancy risk and pipeline health.
  • Work with the ROM and Central Sales function to align the Central Team’s leasing activity with portfolio occupancy strategy.
  • Ensure the summer leasing cycle and annual renewals campaign are planned, resourced and executed to target.
• Debt & Finance Administration Oversight
  • Own arrears performance for the Central Team portfolio – monitoring KPIs, identifying systemic issues and driving resolution.
  • Approve payment plan exceptions above the CAM tier, in line with the two‑tier approval framework.
  • Oversee the ACT referral pipeline, ensuring accuracy, completeness and appropriate escalation to the ROM.
  • Ensure ledger accuracy and reporting integrity across all live properties in Entrata.
• Resident Experience & G&A Oversight
  • Ensure welfare referral pathways are operating correctly, with clear escalation routes to site teams, ROMs and external agencies.
  • Monitor resident satisfaction performance (NPS, review platforms) at portfolio level and work with ROMs and site teams to address systemic issues.
  • Oversee G&A compliance workflows (council tax, HMO licences), ensuring deadlines are met and risks are escalated…