Head of Operations and Resident Experience

Trinity Talent Solutions; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

Trinity Talent Solutions is seeking a Head of Operations and Resident Experience to lead a portfolio of active lifestyle communities across Australia. You will drive strategic and operational leadership, maximise asset performance and investor returns while ensuring outstanding resident engagement and services.

You will oversee a team of regional managers, manage budgets, forecasts and reporting, and coordinate development opportunities across the asset portfolio.

Qualifications

• Several years’ experience in multi-site operational management.
• Experience in retirement living, hospitality, facilities management, accommodation or land lease communities.
• Strong commercial acumen and practical business application.
• Customer-focused approach delivering exceptional resident experiences.
• Proven leadership and development of operational teams.
• Financial and operational management with budgets, forecasting and reporting.

Responsibilities

• Oversee operational and financial performance across assets.
• Lead, develop and support a high-performing operational management team.
• Ensure residents receive exceptional service across communities.
• Contribute to acquisitions, disposals and recruitment planning.
• Prepare reports for boards and investment committees.
• Manage arrears and budgets including capex.
• Coordinate development opportunities across the portfolio.
• Oversee smooth onboarding of new assets and integration.
• Develop annual Asset Plans and forecast portfolio performance.
• Collaborate with Finance to address variances and reporting.
• Engage stakeholders across the broader business.

Skills

Multi-site operations

Commercial acumen

Leadership

Budgeting and forecasting

Stakeholder management

Resident experience focus

Job description

Head of Operations and Resident Experience

Our client specialises in the development, management and operation of active lifestyle communities. Through its innovative community model, the organisation creates high-quality environments for residents seeking an engaging and rewarding lifestyle as they move into retirement.

With a growing portfolio of communities and assets, the organisation is now seeking a Head of Operations and Resident Experience to join its leadership team and contribute to its continued growth, operational performance and resident-focused strategy. This role can be based in Sydney, Melbourne or Brisbane.

About the role

As the Head of Operations and Resident Experience, you will work closely with the executive team to provide strategic and operational leadership across the organisation’s portfolio of assets under ownership and management. You will be responsible for maximising asset performance and return on investment while ensuring consistently high levels of service and engagement for residents. The role will oversee the operational and financial performance of the portfolio while leading and supporting a team of Regional Managers.

What will you be doing day to day?

Overseeing the operational and financial performance of the organisation’s assets.

Leading, developing and supporting a high-performing operational management team.

Ensuring residents receive an exceptional level of service across the communities.

Contributing to the review of acquisitions, disposals and recruitment requirements.

Preparing reports and providing updates to boards and investment committees.

Managing arrears and delivering profit and loss and capital expenditure budgets

Coordinating development opportunities across the asset portfolio.

Managing the smooth transition of newly acquired assets, including employees, systems, reporting and policies.

Preparing property and portfolio performance forecasts and updates as required.

Working closely with the Finance team to address budget-to-actual variances with your managers.

Preparing detailed annual Asset Plans for each community, as well as plans for newly acquired properties.

Ensuring the Operations team is effectively integrated with the broader business.

Monitoring and improving resident satisfaction through surveys, feedback and other engagement measures.

What do you bring?

Several years’ experience in multi-site operational management.

Experience in one or more relevant sectors, such as retirement living, hospitality, facilities management, accommodation or land lease communities.

Strong commercial acumen and the ability to apply sound business knowledge in a practical environment.

A customer-focused approach and a genuine commitment to delivering exceptional resident experiences.

Proven experience leading, developing and supporting operational teams.

Strong financial and operational management capability, including experience with budgets, forecasting and performance reporting.

A collaborative leadership style and the ability to build effective relationships with a broad range of stakeholders.

Please note that applicants must be legally entitled to work in Australia.