Business Operations Director

DealHub Ltd.; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Holiday allowance

Me Days

Wellness allowance

Private healthcare

Mintago

EV salary sacrifice

Parental leave

Referral bonus

Job summary

HSPG is seeking a senior operations leader for its PPHA platform to drive delivery, lettings and housing management. You will own the post-exchange lifecycle, working with agents and LA partners to ensure high-quality service and seamless handoffs across the organisation.

You will build a best-in-class team, foster a proactive, tech-enabled culture, and deliver strong customer outcomes while supporting growth of the housing portfolio.

Qualifications

• Experience leading operations within a comparable environment.
• Track record managing third-party managing agent relationships at a senior level.

Responsibilities

• Lead, develop and grow a best-in-class operations function.
• Own the full post-exchange lifecycle: delivery, lettings, sales and housing management.
• Hold managing agents to a high standard and ensure smooth handoffs across the flywheel.

Skills

Operations leadership

Third-party management

Customer experience

Job description

HSPG is a social impact real estate company.

Our mission is simple: Building partnerships, creating homes, developing communities.

There is a critical shortage of affordable housing across the UK. We partner with Local Authorities and institutional investors to acquire and manage high-quality, demand-driven homes across multiple tenures.

Across our Living Sector platforms, we are on track to acquire 12,000 homes by 2030. These homes are grouped into portfolios, professionally managed by our team, and funded by long-term institutional capital. We deliver this through two specialist operating platforms: Seahorse and PPHA.

Seahorse acquires, develops and manages homes for homeless residents across England through its Homeless Affordable Rent product, meeting urgent housing need with professionally managed, high-quality accommodation.

North Star: creating over 5,000 homes by 2029.

PPHA, the Group’s Registered Provider, partners with local authorities, housebuilders and investors to deliver Section 106 and grant-funded Affordable Rent and Shared Ownership homes, expanding supply and creating lasting social value.

North Star: creating homes for over 8,000 families or individuals by 2030.

Together, these platforms enable HSPG to meet housing need at scale, creating meaningful social impact for customers and residents, while delivering sustainable, long-term returns for our partners.

The Essentials

Platform: PPHA

Working arrangement: We typically work 4 days in the office, 1 day from home.

Hours: 37.5 hours per week.

Start: ASAP

CORE MISSION

PPHA exists to be part of the solution to the biggest social crisis in the UK: housing. Your job is to make sure every operational decision from exchange to practical completion, and beyond (ongoing housing management) reflects that.

Your core mission is the customer. The families and individuals who live in PPHA homes need a landlord that delivers on its promises, a team that is genuinely professional, and a culture that puts their experience first. You are accountable for all of that.

You lead, develop and grow a best-in-class operations function. You encourage and influence your team in an inspiring, energetic, fast-paced, purposeful environment.

You own the full post-exchange lifecycle: where the transactions team ends, you begin. You drive delivery, lettings, sales and housing management, holding managing agents to a high standard and ensuring the handoff across every part of the business flywheel is seamless.

You are measured by what customers experience, what your team delivers, and how the business grows because of you.

The Benefits

• 25 holiday days per year;
• 4 ‘Me Days’ per year (take a Me Day – focus on you);
• Team social events and trips;
• Wellness allowance of £70 per month to be used for gym, classes, physio or other wellness costs;
• Private healthcare with Vitality;
• Mintago financial platform;
• Drive Electric salary sacrifice;
• Enhanced maternity, paternity and parental leave;
• Employee referral scheme: £2,000 towards a getaway of your choice

Specific Experience

Experience leading operations within a comparable environment. Track record managing third-party managing agent relationships at a senior level.

OBSESS

You Obsess Over

• Customer experience: ensuring every PPHA customer is well-housed, well-supported and receiving an exceptional experience.
• Performance: holding every part of the operating chain to account, from internal delivery teams to managing agents and block managers.
• Continuity: the seamless handoff across the PPHA flywheel, from transactions through delivery, sales and operations, and into the finance and investment function, so nothing is lost between teams.
• AI-enabled systems: building a tech-forward, AI-enabled operational function that is efficient, scalable and future-proofed.

EXCEL

You Excel At

• Problem solving: the ability to take a complex or hard-engrained problem and create innovative solutions that considerably increase efficiency and process time.
• Leadership and people development: measurably improving people through influence, clear coaching, honest feedback and a genuine belief that investing in people’s growth is the most important responsibility a leader holds.
• Third-party management: getting the best from managing agents, block managers and LA partners without losing control or standards.
• Commercial awareness: understanding how operational decisions affect customer outcomes, investor returns and the long-term performance of the platform.

90-day wins

Early traction and strategic control.

• Deep understanding of PPHA’s housing portfolio, operational performance and key relationships (managing agents, LAs, Homes England) developed.
• Full ownership of delivery pipeline, lettings, shared ownership sales and housing management operations established.
• Clear assessment of managing agent contract performance completed, with improvement plan in place where needed.
• Strong relationships built with the team, SLT and key local authority and Homes England partners.
• New performance reporting rhythm implemented and operating effectively.
• Analyse processes within the functions in your area of responsibility and recommend areas for process improvements, deletions, optimisations and automations.

12-month impact outcomes

Material impact and results within first 12 months.

• PPHA’s operational functions running at a consistently high standard across delivery, lettings, housing management and sales.
• Void turnaround times and lettings performance materially improved against a clear baseline.
• Managing agents held to contract standard with escalation processes that resolve issues before they become risks.
• Customer satisfaction and TSM scores improved by at least 25%, with a clear roadmap for continued progress.
• The efficiency and output of the sales function optimised, with clear pipeline management and improved performance across lettings, shared ownership and resales.
• PPHA positioned for portfolio growth with scalable operations processes in place.

Core behaviours

ACCOUNTABILITY

You Are Accountable For

• Post-exchange delivery and handover operations.
• Housing management quality, including managing agent performance (AR and SO).
• The operations of the sales function, including lettings, shared ownership, sales and resales.
• Leadership of the Head of Delivery, Head of Housing and Head of Sales.

You Are Not Accountable For

• Anything pre-exchange, which sits with the Transactions team.
• The investment and finance functions.
• Business operations, including People, Marketing and Brand.