Senior Portfolio Operations Manager

Hyperion Partners Limited; Greater London; On-site; GBP 90,000 - 140,000; Full time

Job summary

Hyperion Partners Limited is seeking a Senior Portfolio Operations Manager to lead a prestigious residential concierge portfolio across London and the UK. The role requires a strong background in luxury hospitality, premium concierge services, and front-of-house leadership to deliver five-star service and exceptional resident experiences.

You will develop high-performing teams, set SOPs, KPIs, and budgets, manage client relationships with senior stakeholders, and drive continuous improvement and

Qualifications

• Senior leadership experience within luxury environments
• Track record managing portfolios or multiple sites
• Experience delivering five-star service standards
• Strong client relationship management with senior stakeholders
• Proven ability to set and monitor KPIs, SLAs and budgets
• Commercial acumen including P&L ownership and cost control
• Experience leading onboarding, mobilisation and continuous improvement
• Excellent communication and presentation skills
• Understanding of health and safety, security, risk and compliance in hospitality
• Attention to detail and passion for exceptional customer experiences

Responsibilities

• Oversee operational and commercial performance of a portfolio of prime residential concierge operations
• Set and maintain five-star service standards and professional resident experiences
• Lead, mentor and develop Front of House Managers and teams
• Maintain strong client relationships and lead performance reviews and service improvements
• Develop and implement SOPs, KPIs, SLAs and quality assurance frameworks
• Manage portfolio budgets, financial reporting and operational efficiencies
• Lead new contract mobilisations, recruitment, readiness and delivery
• Drive resident-focused initiatives and community engagement
• Ensure compliance with health, safety, security, and regulatory requirements
• Support business development, tenders and growth opportunities

Skills

Senior leadership

Portfolio management

Five-star hospitality

Client relationships

Budget management

P&L accountability

Operational excellence

Communication skills

Risk & compliance awareness

Staff development

Job description

Hyperion Partners is partnering with a leading real estate client to appoint an experienced Senior Portfolio Operations Manager to oversee a prestigious portfolio of prime residential concierge operations across London and the wider UK.

This is a senior leadership opportunity for an individual with a strong background in luxury residential, five-star hospitality, or premium concierge services. The successful candidate will take ownership of operational performance, lead and develop management teams, and ensure consistently exceptional service standards across a portfolio of high-end residential developments.

You will play a pivotal role in shaping the resident experience, strengthening client relationships and driving operational excellence, commercial performance and future growth.

The role

As Senior Portfolio Operations Manager, you will provide strategic and operational leadership across a portfolio of premium residential concierge services. You will be responsible for ensuring service excellence, developing high-performing teams and maintaining strong commercial and client outcomes.

Working closely with clients, site teams and senior stakeholders, you will drive continuous improvement, introduce best practice and ensure every development delivers a personalised, discreet and consistently high-quality resident experience.

Key responsibilities

• Portfolio leadership: Oversee the operational and commercial performance of a portfolio of prime residential concierge operations across multiple locations.

• Service excellence: Establish and maintain exceptional five-star service standards, ensuring a personalised and professional experience for residents and clients.

• Team leadership: Lead, mentor and develop Front of House Managers and their teams, promoting accountability, engagement and high performance.

• Client relationships: Act as the senior operational point of contact, leading client meetings, performance reviews and service improvement initiatives.

• Operational standards: Develop and implement SOPs, KPIs, SLAs, site audits and quality assurance frameworks to maintain consistent delivery.

• Commercial management: Take responsibility for portfolio budgets, P&L performance, financial reporting and operational efficiencies without compromising service quality.

• Mobilisation and implementation: Lead new contract mobilisations, ensuring effective recruitment, operational readiness, training and service delivery.

• Resident experience: Introduce innovative concierge services, lifestyle initiatives, resident events and community engagement activities.

• Compliance and risk: Ensure compliance with health and safety, security, risk management and relevant regulatory requirements.

• Business development: Support tenders, presentations, service proposals and new business opportunities, while driving contract retention and growth.

About you

We are looking for a confident and commercially minded leader who understands the expectations of luxury residential environments and knows how to translate exceptional service standards into consistent operational performance.

You will ideally demonstrate:

• Significant senior management experience within five-star hospitality, luxury residential, premium concierge or high-end Front of House operations.

• A proven track record of managing multiple sites or a portfolio of residential concierge services.

• Experience leading managers and developing high-performing teams across multiple locations.

• A strong understanding of luxury service delivery, resident engagement and client relationship management.

• Experience implementing operational procedures, service standards, KPIs, SLAs and quality assurance processes.

• Commercial acumen, including budget management, P&L accountability and financial performance.

• Experience managing contract mobilisations, operational change and continuous improvement initiatives.

• Excellent communication, influencing and presentation skills, with the credibility to engage senior clients and stakeholders.

• A strong understanding of health and safety, security, risk and compliance within residential or hospitality environments.

• Exceptional attention to detail, professional presentation and a genuine passion for delivering outstanding customer experiences.

The opportunity

• A senior leadership position with a leading real estate client.

• Responsibility for a prestigious portfolio of prime residential developments.

• The opportunity to shape and enhance a premium residential concierge service offering.

• A role combining strategic leadership, operational delivery, commercial responsibility and business development.

• A collaborative environment with the opportunity to influence service standards and support future growth.

Interested?

Please note: Due to the high volume of applications we receive, if you have not heard from us within 48 hours of submitting your application, please consider your application unsuccessful on this occasion. Thank you for your interest in the opportunity and for taking the time to apply.