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About the Role

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.

Responsibilities

Provide day-to-day leadership to the Central Team, setting clear priorities, managing individual and team performance, 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.
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 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, co-ordinating with site CMs and ROMs on process transition, SOP training, and go-live readiness.
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.
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.
Ensure welfare referral pathways are operating correctly, with clear escalation routes to site teams, ROMs, and external agencies.
Monitor resident satisfaction performance at portfolio level and work with ROMs and site teams to address systemic issues.
Oversee G&A compliance workflows, ensuring deadlines are met and risks are escalated promptly.
Maintain strong working relationships with site Community Managers and Assistant Managers, acting as a trusted operational partner.
Provide regular performance reporting to the ROM/OD on team KPIs, SLA performance, arrears, leasing, and team health.
Contribute to the UKST leadership group on centralisation programme development, scope evolution, and the technology roadmap.
Follow established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organisational standards, and operational processes.
Demonstrate appropriate safe behaviours by immediately reporting any safety issues.
Identify areas for improvement, offer suggestions to improve efficiency and productivity, and implement ideas that achieve operational excellence.
Keep abreast of current changes in technology, processes, and standards within the industry and area(s) of responsibility.
Represent the Central Team in cross-functional forums as required.
Lead the phased expansion of Central Team function scope, targeting full coverage of all programme disciplines by September 2026.

Requirements

Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint); confident with data, analytics and reporting.
Strong proficiency in Entrata or equivalent property management system.
Detailed knowledge of UK landlord/tenant legislation, residential lettings and debt recovery processes.
Working knowledge of UK HMO licensing, council tax exemption frameworks and the PBSA regulatory environment.
Understanding of IOSH/NEBOSH or equivalent Health & Safety obligations in a residential setting.
Significant experience in operations leadership within PBSA, residential lettings, hospitality or a related multi-site service environment.
Demonstrated success in leading, developing, and performance-managing a multi-disciplinary team.
Strong commercial awareness with experience managing to budget, occupancy, and revenue performance targets.
Proven ability to design, document, and embed operational processes and SOPs across a team.
Excellent written and verbal communication skills; able to engage confidently with stakeholders from site teams to senior leadership.
High level of organisational capability — able to manage multiple workstreams, deadlines, and competing priorities.
Change management capability: able to lead through ambiguity and bring teams with them during process transition.

Skills

Property Management
Team Leadership
Performance Management
Operational Delivery
Quality Assurance
Sales Oversight
Debt Management
Finance Administration
Resident Experience Management
Stakeholder Management
Reporting
Process Improvement
Change Management
Entrata
Microsoft Office Suite

Location

Work Type

Full-time

Experience Level

Senior Leadership

Education Level

Degree-level education or equivalent professional experience

About the Company

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 globally with offices throughout 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.
Across its platforms, Greystar has nearly $79 billion of assets under management, including over $35 billion of development assets and over $36.5 billion of regulatory assets under management.
Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business.
Our continued success depends on our people. If you are looking for a career that values dedication, collaboration, and integrity, we are looking for you!
Greystar is a vertically integrated real estate company offering expertise in property management, investment management, and development & construction globally.
Today, we are the largest rental housing operator and developer in the US and one of the largest global investment management companies delivering industry-leading services to investors, clients, and residents.
As a Greystar team member, you will hear a lot about our Core Values. They are the values we live and work by, reflecting who we are and the quality of our relationships.
We believe in always going that extra step for our residents, clients, investors, and each other.
Integrity: We stay true to the highest ethical standards and principles, and are honest, trustworthy, humble, and respectful in all of our words and actions.
Equality: We celebrate individual differences, encourage diversity of thought, provide equality of opportunity, and cultivate an environment where all individuals are seen, treated, and valued equally.
Professionalism: We proudly present a positive, dignified, and businesslike image at all times through our appearances, behavior, and interactions with others.
Accountability: We take responsibility and accept ownership for our words, actions, tasks, and results, and respectfully hold others to the same standard.
Service: We make service our top priority by giving our time, knowledge, and experience to serve the needs of our customers, community, and team members.
Teamwork: We work together to accomplish goals, solve problems, and enrich our work environment.

Equal Opportunity

Equality: We celebrate individual differences, encourage diversity of thought, provide equality of opportunity, and cultivate an environment where all individuals are seen, treated, and valued equally.