We are expanding our team and looking for a new all-star Head of Operations to join us in a modern office a stone’s throw from Bond Street.

Position Summary

Working closely with the CEO, The Head of Operations lives for ’The How’. Reporting to the CEO , they oversee the operational activities of the business and ensure that the team  is productive, has everything they need to excel in their roles as well as ensuring fantastic client service and sales delivery. Duties include working with other senior leaders, subject matter experts and consultants for strategic planning, objectives and goals. Collating, analysing and reporting on performance metrics and data to ensure that the business is on track or can be time and cost efficient. Ensuring that staff are all aware of operational best practices and tactics to drive operational excellence and foster a culture of continuous improvement for business growth. 

Functions Responsible For:

• Client Service & Sales Delivery 
• Sales & Marketing
• Operations 
• People
• Facilities
• Governance and Administration
• Finance

Client Service & Sales Delivery

• Responsible for ensuring a high level of service and quality is provided across the business
• Responsible for setting standards and benchmarks for quality of client service and role performance through collaboration with the CEO
• Responsible for quality through Standard Operating Procedures (SOPs), ensuring these are adhered to, and up to date as part of continuous improvement 
• Aptitude for thinking creatively and sharing those ideas with the CEO and Head of Sales
• Ability to interact with and gain the trust of senior clients if required or to step in for the CEO when required during periods of absence
• Serve as a point for client-service philosophy; ensuring quality work from the team in order to meet/exceed client expectations 
• Demonstrates commitment to the industry, agency and clients by mastering industry knowledge and trends and understanding clients’ business needs.
• Acts as a point of escalation for clients or core team members to ensure that service levels are delivered at a high level, effectively resolving conflict with clients and within teams.

Sales & Marketing

• Collaborates with the CEO and Head of Sales to drive business results to hit or exceed financial goals. 
• Leads marketing strategy and campaigns via organic channels, digital paid advertising, company PR and media with subject matter experts to ensure sales enablement 
• Demonstrates ability to successfully network and outreach for new clients and partnerships
• Actively participates in business development, presentations and proposals with partners or suppliers, identifying new opportunities for revenue generation, and represents the company in business meetings.
• Responsible for the internal and external branding of the company ensuring brand guidelines are followed

Operations 

• Responsible for delivery and performance of the business through leadership with the CEO and and Head of Sales
• Responsible for operational excellence; identifying staffing issues and needs, adopts or creates processes, documentation, and templates to meet those needs.
• Identifies/Integrates innovations in communication
• Communicates in a way that inspires confidence and influences colleagues to take action towards shared goals or to make change. 
• Leads and manages internal or external projects using resources and capabilities effectively 
• Collaborative spirit to bring people together to drive towards the best outcome for clients and the company.
• Alongside the head of sales, analyses data and performance through reporting to provide historical and live results, supporting day to day operations and strategic planning
• Ensuring KPIs and metrics are tracked, measured, benchmarked and utilised strategically with the support of the head of sales
• Sets goals and targets for departments / functions by collaborating with leaders and ensuring these are met or exceeded
• Responsible with the head of sales to ensure the rota is planned in advance, managed and is resourced appropriately
• Creating and delivering presentations to the team and business leaders to be able to support understanding and steer direction of the business agenda and decisions.
• Excellent decision making ability taking into account all stakeholders across clients, team members and the business
• Responsible for leading a culture of continuous improvement with the support of the head of sales

People

• Actively contributes to the people management within the business
• Establishes strong relationships with team members and key clients, keeping their pulse on what is happening within the business and what is relevant for clients
• Working closely with the business leaders, subject matter experts or consultants to devise and execute the people development strategy within the business to achieve long term goals to stand out from the competition
• Focuses and drives employee training, development, engagement and retention
• Responsible for recruitment strategy and organisational planning, with a focus on the future vision of the business with key collaboration with the CEO and Head of Sales.
• Leading direct reports and other leaders to ensure that people management strategies and processes are followed for great culture as well as a fair and happy working environment
• Embraces cultural values; active participation and advocates for diversity and inclusion
• Leads performance management and appraisal process of team members through their lines managers and support from the CEO, subject matter experts or consultants.
• Delivers 121s, goal setting and appraisals for any  direct reports 

Facilities & Partnerships

• Responsible for a safe and comfortable work environment for people.
• Liaising with partners, suppliers and building landlords to keep the standards of the facility to a high and safe standard
• Managing and negotiating contracts with partners and suppliers
• Ensuring that all staff have an understanding of Health & Safety via policies procedures and training

Governance & Administration

• Stays up to date with current legislation and levels of compliance to ensure the company is compliant
• Shared responsibility with the CEO for, Health and Safety, GDPR, People (HR) and Cybersecurity with support from the head of sales and subject matter experts/ consultants
• Responsible for leading the administration of the business ensuring compliance and that files or drives are organised. 

Finance

• Working with the CEO to understand the financial forecast and budgets to support creation and execution of finance goals and targets. 
• Responsible for management of client billable services by staying ahead of issues and being proactive to ensure project profitability.
• Ensuring employee resource is at a sufficient level for the financial impact to be profitable
• Responsible for understanding and executing accounts and payroll processes

Job Requirements

• Fluency in English (Russian speaking would be an advantage)
• Experience within in a service and sales based industry
• Strong ability to lead people in everyday operations through consistency and positive attitude
• Self-starter qualities with ability to work with minimal supervision in a small entrepreneurial team
• Technically savvy, able to learn new systems quickly
• Project management experience
• Strategic Planning ability, are organised,with an eye for detail, as well as the ability to prioritise
• Ability to exercise sound judgement and offer solutions
• Resilient, positive, and friendly, team player
• High level of energy with a strong desire to succeed and develop in the field
• Property background would be to your advantage

Behavioral Competencies Required

• Organisation & Time Management
• Strategic Planning
• Relationship Building
• Flexibility & Curiosity
• Business Acumen
• Communication
• Emotional Intelligence

Schedule: Full Time – Monday – Friday

Location: Hybrid – office based in Central London with the opportunity to work from home one – two days per week

Benefits:

• Competitive Salary
• Discretionary Annual Bonus
• Ability to Work From Home 
• Pension
• Professional Development Courses 

AZ Real Estate is a long-established and highly respected boutique real estate advisory company that offers residential property and property investment opportunities in London for clients from across the globe. Founded in 2012 by Alisa Zotimova, our company has transacted and advised clients across all the property sectors, including office, retail and development finance, with particular recent focus on residential sales.

Here are the words our team use to describe the culture – Professional, Supportive, Friendly, Trusting, Energetic and People Focused 

How to apply: Send us your CV and a Cover Letter/Email to joinus@azrealestate.uk  indicating “Head of Operations” in the subject line. No other format of applications will be considered. We look forward to hearing from you!