Director of Operations - Residences

We are seeking a dynamic and experienced Director of Operations – Residence to oversee the overall operations, facilities management, resident relations, service delivery, and asset performance across a large-scale residential town development. The role is responsible for ensuring the residence environment is efficiently operated, well-maintained, and aligned with best-in-class town management standards while delivering exceptional resident experience, regulatory compliance, and strong financial performance.

Key Responsibilities

• Lead the day-to-day operations across the residential town, ensuring a safe, well-maintained, and high-quality living environment for all residents and stakeholders.
• Develop and implement town management strategies that enhance resident satisfaction, service quality, and operational efficiency.
• Ensure all rules, regulations, and governance frameworks are effectively communicated, enforced, and regularly reviewed across the town.
• Build and maintain strong relationships with residents, owners, tenants, service providers, developers, and relevant authorities.
• Establish and manage centralized resident communication channels, ensuring timely resolution of inquiries, complaints, and service requests.
• Develop and execute an annual calendar of town-wide events, engagement programs, and resident initiatives that promote a strong sense of belonging.
• Conduct regular inspections across the town to ensure cleanliness, safety, landscaping, infrastructure condition, and overall presentation standards are maintained.
• Oversee all facilities management operations including maintenance, utilities, landscaping, waste management, security, and cleaning services across the town.
• Collaborate with engineering leadership to implement preventive and predictive maintenance programs for infrastructure, public realm assets, and buildings.
• Manage service providers and contractors across multiple assets, ensuring compliance with SLAs, contracts, and approved budgets.
• Ensure full compliance with all health, safety, environmental, legal, and regulatory requirements across the town.
• Lead emergency response and incident management across the town, ensuring proper reporting, corrective actions, and preventive measures.
• Identify and implement opportunities to improve operational efficiency, enhance public realm assets, increase resident satisfaction, and optimize operating costs.
• Ensure all modifications, infrastructure works, and alterations are properly reviewed and approved through governance and authority processes.
• Prepare monthly management reports covering operational performance, resident feedback, maintenance activities, service delivery, initiatives, and financial performance across the town.
• Support strategic planning, budgeting, forecasting, and long-term asset performance optimization.
• Manage departmental and operational budgets, ensuring expenditures remain within approved financial parameters.
• Monitor service charge recovery, operational costs, and revenue streams while ensuring full compliance with financial governance and reporting standards

Skills

Qualifications & Experience

• Bachelor’s degree in Property Management, Business Administration, Hospitality Management, or a related field.
• Minimum 2–3 years of experience as director or manager of residences, hospitality operations, or a related field.
• Proven experience managing residential communities, mixed-use developments, townships, or large-scale properties.
• Strong knowledge of contract management, budgeting, resident relations, and community engagement.
• Excellent leadership, communication, stakeholder management, negotiation, and problem-solving skills.
• Strong understanding of health, safety, legal, and regulatory compliance requirements.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Proficiency in Microsoft Office and property/community management systems is preferred.

Competencies

• Resident and customer focused
• Strong operational leadership
• Community engagement and relationship building
• Commercial and business acumen
• Excellent organizational and planning skills
• Analytical and detail-oriented
• Strong stakeholder management and communication skills
• Results-driven with sound decision-making ability
• Ability to work independently and lead cross-functional teams