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Divisional Director of Operations

Salary Competitive + Benefits + Bonus + Car Allowance
Location Hybrid across Midlands and East Anglia
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in {x} days at {xx:xx} BST.

The Vacancy

Divisional Director – Services Operations

Location: Field-based (Coventry) with travel across the Midlands and East Anglia.

We are seeking an experienced and commercially astute Divisional Director to lead our Services Operations across a diverse residential property portfolio. This is a senior leadership role combining strategic oversight with hands-on operational delivery, ensuring exceptional service standards, strong financial performance and an outstanding customer experience across multiple developments.

This role is field based, with Coventry as a central location, and requires regular travel across the Midlands to maintain a visible leadership presence within developments and teams.

About the Role
As Divisional Director, you will lead a team of Operations Managers and wider service professionals, driving performance across property management, customer experience, compliance and community engagement. You will play a key role in shaping and delivering the customer proposition, ensuring developments are well-managed, compliant and thriving communities for homeowners.

You will be responsible for both the strategic direction and day-to-day operational performance of your division, working closely with cross-functional teams in a matrix structure to deliver consistent, high-quality services.

Key Responsibilities

  • Lead, develop and inspire high-performing operational teams across the division
  • Drive a customer-focused culture, ensuring excellent service delivery and high satisfaction levels
  • Oversee the effective management of a residential property portfolio, ensuring compliance with all policies, legislation and safety standards
  • Maintain a strong presence across developments, building relationships with colleagues, homeowners and stakeholders
  • Ensure all service level agreements and key performance indicators are consistently achieved
  • Take ownership of divisional performance, including customer satisfaction, compliance, defects, budgets and occupancy
  • Lead on property management activities including maintenance, defect resolution, planned preventative maintenance and contractor performance
  • Oversee health and safety, including fire safety, across all developments within the division
  • Manage complex projects and change initiatives from planning through to delivery
  • Act as the senior escalation point for customer issues, ensuring timely and effective resolution
  • Promote collaboration across Operations, Care, Sales and other internal teams to support wider business performance
  • Drive continuous improvement by identifying trends, resolving root causes and implementing long-term solutions
  • Lead recruitment, development and performance management of Operations Managers and wider teams

About You

  • Proven experience in a senior operational leadership role within a customer-focused environment
  • Extensive experience managing a leasehold residential property portfolio
  • Strong leadership capability with a track record of developing high-performing teams
  • Excellent stakeholder management skills with the ability to influence at all levels
  • Strong commercial awareness, with experience managing budgets and driving performance
  • Confident in managing complex projects and delivering change initiatives
  • Ability to work effectively in a matrix environment across multiple teams and functions
  • Strong communication skills, both written and verbal
  • Highly organised with the ability to manage a large, dispersed team

Qualifications and Experience

  • Minimum 3 years’ experience operating at a senior leadership level
  • At least 5 years’ experience in residential property management
  • Relevant professional qualification such as IRPM, ARMA, MTPI or CIH preferred
  • Experience managing remote and hybrid teams
  • Experience in project delivery and performance management

Why Join Us

  • Opportunity to take on a highly visible leadership role within a growing organisation
  • Ability to shape service delivery and influence strategic direction
  • Work across a large and diverse property portfolio
  • Make a meaningful impact on customer experience and community living

If you are a strategic leader with strong operational expertise and a passion for delivering exceptional service, we would like to hear from you.

 

About Us

As the UK’s leading developer and manager of retirement communities, we provide high quality homes to exacting specifications. As of January 2025, McCarthy Stone operates over 545 developments across the UK for more than 24,200 people.

We believe in championing the role, wellbeing, and happiness of older people in society. We help our customers have a better later life, so they feel more connected, recognised, and valued than ever. In late 2020 we launched the McCarthy Stone Charitable Foundation to support local causes that help older people in need across Britain.

We are proud to have been certified as a Great Place to Work 2025 as well as making the Great Place to Work Wellbeing list!

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