Overview
When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.
Responsibilities
The Senior Director: Living Operations - Europe leads the operation of a high-performance Living organization for Europe. Maintains the ultimate responsibility for financial performance and achievement of performance goals across all properties and communities. Highly strategic, fast paced, organized and focused on driving scale, consistency and clearly defining business processes (top down). Ensures successful administration of talent management, operational manuals, quality control, governance, sourcing, and supporting investor/owner/client communication activities for Europe. Ensure value creation through resident experience, operational excellence and strategic asset selection. Responsibilities include, but are not limited to:
- Drive Living operations strategy and business generation as the organization continues its growth journey, and directing Living in alignment with broader European Management Services (MS) goals.
- Commitment to champion and implement European MS service delivery standards including consistent business processes and enabling technology.
- Set up and oversee sales and marketing strategy for Living portfolio in close coordination with Asset Management and Regional Business Generation teams.
- Lead all new mobilizations (incl. set up of tools and systems, support recruitment process, marketing strategy, etc.), refurbishments, and operational change projects across the European platform
- Focus on firm/client Environmental goals. Ensure asset level execution and business process compliance for environmental goals and strategies
- Track and elevate within the European and Global org notable market trends/client needs/pain points for opportunities for differentiated Hines service delivery, innovation, and continuous improvements.
- Maintain, identify, and build relationships across key Living sector clients.
- Ensure service delivery is consistent and innovative across markets, in collaboration with central resourcing. Develop KPIs to monitor and proactively identify / address issues to drive continuous improvement.
- Develop and maintain a truly differentiated and consistent Hines Living Lifestyle resident experience for PBSA and other living projects empowered by technology, training, property activation, and hospitality-led service execution. Closely coordinate with Hines Experience teams.
- Oversee all European Living market leaders and ensure execution of operating strategies consistent with European and Global priorities.
- Be highly focused on driving improved efficiency and scalability by leveraging technology, centralization, and clearly-defined business processes, differentiated top of market execution, reputation, and Alpha performance. Bring thought leadership, urgency and critical analysis in assessing market best practices in this area to quickly identify and implement strategies to support this.
- Champion the culture of Hines Living through developing and retaining talent, recognition, and training - supporting career growth for employees across the Living platform.
- Cultivate relationships and actively pursue new business opportunities in coordination with Country Heads and European Management Services leadership.
- Foster a collaborative work environment
- Keep abreast of current changes in technology, processes, and standards; adjust priorities and strategies as needed to elevate Hines and market leading in execution, returns to investors, and resident experience.
- Ensure strict adherence with local market standards, laws, and regulations.
- Represent Hines and Aparto brand in selected business, community, and industry organizations and groups.
Qualifications
Minimum Requirements include:
- Bachelor’s degree from an accredited university.
- Ten or more years’ supervisory experience in residential operations including senior leadership roles, and a minimum of five years in PBSA.
- Experience with summer lettings and/or hostel operations strongly preferred.
- Demonstrated success with new business pursuits including equity developments, acquisitions, and third-party business.
- Experience administering a performance management program, including establishing and tracking key performance metrics to ensure quality across a large management portfolio.
- Experience with best-in-market Living communities.
- Lead employee teams to achieve their highest and best use through interpersonal relationships, evaluation of team members performance, and in accordance with good business practices.
- Comfortability utilizing property management software, word processing, spreadsheet, and database management applications.
- Impeccable integrity and reputation.
- Interact with employees, visitors, and contractors with poise and diplomacy.
- Comply with all company and regional policies, as well as regulatory requirements.
- Maintain a calm demeanor.
- Compose business letters, expositions, summaries, and reports, using proper format, punctuation, grammar, diction and style.
- Speak before an audience with confidence, using appropriate communication skills/style.
- Demonstrate strong initiative and customer service orientation.
- Establish and maintain a cooperative working atmosphere among staff.
- Exchange ideas, information, and opinions with others to formulate policies and programs and/or arrive jointly at decisions, conclusions, or solutions.
- Perform numerical and financial calculations.
- Analyze and interpret various types of data to draw conclusions and solve problems.
- Demonstrate proficiency in Microsoft Office software.
- Ability with other European languages (e.g., French, Spanish, Italian, German) strongly preferred.
- Frequent international travel required.
At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.
While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.
Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.
We are an equal opportunity employer and support workforce diversity.
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