Director of Residential Operations – PRS Sector (London)
MCR Property Group
The Opportunity
MCR Property Group is seeking an experienced Director of Residential Operations – PRS Sector to lead and optimise the day-to-day operational performance of our growing national PRS portfolio. This is a senior leadership role focused on operational excellence, resident experience, and scalable service delivery across a diverse and expanding residential platform.
This role is ideal for a proven PRS or residential operations leader who excels in managing multi-site portfolios, leading on-site and central teams, and embedding best-in-class operational standards across lettings, property management, and facilities management functions.
About MCR Property Group
MCR Property Group is a leading independent real estate investment and development company with offices in London, Manchester, Birmingham, and Glasgow. We deliver high-quality new-build and conversion schemes across residential and industrial sectors and manage a diverse, multi-billion-pound portfolio. Our current holdings include more than 7,500 residential plots and a significant commercial and industrial asset base valued in excess of £2 billion.
We are entrepreneurial, fast-paced, and focused on long-term value creation, offering a compelling environment for senior operational leaders within the PRS sector.
Role Overview
The Director of Residential Operations (PRS) will have full accountability for the operational performance, service delivery, and resident experience across MCR’s Private Rented Sector (PRS) portfolio. The role spans mobilisation, lease-up, stabilisation, and steady-state operations, ensuring that all assets operate efficiently, compliantly, and in line with brand and service standards.
You will lead lettings, residential management, and facilities management functions, ensuring consistent execution, strong financial performance, high resident satisfaction, and effective risk management across the portfolio.
This is a highly visible leadership role, working closely with asset management, development, finance, and senior stakeholders to ensure operational delivery supports long-term asset performance.
Key Responsibilities
Residential Operations Leadership
- Provide overall leadership and governance across all PRS operational activities.
- Ensure consistent implementation of operating standards, policies, and procedures across all sites.
- Take ownership of day-to-day performance across lettings, block management, and facilities management functions.
- Act as senior operational escalation points for complex resident, building, or service issues.
Mobilisation, Lease-Up & Stabilisation
- Lead mobilisation planning for new PRS schemes, including staffing models, systems, processes, and compliance readiness.
- Oversee lease-up activity to ensure occupancy, income, and service targets are achieved.
- Support pricing, leasing velocity, and renewal strategies aligned with local market dynamics.
- Ensure smooth transition from mobilisation into stabilised, business-as-usual operations.
Resident Experience & Service Excellence
- Champion a resident-first operating culture across all developments.
- Drive continuous improvement across the full resident journey, from enquiry and onboarding through to renewal.
- Ensure consistent handling of complaints, service recovery, and resident communications.
- Support community-building initiatives that enhance resident engagement, satisfaction, and retention.
People Leadership & Capability Building
- Lead, mentor, and develop high-performing central and on-site teams.
- Set clear performance expectations and KPIs for operational teams and managing agents.
- Build scalable team structures and succession plans to support portfolio growth.
- Foster a culture of accountability, professionalism, and service excellence.
Financial & Operational Performance
- Own operational budgets, forecasting, and cost control across the PRS portfolio.
- Drive improvements in rent collection, arrears management, void reduction, and cost efficiency.
- Monitor and report on key operational KPIs including occupancy, NPS, arrears, service levels, and maintenance performance.
- Identify operational efficiencies and value-enhancing initiatives in collaboration with asset management.
Compliance, Risk & ESG
- Ensure full compliance with health & safety, fire safety, building safety, data protection, and landlord obligations.
- Maintain robust governance and audit frameworks across all residential operations.
- Embed ESG principles into operational delivery, including resident wellbeing, sustainability, and social value initiatives.
- Manage operational risk and ensure readiness for regulatory change.
