Assistant Director of Operations

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

• A track record of leading diverse teams in complex organisations.
• Strong communication and influencing skills, with the ability to build trust at all levels.
• Strategic thinking and problem-solving skills, with experience turning plans into results.
• Solid knowledge of housing and the challenges facing London's communities.
• A customer-first mindset, driving service improvements that make a real difference.
• A collaborative, inclusive leadership style, committed to developing people and promoting equality.

• Taking direction from the Chief Customer Officer and Chief Property Officer on priorities for London, be a visible leader in galvanizing teams to collaborate effectively to deliver successful outcomes.
• Responsible for developing and delivering London's communication strategy to ensure clear, inclusive messaging, that keeps everyone informed and helps reduce unnecessary contact from customers and partners.
• Ensure a common understanding of our plans and priorities for London as well as ensuring a comprehensive understanding of our phased approach to improvements in the years ahead.
• Build trust in our services by leading and facilitating service improvements on the common pain points for customers in London, including lift management, service charges, complaint management, environmental services and repairs.
• Strengthen team collaboration by creating opportunities to engineer and grow intuitive collaboration across all teams to deliver a comprehensive response to customer, homes and neighbourhood matters. Ensure swift resolution to issues and capture learning for continuous improvement.
• Utilise customer and stakeholder feedback and insights, drilling into root cause analysis, and facilitate process reviews that improve the customer journey and experience. Demonstrate to customers and stakeholders how their feedback has influenced change.
• Strengthen our brand identity in London and ensure all colleagues feel part of Riverside.
• Implement the overarching London People Plan through the London Leaders Group. Empower colleagues to make 'every contact count', doing the right thing, at the right time, to get the right results for customers by listening, acting and showing respect.
• Promote and encourage participation in the Colleague Voice Forum and other colleague network groups, to drive strong representation from London colleagues.
• Ensure colleagues are aware of, and take advantage of, organisational development opportunities.
• Develop comprehensive emergency response procedures for all our high-risk buildings in London, ensuring colleagues are equipped to manage the response and customers are clear on our approach, accountabilities and the support they will receive. Take the lead on managing Level 3 emergencies when they occur.
• Have oversight of service improvement plans across operational teams in London and join up actions to drive greater results and efficiencies where possible.
• Take the lead on Managing Agents, supporting the business change team to develop clear processes and systems to effectively manage these contracts, driving value for money for customers, whilst ensuring services are delivered and compliance with legislation and regulation is achieved.

• Responsible for the ongoing development and implementation of the comprehensive Stakeholder Relationship Management Matrix for London, which includes MPs, Councillors, Local Authorities, GLA, London Assembly, Tenants Groups, Peer Groups and Campaign Groups.
• Work with stakeholder Accountable Leads, to develop strong working relationships with stakeholders, equipping them with the skills, knowledge and key messages to build positive partnerships for the benefit of customers and communities.
• Empower our people with key messages when communicating with external stakeholders and partners.
• Have an overview of member enquiries, ensuring swift response and resolution, stepping in where necessary, to ensure we maintain a positive reputation as a proactive and trusted RP.
• Work closely with Tenants & Residents Associations and other customer groups across London to ensure their voices shape our plans and priorities. Show accountability for the services we deliver, and use positive customer feedback to improve perceptions and build trust.

• As a member of the Customer Service Leadership Team, take an active role in influencing plans and strategies, highlighting and responding to the London context.
• Facilitate the London Leaders Group, ensuring plans and priorities are collectively shared and owned with clear accountabilities for delivery.
• Be an active member of the National Leadership Group, contributing to business strategy and planning, ensuring the London context is evident in plans and priorities.
• Provide timely reports to senior leaders and the governance community on plans and progress in London.
• Monitor success measures for London, working with London Leaders to ensure improvement plans are driving performance metrics and report on these periodically throughout the year.

• Effective communicator and influencer, who instils credibility and confidence in peers, colleagues, boards, and stakeholders. Robust verbal and written communication skills.
• Excellent analytical, strategic, conceptual thinking, strategic planning, and execution skills.
• Deep understanding of current and emerging practices relating to the housing sector with a good working knowledge of the specific challenges that exist within London housing market, utilising that knowledge to drive and improve our business.
• The ability to lead and manage people across directorates so that colleagues are highly engaged and committed to the vision of the business.
• Resilient, including the ability to work in a large, complex, and complicated group of businesses with different demands and tensions in a financially constrained environment.
• Proven ability to provide leadership to a large and diverse group of colleagues.
• Wide ranging understanding of the context of social housing and the challenges it faces including knowledge of regulatory and legislative frameworks including those related to the wider social housing sector.
• Experience delivering effective housing and leasehold management, repairs and maintenance, and/or building safety services.
• Evidence of strong customer focus, active listening and responding to business needs in a complex service delivery environment.
• Evidence of effective leadership and coaching in a diverse service delivery environment.
• Experience of building and managing effective relationships at a senior level including committees, partners and a wide of range of stakeholders.

• Evidence of continued professional development
• Membership of a relevant professional organisation

Riverside