Head of Operations & Strategy (Housing and Property)

This job has now expired
Great Smith Street, London
Salary £66,572 p.a.plus market rate supplement

Retirement housing services at The Pension Board are changing, integrating and aligning housing management with asset management and breaking down old boundaries to create a cohesive offer.

This is therefore a new, pivotal and high-profile opportunity, responsible for the development of the core business of Pensions Board Housing – housing and asset management services. You will develop the asset strategy for the future, together with the development of the maintenance & repairs services, mindful of a unique, dispersed property portfolio and our customers.

You will provide direction and inspirational leadership, outstanding management, financial control and advice and guidance. You will be coming into this role to ensure that systems, people and processes are aligned to deliver a top quality and efficient service.

An appreciation of our customers who given their lives to ministry, understanding that our business model is about providing accommodation and services to older people who will grow older in their homes and who will want to live as independently as possible is key, as is your insight into how housing services and asset management need to work in harmony for the benefit of our customers. You are likely to have a senior track record in housing and or property operations, and will also have a tangible offer when it comes to developing and implementing strategy.

First stage interviews will be held on the 18th January 2019

Second stage interviews will be held on the 4th February 2019

Further information is also available at : https://www.campbelltickell.com/careers_archive/the-church-of-england-pensions-board-head-of-operations-and-strategy/

Dimensions and Limits of Authority:

  • One of three Heads of Business reporting to the Head of Housing responsible for the development of the core business of Pensions Board Housing - housing and property management services
  • Limited management/supervision of this post – acts independently and proactively
  • Directly reports to Housing Committee and Board in respect of recommendations for implementing strategic change.
  • Key relationships with other Heads of Department and staff at all levels within the Board and throughout the NCIs. Numerous external relationships with stakeholders for CHARM
  • Departmental Budget Manager for Housing Services and Asset Management – Assets value over £300m

Challenges of the Role:

This role is designed to align two separate service delivery operations managing our core business into a cohesive housing service. We are seeking to develop an excellent customer experience against the backdrop of a sustainable housing offer.

The role requires a breadth of vision, strategic and innovative problem solving and thinking within a general framework of strategic direction in situations where there are often aspects which are ambiguous, intangible or unstructured. A significant degree of evaluative judgement is required in relation to risks and issues, with the ability to identify the potential impact of a wide range of changing and potentially conflicting internal and external factors. t is a role which requires the ability to operate with minimal managerial guidance.

You will be direction setting, planning and prioritising over a number of years to ensure the service achieves its strategic goals, reviewing and adjusting to take account of the risks and opportunities presented by a changing internal and external world environment. This is a new, pivotal and high-profile role within the department, responsible for providing strategic leadership, safe, quality housing and the development of the asset strategy.

In addition, you will need excellent leadership abilities to manage and develop your teams, while providing expert technical advice. You will also be responsible for continually liaising with customers, partners, contractors and colleagues to ensure performance standards are achieved.

Key Duties and Responsibilities :

Job Specific Accountabilities:

  • Provide strategic leadership to the delivery of asset management and housing services, covering a portfolio of over 2000 properties that includes but is not limited to: Shared Ownership, Rental & Mortgage customers.
  • Providing strategic leadership and a road map for the delivery of asset management services, developing the strategy to ensure the long-term planning, provision and sustainability of the housing assets with a value of over £300m. Providing safe, quality housing, together with a quality maintenance repairs service.
  • Ensure continuous tangible improvements to front line services and ensure services procured externally, meet agreed quality standards.
  • Providing strategic leadership to the delivery of leaseholder services and commercial lets. Ensure that policies and processes for shared ownership and leasehold management are compliant and in line with current legislation.
  • Ensure that the capacity to respond positively to change is enhanced, ‘traditional thinking’ is challenged and innovative solutions are pursued throughout the area of responsibility
  • Advise the Head of Housing, Committees and the Board on issues relevant to the service. Provide challenge and advice to colleagues, managers and partner organisations
  • Develop and manage stakeholder relationships. Ensure the service has good relationships with other service areas, customers, the public and the media.
  • Develop and implement ‘business as usual’ innovation practices

Generic Accountabilities :

  • Develop the business plan to ensure that implementation achieves a cohesive service across both housing and property operations aligned to our overall strategy and objectives
  • Direct, develop and control the service. Responsible for decision making and management of the service
  • Provide leadership and direction for the service, to ensure the delivery of timely and appropriate services to customers whilst mentoring staff through change.
  • Direct and control the financial expenditure and integrity of the service, ensuring value for money.
  • Meet strategic/operational requirements, internal and external reporting requirements and ensure compliance with external legislation and regulations
  • Direct and implement a comprehensive risk management programme for the service
  • Plan and direct / sponsor significant strategic programmes, projects and initiatives, both within the service area and across department and Pensions Board
  • Ensure the development and implementation of policy, systems, processes, performance criteria, governance frameworks and procedures within area of responsibility.
  • Identify, secure, deploy and manage the resources necessary for the service to meet / exceed its objectives
  • Promote equality and inclusion across all service provision

Essential behaviours:

  • Visionary, ability to step into the future and articulate the benefits of change to others
  • Authoritative, but does not rely on status
  • Authentic, does what they say
  • Resilient
  • Inquisitive, wants to identify and address root cause of issues
  • Ethical
  • High energy/ positive
  • Empathy with social housing ethos
  • Willing and able to participate at every level of the organisation to ensure business continuity and a high level of customer service

Proven Knowledge, Skills and Experience



  • Commercially astute and experienced senior housing professional skilled in leadership, asset management, strategy and operations.
  • Strong technical background with sound understanding and knowledge of current legislation, particularly in relation to property compliance.


  • Appropriate degree or equivalent qualification in a related housing or technical field, and/or demonstrable equivalent experience.

Has knowledge of:

  • What a first-class level of customer service looks like and how functions, processes and technology can be designed to deliver that service
  • A range of transformation tools and techniques which can be used to embed change in areas such as culture, processes, technology, etc

Has Experience of:

  • Significant operational leadership experience in a public or private sector organisation
  • Identifying how innovative ideas in other contexts can be applied and work effectively in a new setting
  • Understanding and experience of applying levers of behaviour and culture change
  • Experience of working across a range of business areas
  • Experience of designing and delivering strategies
  • Strategic and operational planning and resource management
  • Proven problem analysis and problem-solving capability
  • Good financial and statistical analysis skills


  • Proven change management leadership on significant scale in a commercial or not for profit sector
  • Systematic evidence of getting results through others, coaching and supporting colleagues to achieve their potential
  • Solid risk management experience, administering and facilitating effective and dynamic corporate risk management frameworks
  • Experience of working with and supporting Boards and Committees
  • Experience of operating within regulatory, ethical and/or statutory environment
  • Excellent stakeholder management skills
  • Understanding and experience of effective supply chain management to help drive value for money

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As we are a member of the Armed Forces Covenant, we welcome all applications from those you have served in our Armed Forces and their families

We are committed to building a culturally diverse workforce. As part of this commitment, we welcome applications from people, regardless of their background. As a Disability Confident committed employer, it is important to note that there may be occasions where it is not practical or appropriate to interview all disabled applicants who meet the minimum criteria* due to high volume. We limit the amount of interviews conducted to five applicants per open post we advertise.

*Where applicable depending on post requirements.