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Hull, Kingston upon Hull, United Kingdom and 5 more Job DescriptionJob Title : National Portfolio Manager ContractType : 12 month Fixed - Term contract starting 01st August Salary :£62376.57 per annum WorkingHours : 37.5 hours per week WorkingPattern :Monday - Friday Location :Hybrid / this role can be based anywhere in the UK Interviews : to take place via Teams on the 17th June If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don'tmeet all the essential criteria on the job description. The difference you will make as aNational Portfolio Manager The National Portfolio Manager will report to the Assistant Director of Operations (Housing with Care) and will play a pivotal role in: •Ensuring our customer experience is central to all decisions made •Uniting, inspiring and developing our people •Leading and working collaboratively in order to deliver our vision, purpose, aspired culture, business plan and strategy As part of the wider Senior Management Team you will be responsible for leading the national managed agent portfolio. Key responsibilities include: •Managing and delivering an integration plan for managed agents and directly managed services, building on best practice in both One Housing Group and Riverside •Influencing and working collaboratively with partners and stakeholders across Riverside and externally •Providing leadership to the operational teams within the managed agent and directly managed portfolios and ensuring they operate within operational and legislative standards •Act as the center of excellence for Managed Agent and Directly Managed services across the Group. •Strategically lead the Managed Agents and Directly Managed functions, ensuring the provision of a high quality, effective customer service which is quality compliant and profitableAbout you We are looking for someone with: Experience of leading and managing a Managed Agents, Directly managed and leaseholder portfolio Track record of success in a strategic senior level role meeting demanding objectives and delivering business performance that exceeds expectations. Experience of leading negotiations with both local authorities and providers of care and support around leases and management agreements. Experience of successfully leading, managing and motivating remote teams including managing team performance. Evidence of effectively managing a key service provision within a complex multi-site organisation. Up to date knowledge of legislation, regulations and standards relating to social and supported housing. Customer focused with excellent communication skills, both verbal and written, with the ability to work at all levels within the business. Why Riverside? At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us. Working with us, you’ll enjoy: Flexible working options available Investment in your learning, personal development and technology A wide range of benefits Diversity and Inclusion at Riverside: We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. This role also falls under our Ethnic Diversity guaranteedinterview scheme. If you are Ethnically Diverse and demonstrateyou meet the minimum criteriafor the role you will be guaranteed an interview. Applications may close before the deadline, so please apply early to avoid disappointment. Role Profile The National Portfolio Manager will report to the Assistant Director of Operations (Housing with Care) and will play a pivotal role in: •Ensuring our customer experience is central to all decisions made •Uniting, inspiring and developing our people •Leading and working collaboratively in order to deliver our vision, purpose, aspired culture, business plan and strategy As part of the wider Senior Management Team you will be responsible for leading the national managed agent portfolio. Key responsibilities include: •Managing and delivering an integration plan for managed agents and directly managed services, building on best practice in both One Housing Group and Riverside •Influencing and working collaboratively with partners and stakeholders across Riverside and externally •Providing leadership to the operational teams within the managed agent and directly managed portfolios and ensuring they operate within operational and legislative standards •Act as the center of excellence for Managed Agent and Directly Managed services across the Group. •Strategically lead the Managed Agents and Directly Managed functions, ensuring the provision of a high quality, effective customer service which is quality compliant and profitableRole Responsibilities Service delivery •Oversee all operational services in the wider managed agent portfolio, ensuring contractual requirements are met and deliver excellent customer services to the following: oManaged agents oDirectly managed oDispersed properties (OHG) oLeased Care Homes, including Baycroft •Oversee operational delivery of housing management services to customers with a tenancy in our directly managed properties. This includes; oEmpty homes management oAllocations and lettings oIncome collection oOngoing tenancy management including Anti-Social Behaviour •Manage and deliver an integration plan for all managed agents services, building on best practice in both One Housing Group and Riverside. •Shape, design and develop a high performing combined managed agent and directly managed team. •Lead the managed agent management team to ensure effective delivery of the wider service •Manage dispersed and mobile teams, role modelling agile and flexible working to deliver a highly proactive service to customers •Build a diverse, high performing and customer focused team, with contemporary ways of working and the right knowledge, behaviours and capabilities that enable the effective delivery of our vision, strategy, and goals. •Actively manage the performance of the managed agent team across a broad geography in order to achieve the objectives of Care and Support and to positively impact upon the customer experience. •Conduct regular reviews of the service, seeking feedback from internal and external stakeholders to continually improve service provision •Ensure the managed agent team delivers on the prescribed key performance indicators and that your team respond to any service improvement plans. •Maintain strategic oversight of leases, management agreements and third party service level agreements for the whole Managed Agent Portfolio, securing legal advice where required and ensuring there is a national register of all leases and agreements upheld on behalf of the group •Act as the senior escalation point for key issues regarding leases, management agreements and service level agreements with external parties, Identifying improvements and ensuring any changes are made and communicated effectively. Centre of excellence •Act as the center of excellence for managed agents and directly managed properties across the Group, ensuring an effective framework of policies, processes and procedures is in place and continually reviewed •As a strategic lead take ownership of the associated policies, procedures, systems and data bespoke to the process, ensuring best practice is identified and proactively shared across the group. •Devise, implement and review effective internal business processes to support the delivery of the service ensuring adherence to statutory and regulatory policies and frameworks, including safeguarding, safety first, equality and diversity •Ensure continuous improvement of the service, collaborating with and seeking feedback from key stakeholders to continually improve the service provision. •Advise the Assistant Director of Operations on issues relating to the management of management and lease agreements in the wider Care & Support portfolio where we deliver services out of buildings we do not own. Stakeholder engagement •Provide strategic representation on key decision making forums, acting as the key advisor regarding entry and exit to the overall portfolio •Oversee the effective onboarding and the exit/decant of units to the Managed Agent Portfolio •Represent the managed agent portfolio in Care and Support’s Asset Strategy Group, deliver recommendations to DIAP where required, and ensure decisions are acted on •Support delivery of the 2023-26 Care and Support Strategy in line with Group Strategy and work closely with colleagues to ensure the operational and customer priorities are reflected in effective and sustainable services. •Provide a consultative service to management colleagues on sensitive and complex matters regarding managed agents •Build constructive relationships both internally and externally and act as the strategic lead for key communications with third parties including commissioners and local authorities. •Develop close working relationships with colleagues in teams across Riverside, including Asset services, to ensure safe and effective delivery of services to customers. •Represent the Group as the most senior managed agent lead at relevant benchmarking forums, conferences, meetings and other external stakeholder groups as required •Deliver a culture of sound financial management ensuring the business is protected and services are delivered effectively and provide value for money. •Take overall accountability for managed agent budgets (setting, managing, reviewing) with responsibility for ensuring budget compliance and key activities with rent and service charge processes •Manage budgetary performance to maximise portfolio profitability identifying opportunities and escalating risks as appropriate •Report progress and recommendations to senior leadership and relevant governance bodies on the performance and cost effectiveness of the service •Improve our operating margin by maximising income, reducing cash leakage from empty homes and arrears, and ensuring effective controls on expenditure Other •Provide reports to the C&S Executive and Committee as required •Provide well informed briefings, reports, advice and support to the Assistant Director of Operations (Housing with Care) •Ensure highly effective communication with all stakeholders that secures understanding and support for requirements, impact and future direction/strategy. •Role model Our Riverside Way, ensuring our ways of working are embedded in all we do and supporting the delivery of our aspired culture. •Participate in a 24/7 senior manager on call rota •From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager. Person specification Experience of leading and managing a Managed Agents, Directly managed and leaseholder portfolio Track record of success in a strategic senior level role meeting demanding objectives and delivering business performance that exceeds expectations. Experience of leading negotiations with both local authorities and providers of care and support around leases and management agreements. Experience of successfully leading, managing and motivating remote teams including managing team performance. Evidence of effectively managing a key service provision within a complex multi-site organisation. Up to date knowledge of legislation, regulations and standards relating to social and supported housing. Customer focused with excellent communication skills, both verbal and written, with the ability to work at all levels within the business. Proven track record of managing the delivery of a high quality customer care service including complex needs customers. Experience of managing the service of third party providers including implementing and monitoring performance management frameworks. Commercially aware with experience of successfully managing large scale budgets adhering to strict financial protocols. Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities. Experience of building and managing effective relationships with a wide range of stakeholders Effective communicator and influencer, which instils confidence with peers, colleagues, boards, and stakeholders Evidence of people leadership and coaching in a diverse service delivery environment. Good analytical, conceptual thinking, strategic planning, and execution skills. Robust verbal and written communication skills including the ability to explain your area of work to the business, including colleagues from outside of your area of expertise in a clear way, Resilient, including the ability to work in a large, complex, and complicated group of businesses with different demands and tensions in a financially constrained environmentAbout UsRiverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.#J-18808-Ljbffr