1. Role Purpose & Overview

Reporting to the Head of Property Management, the Portfolio Property Manager is accountable for the strategic and operational management of a complex, high-profile mixed-use portfolio. The role acts as a senior client and occupier relationship lead, ensuring excellent service delivery, robust financial and statutory governance, effective leadership of multidisciplinary teams and continuous improvement that protects income, manages risk and supports long-term asset value.

This role is office-based. Normal working hours are 9:00am to 5:30pm, Monday to Friday, with one hour for lunch.

2. Key Responsibilities

• Act as a senior point of contact for clients, occupiers and key stakeholders, building trusted relationships and providing clear, commercially focused advice.
• Lead best-in-class property management services across a complex mixed-use portfolio, in accordance with leases, management agreements, client objectives and industry best practice.
• Take ownership of portfolio performance, service standards, KPIs, risk reporting and agreed management plans.
• Provide leadership, direction and support to property managers, building-management teams and external partners, including setting objectives, monitoring performance, coaching and developing colleagues.
• Coordinate Facilities Management, Health & Safety, Security, Property Accounting, Asset Management, Leasing, HR and other specialist teams to deliver integrated portfolio outcomes.
• Maintain oversight of statutory and regulatory compliance, ensuring issues are addressed promptly, risks are escalated appropriately and accurate assurance information is available to clients and senior management.
• Lead the preparation and review of annual service-charge and residential operating budgets, cash-flow forecasts, year-end reconciliations and associated occupier communications in line with RICS guidance and client requirements.
• Monitor operating and capital expenditure against approved budgets, challenge variances and identify efficiencies without compromising compliance, service quality or asset performance.
• Ensure accurate, timely billing and collection of rent, service charge, utilities and other sums due, working with Property Accounting and Credit Control to achieve collection targets and resolve aged debt.
• Oversee lease administration, tenancy data, insurance requirements, legal notices, tenant applications, lease events and property records, ensuring systems remain complete and current.
• Prepare and present concise, accurate client reports, recommendations, asset plans and management information, translating operational and financial data into clear decisions and actions.
• Chair internal asset and property-management meetings, ensuring decisions, minutes and actions are recorded and progressed within agreed timescales.
• Identify and deliver opportunities to improve customer experience, occupier engagement, placemaking, operational efficiency, sustainability and long-term asset value.
• Lead or oversee property mobilisations and demobilisations, ensuring effective due diligence, handover, risk control and continuity of service.
• Support business growth by identifying additional service opportunities, contributing to proposals and presentations and representing the organisation professionally in the market.
• Drive continuous improvement through systems, data, benchmarking and lessons learned, maintaining strong controls and high-quality output across the team.
• Contribute to annual asset business plans, quarterly asset reviews and strategic initiatives, providing property-management insight and recommendations.
• Participate in residential management and the on-call rota where required.
• Comply with the organisation's Integrated Management Systems, including ISO 9001 Quality Management and ISO 45001 Occupational Health & Safety Management.

3. Knowledge, Experience and Skills Required

Knowledge

• Degree-level education or equivalent relevant professional experience, preferably in property or real estate.
• MRICS qualification preferred, with substantial post-qualification experience.
• In-depth knowledge of commercial and residential property management, landlord and tenant matters and relevant UK legislation.
• Strong working knowledge of RICS professional standards and guidance relating to service charges, client money and property management.

Experience

• Significant property-management experience, including responsibility for complex, high-profile or mixed-use assets and demanding client mandates.
• Proven experience managing senior client and occupier relationships and advising on operational, financial, compliance and lease-related matters.
• Demonstrable ownership of service-charge budgets, financial performance, arrears, management reporting and risk controls.
• Experience leading multidisciplinary teams, managing performance and developing colleagues.
• Experience of property mobilisation, business planning, continuous improvement and delivery against KPIs.
• Evidence of identifying value-enhancing initiatives, additional services or business-development opportunities is desirable.

Skills

• Strong leadership and people-management capability, with confidence to set direction, delegate effectively and hold others accountable.
• Excellent relationship-building, communication, presentation, negotiation and influencing skills.
• Commercially astute, with strong financial, analytical and problem-solving capability and sound professional judgement.
• Able to translate complex property, financial and compliance matters into concise recommendations for senior decision-makers.
• Highly organised and self-sufficient, able to prioritise competing demands, manage deadlines and maintain attention to detail.
• Collaborative and customer-focused, able to lead across organisational boundaries and manage multiple internal and external parties.
• Proactive, adaptable and improvement-focused, with confidence using property systems and management data to drive performance.
• Able to travel to and inspect managed properties and access operational areas, subject to reasonable adjustments where required.

4. Key Relationships and Stakeholders

• Head of Property Management, Director of Operations, asset managers and relevant ownership representatives.
• Occupiers, residents and occupier or resident representative groups.
• Senior leadership team.
• Property Accounting, Facilities Management, Health & Safety, Security, Leasing, Legal, HR and other central functions.
• On-site property and building-management teams.
• Professional advisers, contractors, statutory authorities and other external partners.