Chief Operating Officer

The Rolebpha is seeking an accomplished and commercially minded Chief Operating Officer to join its Corporate Leadership Team and play a central role in shaping the organisation’s future. As one of bpha’s most senior executive leaders, the Chief Operating Officer will be accountable for translating corporate strategy into strong organisational performance, improved customer outcomes and sustainable operational delivery. The COO will also be an Executive Member of the bpha Board, contributing directly to strategic decision-making, organisational governance and the long-term direction of the business.Working closely with the Chief Executive, Board and Corporate Leadership Team, the COO will shape and lead bpha’s operating model, ensuring that customer-facing services, property and compliance, customer experience, digital, data and technology work together as one connected and effective system.The COO will lead the development of bpha’s customer, asset and property strategies, ensuring they support the wider corporate strategy and deliver measurable improvements for customers. They will also take ownership of the continued development of the operating model, improving integration, efficiency and accountability across services while maintaining a strong focus on customer outcomes and value for money.A key priority will be leading transformation across operations, customer services, property, compliance, digital, data and technology. The COO will champion the use of data, insight, technology and AI to improve productivity, service quality and customer experience, while ensuring that operational plans, investment and transformation activity deliver clear and measurable business benefits.The role carries organisation-wide accountability for operational performance, customer outcomes, service quality and regulatory compliance. Following bpha’s C1 consumer grading, there is a clear platform from which to build, but the organisation remains ambitious about improving the experience and quality of service it provides to customers. The COO will play a pivotal role in driving that improvement, ensuring bpha continues to meet the Regulator of Social Housing consumer standards and Housing Ombudsman requirements while strengthening operational risk management, business resilience, service assurance and regulatory readiness.As a key member of the Corporate Leadership Team and an Executive Member of the Board, the COO will influence corporate decision-making, business planning, investment priorities and organisational risk. They will act as a trusted executive partner to the Chief Executive and Board, while leading a high-performing senior operational leadership team with broad accountability for service delivery, performance, transformation and customer outcomes.The Personbpha is looking for a strategic, visible and influential executive leader with significant experience operating within a complex, customer-focused and regulated environment. The successful candidate will bring a strong track record of improving operational performance, leading large-scale transformation and delivering sustainable organisational change.You will combine strategic thinking with strong operational leadership, demonstrating the ability to balance long-term direction with effective day-to-day delivery. Commercial judgement, financial awareness and a clear understanding of value for money will be important, alongside the ability to use data, technology and insight to improve decision-making, service delivery and customer experience.You will be an experienced people leader with a strong record of building high-performing senior teams, developing leadership capability and creating cultures of accountability, collaboration, learning and continuous improvement. The ability to create pace, establish clear ownership and bring together different functions around shared organisational priorities will be essential.Strong stakeholder management skills will also be critical. You will be comfortable operating with Boards, regulators, local authorities, partners, contractors and resident groups, and will bring the credibility, judgement and communication skills required to represent bpha effectively at the most senior level.This is a role with significant organisational influence, autonomy and accountability, offering the opportunity to shape bpha’s future operating model and ensure the organisation remains customer-focused, financially resilient, regulatory compliant and fit for the future.For more information, please contact Tom Neely at tomneely@neemarsearch.com or Eliot Jeffries at eliotjeffries@neemarsearch.com / 07985 791149 at Neemar Search.Our Commitment to Inclusionbpha is committed to building a diverse, inclusive and values-led organisation. We welcome applications from individuals of all backgrounds, experiences and perspectives. Our recruitment process is fair and accessible, ensuring equal opportunities for all candidates.As a Disability Confident employer, we are happy to make reasonable adjustments throughout the process. Please let us know if there is anything we can do to support you.By submitting your application, you consent to Neemar Search sharing your details with relevant third parties as part of the recruitment process.