Malgorzata Osak
Wokingham
Summary
Results-driven finance professional with a proven track record of rapid progression, advancing from Client Accountant to Head of Client Accounts at Kinleigh Folkard & Hayward. Fully MARLA-qualified, with specialized expertise in supporting Build to Rent (BTR) landlords. Instrumental in driving portfolio acquisitions, managing seamless system migrations, executing complex bank reconciliations, and onboarding new landlords. Highly proficient in MRI CML , Propco an Reapit . Known for thoroughly analysing discrepancies, resolving complex issues, and enhancing financial controls in fast-paced environment.
Overview
8
8
years of professional experience
2017
2017
years of post-secondary education
Work history
Head of Lettings Client Accounts
Kinleigh Folkard and Hayward
2025.02 - Current
- Led a team of 28 across lettings client accounts, accounts payable, accounts receivables, credit control and Build To Rent ensuring precise financial processing and strict compliance with client money protection regulations.
- Managed all financial operations for new acquisitions, including onboarding accounts, setting up bank accounts, and migrating data into new property management systems.
- Oversaw comprehensive daily, weekly, and monthly reporting on client funds, arrears, and account performance to drive operational and strategic decision-making.
- Authorized daily payment runs, ensuring the accurate and timely distribution of rents, deposits, contractor payments, and landlord disbursements.
- Conducted rigorous bank reconciliations across multiple client accounts, maintaining full audit trails to ensure absolute financial accuracy.
- Managed HMRC Non-Resident Landlord Scheme payments and performed in-depth data analysis to track arrears trends and implement process improvements.
Client Accounts Manager
Kinleigh Folkard and Hayward
2023.02 - 2025.02
- Directed day-to-day Client Accounts operations, implementing highly efficient processes for timely and accurate financial transactions.
- Led, coached, and mentored a team of Client Account Specialists, actively monitoring performance metrics and driving comprehensive training programs.
- Prepared detailed financial reports for management, ensuring strict adherence to accounting regulations and up-to-date lettings legislation.
- Processed and analyzed highly specific monthly performance reports tailored for specialist landlords and Build to Rent (BTR) Investors.
- Managed escalated client queries and complaints, resolving complex issues promptly to maintain superior customer service standards.
- Contributed to company-wide strategic planning by identifying and executing opportunities to improve departmental efficiency and accuracy.
Dual Team Leader
Kinleigh Folkard & Hayward
2022.07 - 2023.02
- Oversaw both Residential Lettings and Build to Rent (BTR) accounting teams, balancing diverse client requirements across multiple systems (CML and Qube).
- Assumed total financial responsibility for the residential lettings accounts of a rapidly growing BTR client portfolio, strictly adhering to daily deadlines.
- Managed the creation, implementation, and documentation of new departmental processes and standard operating procedures.
- Set team goals, monitored KPIs via daily viewpoints, and reported on performance metrics to senior management.
- Facilitated client meetings, managed specialized reporting, and liaised with external providers and solicitors to execute required legal actions.
- Executed comprehensive training programs for new staff members in strict alignment with company procedures.
Team Leader
Kinleigh Folkard & Hayward
2021.01 - 2022.07
- Oversaw day-to-day team operations, setting clear goals, delegating tasks, and establishing strict internal deadlines.
- Fostered an inspiring, open-communication team environment, organizing team-building activities and encouraging creative problem-solving.
- Monitored team performance metrics, actively recognizing high performance and rewarding staff accomplishments.
- Conducted training needs assessments, providing targeted coaching to motivate team members and enhance productivity.
- Facilitated feedback sessions to actively listen to team members and efficiently resolve any internal issues or conflicts.
- Supported broader operational goals by continuously evaluating processes and implementing strategies to mitigate financial risk.
Senior Client Accountant
Kinleigh Folkard & Hayward
2019.10 - 2021.01
- Process any instructions following external and/or internal agreement between parties i.e
- Make decisions both independently and collaboratively based on reasoned arguments, supported by evidence with a clear business benefit
- Weekly & monthly updates to the Department Manager on Aged Debt Reports produced by our software system
- To regularly check our internal coordinator system, CML, each day and respond to the queries generated
- Responsible for a portfolio of lettings branches who have agreed terms of business with client landlords
- Update landlords with tax approvals and refund tax where appropriate, within given time frame
- Managing general client, tenant and KFH branch queries and where necessary liaising with the respective team members to establish accurate information
- Liaising with landlords, tenants and tenant guarantors verbally and in writing, where rent arrears exist and securing settlement as soon as possible
Client Accountant
Kinleigh Folkard & Hayward
2018.07 - 2019.10
- Processed daily bank statements, direct debits, and incoming receipts, ensuring compliance with the Direct Debit Guarantee Scheme.
- Prepared monthly income and expenditure reports, while updating daily reporting systems and rigorously tracking Aged Debt.
- Acted as the primary financial contact for a portfolio of lettings branches, resolving general client, tenant, and internal KFH branch queries.
- Inputted new tenancy data into the CML database, ensuring all stringent criteria were met prior to completion.
- Processed accurate deposit returns, deregistered deposits on the TDS website, and handled tax refunds for landlords within strict timeframes.
- Conducted daily credit control activities, communicating with tenants and guarantors to recover rent arrears efficiently.
Client Accountant
LiFE Residential
2017.10 - 2018.07
- Managed end-to-end accounts payable and receivable operations, including disbursing payments and entering purchase invoices.
- Reconciled landlord and contractor accounts to maintain accurate financial records and rapidly resolve discrepancies.
- Executed stringent credit control procedures to actively chase and recover overdue rents and debts.
- Processed accurate and timely deposit refunds while successfully managing tenant account references.
- Handled escalated landlord account queries, providing detailed financial breakdowns to ensure complete customer satisfaction.
- Authorized and processed contractor payments in strict alignment with internal compliance standards.
Education
Bachelor of Arts (B.A.) - Accounting and Finance
Middlesex University
LondonMARLA -
Member of the Association of Residential Letting Agents
Skills
- Finance: Financial reporting, Cashflow management, Arrears analysis, Bank reconciliation, Financial auditing
- Operational: Process improvement, Problem solving, Data analysis, Team Leadership
LANGUAGE
English Proficient (C2)
Fluent
Polish Proficient (C2)
Native
Timeline
Head of Lettings Client Accounts
Kinleigh Folkard and Hayward
2025.02 - Current
Client Accounts Manager
Kinleigh Folkard and Hayward
2023.02 - 2025.02
Dual Team Leader
Kinleigh Folkard & Hayward
2022.07 - 2023.02
Team Leader
Kinleigh Folkard & Hayward
2021.01 - 2022.07
Senior Client Accountant
Kinleigh Folkard & Hayward
2019.10 - 2021.01
Client Accountant
Kinleigh Folkard & Hayward
2018.07 - 2019.10
Client Accountant
LiFE Residential
2017.10 - 2018.07
Bachelor of Arts (B.A.) - Accounting and Finance
Middlesex University
MARLA -
Member of the Association of Residential Letting Agents