Job Overview:As a Vice President ofPropertyManagementyou’llbe responsible forstrategically managing client relationships byprovidingkey business insights andexpertiseon all client situations that willultimately driveloyalty,profitabilityand long-term client retention.A good VP Property Operationsexhibitsstrong leadership values that epitomize the culture of unparalleled customer service within FirstService Residential.Your Responsibilities:
Oversee and create an environment of ownership and accountability for a team of property leaders responsible for delivering property management products and services to our clients with a focus on exceptional customer service.
Attracts,developsandretainsa diverse team of directors and managers knowledgeable and capable of meeting the property management needs of each client. Supports the onboarding of new leaders.
Provides ongoing support with training,coachingand developing career paths for associates that desire growth opportunities
Regularly influences and mentors Property Leaders and their teams and communicates the importance of having a positive attitude,demonstratingprofessionalismandmaintaininga strong work ethic
Holds self and direct reports accountable for completing property management tasks and activities in alignment with standard operating procedures, and owning issues and solving problems in collaboration with other departments to deliver measurable business results
Conducts ongoing performance management activities by providing constructive feedback and coaching through regular check ins, structured one-on-meetings, mid-year touchpoints and annual reviews
Has a regular team meeting cadence to review key performance indicators, update on company initiatives, discuss client expectations, review financials, address training needs and overall department objectives
Works alongside the leadership team to devise client relationship management plans and relationship building activities based on the classification and importance of each client
Executes on relationship management activities toidentifyclient issues and opportunities and develops detailed action plans to improve the property and client relationship, with special attention onhigh riskaccounts
Partners regularly with sales and contributes highly to developing new business
Models company culture,valuesand brand promise to foster and strengthen client relationships
Acts as a brand ambassador by communicating anddemonstratingthe value and benefits of our products and services
Builds strong relationships with board members who provide leadership to the communities managed by acting as a trusted advisor, bringing key insights and solutions to specificsituationsand following through on commitments with honesty and transparency
Work through, influence and understand the financial and operational goals and objectives for each client including but not limitedto:developer transition, capital improvement projects, financial challenges, board goals and objectives.
Communicates regularly and strategically with board members for the purpose of providing information and influence to gain consensus
Partners with andleveragesinternal cross functional support teams to deliver high quality and prompt customer service that is in line with client expectations
Effectively leads the communication and change management of corporate initiatives that directlyimpactthe portfolio and community manager and the client
Oversees the onboarding of new clients andestablishesgo-forward service expectations
Effectively manages the seamless transition of managers on properties, to prevent any disruption in the levels of service with the client
Takes ownership of controllable key performance indicators for their book of business:e.g.customer experience, client retention, growth, profitability, manager turnover
Is accountable for managing FirstService client contracts and obtainingtimelyrenewals
Responsible formaintaininggrowth and profitability of each account through the addition of new products and services based on client needs and pricing
Participates with senior leadership to develop business plans and supports the delivery of company initiatives to all direct reports in line with strategic objectives
Use of company tools, technology (Connect, Avid, etc.) policies and philosophies in the role and integration to the team and staff.
Works with leadership to review manager property assignments to ensure adequate balance of properties,appropriate workloadand seamless manager transitions
Provide counsel and guidance to Regional Directors and Managers on financial services and optimization for our clients
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Skills & Qualifications:
Bachelor’s degree in business or related field from an accredited college or university
5 to 7 years’ experience in property management, construction or hospitality preferred
Experience in operations, account management or relationship management an asset
Valid state driver's license and state-mandated vehicle insurance.
Demonstrated experience in managing large, complex accounts with multiple clients and stakeholders.
Experience managing director level including development, coaching and performance management
Management of P&L and budgets of 4 million + revenue
Ability to translate organizational change implications and generate a change approach and solutions that drive desired results and client satisfaction
Demonstrated success working with and managing cross-functional teams,committeesand councilsin order toachieve desired results
Excellent decision making and analytical skills to effectively tackle issues or challenges that may occur daily
Excellent communication skills to ensure clear and effective delivery of changes, solutions or updates to the client and the portfolio and community manager
Excellent leadership skills to coach,develop and motivate portfolio and community managers and other direct reports at all times
Excellent time management skills to meet deadlines and display efficiency
Critical thinking, problem solving, judgement and decision-making abilities are necessary.
Proficiencyin computer programs like Microsoft Office, Outlook and Windowsrequired.
Ability to work with sensitive and/or confidential information.
What We Offer :As a full-time exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental,andvision. In addition, you will be eligible for time off benefits, paidholidaysand a 401k with company match. Occasional travel may berequiredto attend training and other company functions.Compensation : $130,000 - $150,000 Annually