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Region Director - Canton, United States - FirstService Residential
Description
Location field must contain 'city, state' or a zip code to perform a radius search (e.g.,Denver, CO
or
City and state must be separated by a comma followed by a space (e.g.,
Houston, TX )
FirstService Residential
Region Director
in
Canton ,
Massachusetts
Job Responsibilities
The
r
egional
d
irector
willbe responsible forstrategically managing client relationships by providing key business insights andexpertiseon all client situations that willultimately driveloyalty,profitabilityand long-term client retention.
This individual will alsooversee and create an environment of ownership and accountability for a teamofcommunitymanagers responsible for delivering property management products and services to our clientswith a focus on exceptional customer service.
A regional director must be adaptable and is always looking to motivate and inspire others to do their best.The job duties listed are typical examples of the work performed by positions in this job classification.
Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.
People ManagementAttracts,developsandretainsadiverseteam ofmanagersknowledgeable andcapable ofmeetingtheproperty managementneeds of each client. Supports the onboarding of newcommunitymanagers.
Providesongoing supportwith training,coachingand developing career paths for associates that desire growth opportunities
Regularlyinfluences andmentorscommunitymanagers and their teamsand communicates theimportanceof having a positive attitude,demonstratingprofessionalismandmaintaininga strongwork ethic
Holdsself andmanagersaccountable forcompleting property management tasks and activities in alignment with standard operating procedures,andowning issues andsolving problems in collaboration with other departments to deliver measurable business results
Conductsongoingperformance managementactivitiesby providing constructive feedback and coachingthroughregularcheck ins, structuredone-on-meetings, mid-yeartouchpointsand annual reviews
Has a regular team meeting cadence toreview key performance indicators,update oncompany initiatives,discuss client expectations,review financials,address training needsandoveralldepartment objectives
Relationship Management
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
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
Buildsstrong relationships with board members who provide leadership to the communities managed by acting asa 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 consensusPartners 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 directlyimpactthecommunitymanager and theclient
Oversees the onboarding of new clients andestablishesgo-forward service expectations
Effectively manages the seamless transition ofmanagers on properties, to prevent any disruption inthelevelsof servicewith the client
Operations Management
Takesownership of controllable key performance indicators for their book of business:e.g.customerexperience,clientretention,growth,profitability,managerturnover
Is accountable for managing FirstService client contracts and obtainingtimelyrenewals
Responsible formaintaininggrowth and profitability of eachaccountthrough the addition ofnew products and services based on client needsand 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 reviewmanager property assignments to ensure adequate balance of properties,appropriate workloadand seamless manager transitionsReviews board packets, financialreportsand other related client deliverables in support of themanager or asrequired,based on an agreed upon schedule
Regular attendance and punctuality are essential functions for the role.
Supervisory Responsibility
Community Managers,SupportStaff
Education & Experience
Bachelor'sdegree inbusiness or related field from an accredited college or university
5 to 7years' experienceinpropertymanagement,construction orhospitalitypreferred
Experience in operations, account management or relationship management an asset
Validstatedriver'slicense andstate-mandatedvehicleinsurance.
Possesses and maintains certification from CCAM or CAI in the field of property management strongly desired.(Region to edit if licenserequired)
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill and/or ability required.
Demonstrated experience in managing large, complexaccountswith multiple clients and stakeholders.
Ability to translate organizational change implications and generate a change approach andsolutions that drivedesired results and client satisfaction
Demonstrated success working with and managing cross-functional teams,committeesandcouncilsin order toachieve desired results
Excellent decisionmaking andanalytical skillsto effectively tackle issues or challengesthat mayoccurdaily
Excellentcommunication skills to ensureclear and effectivedeliveryof changes, solutions or updates to the client and thecommunitymanager
Excellent leadership skillstocoach,develop andmotivatecommunitymanagers and otherdirectreportsat all times
Excellent time management skillsto meetdeadlines and display efficiency
Physical Requirements / Working Environment
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Must be able to lift 25lbs.
Must be able to sit for extended periods of time
Must have finger dexterity for typing/using a keyboard
Must be able to sit forlong periodsof time at a desk
Must be mobile enough to move around office
Must be able to hearin order toreceive telephone calls and voice mail messages
Travel
60% travel throughout market
Disclaimer
The above informationonthis description has been designed toindicatethe general nature and level of work performed by employees within this classification.
It is not designed tocontainor be interpreted as a comprehensive inventory of all duties, responsibilities, and qualificationsrequired ofemployees assigned to this job.
This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules,dutiesand responsibilities to this job at any time.
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