Region Director - Canton, United States - FirstService Residential

FirstService Residential

Verified Company

Canton, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Responsibilities:

The
regional
director **will be responsible for strategically managing client relationships by providing key business insights and expertise on all client situations that will ultimately drive loyalty, profitability and long-term client retention.

A good regional director exhibits strong leadership values that epitomize the culture of unparalleled customer service within FirstService Residential.

This individual will also oversee and create an environment of ownership and accountability for a team of community managers responsible for delivering property management products and services to our clients with 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.

Essential Duties & Responsibilities
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 Management

Attracts, develops and retains a diverse team of managers knowledgeable and capable of meeting the property management needs of each client. Supports the onboarding of new community managers.
Provides ongoing support with training, coaching and developing career paths for associates that desire growth opportunities
Regularly influences and mentors community managers and their teams and communicates the importance of having a positive attitude, demonstrating professionalism and maintaining a strong work ethic
Holds self and managers 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 oneonmeetings, midyear 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

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 to identify client issues and opportunities and develops detailed action plans to improve the property and client relationship, with special attention on high risk accounts
Models company culture, values and brand promise to foster and strengthen client relationships
Acts as a brand ambassador by communicating and demonstrating the 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 specific situations and 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 limited to: 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 and leverages internal 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 directly impact the community manager and the client
Oversees the onboarding of new clients and establishes goforward service expectations
Effectively manages the seamless transition of managers on properties, to prevent any disruption in the levels of service with the client

Operations Management

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 obtaining timely renewals
Responsible for maintaining growth 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 workload and seamless manager transitions