Regional Director

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Job description

The Company

Are you the missing piece? As North America's leading property management company, we know the value of fitting in with a local team, of being part of a well-oiled machine, but empowered to act when needed. We are looking for energetic, adaptable people who understand that they are part of something larger and want a long-lasting career creating human connections. Our associates are the reason for our success, so we recruit quality people who will always do what's right and build great relationships with the residents of the communities we serve. At FirstService Residential, we live our values every day. If you are passionate about helping people live better lives and are looking for an environment with room for career growth, you're in the right place!

Job 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 one-on-meetings, 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 go-forward 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

Reviews board packets, financial reports and other related client deliverables in support of the manager or as required, based on an agreed upon schedule. Regular attendance and punctuality are essential functions for the role.

Supervisory Responsibility

Community Managers, Support Staff

Education & Experience

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.

Possesses and maintains certification from CCAM or CAI in the field of property management is required in Florida and is preferred in the South Region.

Knowledge, Skills & Proficiencies

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, complex accounts with multiple clients and stakeholders.

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, committees and councils in order to achieve desired results

Excellent decision making and analytical skills to effectively tackle issues or challenges that may occur on a daily basis

Excellent communication skills to ensure clear and effective delivery of changes, solutions or updates to the client and the community manager

Excellent leadership skills to coach, develop and motivate community managers and other direct reports at all times

Excellent time management skills to meet deadlines 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 for long periods of time at a desk

Must be mobile enough to move around office

Must be able to hear in order to receive telephone calls and voice mail messages

Travel

Work may involve frequent driving/traveling to properties and different local offices for meetings and training. Infrequent overnight travel may be required for training or region meetings.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.

Job Type: Full-time

Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Health insurance
* Life insurance
* Paid time off
* Vision insurance
Schedule:
* Monday to Friday
* On call

Work Location:
* Multiple locations

Company's website:
*

Benefit Conditions:
* Waiting period may apply

Work Remotely:
* No