Role & Responsibilities
Ensure our core Property Management processes are efficient and productive – the right people doing the right things, including senior team working on high value activities (clients) supported by a combination of field, junior PMA and VA's supporting roles. This role is responsible for ensuring full adoption of systems and technology which fundamentally improve productivity, client and/or staff satisfaction.
Ensure all team members follow agreed processes.
Continuously identify processes that can be improved with the end objective of increasing client service levels and PM productivity (and preferably both). This includes reviewing best in class operations outside the organisation and replicating in our business.
Continue to manage a property management portfolio, to ensure you retain the requisite front-line knowledge of the direct impacts of any process changes.
Building, nurturing, and retaining relationships with both landlords and tenants. Meeting NPS, growth and KPI targets.
Managing all aspects of property management including listing properties for rent, reviewing applications, communication with landlords and tenants, organising repairs and maintenance, completing routine inspection process, vacate inspections, managing invoicing, arrears, rental reviews, lease renewals, handling disputes and VCAT.
Project Manage Key Change-Management Initiatives – alongside the Leadership team, be the key person for implementing and executing desired changes, from core Property Management processes, new leasing processes, fee for service models, software changes, etc.
Responsible for meeting the KPI's and targets of the team and managing support requests from the wider PM team.
Provide both individual and team training for new processes where necessary.
Providing feedback to management of process improvement opportunities.
Work with Senior Management to implement processes improvement & procedures.
Building positive and productive relationships with clients, escalating and resolving areas of concern.
Liaising with the wider property management team to ensure they are supported by your team and client needs are being fulfilled effectively.
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