Regional Director-Los Angeles

Position: Regional Director

 

Reports to: Vice President

 

Location: Los Angeles, CA

 

Job Responsibilities

 

The Regional Director is responsible for FirstService Residential’s Management operations in a particular market area or business segment. The Regional Director is a team builder and leader that ensures high levels of service and client satisfaction, uses FSR resources to the advantage of staff and clients, and understands the local market. Regional Directors are experts in common interest development management, excellent communicators, creative problem-solvers, inspirational motivators and promoters of FSR’s growth.

 

Ideal Candidate MUST HAVE: Strong People Leader skills, excellent communication, and Community Management experience (Preferably HOA).

 

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.

 

Client Retention - Maintain client satisfaction by ensuring excellent delivery of FSR’s contracted scope of services.

 

• Lead a team of General Managers and support staff to execute timely and responsive service to their high-rise clients.
• Through personal attendance at periodic board meetings, the Regional Director will build relationships with board members and monitor client satisfaction, understand client needs and expectations, observe staff performance and deliver constructive feedback, and provide ad-hoc leadership and hands-on problem-solving.
• Learn and use FSR’s resources and processes to ensure staff is delivering service in accordance with FSR’s standards, California Civil Code, labor laws, and other industry regulations and best practices.
• Manage Accounts Payable approvals of credit card and employee reimbursements, and other exception transactions. Perform basic accounting research using Jenark inquiries and reports.
• Generate automated Board Packet, On-line training aids, Net Promoter Survey
• Periodically review board packets for completeness, accuracy and compliance with California civil code. Ensure Community Managers are prepared for client questions.
• Periodically review client financial reports to identify potential issues, cost saving opportunities, and significant departures from budget.
• In new buildings, the Regional Director will build relationships with developer board members, and ensure accurate turnover of facilities, and administration of any special agreements between the HOA and the developer or other affected parties.
• Ensure preventative maintenance is being planned and executed. Ensure fire, life, safety and related emergency plans are in place and understood by staff.
• Strategically assign staff to accounts. Continuous evaluation of staffing plans – do we have the right people in the right positions doing valuable things?
• Review key correspondence to board members, attorneys, and developers; along with mailings to entire membership such as budgets, rule changes, special assessments, elections, recalls, etc. Negotiate FSR contract renewals as needed.

 

KEY PERFORMANCE METRIC / GOAL: 100% client retention

 

Employee Retention & Development - Build a strong and resilient team by fostering positive attitudes and a performance-based culture.

 

• Continuously monitor staff performance by actively engaging in and observing day-to-day activities. Periodically visit sites to view service levels and adherence to our global service standards.
• Foster excellent performance by publicly celebrating successes on a consistent basis. Manage poor performance through private coaching and expectation setting as necessary.
• Perform comprehensive annual and mid-year reviews of all direct reports, and ensure all staff reporting into your region are receiving adequate reviews. Promote overall company and regional goals, and create personal goals for individuals.
• Review and approve payroll reports and vacation/sick/leave of absence requests through FSR’s automated payroll system – ADP Advantage.
• Engage in perpetual recruiting of top level talent. Stay involved with industry groups and vendors.

 

KEY PERFORMANCE METRIC / GOAL: 10% or less voluntary turnover

 

Grow Regional Earnings

 

• Work closely with the FSR Sales and Marketing departments to identify potential FSR clients in your region and develop strategies to create contact with decision makers.
• Participate in sales presentations and promotional opportunities and onboarding of new accounts.
• Build network with local attorneys and key vendors. Get to know local police and fire authorities. Search for “compelling events” which provide an opportunity for FSR to engage a prospect.
• Participate in at least one industry or civic group or outside committee (i.e: CAI, CACM, BIA, HBC, Chamber, Rotary, United Way, etc.).

 

KEY PERFORMANCE METRIC / GOAL: Meet Regional EBITDA targets – Typically requires 100% account retention and one or two new accounts each year

 

Additional Duties & Responsibilities

 

• Conduct business at all times with the highest standards of personal, professional and ethical conduct.
• Perform or assist with any operations as required to meet client needs and company deadlines. Notify supervision of unusual or non-recurring equipment, operating, or staffing problems.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
• Ensure all safety precautions are followed while performing the work.
• Attend company training sessions and stay current on policies and procedures.
• Perform any range of special projects, tasks and other related duties as assigned.

 

Supervisory Responsibility

 

As Regional Director, supervisory duties include oversight of General Managers and their staff including: Assistant General Managers, Front Desk Staff, Engineering and Maintenance Staff, and key vendors.

 

Education & Experience

 

• Applicable experience for this role includes a minimum of 5 years of successful HOA or other high-volume property management
• Current CCAM or PCAM certification desired
• Valid California driver’s license and state-mandated vehicle insurance

 

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.

 

• Excellent verbal communication and presentation skills. Active listening and effective oral communication are critical talents needed for client retention. Issues must be understood completely and solutions/plans must be clearly articulated.
• Creative problem solving and issue resolution. When issues present themselves, one must be able to develop a proactive, win-win strategy to alleviate loss of contract or reputation.
• Excellent written communication skills that are clear, concise and grammatically correct.
• Leadership/Team Building skills. Individual must be willing and able to train and educate staff. Be aware of variables affecting employee retention and/or morale. Individual should maintain a positive attitude, acknowledge ideas and suggestions from others and share ideas in a constructive and solution driven manner.
• Excellent organizational and time management skills. Ability to work well under pressure, meet deadlines, and multitask. Must attend all company and client meetings and be punctual.
• Technical dexterity. Strong user of Microsoft Office Applications, especially Outlook, Word and Excel. Ability to learn FSR’s proprietary systems and embrace continuous process improvement initiatives.

 

Tools & Equipment Used

 

None

 

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 be able to stand for extended periods of time.
• Must be able to communicate both on the phone and in person with our clients in order to resolve issues and manage the business.
• Must have finger dexterity for typing/using a keyboard.
• Must be mobile enough to move around both the office in order to make copies, send mail and faxes and to walk around the property. This could include lengthy walks and uneven areas.

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

 

Travel

 

Must have reliable transportation and be able to drive to other work locations. Most Board meetings take place in the evening during the work week. Valid Driver’s License and State Mandated Vehicle Insurance required.

 

About Us:

 

FirstService Residential is North America's foremost property management firm. Our dedication, responsiveness and integrity are why thousands of communities across the U.S. and Canada choose FirstService Residential to manage their properties. We have expertise working with complex communities with large budgets and numerous amenities. In addition, we manage commercial associations and mixed-use developments, as well as multi-family and investor-owned rental and REO properties for institutional and private equity clients.

 

We're all about our associates, and as we continue to grow, we're looking for even more quality people who share our dedication to doing what's right, improving residents' quality of life, building great relationships and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, apply today or join our community and learn more about FirstService Residential.

 

To learn more about our company and culture, please visit www.fsresidential.com/california

 

FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

 

Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.