Regional Director of Active Adult Communities

Job Title: Regional Director-Active Adult Communities

 

Location: Sacramento

 

Reports To: Vice President

 

Summary

 

The Regional Director will work with senior leadership to ensure that company objectives are met and will provide stellar guidance and leadership to all those within their sphere of influence, and consistently adhere to and perpetuate the mission and vision of the company.

 

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 AND RESPONSIBILITIES include the following. Other duties as assigned.

 

People Management

 

 Attracts, develops, and retains a diverse team of managers knowledgeable and capable of meeting the property management needs of each client. Leads and collaborates with support team members to successfully onboard new community managers and other associates as needed.

 

 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, mid-year touchpoints, and annual reviews.

 

 Has a regular meeting cadence to review key performance indicators, update on company initiatives, discuss client expectations, review financials, address training needs and overall department objectives

 

 Supervises community management staff that support the operations of a portfolio of accounts. Interacts with developer clients during the phasing and turnover of projects to ensure proper annexation, account set-up, account management, client (developer) communication, and other duties related to the transitioning of a new building or community.

 

 Reviews and approves payroll for the area of responsibility and timely submits to the payroll department.

 

 Has the ability to interview, select, train, manage and discipline staff members and make recommendations for disciplinary action and termination.

 

 Will provide advice and recommendations to subordinates in matters relating to complaints and disputes brought about by internal and external customers.

 

 Supervise staff, both direct and indirect reports, including exempt and nonexempt.

 

 Refer to Regional Director Playbook for an additional description of the role and responsibilities of this position.

 

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 relationship management activities to identify client issues and opportunities and develops detailed action plans to improve the property and client relationship, with special attention to 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, and 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.

 

 Assists with contract renewals within the portfolio of responsibility.

 

 In conjunction with supervisor, strategizes account assignments within the area of responsibility.

 

 Manages at minimum one significant association account, if determined appropriate by supervisor.

 

 Attends Board of Directors meetings with those supervised, as needed.

 

 Performs a review of each community board packet and financial report in his/her area of responsibility prior to distribution to the Board.

 

 Performs a detailed review of all correspondence being generated to the entire membership of an account prior to those communications being distributed.

 

 Conducts semi-annual audits of portfolios and minute books of those supervised.

 

 Oversees and becomes involved in any potential or actual litigation with any association within his/her portfolio of responsibility.

 

 Tracks all lawsuits as assigned or in his/her portfolio of responsibility according to company policy and procedure and oversees those lawsuits when FirstService Residential is named, whether the account is a current client or not.

 

 Coordinates with other associates on the set-up of new associations, transitions of existing associations, and termination of existing associations within the area of responsibility.

 

 Supports sales and marketing efforts to gain new business including supporting and/or delivering sales presentations to potential clients.

 

 Support the sales goals for the region.

 

Operations Management

 

 Takes ownership of controllable key performance indicators for their book of business: customer experience, client retention, growth, profitability, and manager turnover.

 

 Is accountable for managing FirstService Residential 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 an 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.

 

Supervisor Responsibilities

 

 Practice and adhere to FirstService Residential Global Service Standards

 

 Conduct business always with the highest standards of personal, professional, and ethical conduct.

 

 Perform or assist with any operations as required to maintain workflow and meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional materials and supplies.

 

 May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain a specified level of

 

knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.

 

 Ensure all safety precautions are followed while performing the work.

 

 Follow all policies and Standard Operating Procedures as instructed by Management.

 

 Perform any range of special projects, tasks, and other related duties as assigned.

 

Education And Experience

 

 Must possess or be actively working towards a CMCA or other CAI designation.

 

 Must possess a college degree or commiserate experience. Has a minimum of three years of successful homeowner association property management and people management experience.

 

Knowledge, Skills And Proficiencies

 

 Demonstrates awareness of variables that could affect contract stability. This individual is a leader in developing a proactive strategy to alleviate the loss of contract or damage to the company's reputation.

 

 Demonstrates awareness of variables that could affect employee retention and/or morale. This individual is a leader in developing a strategy for retaining outstanding associates and presenting a strategy for recruiting good talent to the supervisor.

 

 Demonstrates excellent organizational and time management skills to meet deadlines and display efficiency.

 

 Exhibits excellent and proven verbal presentation and written communication skills.

 

 A minimum of three years of successful supervisory experience.

 

 Proven leadership skills.

 

 Proven ability to work well under pressure and deadlines and able to multitask.

 

 Demonstrates ability to train and educate staff.

 

 Strong knowledge of Microsoft Applications, especially Word and Excel.

 

Physical Requirements And 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 essential functions.

 

 Must be able to lift 40 lbs.

 

 Must be able to sit for extended periods of time.

 

 Must have finger dexterity for typing/using a keyboard.

 

 Talking and hearing occur continuously in the process of communicating with guests, supervisors, vendors, and our clients

 

 Valid California Driver’s License and State mandated vehicle insurance and registration.

 

 Ability to walk extensive slope and/or flat association areas and visually review landscape, building areas, recreation facilities, parks, etc. to ensure proper maintenance.

 

 Ability to work late into the evenings as required for board and other meeting attendance.

 

 Work is performed in a variety of environmental conditions, with exposure to outdoor

 

temperatures, weather variations, traffic and equipment noise, equipment vibrations, vehicle and/or chemical fumes, chemicals such as cleaning solvents and grease, machinery and their moving parts, and dust.

 

 This is not a remote work position.

 

 Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Full-time position. Typical schedule, Monday through Friday, 8:30 a.m. – 5:00 p.m. This position does require working occasional evenings, weekends, and some holidays per the direction of management. Consistent and regular attendance is required.

 

Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. The schedule is subject to change based on business needs.

 

TRAVEL

 

Yes

 

The above information in 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.