Regional Director - HOA at FirstService Residential

Job Overview:

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).

MUST HAVE

Experience as an onsite General Manager (HOA).

Compensation: $100-130k

FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage will also be premised upon the client's directive. The base pay range is subject to change and may be modified in the future.

Job Responsibilities:

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.
• 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

Skills & Qualifications:

• 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.

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, must obtain CMCA within 12 months
• Valid California driver’s license and state-mandated vehicle insurance

Supervisory Responsibility:

• Practice and adhere to FirstService Residential Global Service Standards
• Conduct business always with the highest standards of personal, professional, and ethical
• 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
• 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.