Description Job Overview: The Vice President of Operations will provide management, direction, and leadership to ensure the properties within the portfolio are maintained and operated in accordance with Company objectives. Responsibilities include working closely with the Directors, Association Managers, Support Teams, Board of Directors and developers to manage and operate the communities. Responsibilities include, but are not limited to, facilitating solutions to problems between communities and internal support staff and develop and implement community solutions to support a positive resident experience. Strong management skills, customer service skills and supervisory skills are required.
Your Responsibilities:- Provides training, supervision and direction to Association (Portfolio) Managers, Directors and Administrative Assistants.
- Develops and implements annual business plan for client operations with the goal of growing the portfolio and increasing its profitability.
- Responsible for P&L for Operations. Meets budget set forth and exceeds parameters by implementing programs to increase revenue and provide client retention.
- Works in tandem with Business Development & Marketing to position FirstService in market for new business growth.
- Utilizes the customer survey program (NPS- Net Promoter Score) for continual improvement, and maintains or improves scores on an annual basis.
- Client retention through relationships with current and future board members. Retention goal is 100% as every property in the division is pivotal to the short and long term success of FirstService.
- Provides direct supervision to all Directors and Support Teams.
- Reviews quality of services provided to the Association and recommends appropriate changes to the Boards of Directors.
- Provides guidance to all Directors & Support Teams as it relates to amendments and guidelines of governing documents, and ensures that guidance provided to boards is sound.
- Provides training, supervision and support to Directors, Association Managers, Service Specialists and support teams.
- Ensures that all associates and vendors are performing to expectation and working to communicate and set those expectations regularly.
- Establishes immediate relationship with any new Board of Directors by personal meeting and ongoing follow up.
- Acts as intermediary with owner/residents, managers, and all other staff, to assist in prompt response to questions/problems, including the handling of escalated calls as first line after management team.
- Ensures that insurance coverage is bound as appropriate on all properties.
- Holds staff meetings with team as appropriate.
- Attends Board meetings to give Board guidance when appropriate.
- Attends senior management and leadership staff meetings as appropriate.
- Attends annual budget/election meetings as appropriate.
- Interviews and hires prospective directors, managers and staff.
- Conducts property visits as appropriate and provides Directors with recommendations and observations to improve the property, following up to ensure items are implemented.
- Utilizes reports provided by FirstService to ensure compliance with company guidelines, including property inspections, budget preparation, utilization of FSRConnect, work orders, and financial reviews.
- Provides a five-star customer service at all times by attending to all calls and messages within a twenty four (24) hour period. Ensures that management team is successful in not only providing great service, guidance and expertise, but able to communicate those successes through written and verbal communication.
- Reviews and timely approves payroll for area of responsibility and submits to payroll department for processing.
- Ensures company initiatives are implemented throughout division, such as cost savings efforts and full implementation of FSRConnect.
- Participates as leader in FSRConnect program and is actively involved in promoting software, as well as understanding and implementing new roll outs.
- Special projects as developed and assigned.
- Leads in the development of portfolio team by providing training and direction.
- Supports the Market President in establishing best practices to ensure the best in class customer support processes are followed and deadlines are met.
- Works to create a cohesive team and as it relates to other members of the company
- Practices and adhere to FirstService Residential Global Service Standards.
- Conducts business at all times with the highest standards of personal, professional and ethical conduct.
- Performs any range of special projects, tasks and other related duties as assigned.
- Supports the Company's philosophy, goals and adheres to Company policies.
- Observes all safety standards and participates in the Company's efforts to provide safe work environment.
Skills - Qualifications: Education/Training:
- Bachelor's degree (B.A./B.S.) in Business or related field preferred, or equivalent combination of education and experience.
- 5+ years' experience in residential condo/coop property management preferred.
- 3+ years' experience leading and directly managing direct reports who have supervisor responsibilities.
Experience/Knowledge/Abilities:
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 business acumen and ability to lead and develop senior managers.
- Experience in budget development and accountability for expenditures for area of responsibility
- Demonstrated ability to work within a team environment and independently.
- Exceptional organizational and problem solving skills.
- High degree of accuracy and attention to detail.
- Excellent computer skills, including MS Outlook, Word, Excel, PowerPoint.
- Superior verbal and written communication skills; confident in making presentations to all levels.
- Ability to supervise staff and make necessary management decisions in a timely matter.
- Strong problem solver in critical situations. Must also display sound judgment in knowing when to contact other professionals.
- Must have be organized, flexible, adaptable and consistent.
- Knowledge of the project management process. Multi-task oriented.
- Proven critical thinking skills.
- Ability to lead and work with others in achieving tight deadlines.
What We Offer: As a full-time associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision. In addition, you will be eligible for time off benefits, paid holidays and a 401k with company match. Occasional travel may be required to attend training and other company functions.
Compensation: $145000 / year
Disclaimer: 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.
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