SUMMARY:
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POSITION INFO:
Direct Reports:
6 (TBC) - Head of Facilities, Credit Control Manager, Leasing and Customer Service Manager, HR Administrator, Marketing and Sales Manager, Development / Project Manager (where work relates to operational budgets)
This role seeks a visionary, goal-orientated and seasoned leader who will play a key pivotal role into the next phase of stability and measured growth for the company. The incumbent will form part of the senior management team for the company and provide leadership, guidance and supervision to the key business areas reporting into it (Facilities, Marketing and Sales, Credit Control, Leasing, Property Management, IT and HR).
The overall purpose of the role is to develop and improve on the efficiency and effectiveness of the operational processes, systems, controls and infrastructure to ensure a smooth translation of the company’s strategies into operational plans, policies, procedures, initiatives and goals. The role is strategically placed to execute on the long and short-term plans of the company, a key focus area will be to drive and establish a strong customer journey experience, where customer service, ethos and experience is placed at the heart and within the culture of the company. Another key focus area is to strengthen the long-term financial profitability of the business.
The following responsibilities are associated with this role (not limited to):
Customer Experience: All Retail and Residential Customers ? Define and implement innovative strategies for customer attraction and retention, drive a deliberate and purposeful customer value proposition. ? Ensure standards/procedures are in place for optimal customer experience. ? Build and maintain relationships with tenants and key stakeholders, practice proactive relationship management techniques, working closely with and alerting the marketing and sales teams of opportunities for further sales/leases. ? Communicate and where necessary, help resolve tenant issues, devise ways of improving the customer experience, including resolving problems and complaints more efficiently. Create a simple and effective solution to log customer queries, complaints and suggestions and a way to measure and report on the company’s performance in terms of response times etc. ? Measure satisfaction levels by running surveys and/or information gathering tools with customers to assess the level of satisfaction with the services received. Put in place remedial processes or structures to address key concerns raised by tenants. ? Implement a thorough onboarding process for all new tenants that sign up. ? Run appropriate and ad hoc awareness campaigns / information sharing sessions with tenants to ensure that they are proactively updated on various matters. ? Create a sense of community by driving various fun activities with company tenants, for example, braai days, Heritage Day etc.
? Facilitate and coordinate ongoing professional communication channels with tenants, for example, whatts app groups, monthly newsletters etc. to ensure general communication is taking place and service requests are responded to in accordance with best practices.
? Engage the finance team regarding the municipal cost recovery from tenants and implement a program with tenants to ensure the tenant / customer understands these costs and how they are billed. Identify ways to educate the tenant to lower their costs / consumption. ? Regularly and proactively analyse the relevant data from various software tools and customer complaint websites, for example, the CRM tool to understand the issues and concerns raised by customers, recommend possible solutions and where relevant, changes in processes to address these. Conduct “stay interviews” with tenants, with the aim of proactively engaging and identifying tenant issues, rather than hearing about these after or when the tenant has tendered notice.
Effective Leasing:
Marketing and Sales
? Devise and implement a strong external marketing strategy and plan, considering various aspects, for example, brand presence and management thereof, social media strategy and plan, digital advertising and management thereof, management of the website, activations, printed material digital material etc.
? Implement processes to ensure that all queries generated though the digital or social media avenues are responded to within a reasonable time.
? Work closely with the team of brokers and leasing agents on the implementation of sales/rental efforts to reduce our vacancy factor.
? Ensure that there is alignment between the external and internal marketing plan and approach, ensure that the customer has a consistent experience of the company brand, irrespective of which avenue they would use to contact us.
? Ensure an effective integration and streamlining of our physical processes with our software CRM tool (Zoho) by managing the implementation and ongoing improvements to Zoho, make use of this tool for analytical data to benefit the marketing and letting (internal and external) strategy.
? Maintain and build a professional relationship with the company’s external marketing service provider, as well as professionally managing the various social media / digital marketing platforms such as Facebook, Instagram, Twitter, Hello Peter, Prop 24, Pvt Property etc.
Leasing Administration ? Ensure that the relevant policies and processes are put in place, well understood and followed regarding the leasing process, approval criteria, deposit criteria, moving in and moving out management. Implement regular training and development sessions for relevant staff to update skills and knowledge about the policies, processes and system. ? Constantly review the applications process to ensure that applications are being processed efficiently and potential tenants are kept in the loop in terms of feedback. ? Analyze and report on the relevant trends picked up from the software system, implement possible changes to streamline this process to make it more effective. ? Implement a documentation strategy to ensure that all important tenant documents are completed upfront, stored, filed, saved and retained correctly for easy access and proper governance. ? Where necessary and appropriate, be involved in the negotiation process of leases, as well as the lease renewals and increases discussions and processes.
? Maximize revenue from GLA and non GLA revenue e.g. signage, cell phone towers etc.
Credit Control:
? Ensure that the correct collections procedures and processes are in place and are adaptable to ensure there is a full recovery from tenants and this is done in a timely manner.
? Align collections processes with business processes to ensure efficiency.
? Build and maintain a strong customer ethos and mindset within collections, ensure that tenant queries on statements, as well as those captured on the CRM tool, are timeously and properly addressed to positively impact customer retention.
? Where necessary and possibly where complex, get involved in troubleshooting or mediating on the appropriate resolutive process with delinquent tenants. Liaise with the relevant lawyers, when appropriate.
Review and make recommendations to the credit risk assessment process, with the aim of ensuring that our tenants are credit worthy.
? Review arrears reports for trends and patterns emerging, make recommendations and changes in the company to help reduce bad debt.
? Monitor market conditions and oversee rent increases.
Facilities Property Management:
? Overseeing the management of the daily operations at the multiple properties owned and/or managed by company. In conjunction with the Head of Facilities, ensure excellent physical condition of the properties.
? Provide insight into key preventative maintenance programs.
? Ensure that all service requests are carried out in compliance with lease agreements and in the best interests of the properties.
? Ensure all agreements and documents follow the rules and regulations outlined by key governing entities. Perform and supervise effective property operations in compliance with all applicable building codes, the Occupational Health and Safety Act and regulations.
? Compile, prepare and present the delivery of various forms of reports to the senior management team, for each managed project and/or property.
? Conduct regular inspections of properties to ensure proper functioning of building systems, minimising hazardous conditions, safety and security risks and maximizing overall appearance of the properties.
? Ensure regular and timely maintenance repairs takes place for existing tenants and vacated units to achieve occupancy standards, as well as oversee the work performed by in-house maintenance staff and outside contractors, for example, maintenance of lifts, hot water, DSTV, Wi-Fi and Access controls.
? Perform regular planned as well as ad hoc inspections of the buildings and systems to ensure optimum levels of mechanical operation and energy conservation, with the aim of making the buildings more sustainable.
? Ensure ongoing training and coaching is taking place for all staff on all important matters, for example, tenant matters, expenditures or compliance with regulatory requirements.
? Ensure that all staff based at the buildings, including building managers and outsourced services, for example, cleaning and security services, understand and buy into the customer ethos philosophy, to ensure a consistent and seamless customer experience for Zahavi Estates.
? Ensure the correct functioning and accuracy of the meter reading services, through the various software tools, including the My Building software tool.
? Ensure that the business recovers the cost for maintenance and other costs from tenant’s, where necessary, and where the property owner is not liable for the expense.
? Ensure that effective security policies and procedures are in place and being implemented by the outsourced security companies.
Finance and Procurement: ? Work in close collaboration with the Chief Financial Officer (CFO) and CEO to ensure optimal financial performance of the company properties. Responsible for driving the company to achieve and surpass sales / rentals, profitability, cash flow and business goals and objectives.
? Take accountability for the budget planning process for operational matters, in partnership with the CFO and influence the priorities where biggest return on investment can be achieved. Develop annual operating budgets and monitor operational expenses, including the flat refurbishment budgets, on a regular basis, implement strategies to ensure expenditures remain within prescribed budgets.
Oversee and monitor tenant improvement projects and building renovation projects to ensure completions are on time and on budget and in accordance with their construction guidelines and standards. Review, analyze, interpret, and summaries the annual operating budgets, monthly financial and progress reports and annual audited financial statements for all projects related to the properties. Implement and oversee systems for cost control.
? Get involved in service contract negotiations, implement purchasing and expense control strategies to assist the company to stay competitive and within the market.
? Participate in monthly company financial performance reviews with the senior management team.
IT:
? Manage the key IT deliverables with the company’s outsourced IT company.
? Maintain and build a professional relationship with the company’s IT service providers.
? Maintain and build a professional relationship with the companies who own the various software tools used at company, e.g. MDA, TPN, Zoho, My Buildings, Microsoft etc.
? For the head office environment, ensure there is stable and uninterrupted internet connectivity, uninterrupted back up power for critical services, adequate computer hardware and software for staff etc.
? In consultation with the CEO, implement the relevant IT policies and procedures for the business.
? Maintain and research new IT Services within the properties, for example, digital metering, access control, communication in the buildings, Wi-Fi, DSTV etc.
? Ensure that the office equipment, for example, telephones, office lines, switchboard, cell phones and printers are maintained and being used, as best, for the purposes and interest of the business.
HR:
? Participate in and oversee the formulation and administering of company policies and developing long-range goals and objectives as part of the performance management process.
? Help to drive a culture that represents the values of Zahavi Estates.
? Oversee and ensure that all staff are paid monthly. Collaborate with the senior management team to ensure fairness and equity in compensation processes.
? Ensure that employee engagement is a key concern and driver for Zahavi Estates, retention of key staff is critical.
? Ensure that staff are trained and developed. Run and encourage regular in-house training sessions where applicable, for example, training on new legislation, compliance and systems etc.
? Create and implement a Building Manager training course for all new building managers to be trained on, this is to ensure that all new and current building managers can offer a consistent service and customer experience for all properties.
Leadership and management: ? Manage, motivate and build a high-performance team. ? Attract, recruit and retain talent for Company.
? Mentor and coach team members to realize their potential, ensure that clear goals are agreed with all staff members, ensure a performance management process is in place.
? Promote communication and collaboration between departments to ensure a positive company culture and good levels of morale.
? Ensure regular and timely communication efforts are put in place for all staff to enhance transparency and ensure information flow.
General:
? Research and investigate the current trends and developments in the property management industry. Where appropriate, prepare recommendations for the company to ensure that we constantly innovate, remain relevant and ahead of our competition in our industry.
? Continually enhances industry knowledge and expertise, put effort in to uphold and build on the reputation and brand of the company through property management publications, training, networking events, professional membership bodies and webinars, for example, JPOMA, TPN, IHS, CID’s, CoJ etc. Contribute towards ensuring that company is viewed as a respectable contributor in the property market.
? Regularly attend the senior management meetings to discuss company priorities, monitor progress and promote cross-departmental collaboration efforts.
? Prepare company goals and strategic objectives annually with the senior management team.
? Solicit new business opportunities through existing relationships and by fostering new relationships.
? Represent, be an ambassador and public face for company at key networking events and conferences.
? Where relevant, help maintain relationships with the company’s shareholders, bankers and strategic partners.
? Manage and maintain the various companies’ compliance with legal and statutory conditions relating to its operations e.g. insurance conditions, bank (loan) conditions, EAAB and Rental Housing Act (where relevant) etc.
Skills
• Entrepreneurial and strategically minded, drive the vision for the company and display business acumen.
• Sound relationship management, the ability to maintain productive working relationships with key stakeholders at all levels, encourage collaboration.
• Conflict management, ability to resolve conflict in a professional manner.
• Negotiation skills, ability to maximise value. • Excellent verbal and written communication skills, promotes communication between colleagues for the benefit of information flow and transparency.
• Proven leadership and mentoring abilities, good interpersonal skills.
• Ability to plan and organise, work efficiently and effectively under pressure and manage multiple tasks and prioritise for completion.
• Confident financial background and attention to detail to prepare, forecast, review, evaluate and interpret various reports and studies, e.g., monthly progress reports, cost analyses, etc. • Analytical ability, the ability to deal with complexity, define and solve problems, collect data, establish facts, and draw valid conclusions. • High level of professionalism and integrity. • A change advocate, someone with a flexible and adaptive approach, ability to facilitate change, growth and development. • Superior management skills, the ability to influence and engage with direct and indirect reports and peers. • MS Office skills, specific focus on MS Word, MS Excel and MS PowerPoint. • MDA proficiency (especially in leasing, collections and facilities)
Experience, Knowledge and Qualifications
• Minimum 15 years’ experience in building operations and property management, specific focus on leasing (marketing and administration), collections and facilities, coupled with at least 5 years managerial experience, preferably in a property management environment or industry.
• Able to provide visionary and strategic leadership and translates that vision into measurable goals and definitive actions that advance the vision of the company.
• A strong passion for people, for problem solving and for taking on challenges.
• Inspiring and inclusive leadership style with demonstrable track record of managing and supporting staff.
• Experience with administrative and financial management, budgeting and operations.
• Experience working with highest level of management, shareholders and key stakeholders.
• Relevant tertiary level qualification/s, preferred post graduate qualification in business administration.
Additional Job Conditions
• The nature of this role requires site visits to various properties within the Johannesburg CBD and surrounds, as well as wider areas within Gauteng. Occasional national travel may be required, for example Cape Town.
• Use of a vehicle and a valid driver’s licence is required.
• Work after hours / outside of normal working times and/or days is characteristic with this role.
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