Regional Manager of Community Management

SUMMARY: The Regional Manager is responsible for overseeing the portfolio of communities managed. Regional Managers operate as business unit leaders for their teams and manage the book of business assigned to each. Maintains client satisfaction and account retention. Builds and manages teams effectively.

 

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

· Partners with association Board of Directors and internal departments to adhere to the introduction and integration of new programs, services, and initiatives. Acts as liaison to ensure quality service is delivered, that Board expectations are met and assist with prompt response and resolution to questions/problems.

· Establishes and maintains a positive relationship with homeowners, Board of Directors, and internal departments to ensure a high level of customer service and achievement of company and property goals and objectives. Maintains consistent client satisfaction and account retention.

· Responsible for planning department goals and directing Team Members to achieve results. Provides guidance and direction to ensure overall departmental success.

· Oversees and manages the P&L and prepares budget for their assigned team. Manages any issues designated to the Regional Manager level by a senior staff team member and sees the matter through to resolution.

· Collaborates with other Regional Managers when there is a need due to client issues and/or concerns. Develops and manages the account allocations report.

· All aspects of staff management are required including ensuring team member accountability, reallocations due to terminations, resignations and requested leaves.

· Participates in the hiring process by interviewing potential Team Members and selecting those that best meet staffing needs. Participates in management training. Follows all Human Resources policies. Ensures staff receives any required training or attends mandatory meetings.

· Ensures team is performing to expectations by providing coaching, development, training, actively managing performance, and conducting performance evaluations.

· Ensures Team Members have current knowledge of services, facilities, properties, events, and other information required to provide good customer service. Ensures staff are kept informed about policies and procedures.

· Makes merit decisions within budget or established guidelines. Determines promotions or reclassifications within company policy. Approves leave and time away from work within company policy. Enters schedules and monitors timecards for accuracy.

· Maintain knowledge and understanding of contract between the association, vendors, and Keystone Pacific. Ensure all contractual obligations are being met. Monitor vendor contracts regularly.

• Acts as the primary liaison with homeowners. Provide information and resources needed to provide excellent customer service.

• Conducts on-site inspections as required contractually. Identify deficiencies and provide recommendations and action plans to improve the property. Process and manage violations and work orders regularly.

• Oversees any assigned projects and ensures property maintenance/improvement and other related issues are completed in a timely manner. Maintain open communication and provide timely action updates to the Board and residents as required.

• Prepares Request for Proposal for bid solicitation and prepare/provide bid comparison analysis.

• Updates Association communications and ensures current information is displayed on the association bulletin boards and website. Prepare/proofread association newsletter and/or other communication with owners and residents as required.

• Prepares, maintains, and submits a wide range of reports, contract lists, presentations, documents, and manuals as required. Maintain accurate records, files, and communications pertinent to each Association and Keystone Pacific.

• Manages special projects as assigned. Assists with training and development of less experienced staff.

• Increases team member satisfaction and fosters a healthy, positive work environment.

• Leads change management activities that are needed to support organization development and new technology initiatives.

• Supports the sales and growth goals for the region through developing leads and supporting and/or delivering sales presentations to potential clients.

• Practices and adheres to Keystone’s Core Values, Mission, and Vision.

• Any additional job duties as required by supervisor.

 

QUALIFICATION REQUIREMENTS:

· Ability to perform all essential duties and responsibilities listed above with minimal supervision, handling assignments with the highest level of discretion, judgment, and independence.

· Solid knowledge required managing community associations. Must possess/maintain a Certified Manager of Community Associations (CMCA) designation and possess/be in pursuit of Professional Community Association Manager (PCAM) designation.

· Requires ability to lead others by mentoring and providing training.

· Excellent organizational and time management skills. Capable of managing competing priorities under pressure and in a fast-paced environment.

· Ability to manage change effectively and be a change champion.

· Must have excellent customer service skills to provide a high level of customer satisfaction.

· Requires ability to perform basic math skills such as addition, subtraction, multiplication and division. Ability to prepare budgets and understand financial reports.

· Requires ability to use computers to record, store and analyze information. Requires computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word, PowerPoint, TEAMS, Zoom, and Outlook), CINC and various applications used at the company. Good knowledge of various business machines typically found in an office.

· Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires strong attention to detail. Must be able to problem solve and remain calm and alert during busy activity periods.

· Must maintain a clean appearance and professional demeanor.

 

EDUCATION and/or EXPERIENCE:

· High School Diploma or general education degree (GED), or equivalent combination of education and experience.

· Bachelor’s degree in business desired.

· A minimum of two years required as a Director of Community Management or similar role in the HOA industry.

· Experience with and ability to operate a computer.

LANGUAGE SKILLS:

· Excellent interpersonal and influencing skills.

· Strong verbal and written communication skills. Able to effectively write and proofread newsletters.

· Proficient in English.

 

 

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Ability to sit, stand, and operate business equipment. Frequent use of telephone and headset.

· Ability to visit communities for meetings and ability to walk and pass along all areas of a property during site inspection.

 

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

· Typical office environment with low-level noise exposure.