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: $100-130kFirstService 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 retentionEmployee 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 turnoverGrow 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 yearSkills & 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.
Tools & Equipment Used:
General Office Equipment
Travel:
Must be able to travel to local portfolio communities.
Physical Requirements & 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 the essential functions.
Must be able to lift 25lbs.
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.
What We Offer:
Medical, dental, and vision plans (full time and part time 30+ hours)
Part time 20+ hours qualify for dental and vision
401K match
Time off including vacation, sick, and company paid holidays
Pet insurance available
Verizon discount
Tuition reimbursement
Legal services
Free emotional wellbeing and daily life assistance support for all associates
Domestic partner coverage
Health savings account
Flexible spending account
About Us:FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada.Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.Disclaimer: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.FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws. All offers of employment with FirstService Residential are contingent upon a satisfactory background check.