ABOUT GREYSTAR

Greystar is a leading, fully integrated global real estate company offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing, logistics, and life sciences sectors. Headquartered in Charleston, South Carolina, Greystar manages and operates more than $290 billion of real estate in 247 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, manages more than 857,400 units/beds globally, and has a robust institutional investment management platform comprised of more than $76 billion of assets under management, including over $34 billion of development assets. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.

JOB DESCRIPTION SUMMARY

The Senior Community Manager for our London Bridge site will run an autonomous business unit taking overall responsibility and accountability for the operations including team members, daily activities, and the resources of the property to achieve established budgeted financial and operational goals. Leading the team by example your focus will be to build a vibrant, safe and welcoming community our residents enjoy being part of.

JOB DESCRIPTION

Key Role Responsibilities

• Contributes to the delivery of a complex and evolving staffing structure, covering our in-house Community Management, Concierge, Customer Service and Maintenance departments.
• Provides supportive and inspiring leadership to the team by interviewing, hiring, and training team members, and by managing their performance in accordance with Company policies, values, and business practices.
•  Identifies areas for improvement, offers suggestions to improve efficiency and productivity, and implements ideas that achieve operational excellence. 
•  Acts as a role model at all times by demonstrating the core values
• Leads the team to create positive memorable experiences by exceeding expectations for all residents.
•  Works in partnership with marketing to shape local marketing and leasing strategies based on relevant market data to achieve the property’s occupancy and revenue goals
• Ensures marketing campaigns, advertising and promotional activities are effectively implemented
• Establishes relationships with internal and external stakeholders (sales, marketing, groups, universities) communicating regularly with representatives, ensuring the community’s compliance with pertinent regulations, and providing performance data and reporting
• Actively seeks interaction and contact with residents to proactively seek to improve service delivery and ensure community events enhance the overall resident experience.
•  Meets targeted revenues by making rate recommendations based on market data and monitors payments.
• Prepares and forecasts annual budgets by analyzing financial statements, reviewing marketing information, and accessing operational reports.
• Manages the financial performance; attending regular P&L reviews with stakeholders.
• Promotes investor satisfaction and retention through timely variance reporting in respect of budgeted and actual spending and on-going communication about the performance of the properties, and responds with urgency to client/owner concerns, questions, issues, and requests.
•  Promotes resident satisfaction and retention by ensuring a timely response to questions, requests and complaints in a timely manner, and taking appropriate action to resolve and address service issues.
• Assesses team member training needs and ensure thorough understanding of systems and adherence to policies
• Develops capability of team members in order to meet key performance goals and future succession requirements.
• Originates, approves and submits purchase orders and processes invoices from vendors, contractors and service providers for payment and manages communication with finance team members and other stakeholders as required.
• Oversees the tenancy management process by co-ordinating periodic apartment inspections, evicting residents, and imposing and collecting late fees and other charges within the terms of the agreement.
• Works hand in hand with Health & Safety to drive a safety culture by managing and monitoring the appropriate health & safety and compliance activities including the incident reporting system and ensures that the community operates in a safe and risk free environment.
•  Ensures the operation of the community complies with Company policies and procedures and any laws and regulations governing housing operations and residential lettings.
•  Manages planned and reactive maintenance and refurbishments engaging marketing and capital projects teams to ensure timely resident communication and completion to a high standard within agreed budgets and timescales.
•  Conducts regular community walkabouts and inspections and takes appropriate actions to ensure that the physical aspects of the property, grounds, buildings, and amenities meet established standards for safety, cleanliness, and general appearance and appeal.
• Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organizational standards, and operational processes related to area(s) of responsibility and reporting violations or infractions to appropriate individual(s).
• Demonstrates appropriate safe behaviors in accordance with Company, property, and departmental policies, procedures, and standards by immediately reporting any mechanical or electrical equipment malfunctions, employee/visitor/resident injuries or accidents, or other safety issues to appropriate individual(s).
• Identifies areas for improvement, offers suggestions to improve efficiency and productivity, and implements ideas that achieve operational excellence.
• Keeps abreast of current changes in technology, processes, and standards within the industry and area(s) of responsibility by attending internal and external training classes, research and/or subscribing to the internet or other professional publications, or utilizing other appropriate method(s) to obtain business and professional information, and applies knowledge and practices to area(s) of responsibility.

Key Relationships

•  Regional Operations Managers
• Investors, Asset, and Portfolio Management Teams. 
• Corporate Support Teams including HR, Finance, Systems, Sales & Marketing, Health & Safety & Capital Projects. 

Knowledge & Qualifications

• Good level of general education
• Proficient in the use of Microsoft Office packages including Word, Excel and Outlook.
• ARLA, IRPM courses completed is desirable
• Proficiency in using property management software. Training will however, be provided.
• A knowledge and understanding of UK Health and Safety policies preferably with some form of recognized training i.e. IOSH or NEBOSH.

Experience & Skills

Essential

• Experience of successfully driving leasing performance and managing operations within the property sector or similar environment.
• Experience of leading a team and a proven track record in delivering service excellence in a similar management role/ environment.
• Detailed knowledge of Landlord/Tenant Legislation.
• A strong team player but capable of working autonomously and taking ownership.
• Excellent organization skills with the ability to multi task and priorities
• Excellent verbal and written communication skills
• Numerical skills necessary to complete the above activities.
• Demonstrated management and leadership skills sufficient to recruit, lead, direct, evaluate and manage team members to achieve high performance, including maintenance specialists.
• Self and culturally aware and able to adapt relationship building, communications and negotiation skills to suit audience.
• Flexible approach to working in a fast-paced environment and adaptable to thriving in a changing environment.
• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.