Lease Administration Manager

Job Summary

The Prospect Admin Manager helps the Director lead the strategic management and daily tactical execution of future resident applications. The Manager is responsible for maximizing the organization's occupancy and will be accountable for the performance of the prospect administration team and workflow timeline standards. This role will work with other senior leaders in the organization to ensure organizational, strategic and functional alignment.

Essential Functions

• Lead and manage Rental Operations and US Prospect Lease Administrators: Oversee case management, scheduling, move in calculator, file closure, mid lease changes, lease uploads, screening, HOA and generate all leases for new move ins and current residents.
• Lead and manage Las Vegas phone and processing team: Oversee Las Vegas team due to real estate license requirements.
• Performance Monitoring: Track, analyze, and report on team performance metrics, offering feedback and coaching to help achieve or exceed departmental goals.
• Process Improvement: Continuously assess and refine systems and processes to boost operational efficiency and enhance both prospective resident and employee experiences.
• Issue Resolution: Serve as the primary point of contact for escalated issues, resolving problems and maintaining high service standards.
• Oversee processing initiatives: Execute and manage all pilots, UAT and training for the prospect lease administration team.
• Human Resource Management: Responsible for prospect lease administration personnel including, support, coaching, reviews, corrective action, mentoring, occurrences and time keeping.
• Maintain departmental resources: Ensure all prospective resident SOPs, operation manual and KMS articles are updated.
• Utilize performance metrics for coaching: Leverage performance data to deliver constructive feedback and coaching to team members, aiming to boost individual and team performance.
• Conduct training and quality assurance: Oversee training programs, quality assurance reviews, and performance evaluations to maintain high standards of service and operational excellence.
• Foster a high-quality work environment: Create and maintain a positive and productive work environment, promoting team morale and performance.
• Serve as a support: Support cross-functional teams led by others in the organization, providing insights and expertise to support various initiatives and projects.
• Manage lease compliance: Execute quarterly prospective and current resident lease and cost sheet audits with internal support and legal teams.
• Escalation support: Point of contact for all BBB, executive escalations and legal requests.
• Manage ledger adjustments: Post ledger adjustments and month to month reversals.

Qualifications

• High School diploma or GED required; a Bachelor’s degree in Business Administration, Real Estate, Marketing, or a related field is preferred.
• 4 Years’ experience Manager Level or above ideal.
• Sense of urgency in escalating competitive information and market intelligence to senior management.
• Significant experience with a rapidly growing business.
• Able to gather organization and competitive data and prepare strategies and plans.
• Superior communication skills with the ability to interact cross-functionally at all organizational levels and externally with key business contacts, including exceptional organizational, prioritization and time management skills.
• Experience managing large-scale organizational change initiatives.
• Property management, real estate, retail, or hospitality inside sales experience strongly preferred.
• Demonstrated ability to influence and execute in a multi-location business environment.
• Experience managing multiple projects and teams.
• Yardi and/or SalesForce experience strongly preferred.
• Excellent verbal and written communication skills via phone, email, or text.
• Proficient in MS Office, Outlook, and internet applications.
• Bilingual in Spanish is a plus.
• Strong teamwork and respect for colleagues.
• Able to work independently with minimal supervision.
• Able to work flexible shifts and hours, including weekends, to meet the demands of the business.
• In-office three days a week and remote two days a week.