SENIOR MANAGER, DIVISION OPERATIONS

About the role

The Senior Manager, Division Operations is a leadership role responsible for providing exceptional customer service and quality administrative support to our local Association Management Division. Key responsibilities include:

• Partnering with local office, department and executive leadership, community managers, division accounting and cross-functional company departments to ensure departments meet company and division operational requirements.
• Performing special projects/research and establishing and implementing documentation to focus on division adherence to overall company systems and practices.
• Supporting, developing, and engaging a team of administrative staff.

Responsibilities

Supervise the Remote support staff team members to ensure staff are successfully meeting the standards and practices of the Company, job descriptions and assigned workflow functions.

• Conduct review of new hires on-boarding program to ensure all on-boarding and assigned training modules are completed.
• Partner with Division Accounting for key high volume seasonal events such as Association tax and audit season ensuring engagement letters and tax filings are completed accurately and submitted to the CPA in a timely manner.
• Leveraging internal systems and reports, coordinate with Division Accounting and office leadership to ensure all client budgets are completed on schedule, in alignment with fiscal year deadlines and established internal processes.
• Develop and maintain the Division’s annual meeting calendar, partnering with office leadership to ensure all deadlines are met and key milestones are accurately drafted, managed, and executed in alignment with established timelines.
• Review and report on internal system usage, response times, and operational data across company platforms, including Text Trusty, Vantaca, time tracking, phone/call logs, Board member terms, Vantaca IQ, and PowerBI.
• Support documentation and review of information surrounding client turnover, bringing challenges, and leading discussion around opportunities for improvement to attention of local and executive leadership.
• Supervise and monitor Remote Team Member performance, attendance, and scheduling to ensure adequate operational coverage; provide coaching, counseling, and ongoing development to drive performance improvement and accountability.
• Lead regular individual and team meetings to communicate departmental priorities, updates, and best practices, while preparing comprehensive performance assessments for annual reviews in partnership with Division Leadership and key stakeholders, including Regional Managers and Community Association Managers.
• Assists in creation of Division templates and standards for team members.
• Act as a conduit to bring operational concerns and issues from the team to the Division Leadership.
• Coach and train new team members in accordance with Division and Department policies and procedures; complete and/or oversee all onboarding requirements.
• Ensure remote team retention through mentoring, encouragement, and positive relationship building.
• Collaborate with Division leadership to coordinate team building efforts, implement new initiatives, and program improvements.
• Respond to client concerns and issues of client satisfaction; bring items of concern to the attention of Division Leadership.
• Aid in ensuring continuous service to both internal and external customers in the absences of administrative team members.
• Aid in specific duties including, but not limited to: training, assistance with initiatives, and other special projects as determined by Division Leadership.

Qualifications

• High School Diploma (or equivalent)
• At least (5) years of experience in the Community Management industry handling the duties and responsibilities specified above
• Prior supervisory experience required
• May require industry certifications or licensing (state dependent)
• Solid knowledge of Microsoft Outlook, Excel, and Word
• Strong leadership abilities and comfort with public speaking (small and large groups)
• Ability to meet deadlines and address time-sensitive issues
• Ability to manage workflow amid shifting priorities
• Willingly to learn Company process and procedures, and learn/use proprietary software
• Work independently, with little oversight, and with accountability to Division Leadership for the end result achieved
• Demonstrate a positive attitude and ownership mentality; we believe each employee can build his/her own future
• Strong ability to problem solve and utilize resources to bring solutions to client challenges
• Strong written and verbal communication skills
• Ability to delegate to internal support team members, while maintaining accountability for the end result
• Ability to provide conflict resolution to personality challenges that may arise with Board members or homeowners in a calm manner
• Ability to motivate, coach, and ensure accountability for the AE team.

Special Position Requirements

• Must have reliable transportation to travel between office locations as needed
• Must have and maintain a valid driver’s license and vehicle insurance in compliance with Company policy
• Must be able to drive in the dark if required

Essential Functions

• Use standard office equipment, including: computer, multiple web-based applications, smartphone, tablet, copier/scanner, etc.
• Be stationary for periods of time
• Relocate up to (25) pounds
• Travel to and from offsite locations