VP of Branch Operations

Vice President of Operations

Position Summary: The Vice President of Operations is responsible for the strategic leadership, operational performance, financial health, client retention, employee engagement, and growth of the branch. This executive leader partners with the Branch President to execute organizational objectives, develop high-performing teams, drive client satisfaction, and ensure operational excellence across all managed communities.

• Pillar 1: Employee Morale & Leadership Development
• Pillar 2: Client Retention & Service Excellence
• Pillar 3: Growth & Strategic Leadership
• Pillar 4: Profitability & Financial Performance

Essential Duties & Responsibilities

• Pillar 1: Employee Morale & Leadership Development
• Pillar 2: Client Retention & Service Excellence
• Pillar 3: Growth & Strategic Leadership
• Pillar 4: Profitability & Financial Performance

Talent Development

• Ensure completion of all onboarding, training, and continuing education programs.
• Support professional designation achievement including CMCA®, AMS®, and PCAM® certifications.
• Monitor employee engagement and retention metrics and implement improvement initiatives.

Client Retention & Service Excellence

• Maintain strong relationships with Boards of Directors, homeowners, vendors, legal counsel, and business partners.
• Serve as executive escalation point for client concerns and service issues.
• Lead resolution of client complaints, survey feedback, online reviews, and service recovery efforts.
• Conduct regular client touchpoints with high-value and at-risk communities.
• Support Association Managers in board meeting preparation, governance matters, and strategic planning.

Operational Excellence

• Ensure timely delivery of management services, financial reports, board packets, insurance documentation, and compliance requirements.
• Monitor branch performance through Power BI dashboards, client surveys, and operational scorecards.
• Ensure adherence to company policies, governing documents, and regulatory requirements.
• Oversee Strongroom workflows, accounts payable processes, and operational compliance standards.
• Review weekly action items, TownSq deliverables, and community service metrics.

Risk Management

• Oversee litigation matters, insurance claims, compliance issues, and other high-risk association matters.
• Partner with legal counsel and insurance professionals to mitigate organizational risk.
• Ensure appropriate documentation and record retention practices are maintained.

Business Growth

• Aid in the development and execution of branch strategic plans.
• Identify opportunities for organic growth through enhanced services and client retention.
• Support business development efforts including proposals, presentations, transitions, and client onboarding.
• Participate in networking, industry events, and business development activities.
• Aid in acquisition integration and branch expansion initiatives when applicable.

Operational Strategy

• Analyze branch performance data and implement continuous improvement initiatives.
• Drive operational efficiencies through process improvement, technology utilization, and best practices.
• Partner with leadership to establish and achieve annual branch goals and objectives.
• Lead special projects and strategic initiatives that improve service delivery and profitability.

Profitability & Financial Performance

• Aid in managing branch budgets, forecasts, and financial performance.
• Monitor revenue, expenses, profitability, and key financial indicators.
• Partner with Association Managers to identify revenue enhancement opportunities.
• Review branch financial performance and recommend corrective actions as needed.
• Ensure communities maintain appropriate cash flow and reserve funding levels.
• Monitor low-cash reports and collaborate with management teams on financial planning strategies.
• Support annual budgeting processes and financial planning initiatives.
• Drive accountability for branch financial goals and performance metrics.