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  • Posted: Sep 3, 2020
    Deadline: Not specified
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    Talent is just the Beginning. Commitment becomes the Success Story. HR Advance is your specialist recruitment partner that sets the benchmark for talent acquisition and professional placement. With our strategic approach, we appreciate the intricacies that come with every job seeker and talent seeking corporation. Whether its permanent or contractual solutio...
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    Tenant Experience Manager

    The Job

    Our client, a property management company, seeks to employ a Tenant Experience Manager (Customer Service and Admin) to join their team. This role is based in Hillbrow North (Border of Hillbrow and Parktown). Reports into the CEO. Remuneration: R25 000 minimum plus benefits

    The Tenant Experience Manager shall work alongside the Management Team, reporting to the Board of Directors represented by the Chief Executive Officer.

    Primary Function / Position Summary:

    The position is primarily responsible for executing Tenant Experience Business Strategies by directing and coordinating activities to achieve overall Tenant Experience efficiency and effectiveness towards a sustainable and profitable environment. Ensuring a client-focused mentality in the business unit.

    This role extends across the following department(s);

    Tenant Experience Administration, Collections, Department Metrics Reporting, and Tenant Retention and includes setting Strategy, Performing Detailed Reporting Analytics and direct management of the Tenant Experience Administration team.

    Major Responsibilities / Principal Accountabilities:

    Financial Focus

    • Ensure the Appropriate & Timeous procurement and processing of all Tenant Applications by the Tenant Experience Administration team.
    • Clear knowledge & understanding of all Tenant documents and contracts and contractual performance obligations due to Tenants by the company.
    • Resource management, over / under-recovery against Tenant Experience expenses i.e. Card Charges, Sleepovers, Overcrowding, and Click-On.
    • Manage department planning and time ensuring maximum employee efficiencies.
    • Assist with timeous and accurate billing processes of Tenant costs, ensuring that quality preparation and presentation of statements is executed within time parameters and statements are checked against leases and billing schedules.
    • Job management - ensuring all Charges are billed before the closure of the period.
    • Ensure that all un-authorised leases are addressed on a regular basis.
    • Prevention of errors – financial loss control.

    Client Service

    • Assisting the Board in the goal of ensuring the Company provides an excellent product and service which is responsive to tenants' needs and contributes to the Company's profitability and long-term sustainable relationships.
    • To this end, being able to interrogate and review the effectiveness of Customer Service in the Tenant Experience Departments.
    • Ensure adherence to systems, and direct on best practice and Tenant Experience requirements.
    • Responsible for constantly improving Tenant Experience, better workflow, and processes to increase accountability, productivity, and faster turnaround times.

    Workflow & Output

    Role

    The overall responsibility of this role is to manage the Tenant Experience Departments in the coordination and control of the workflow; from briefing through all facets of "job" origination and production ensuring deadlines and other commitments are met

    • Functional Traffic Control (Allocation of work, and deadline delivery)
    • Traffic Management (Resource allocation and flow of work)
    • Cost Control (Minimise errors)
    • Endeavour to reduce resource waste by ensuring planning and scoping is correct and work performed is according to the scope.
    • Problem-solving (Management of unforeseen problem situations)
    • Time Management (Negotiation of resource commitment to meet deadlines i.e. Overtime at times)
    • Business Processes (Continuously improve on business processes)
    • Driving Productivity (Forward planning to identify bottlenecks and plan accordingly)
    • Resource Planning (Managing and planning resource across all disciplines)
    • Communication (Across all Company departments).

    General Management

    Oversee Departmental Operations to ensure efficiency, quality and service, and cost-efficient management of resources.

    • Responsible for the general management of the service teams, and ensuring direct reports are being effectively managed.
    • Crisis Management
    • Resource planning - ensure the right number of employees, with the right skills, in the right places, at the right time
    • Instill innovative processes.

    Process Excellence

    Business Processes.

    • Ensure existing processes are strictly adhered to.
    • Ensure implementation and Tenant Experience of all departmental systems and processes as aligned to the business strategy
    • Ensure continuous business process improvement within the department.
    • Adhere and follow all required business systems and ensure that the team adheres to them without fail.
    • Develop and implement own management reporting for inclusion in management reporting packs in conjunction and collaboration with the other managers. e.g. Daily updates on 1. Applications, 2. New Leases, 3. Tenants Vacating etc.

    Information Technology

    • Adhere and ensure adherence to all IT related processes and requirements

    Compliance

    • Strict adherence to all processes, compliance mandates and requests
    • Ensure that all timing of processes are adhered to i.e. (Time limits are achieved etc.)

    Key Performance Indicators for Department:

    • Process – Efficiency and Productivity of the teams e.g. Number of tasks performed correctly, the first time, within a specified period of time; Urgency in dealing with tenant requests.
    • Input – Measurement of resources invested in generation of business results i.e. Rands spent on Tenant Experience tools and equipment, Cost of Tenant Experience teams, Systems, People.
    • Output – Measurement of Financial and non-financial results of business activities i.e. Rands spent on Tenant Experience activities vs costs recovered from tenants
    • Leading – Measurement of Activities that have a significant effect on future performance. Drive the performance of the outcome measure, being a predictor of success or failure
    • Lagging – Measurement of the output of past activity i.e. Success or failure after events such as the Monthly Billing process.
    • Outcome – Quantification of performance i.e. Task Accuracy within specified limits, Tenant Satisfaction and Tenant Retention.
    • Qualitative – Employee/Tenant satisfaction survey of generated benefits i.e. are staff and tenants happy?
    • Quantitative – Measurable characteristic i.e. Average numbers i.e. Tasks completed correctly, first time.

    Key Performance Indicators for Manager:

    • Process – Efficiency and Productivity of the teams – Are the teams efficient and productive?
    • Input – Measurement of resources invested – Are the departments' resources applied effectively?
    • Output – Measurement of Financial – Is the department Tenant Experience cost-effectively?
    • Leading – Measurement of Activities that have a significant effect on future performance - % Planned or proactive activities vs reactive activities;
    • Lagging – Measurement of the output of events.
    • Outcome – Quantification of performance.
    • Qualitative – Employee/Tenant satisfaction.
    • Quantitative – Measurable characteristics driven by performance reporting.

    Qualifications and Requirements:

    • At least 5-7 years management experience in Customer Service and Admin Management within the Real Estate industry with a demonstrated track record of this.
    • Experience in Management of people
    • A relevant tertiary qualification in Admin or Management
    • IT Systems experience - MDA Property Manager, Google G-Suite, MS Word, Excel Hugely Advantageous

    Method of Application

    Interested and qualified? Go to HR Advance on www.linkedin.com to apply

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