Job Overview:  

 

The Regional Director is responsible for FirstService Residential’s Management operations in a particular market area or business segment. The Regional Director is a team builder and leader that ensures high levels of service and client satisfaction, uses FSR resources to the advantage of staff and clients, and understands the local market. Regional Directors are experts in common interest development management, excellent communicators, creative problem-solvers, inspirational motivators and promoters of FSR’s growth.

 

Ideal Candidate MUST HAVE: Strong People Leader skills, excellent communication, and Community Management experience (Preferably HOA).

Compensation: $100 - 105k

 

FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client’s property, the salary or wage will also be premised upon the client’s directive. The base pay range is subject to change and may be modified in the future.

 

Job Responsibilities:

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

 

Client Retention - Maintain client satisfaction by ensuring excellent delivery of FSR’s contracted scope of services.

Lead a team of General Managers and support staff to execute timely and responsive service to their high-rise clients. Through personal attendance at periodic board meetings, the Regional Director will build relationships with board members and monitor client satisfaction, understand client needs and expectations, observe staff performance and deliver constructive feedback, and provide ad-hoc leadership and hands-on problem-solving. Learn and use FSR’s resources and processes to ensure staff is delivering service in accordance with FSR’s standards, California Civil Code, labor laws, and other industry regulations and best practices. Manage Accounts Payable approvals of credit card and employee reimbursements, and other exception transactions. Perform basic accounting research using Jenark inquiries and reports. Generate automated Board Packet, On-line training aids, Net Promoter Survey Periodically review board packets for completeness, accuracy and compliance with California civil code.  Ensure Community Managers are prepared for client questions. Periodically review client financial reports to identify potential issues, cost saving opportunities, and significant departures from budget. In new buildings, the Regional Director will build relationships with developer board members, and ensure accurate turnover of facilities, and administration of any special agreements between the HOA and the developer or other affected parties. Ensure preventative maintenance is being planned and executed. Ensure fire, life, safety and related emergency plans are in place and understood by staff. Strategically assign staff to accounts.  Continuous evaluation of staffing plans – do we have the right people in the right positions doing valuable things? Review key correspondence to board members, attorneys, and developers; along with mailings to entire membership such as budgets, rule changes, special assessments, elections, recalls, etc. Negotiate FSR contract renewals as needed.

KEY PERFORMANCE METRIC / GOAL: 100% client retention

 

Employee Retention & Development - Build a strong and resilient team by fostering positive attitudes and a performance-based culture.

Continuously monitor staff performance by actively engaging in and observing day-to-day activities. Periodically visit sites to view service levels and adherence to our global service standards. Foster excellent performance by publicly celebrating successes on a consistent basis. Manage poor performance through private coaching and expectation setting as necessary. Perform comprehensive annual and mid-year reviews of all direct reports, and ensure all staff reporting into your region are receiving adequate reviews. Promote overall company and regional goals, and create personal goals for individuals. Review and approve payroll reports and vacation/sick/leave of absence requests through FSR’s automated payroll system – ADP Advantage. Engage in perpetual recruiting of top level talent. Stay involved with industry groups and vendors.

KEY PERFORMANCE METRIC / GOAL: 10% or less voluntary turnover

 

Grow Regional Earnings

Work closely with the FSR Sales and Marketing departments to identify potential FSR clients in your region and develop strategies to create contact with decision makers.  Participate in sales presentations and promotional opportunities and onboarding of new accounts. Build network with local attorneys and key vendors.  Get to know local police and fire authorities.  Search for “compelling events” which provide an opportunity for FSR to engage a prospect. Participate in at least one industry or civic group or outside committee (i.e:  CAI, CACM, BIA, HBC, Chamber, Rotary, United Way, etc.).

KEY PERFORMANCE METRIC / GOAL: Meet Regional EBITDA targets – Typically requires 100% account retention and one or two new accounts each year

Skills & Qualifications: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  

Excellent verbal communication and presentation skills. Active listening and effective oral communication are critical talents needed for client retention. Issues must be understood completely and solutions/plans must be clearly articulated.  Creative problem solving and issue resolution. When issues present themselves, one must be able to develop a proactive, win-win strategy to alleviate loss of contract or reputation. Excellent written communication skills that are clear, concise and grammatically correct. Leadership/Team Building skills. Individual must be willing and able to train and educate staff. Be aware of variables affecting employee retention and/or morale. Individual should maintain a positive attitude, acknowledge ideas and suggestions from others and share ideas in a constructive and solution driven manner. Excellent organizational and time management skills. Ability to work well under pressure, meet deadlines, and multitask. Must attend all company and client meetings and be punctual.  Technical dexterity. Strong user of Microsoft Office Applications, especially Outlook, Word and Excel. Ability to learn FSR’s proprietary systems and embrace continuous process improvement initiatives 

Education and Experience:

Applicable experience for this role includes a minimum of 5 years of successful HOA or other high-volume property management Current CCAM or PCAM certification desired Valid California driver’s license and state-mandated vehicle insurance 

Supervisory Responsibility

As Regional Director, supervisory duties include oversight of General Managers and their staff including: Assistant General Managers, Front Desk Staff, Engineering and Maintenance Staff, and key vendors. 

Physical Requirements & Working Environment:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Must be able to lift 25lbs. Must be able to sit for extended periods of time. Must have finger dexterity for typing/using a keyboard. Talking and hearing occur continuously in the process of communicating with guests, supervisors, vendors, and our clients Ability to walk extensive slope and/or flat association areas and visually review landscape, building areas, recreation facilities, parks, etc. to ensure proper maintenance. Ability to work late into the evenings as required for board and other meeting attendance. Work is performed in a variety of environmental conditions, with exposure to outdoor temperatures, weather variations, traffic and equipment noise, equipment vibrations, vehicle and/or chemical fumes, chemicals such as cleaning solvents and grease, machinery and their moving parts, and dust. This is not a remote work position.  

What We Offer: 

Medical, dental, and vision plans (full time and part time 30+ hours) Part time 20+ hours qualify for dental and vision 401K match Time off including vacation, sick, and company paid holidays Pet insurance available Verizon discount Tuition reimbursement Legal services Free emotional wellbeing and daily life assistance support for all associates Domestic partner coverage Health savings account Flexible spending account 

About Us:

 

FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada.

 

Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.

 

Disclaimer:

 

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.

 

FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

 

Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws. All offers of employment with FirstService Residential are contingent upon a satisfactory background check.