1. KEY JOB PURPOSE

The Head of Property is responsible for the implementation of the agreed services in the areas of property management, facility management and rental supervision. The role ensures that units and rental areas are used optimally, that customers and users are looked after in a courteous, friendly, and professional manner and that all processes and transactions are properly documented.

Manages and supervises all property projects within the group and work closely with leasing agents to address tenant issues and changes to rental agreements.  Maintain relationships with all service providers and coordinate routine or emergency requests from tenants.

Provides leadership and direction in ensuring smooth functioning of overall property management operations  of  the  company  to  increase  productivity  through  efficient  customer  recruitment  and maintenance strategies and price negotiation.

• KEY DUTIES RESPONSIBILITIES

Customer Relationship Management

• Manage all aspects of assigned properties both within the group and with tenants.
• Use analytical skills to evaluate leasing or rental contracts and determine whether they meet client’s interests
• Design business plans for assigned properties that suit customers’ needs
• Ensure inspection and maintenance arrangements meet standards
• Maintain a positive, productive relationship with tenants and ensure timely resolving of tenant’s concerns.
• Negotiate lease/contracts with contractors in a timely and reliable manner
• Ensure timely advertisement of vacant spaces to attract tenants
• Ensure maintenance of relationships with service providers such as local landscaping, plumbing or electrical services
• Develop and manage annual budgets by forecasting requirements and analyzing variances, data and trends.
• Oversee properties’ personnel and assess its performance.

• Source and build relationships with prospective clients to expand business opportunities
• Identify new business opportunities.
• Update market intelligence knowledge/trends.

Customer Service Delivery

• Forecast revenue for the coming weeks/months.
• Ensure compliance with all third parties
• Ensure all queries/inquiries from customers are responded to within reasonable time (preferably within 24 hours).
• Ensure all extra charges (are clearly communicated to customers and the accountable party confirms for easy and smooth compensations.
• Ensure exceptional service level to the clients by adhering to process flow (Standard Operating Procedure – SOP) timelines (Turnaround time – TAT) and contract terms.

Cash Collection

• Collect receivable accounts and handle operating expenses and ensure all controls are adhered to.
• Ensure customers’ statements of accounts are reconciled, up-to-date and shared with the customers as frequently as per agreements.
• Ensure invoicing procedures are well communicated for correct invoicing.
• Accomplish financial goals and report periodically on financial performance
• Ensure all extra charges are fairly confirmed by customers and billed timely.

Reporting

• Prepare periodic reports on rent collections and property performance.
• Ensure all reports of performance evaluation, business review, prices reviews, pipelines etc., are discussed with the customer and submitted to managements of both parties timely.
• Ensure post-mortem reports after tenant’s contract expiration are prepared by identifying achievements and areas of improvements and share the reports with management.
• Conduct monthly performance self-assessment evaluation, get it reviewed and signed off and implement all generated actions to improve personal performance.
• Review monthly and weekly reports and discuss with management (targets vs actual, market research, post-mortem, cash collections, etc.).
• Any other task given by the management.