General Manager - The Wiltern, Ealing

 Purpose of the Role

Overall responsibility for the delivery and leadership of day-to-day operations on a flagship 279 unit BTR development in Ealing. Accountable for onsite lettings and property management teams to ensure the successful delivery of services to residents and the client. Responsible for improving efficiency and increasing profits whilst maintaining a market leading resident experience.

You will have overall responsibility for the operations and performance of your development. You will be ensuring the smooth running of your site, all statutory H&S requirements are met, leading on sustainability and customer experience initiatives and ensuring that your team engage with residents in a professional and approachable manner.

From time to time, your role will also to be to support the Senior Portfolio Manager in other areas of the portfolio where required such as site visits to other assets, mentoring Residents Services Managers and helping to shape the future strategy for the portfolio.

Key Responsibilities

Staff

• Provide induction training for all team members ensure each new team members is provided with a 3 month induction plan, training records and access to learning tools and a mentor

• Coach, mentor, and develop staff including overseeing new employee onboarding and providing career development planning and opportunities

• Empower employees to take responsibility for their jobs and goals. Delegate responsibility where required

• Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning

• Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary

• Complete regular 121’s with the RSM’s and ensure they are also doing the same with their direct line reports

• Lead employees to meet and exceed the organisation’s expectations for productivity, quality, continuous improvement, and goal accomplishment

• Build a team within each asset and create a sense of synergy across the portfolio

Leasing

• Provide the Leasing Manager and Client with insight in to the local market, competitors and local demographic

• Liaise with the Leasing Manager and Marketing executive to agree leasing & marketing strategy for the initial let up phase of the development and once the development becomes stabilised

• Where required assist the RSM / Leasing Manager with the resident journey from enquiry through to move in

• Conduct regular market appraisals and provide the Leasing Manager / client with feedback regarding pricing strategy etc

Commercial

• Ensure all purchasing levels are within authorised limits using nominated suppliers only

• Control all costs within budgeted responsibilities, maintaining records of all spend per property

• Ensure all invoicing for your properties is correct and all financial procedures are adhered to

• Review daily all outstanding payments and bad debtors report for your property

• Take the lead on bad debt cases, ensuring the Savills accounts team are kept updated and legal processes are instructed as required

• Establishing and delivering additional income streams where appropriate

• Analyse site expenditure and look for ways to gain cost savings where appropriate

• Hold business reviews quarterly with your direct reports to discuss site performance and agree improvements

Property

• Conduct weekly building checks within each asset and feedback issues to the RSM to rectify

• Maintain excellent working relationships with external contractors and suppliers

• Work with the Facilities Manager to agree PPM contracts for your development

• Being the lead within your cluster when it comes to legal action and insurance claims

• Liaising with FM on all external and grounds maintenance issues

• Responsible for Health and Safety compliance coordination utilising Savills systems; liaising with the Estate managers where required

• Meet regularly with the FM to discuss compliance measures within each property

• Schedule and carry out where applicable all statutory training with team

• In the event of any major incident or crisis be available to support team

Customer Service

• Creating a best in class community through communication, events and innovations

• Coordinating social media activity in conjunction with in house marketing team

• Be the first point of contact for your team regarding any complex resident complaints to ensure these are resolved within agreed KPI criteria

• Ensure all of your team are providing excellent service to residents

• Relentless approach to improving standards and ensuring all the team are focused on delivering against their resident experience KPIs

Skills, Knowledge and Experience

• Proven ability to managing a residential development to exceptional standards

• Strong customer service ethic / background

• Experience in managing a team of at least 6 people

• Experience in managing expenditure against budget

• Understanding H&S compliance and complex building matters is a must

• Positive, can do attitude

• Common sense approach

• Ability to think on their feet and make considered decisions

• Outgoing, warm and friendly personality

• Organised, meticulous, tenacious

• Excellent written and spoken etiquette

• IT literate and Social media savvy

• Strong financial management skills

• ARLA – Desirable

• IOSH - Desirable

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Please see our Benefits Booklet for more information.