Operations Manager, Multifamily

Job Title

Operations Manager, Multifamily

Oversees all operational aspects of managing and leading staff to ensure the highest level of delivery of services consistent with C&W’s standards across the market’s portfolio.

ESSENTIAL

JOB DUTIES:

• Participate in monthly calls to share best practices in multiple markets
• Establish and monitor appropriate checks and balances to ensure high level of quality in operations while ensuring that the management teams understand and exceed the goals/expectations for each property
• Property lease file audits and unit inspections
• Aged payable review and collection assistance
• Managing site level training compliance
• Monitor and improve online reputation scores
• Conduct monthly marketing audits
• Work with Director of Operations to improve results on troubled asset watch list
• Lead property shops program
• Monitor and improve governance around renter’s insurance program
• Drive performance to mandated purchase order platform
• Other tasks as assigned including but not limited to; scheduling quarterly rally calls, termination report review, approval/review of application access requests, OTC ticket input, prepare market data reports when requested, emergency operations plan oversight, assisting in onboarding and offboarding activities for assets or team members, run performance incentive programs, review/correct costing allocations, drive culture as event leader.

• Understand and observe compliance with management agreements, review and approve expenditures, which exceed the authority level established for project and property manager as merited.

• Guarantee timeliness and accuracy of financial and management reports, and confirm that expenditures comply with Client and C&W policies

• Assist property/account manager in maintaining client relationships

• Ensure compliance of full utilization of C&W tools and resources (i.e. Connect, Multifamily SharePoint site, Yardi, Pinntranet, Help Hub, Blue Moon, Ops Technology, Real Page, others as need or PMA dictates)

• Verify the existence of property procedures related to CCIs and Property Inspections and including updated to current industry, Client, and C&W standards

• Provide training and professional development in conjunction with Multifamily Policy Library and Maintenance/Operations SOPs

• Interface with accounting leaders and Transitions & Quality Control leader for feedback on associate performance and to conduct periodic audits when necessary

• Coordinate Due diligence and Transitions in partnership with COEs and Sr. Leadership

• Help develop the most profitable and efficient personnel model to staff each asset.

• Assist the Asset Services leader in delivering financial results (P&L responsibility)

• Assist Managing Director with hiring, supervising, training, reviewing and overall performance management of asset services personnel