General Manager - East London

PMR are seeking an experienced General Manager to work with our client, a national Build to Rent provider to oversee 3 Build to Rent developments in East London. This role will involve leading and overseeing multiple onsite lettings and property management teams to ensure the successful delivery of services to residents and the client. The General Manager will be working to improve efficiency and increase profits across the assets whilst maintaining a market leading resident experience.

The postholder will have overall responsibility for the operations and performance of their cluster of assets. They will ensure the smooth running of the assets, all statutory H&S requirements are met, leading on sustainability and customer experience initiatives and ensuring that teams engage with residents in a professional and approachable manner.

This role will also support the Senior Portfolio Manager's in other areas of the portfolio where required such as, site visits to other assets outside of your cluster, mentoring Resident Services Managers and shaping future strategy for the portfolio.

Key Responsibilities:

Staff

• Provide induction training for all team members and ensure each new team member 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 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 Portfolio Manager and Client with insight into the local market, competitors and local demographic
• Liaise with the Leasing Portfolio 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 tenancy journey from enquiry through to move in
• Conduct regular market appraisals and provide the Leasing Portfolio 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 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 all RSM's 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 assets
• Being the lead within your cluster when it comes to legal action and insurance claims
• Liaising with Estate Managers on all external and grounds maintenance issues
• Responsible for Health and Safety compliance coordination utilising company 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 community feel through communication, events and innovations
• Coordinating social media activity in conjunction with in house marketing team
• Be the first point of contact for the RSM's regarding any complex resident's complaints to ensure these are resolved within relevant time scales
• Ensure all of your teams are providing excellent service to residents

Skills, Knowledge and Experience:

• 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