Key Performance Areas Activities Key Performance
Indicators
Property Management and Administration Ensure the implementation of correct leasing and tenant selection procedures and standards
Make available all documentation related to application process such as updated application forms, lease documents, tenant course forms, house rules and project fact sheet.
Check grey files and submit to senior management
Ensure 100% compliance of Intake policies and Procedures
Manage vacancies/waiting list
Submit vacancy and exit report
Ensure intake is done timely and correctly
Oversee arrears management
Request legal letters and eviction orders, pending on decisions made
Ensure legal processes are followed correctly
Check and approve exits for refund, submit cheque requisitions
Follow up on tenants that have vacated without paying their arrears.
Blacklisting of tenants accounts left in arrears and not prepared to make a payment arrangement Leasing Policies and Procedures well followed
All documentation made available for the facilitation of a smooth application process
Check all documentation that is not clear / unsure of to determine approved or declined according to regulation
Check all files before leases are signed to ensure 100% compliance
Ensure files are kept on standby to fill vacant units
Compile and submit vacancy and exit report
Follow up on arrears management to ensure arrears stay below 3%
Request legal letters and eviction orders as required by legal process, keep cost to minimum
Finalise exit documentation and calculate deposit refund. Submit to finance for payment within 14 days of exit
Well managed bad debts
General office administration Schedule necessary meetings.
Prepare meeting venues including ensuring that appropriate equipment is available
Ensure that all documentation is kept in a safe and secure environment
Ensure that all relevant correspondence has been sent
Ensure that all filing is done and up to date
Maintain all relevant information on database
Develop and maintain a contacts database Meetings are scheduled and meeting venues prepared
Area is well maintained.
Documentation is easily accessible
Information is up to date.
Petty cash is reconciled and balanced
Office equipment maintenance Oversee use of office equipment
Manage maintenance of office equipment
Ensure that necessary spares for the office equipment is always readily available All office equipment maintained and fully functional
Necessary spares for office equipment always available
Rent Roll Administration Ensure statement information is up to date and correct
Upload batches for additional charges
Run pre-billing and edit to send to HMs for checking
Check with HMs to ensure pre-billing check is signed off
Print/Email, process and distribute statements before the 25th
Ensure all letters/newsletters are attached correctly Ensure all information on statements are correct, and update if changed
Ensure all additional charges are correctly recorded in batches and uploaded to MDA
Run pre-billing check and edit, send to HMs to check and approve
Ensure the pre-billing check is done thoroughly and signed off for printing
Print / Email statements, arrange to have them folded and processed to be ready for distribution before the 25th of every month
Basic financial management Resolve tenant payment queries Ensure tenant payment queries are investigated and resolved.
Client Services Deal will all tenant related complaints/queries
Investigate complaints
Ensure customer service standards are maintained
Ensure sufficient tenant communication
Compile and distribute relevant tenant communication, such as newsletters and broadcast messages. Accept emails, phone calls, ad hoc visits, scheduled meetings to deal with all tenant related complaints and queries of all kinds.
Investigate complaints and resolve
Maintain a high level of customer service
Send bulk smss / letters with statements when required to ensure tenants are informed
Ensure newsletter is compiled an distributed every quarter
HR and Staff management Submit HR documentation
Ensure staff files are up to date
Manage the house managers and the cleaning staff
Oversee, direct and manage communication and facilitation between maintenance and HMs to ensure maintenance is done timeously and to standard. Submit HR documentation to HR department including personnel information, contracts, leave forms, AF policy documents, IR documents etc.
Ensure all new staff documents have been submitted to HR and staff files are up to date
Manage teams
Facilitate maintenance procedure.
Role Requirements
Qualifications and Experience
Matric and a relevant tertiary qualification is necessary
Minimum 2 year office administration experience within the property management sector
Drivers license
Registered property practitioner with the PPRA would be advantageous
Competencies
Computer Skills - MS Office
MDA experience advantageous
Communication Skills
Customer Service
Relationship Management
Teamwork, Management and Leadership Skills
Gathering and analyzing information