Operation Manager at Africrest Properties

Position Purpose and Profile:

• It is a requirement of this position that the Operations Manager takes full responsibility for all operational matters relating to the Residential Property Portfolio. This includes liaising with tenants, service providers, contractors, and property owners, capturing of property, tenant maintenance issues on the Company’s maintenance ticketing system (Freshdesk), as well as move-in and move-out inspections, and the updating of data on ticketing system. The role also includes taking care of all the general office administration and day-to-day operations relating to on-site operations.

Responsibilities:

Daily Responsibilities:

• Creating and/or following procedures and policies that ensure scheduled and ad hoc maintenance is completed in a timely fashion.
• Addressing and maintaining all Freshdesk tickets that have been logged.
• Identifying and reporting developmental issues to senior management.
• Monitoring Freshdesk tickets and prioritising urgent tickets, turnaround time of 24 hours with regards to ticket feedback.
• Liaising with customers, as well as internal personnel including the maintenance team.
• Strong analytical skills and attention to detail.
• Good business acumen for problem solving and dealing with maintenance queries/issues.
• Confidence to deal with a range of stakeholders.
• Excellent time management skills and ability to prioritise a demanding workload.
• Proven track record of making successful decisions.
• Familiarity with data entry and analysis.
• The ability to listen and negotiate winning solutions.
• Updating of maintenance schedules.
• Managing the on-site handymen, including all overtime submissions to head office.
• Managing move-in and move-out out inspections.
• Managing cleaning, security, gardening, and waste management contractors (and possibly others) in line with SLA.
• Purchasing maintenance supplies for the property and on-site handymen.
• Snagging and de-snagging of premises and common areas.
• OHS Act compliance on site.
• Filing of all correspondence in respect of the above.
• Ticketing system administration
• Capturing of all maintenance feedback on Freshdesk.
• Maintain customer/tenant files within the requirements of POPI.
• Support Property managers in respect of maintenance’ issues for the property portfolio.
• General Administration
• General Administration (accounts, allocation of payments, making visitors at the office feel welcome, answering of phone calls, assisting where necessary to make sure the office is run in the most efficient manner, etc.). Assisting the Property Manager in respect of administration requirements.
• Arranging meetings between the Property Manager and the customer/tenant where required.
• Ensuring premises are reinstated when tenants move out.
• Filing of all correspondence in respect of the above.

Monthly Responsibilities

• Financial
• Monitor maintenance costs and manage expenses including capturing of recoverable charges (maintenance for move-out inspections) on tenant accounts.
• Management Reports
• Monthly building inspection report.
• General
• Ensuring that all recoveries are loaded in respect of items deemed recoverable in terms of the Lease Agreement.

Annual Responsibilities

• All fire equipment to be serviced according to regulations, laws, and insurance requirements.
• Archiving of all correspondence and files, including management of files in accordance with POPI.

Qualifications:

• Matric
• Minimum 2 years operations or similar experience
• MDA or similar experience (preferable)

Skills:

• Operations experience in property – Not required but increases applicants chance of success.
• Great technical knowledge.
• Excellent written, verbal, interpersonal and organizational skills.
• Numeracy and financial skills and appreciation.
• Computer literacy.
• Ability to adapt to a variety of environments and work demands.
• Ability to maintain a high level of sensitivity to client and tenants needs.
• Willingness to work additional hours as the demands of the job might indicate.
• Customer focused attitude.