Manager: Residential Leasing & Admin

The purpose of the role is managing, motivating, and leading the Residential Leasing team to ensure that department goals are achieved in line with the overall strategy of City Property. The role is secondly responsible to ensure that vacancies are reduced, income is maximized, and budgeted growth is obtained by maintaining exceptional customer service to all clients and giving the necessary internal support to related departments. The role is lastly responsible for residential leasing marketing.

Manage the letting process to reduce vacancies and achieve budgeted growth.

1. Manage team to achieve monthly target number of deals.
2. Manage vacancies, including follow up on vacancy recon items, identifying critical vacancies and management of C&M and R&M lists.
3. Analyze vacancies and ensure problematic or longstanding vacancies are let through performance management, marketing, and innovative initiatives.
4. Visit buildings/vacancies as well as competitor buildings to identify problems/market trends and suggest solutions.
5. Ensure the outbound centre is operating efficiently to assist in the achievement of the required conversion rate on leads received.
6. Market products and special deals in innovative ways.
7. Ensure the team and processes operate efficiently to let apartments quickly, without losing prospective tenants.
8. Investigate and compare new project buildings to similar buildings in the area to do a proposal on new market rental.
9. Management of the leasing process to ensure all application forms are completed accurately and in full of all supporting documents attached, as per residential guidelines.
10. Ensure that correct procedures are followed to ascertain credit risk of new applicants. MDA Blacklisting, bank account details, next of kin and employment checks need to be performed on all applications and noted accurately on documentation and BookIt.
11. Rental increases of tenants to be managed by reviewing the letting reports and adjusting increase percentages if necessary. To consider current market rental of a similar unit, the vacancy and income growth of the specific building.
12. Manage and agree Renewals as per agreed Residential guidelines. Follow-up on outstanding leases and renewals not captured on MDA.
13. Report at various forums on vacancies, market trends, tenant feedback and income achieved.

Provide a quality Customer Service.

1. Manage the outbound centre to provide quality customer service to prospective tenants.
2. Ensure that leads are followed up timeously, consistently and resolved within required SLA levels.
3. Ensure that reconciliation items between the deals done list and leads converted are investigated and corrected by agreed deadlines.
4. Ensure resolution of tenant enquiries are done within the targeted turnaround time and SLA levels.
5. Manage accuracy of applications and lease documentation.
6. Ensure leases are sent by agreed timelines to Data Management for capturing on the MDA system.
7. Give feedback on implementation of new or development done to new/existing systems at due dates. To participate in testing and management of systems.
8. To ensure all technology systems are performing efficiently and troubleshoot problems and escalate appropriately.
9. Provide or arrange relevant training for effective use of technology systems to provide excellent customer service to tenants.
10. Rent reduction enquiries to be done timeously and within the business guidelines. Income growth, income budget and building vacancies should always be considered when reduction proposals are made. Provide leadership to the teams reporting to this position. 1. Achieve the agreed KPI’s in terms of own performance management agreement and income targets.
2. Ensure teams achieve their agreed targets and that excellent and poor performance is dealt with appropriately.
3. Ensure teams follow company policies, procedures and follow the correct HR processes in dealing with staff problems.
4. Ensure teamwork through coaching and mentoring of staff members.
5. Build relationships with tenants, staff management and other stakeholders.
6. Entrench City Property values and culture within the team.
7. Identify potential and skill shortcomings in team members and initiate development/exposure/training if relevant.

Responsible for residential leasing marketing.

1. Ensure necessary Marketing material is on hand and ordered timeously.
2. Contribute and provide insight re tenants, market information, competitors etc. at marketing meetings.
3. Participate and support various marketing initiatives to promote the City Property Brand, the properties, and apartments.

Working conditions:
Mostly Office Based. Limited Travelling will be required. Own Transport required.

Occasional Saturday work will be required.

Qualifications & Experience:

1. Matric qualification required.
2. BCOM degree required.
3. Estate Agencies Affairs Board Competency Certificate (NQF Level 4).

4. 3 Years Residential Leasing Experience required.
5. 3 Years Management Experience required.
6. Code 08 Drivers License required.

Skills & Knowledge Required

1. Proficiency in English.
2. Proficient/Ability to quickly learn relevant computer applications: MDA, BookIt, Queuing Management System, Freshdesk, Power BI/Dashboard.
3. MS Office:
a. MS Word – Intermediate
b. MS Excel – Advance
c. MS Power Point – Intermediate
d. MS Outlook – Intermediate

Personal Attributes:

1. Impulse control – resist or delay impulse to act.
2. Stress tolerance – coping with stressful situations.
3. Interpersonal relationships – building mutually satisfying relationships.
4. Empathy – understanding & appreciating how others feel.
5. Independence – be self-directed and free from emotional dependency.
6. Assertiveness – communicating feelings and beliefs; being non-offensive.
7. Management – the strategic use of resources and employees to reach organisational goals.
8. Social confidence – be self-assured and at ease with people in all types of social situations.
9. Persuasion – negotiating, selling, influencing, and attempting to persuade people or trying to change their point of view.
10. Multitasking – dealing with several activities at a time, enjoy being given new tasks whilst busy with a current task.
11. Teamwork – cooperation with others, good-natured attitude and encouraging people.
12. Persistence – sticking with tasks, not giving up, dislike leaving things unfinished.
13. Attention to detail – focus on details, strive for perfection and be well organized.
14. Innovation – creative and open-mindedness.
15. Analytical thinking – like solving complex problems, carefully analyze information and use logic to address issues and problems.