Property Manager

Job Description

Job Purpose:

To manage a designated section of the Estate Management portfolio and ensure IFM maintains the property portfolio to an optimum level of condition to generate the highest level of income for the stakeholders.

In addition to generating the targeted leasing revenue from the assigned residential property portfolio, whilst maintaining the targeted occupancy rate.

Roles & Responsibilities:

• Manage a residential property portfolio and PM team responsible for maximizing leasing and working with the FM team to maintain the property in optimum condition, liaising with Leasing team to prepare offer letters and payment terms, and issuing new tenancy contracts, extension of contracts, transfers, renewals and break-leases and vacating.
• Achieve the targeted revenue from the residential property portfolio updating the Accounts Receivables report weekly.
• Prepare draft annual budgets including revenue forecasts, OPEX and CAPEX for the PM Director's review.
• Monitor the budget expenditure continually to ensure all budgeted items have been utilized.
• Ensure all Service or Annual Maintenance Contracts, Purchase Requisitions, Tender Committee Request Form (TCRF). Project Payment Certificates(PPC) for variable works or CAPEX works, and Variation Orders (VO) are raised on time in the system.
• Prepare quarterly rent reviews for submission to the corporate owner.
• Review and verify the utility invoices billed to corporate owners.
• Review and verify vendors invoices and job cards for AMCs and certification (Project Payment Certificate for CAPEX works) before processing their payments.
• Oversee the creation of all tenancy contracts verifying their accuracy, ensuring they are prepared within the defined time frame, attested and aligned in the Tawtheeq system and recorded in the Property Management system (SAP) together with the supporting rental charge and administration fees, and that all outstanding utilities have been paid.
• Review and verify all mandatory tenant documents for validity i.e. Emirates ID, Passport and Visa Copy valid for a minimum of one month, plus supporting documentation (bank statements, salary certificate or credit bureau report).
• Review all new leases for accuracy and correctness, verifying the rental charges and administration fees, before endorsing them.
• Confirm the respective property/unit is ready for occupation before any new lease is issued, by reviewing the Check-Out Inspection Report to ensure the remedial works have been completed within the scheduled timeframe.
• Ensure there are no delays in issuing tenancy contracts due to delays in payment or non-receipt of admin fees and that 100% collection of the rental income, security deposits, and admin fees is undertaken within the targeted timeframe.
• Verify the IBAN's of owners when signing leases and refunds.
• Follow up on any overdue payments until settlement, or send any defaulting tenants a legal memo notifying them that legal action will be taken if no settlement received within the defined timeframe and notify the respective Senior Property Manager on the outcome.
• Ensure the daily cash and cheque collection schedule is adhered to and cheques are deposited on time.
• Ensure the PM team guide the new tenants on the protocols for the connection of utilities, water and electricity, and mandatory attestation of tenancy contracts on Tawtheeq, together with explaining the vacating process and the clearance certificates required following disconnection, together with the process for the refund of the security deposits.
• Monitor the Renewal Notices Tracking Report and investigate any returned (mail/bounced emails/non delivery) notifications immediately to establish the cause and the whereabouts of the tenant.
• Emphasize Tenant Retention as a key objective and ensure all applications for rent reduction are considered and processed, until a decision is made.
• Ensure Transfer of Leases are processed if both parties meet the conditions defined by the company policy and authorize the transfer.
• Review applications for termination of tenancy contract (Break-Lease) with empathy if the event is due to death, severe illness of the tenancy holder, leaving the country due to redundancy and obtain the necessary approvals from the authorized owner's representative to proceed and waive the service fees if deemed appropriate in line with the DoA.
• Manage the PM team handling break-leases, non-renewal of contracts and vacating, ensure the Check-Out Inspection is arranged promptly to facilitate the refund of the security deposit and that the tenant has been informed about potential deductions for damage.
• Verify the documentation for rent and security deposit refunds before submitting them to the Senior Property Manager for approval and submission.
• Conduct regular site visits to ensure the properties are maintained to the required quality standards, especially the communal areas and facilities. Arrange remedial works, if necessary, with the respective Facilities Manager/Inspector/Engineer.
• Liaise with the respective Facilities Manager/Inspector/Engineer assigned to the community/development/building to ensure the planned preventative maintenance programmed adheres to the schedule.
• Review the Technical Site Inspection Reports, monthly management reports and conduct random site inspection to assess property and condition of the building.
• Provide feedback to respective Senior Property Manager and appointed FM contractor on findings from site inspections.
• Review, evaluate and approve requests for maintenance, expenditure, rental reductions in accordance with parameters agreed with the corporate owner.
• Monitor and confirm all managed properties are insured and that there is no discontinuity of cover.
• Manage the take-over of any new properties, or hand-over in Abu Dhabi and Al Ain and ensure all valuation reports are valid, and documentation and correspondence are in place.
• Manage the enrolment of newly built or taken-over properties on the ADM Tawtheeq system as part of the Property Take-over process.
• Undertake any property updates on the ADM Tawtheeq system due to change of owner, structural changes or change of use.
• Create property management agreements on the ADM Tawtheeq system and ensure all Property Management Agreements are renewed on time and uploaded onto the system.
• Maintain and nurture relationships with clients (owners/landlords) undertaking review meetings with their representatives to review performance, discuss alignment of rental framework with market rates and make recommendations for adjustment, if needed.
• Prepare business cases for asset enhancement in terms of layouts and design to maximize potential income and obtain high occupancy rates, including input from the respective property manager and facilities manager.
• Handle enquiries from owners/landlords for management services, undertake a site inspection, discuss and refine requirements before preparing a proposal.
• Contact owners with properties under construction, existing and new clients, and follow up referrals to develop new business opportunities.
• Review the Report on incoming tenant enquiries, service requests and complaints, to ensure there are no outstanding issues related to maintenance, security deposit refunds, rent reduction requests or other issues related to the assigned portfolio and they are resolved on time to avoid escalation.
• Submit annual leave plan for the team and ensure enough manpower and no conflicts on leave schedules.
• Review customer satisfaction surveys and implement the assigned corrective actions.
• Follow communication guidelines: Answer incoming telephone calls within three rings with standard response, unless occupied with a customer and the voice mail activated. Respond to telephone messages within three hours and emails within 24 hours.
• Continuously review the customer journey and recommend enhancements or changes to the policies to improve the customer experience.
• Ensure the Property Management team deliver an engaging and professional customer experience to all new and existing tenants.

Education, Experience, Skills and Competencies:

Education:

Economics or related field

Experience and Skills:

Minimum 8 years experience in PM with at

least minimum of 3 years experience in a

similar position with increasing RE managerial

responsibilities

Sound Knowledge of the UAE Rental Property

Laws and Directives

Bi-lingual in English/Arabic

Driving License

Competencies:

Results Orientation:

Achievement:

Self-motivated, driven to get ahead. Prepared to do

whatever it takes.

Customer Focus: Applies customer concepts, focuses on

quality and service.

Business Awareness: Focusses on bottom line, controls costs, sets ambitious targets.

Frameworks, Boundaries & Decision-Making Authority:

Designated section of property portfolio