Manager: Residential Leasing

The purpose of the role is managing, motivating and leading of 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 amount 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 in order to identify problems/market trends and suggest solutions.
5. Ensure the outbound centre is operating efficiently in order 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 in order 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.
11. Rental increases of tenants to be managed by reviewing the letting reports and making adjustments to 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.
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 taken into account 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 in order to promote the City Property Brand, the properties and apartments.

**Working conditions**:
Mostly Office Based. Limited Travelling will be required. Own Transport required. Occasionally working on Saturdays will be required.

**Qualifications & Experience**: 1. Matric qualification required.
2. BCOM degree required.
3. Estate Agencies Affairs Board Competency Certificate (NQF Level 4).
4. Code 08 Drivers License required.

**Skills & Knowledge Required**:
1. Proficiency in English.
3. MS Office:
a. MS Word - Intermediate
b. MS Excel - Advance
c. MS Power Point - Intermediate
d. MS Outlook - Intermediate
4. 3 Years Residential Leasing Experience required.
5. 3 Years Management Experience required.

**Personal **Attributes**:
1. **Impulse control **- resist or delay impulse to act.
2. **Stress tolerance - **cop