Job Title

Manager - Estate

Job Description Summary

Job Description

POSITION:                      PROPERTY MANAGER

REPORTING TO:            OPERATIONS MANAGER

PURPOSE:              

This is a written document that establishes understanding and support between the Property Manager and his/her supervisor or amongst working colleagues for the delivery of Property Management services in accordance with the Service Level Agreements and Customer’s Key Performance Indicators.

PRIMARY GOAL:

To achieve the timely and efficient delivery of Property Management services to Client in support of their business needs in accordance with the Service Levels and Key Performance Indicators set out below.

KEY TASK AND RESPONSIBILITIES:

To deliver high quality, prompt and courteous Property Management services to the client  in support of their business needs in accordance with the Service Levels and Key Performance Indicators set out below.

To liaise with the customer’s representative regarding all matters outside of agreed delegated levels of authority.Ensure the Team is following Agreement’s terms and conditions on Working hours and attendance .Monthly measurement of achievement of Key Performance Indicators and preparation of Monthly Management Report/ Quarterly Management Report and Half yearly management ReportDevelop and maintain excellent relationships with the client and residents on site as well as practice excellent teamwork and support for the other members of the service.Identify Residents /Society Committee members needs and expectations and ensure their satisfactionDeal professionally with customer feedback. Actively monitor and handle complaints.Ensure prompt invoicing and recovery for the services rendered as per the agreementAssess weekly and monthly figures and maintain adequate controls to monitor budget performance. Actively pursue and achieve budget targets and assist in budget compilationEnsure security and maintenance of premises, equipment and stockKeep know-how of current safety regulations in order to respond to emergency call-in situations in the facility and help to coordinate any related function to accommodate the safety of Residents / visitors and staffManage Pest control of the site as per client’s requirementsResponsible for grooming, cleanliness, hygiene, uniforms and overall attitude of the staff,

organize formal training and provide structured on-the-job training; identify and address individual training needs to provide on-site induction.

Resident Relations

Address resident inquiries, complaints, and service requests promptly.Organize community meetings and communicate building policies.Foster a positive living environment and resolve conflicts professionally.Monitor communication channel (WhatsApp/Mails/Phone) for any type of emergency

Compliance & Documentation

Ensure adherence to local laws, housing regulations, and association rules.Maintain updated records of leases, agreements, and resident details.Handle insurance claims and property-related legal matters when required.

Security & Safety

Implement and monitor security measures for the building.Conduct regular safety inspections and fire drills.Ensure emergency protocols are in place and communicated to residents.

Skills:

Proven experience in property or facility management.Strong knowledge of building systems, maintenance, and compliance.Excellent communication, negotiation, and problem-solving skills.Proficiency in property management software and MS Office.Display empathy/cohesiveness/assertive and polite demeanour towards Residents

SCOPE OF WORK – FACILITY MANAGER

Scope of Work

Requirement

Indicators

Office Property

Inspect and monitor the function of office Property including fan coil units, electrical, cable, interior design work & lighting etc.To set and monitor process to liaise with contractor for any malfunctions detectedEnsure proper Follow up and completion on rectification works/pending requests and report to Customer as per SLA.by FM team.Analysis of Service Requests from Customer and advise to client.Service Order to contractorsMonthly ReportCustomer Satisfaction Survey

Office Furniture

To implement and monitor a process for liasion with supplier regarding any damage, loss found, malfunction on office furnitureTo ensure that proper follow up any requests/complaints from Customer employees is done by FM.Put a Mechanism for additional purchase upon request and approval from Customer

Analysis of the Service Requests from Customer.Process to ensure Service Order send to supplier within same day after Customer approvalCustomer Satisfaction Survey.

Office Cleaning

To ensure that the process of proper cleaning is followed and monitored by PM.To ensure a clean, health & hygienic working environment

KPI for cleaning services-Checklists.Daily/weekly inspectionCleaning Schedule

Systems & procedures

Adapting C&W processes and systems to meet local requirements and agreeing with client representativeImplementing C&W processes and systemsTraining staff on processes and systemsCompliance with processes and systemsSystems Manual in place as agreed in Transition Time Line.Staff Training Records complete and up-to-date.No Non-Conformance Reports (NCRs).

Health & Safety and Environmental

Conduct Risk Assessments of all activitiesImplement Safe Working practice including Permit to Work (PTW) systems.Training on H&SE systemsEnsuring Compliance with all customer and C&W H&SE processes and systems.Ensuring Accident Log is kept up to dateReporting H&SE statistics and incidents in Monthly ReportCompleted Risk Assessments for each FM activityPTW processes in place and up-to-date.Staff Training Records complete and up-to-dateNo Non-Conformance Reports (NCRs)Accident StatisticsMonthly Report data complete.

INCO: “Cushman & Wakefield”