General Manager

The Company
Are you the missing piece? As North America's leading property management company, we know the
value of fitting in with a local team, of being part of a well-oiled machine, but empowered to act when
needed. We are looking for energetic, adaptable people who understand that they are part of something
larger and want a long-lasting career creating human connections. Our associates are the reason for our
success, so we recruit quality people who will always do what's right and build great relationships with the
residents of the communities we serve. At FirstService Residential, we live our values every day. If you
are passionate about helping people live better lives and are looking for an environment with room for
career growth, you're in the right place!
Job Responsibilities
Manage and administer the day to day operations of the Community Association business. Maintain
communication with Board of Trustees/Directors and homeowners.
Essential Duties & Responsibilities
The job duties listed are typical examples of the work performed by positions in this job classification. Not
all duties assigned to every position are included, nor is it expected that all positions will be assigned
every duty.
General:
Assure that the policies, resolutions and goals of the Board are carried out
Be knowledgeable of all Association Governing Documents, Rules and Regulations and general
legal requirements of a community association
Provide excellent customer service and maintain open lines of communication with fellow
Associates, homeowners and Board of Trustees
Have general knowledge and understanding of building systems and components
Be available to be on-call to handle after-hours emergencies
Follow all policies and procedures of the company and Association
Assist the Board in preparing an Emergency/Disaster Preparedness Plan, if applicable
Such other duties and responsibilities as may reasonably be directed and required
Update and maintain community information in Connect, including but not limited to the
Community Web Site, Community Projects, Management Reports and all Association
documents and forms
Full utilization of all FirstService systems such as Connect, ADP, FirstClass, Avid, Accounting
systems, WelcomeLink, IT Support Helpdesk, where applicable.
Attend regular training sessions and manager meetings.
Fiscal:
Provide input and assist the Board with the preparation of the Association's annual budget
Be responsible for the daily implementation of the annual budget, perform general financial
management and recordkeeping
Attend regular meetings of the Finance Committee, if any, to review the Association's fiscal and
financial status
Coordinate receipt and review of invoices for services and ensure timely payment of bills
Assist Association and In House counsel on collection matters and monitor maintenance fee
accounts
Monitor and report monthly financials
Provide necessary documentation and approvals for invoice payments to Accounting
Notify Association and FirstService of errors
Physical:
Prepare specifications needed for all services received by the Association (e.g., landscaping,
snow, trash, insurance, pool, etc.)
Manage bid process, review bid spec proposals and comparison spreadsheets and make
board recommendations as appropriate.
Negotiate Association contracts for routine services, subject to the Board's approval, and
Association counsel as needed.
Manage vendor relations
Log work requests in Connect and generate work orders for maintenance staff and/or
contractors
Conduct regular property inspections to ensure compliance with Association Rules and
Regulations.
Governance / Administration:
Ensure maintenance of all files, records and correspondence in accordance with company
procedures and good business practices
Attend all Board meetings
Prepare Board meeting agenda, monthly management report and all other reports and
material needed for Board Packet; distribute one week in advance of meeting
Prepare and maintain log of violations in Connect.
Update resale/governing document books, when applicable
Coordinate activities of association professionals including attorneys, auditing firms and
engineering firms
Act as liaison for designated committees
Establish and maintain annual calendar indicating all association activity, deadlines, election,
meetings, projects, etc.
Review and be familiar with all policies of insurance to ensure adequate coverage
Update homeowner directory and create new homeowner file.
Staff Management:
Team building to unite staff and create a cohesive working environment.
Manage performance and discuss concerns regularly of all direct reports and team members.
Influence and mentor those who provide oversight to indirect reports, as well as provide influence
and mentoring to support personnel.
Promote and participate in FirstCall daily with all teams
Develop and lead team through regularly held team meetings
Perform staff evaluations annually, at a minimum.
Stabilize the retention of staff members and develop career paths for those who desire growth
Enforce the use of policies, tools and programs by staff in the day-to-day management and
operations and ensure proper adherence throughout business unit.
Support the roll out and implementation of company & business unit initiatives and strategies.
Additional Duties & Responsibilities
Practice and adhere to FirstService Residential Global Service Standards.
Conduct business at all times with the highest standards of personal, professional and ethical
conduct.
Perform or assist with any operations as required to maintain workflow and to meet schedules.
Notify supervision of unusual equipment or operating problems and the need for additional
material and supplies.
May participate in any variety of meetings and work groups to integrate activities, communicate
issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining
to new developments, requirements, policies, and regulatory guidelines.
Ensure all safety precautions are followed while performing the work.
Follow all policies and Standard Operating Procedures as instructed by Management.
Perform any range of special projects, tasks and other related duties as assigned.
Supervisory Responsibility
Directly or indirectly supervise employees within the assigned properties.
Education & Experience
Bachelor's Degree or equivalent relevant work experience
Minimum 7 years relevant work experience required, preferably in hospitality, property or facilities
management
Minimum 2 years project management experience
Experience managing direct or indirect staff
Possess working knowledge of budgets and fiduciary responsibility
Demonstrated decision making ability
Demonstrated written and verbal communication skills
Working knowledge of legislation impacting property management, preferred
Strong understanding of proposal/bid process
Intermediate knowledge of Microsoft Applications, especially Word and Excel
Possession of or willingness to obtain CMCA/AMS certification required
Must have and maintain valid driver's license in working state and reliable transportation
Knowledge, Skills & Proficiencies
To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill and/or
ability required.
Knowledge and ability to apply state Statutes and Community's documents.
Knowledge of assets, cash balance, and availability of funds for projects and cash flow
management for capital improvements.
Excellent organization, motivation, leadership, management and interpersonal skills.
Critical thinking, complex problem solving, judgment and decision making ability.
Ability to apply a comprehensive knowledge of particular field of specialization to the completion
of difficult assignments.
Strong verbal, presentation, and written communication skills. Ability to communicate and provide
guidance to all employee levels.
Ability to read, analyze and interpret technical procedures, leases and/or regulations.
Must have strong proficiency in Windows and Microsoft Office, including but not limited to Word,
Excel, Power Point and Outlook. Proficiency researching the Internet. Previous experience with
financial and accounting programs preferred.
Ability to work with sensitive or confidential information.
Demonstrated experience managing large, complex accounts or projects. Ability to meet
deadlines and work well under pressure.
Ability to work well in a team environment as well as independently. Must be self-driven with the
ability to identify, plan and prioritize business opportunities.
Knowledge of mechanical operations of a building and equipment preferred.
Possession of or willingness to obtain CMCA/AMS certification (unless required by state)
General understanding of proposal/bid process
Tools & Equipment Used
Computer and peripherals, standard and customized software applications and tools, and usual
office equipment.
Physical Requirements / Working Environment
The physical demands described here are representative of those that must be met by an
associate to successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential
functions.
Position involves sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying and
moving objects that can weigh up to 25 lbs. This movement can occur throughout the day. Must
also be able to climb several flights of stairs if necessary.
Must be able to sit and stand for extended periods of time.
Must be able to communicate both on the phone and in person with our clients in order to resolve
issues and manage the business.
Must have finger dexterity for typing/using a keyboard.
Must be mobile enough to move around both the office in order to make copies, send mail and
faxes and to walk around the property. This could include lengthy walks on uneven areas.
Talking and hearing occur continuously in the process of communicating with guests, supervisors,
and other associates.
Capable of working extended hours, to include evenings, weekends and holidays as necessary.
This position may alternate between working indoors in a controlled climate and with proper
lighting, to an outdoors setting with variable climate and lighting.
Must be able to interact with all types of individuals, be mentally alert, detail oriented, and with
good reasoning skills.
Must be able to work on more than one assignment at a time with frequent interruptions, changes
and delays. Must be able to remain focused and work effectively, efficiently, and cheerfully under
such circumstances. For safety reasons, employee must remain alert to working conditions and
aware of safety, health, and environmental concerns.
Must be able to work effectively and cheerfully in an environment which may be stressful due to
adversarial situations resulting from the proper performance of duties
The work environment characteristics are normal office conditions at an onsite community.
Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions. Hours over and above normal office hours will occur, including evenings,
holidays, and some weekends. Schedule is subject to change based on business needs.
Travel
Occasional travel to various sites and/or Regional offices
Disclaimer
The above information on this description has been designed to indicate the general nature and
level of work performed by employees within this classification. It is not designed to contain or
be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications
required of employees assigned to this job. This is not an all-inclusive job description; therefore,
management has the right to assign or reassign schedules, duties and responsibilities to this job
at any time.