Property Manager / Estate Manager

Manager - Estate

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 Report
• Develop 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 satisfaction
• Deal professionally with customer feedback. Actively monitor and handle complaints.
• Ensure prompt invoicing and recovery for the services rendered as per the agreement
• Assess weekly and monthly figures and maintain adequate controls to monitor budget performance. Actively pursue and achieve budget targets and assist in budget compilation
• Ensure security and maintenance of premises, equipment and stock
• Keep 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 staff
• Manage Pest control of the site as per client’s requirements
• Responsible 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 detected
• Ensure 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 contractors

• Monthly Report

• Customer Satisfaction Survey

Office Furniture

• To implement and monitor a process for liasion with supplier regarding any damage, loss found, malfunction on office furniture
• To 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 approval

• Customer 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 inspection

• Cleaning Schedule

Systems & procedures

• Adapting C&W processes and systems to meet local requirements and agreeing with client representative
• Implementing C&W processes and systems
• Training staff on processes and systems
• Compliance with processes and systems

• Systems 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 activities
• Implement Safe Working practice including Permit to Work (PTW) systems.
• Training on H&SE systems
• Ensuring Compliance with all customer and C&W H&SE processes and systems.
• Ensuring Accident Log is kept up to date
• Reporting H&SE statistics and incidents in Monthly Report

• Completed Risk Assessments for each FM activity
• PTW processes in place and up-to-date.
• Staff Training Records complete and up-to-date
• No Non-Conformance Reports (NCRs)
• Accident Statistics
• Monthly Report data complete.

INCO: “Cushman & Wakefield”

Experience Level

Mid Level