Urban Community Development Manager

2 weeks ago

Sydney Olympic Park, New South Wales, Australia Mirvac Full time

Mirvac is an Australian property group dedicated to shaping the country's urban landscape for over 50 years. Our purpose is to reimagine urban life, and we achieve this through our commitment to sustainability, innovation, safety, and placemaking.

We take pride in our culture of inclusivity, innovation, and collaboration, making Mirvac a great place to work. As a result, we offer competitive benefits for our permanent employees, including:

  • $1000 of Mirvac Securities Annually
  • Leadership and Professional Development Programs
  • Generous Parental & Partner Leave Policy
  • Unlimited Volunteer Leave and National Community Day
  • Mirvac Pride Committee

In this role as Property & Community Manager, you will be responsible for managing assets in premium condition and creating desirable communities by delivering high-quality services, operational excellence, and a customer-centric focus. Additionally, you will lead a team to drive outcomes in an inclusive work environment.

Your Responsibilities

As a Property & Community Manager at Mirvac, your key responsibilities include:

  • Leading the RSA team to provide an exceptional customer experience, execute on the LIV Customer Charter commitments, and build strong relationships with stakeholders (internal and external)
  • Driving the capture and communication of key customer engagement moments demonstrating delivery of the LIV Brand Promise and LIV Customer Charter commitments
  • Contributing to the preparation and working to meet the objectives of the Strategic Asset Plan for the asset(s)
  • Supporting the Finance team in administering the arrears management process, including customer engagement when required and attending Tribunal hearings
  • Ensuring compliance with the provisions in the Residential Tenancies Act, lease documentation, business unit deadlines, strategic operating procedures, and best practice
  • Supporting the leasing process in line with the Strategic Asset Plan to maximise returns and mitigate downtime
  • Contribution to the creation and delivery of strategic programs that drive resident retention, build community, and enhance the customer experience through partnerships, events, and activations
  • Maintaining a visible presence onsite and driving the resident experience through energetic, efficient, and memorable interactions when responding to requests, and resolving problems and concerns as they arise
  • Accurate logging, triage, and response to resident complaints and interactions, feedback, and requests to support customer NPS, and ensuring assignment to the appropriate person where escalation is required
  • Presentation of the asset(s) in optimal condition while actively working with the asset(s) team and resident feedback to drive excellence in presentation, performance, and safety standards
  • Support to ensure any identified risks are regularly reviewed and strategies implemented to eliminate, mitigate, or minimise their impact
  • Leadership to develop and improve the collective strengths, skills, and knowledge of the team while fostering high levels of engagement and performance
  • Championing the consistent application of the key Mirvac values, leading by example, and promoting a high-performing and collaborative environment
  • Ability to work evenings, weekends, public holidays, and across multiple assets as required
  • Assistance with any projects or undertaking additional duties as required

To excel in this role, you should possess:

Required Skills and Qualifications
  • 5+ years of experience in asset management or hospitality management, with strata management experience desirable
  • Real Estate Agent or Assistant Agent License (required)
  • Demonstrated success in achieving results through effective leadership and stakeholder relationship management at all levels, and by driving a customer-centric strategy
  • People management experience, with people being developed and empowered to succeed
  • Demonstrated experience dealing with customer complaints and solving problems with positive results
  • Experience in preparing asset income and expenditure budgets on an accrual basis and contributing to strategic asset planning
  • High level of IT proficiency, with Salesforce, Yardi, and StarRez experience desirable
  • Strong analytical and report writing skills
  • A willingness to always go above and beyond and provide an exceptional experience to our residents
  • Exceptional organisational and resource management skills with the ability to prioritise work effectively, ensuring deadlines are achieved on time
  • Proactive and self-motivated mindset, with the ability to solve issues as they arise and to improve system and process efficiencies and effectiveness

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