Portfolio Operations Manager

Fairlawn Real Estate is currently searching for an experienced client service professional to lead and manage our growing third-party residential property portfolio in the Champaign-Urbana Market. This portfolio consists of approximately 400 units and the Portfolio Operations Manager is accountable for successful operation of and continued growth within this market. We need a true leader who is passionate about driving great property performance and superior client service.

Fairlawn Real Estate is a dynamic real estate firm that specializes in acquiring, renovating, developing and managing real estate projects in the Midwest.  The Portfolio Operations Manager position offers an exciting opportunity to join a growth-oriented organization within its home market. The role includes ownership of property performance as well as daily operations including leasing, client relations, resident relations, accounts receivable and general property upkeep. The Portfolio Operations Manager will work closely with the local Leasing and Maintenance Teams to ensure successful operation of their properties.

The role is based in Champaign, IL and will report to the Regional Operations Manager of the Champaign-Urbana Region. The Portfolio Operations Manager will be expected to travel frequently to their properties and may occasionally travel to other regions. 

Portfolio Operations Manager Responsibilities:

• Review and audit property performance vs. budgets as applicable, communicating with both third-party owners as well as Fairlawn’s leadership team
• Own unit availability and timing, ensuring listings accurately reflect what is currently and coming available
• Effectively communicate Fairlawn’s value proposition to prospective third-party management clients and own the onboarding of properties into the management portfolio
• Maintain good rapport and continue to develop strong relationships with our third-party owners
• Manage leasing administration including renewals, lease templates and listings content
• Conduct market research to serve as an input to rent setting
• Support daily operations during high demand times including: answering calls, scheduling appointments, greeting visitors, showing residences to prospective residents and any necessary paperwork, filing, posting rent, etc.
• Ensure resident files are properly maintained
• Prepare leases, resident files, move-in paperwork, and confirm residences are move-in ready
• Run and approve credit checks and lease applications
• Apply established sale and marketing strategies to increase traffic, maintain closing ratios and meet or exceed budgeted occupancy
• Handle any escalated resident issues when necessary
• Audit leases, resident files, and move-in paperwork to ensure accuracy and completion
• Maintain good rapport with all prospective and current residents, vendors, and Fairlawn team members
• Own and ensure completion of all proactive maintenance and services activities including preventative maintenance
• Audit and approve maintenance and other vendor invoices
• Have a thorough knowledge of lease terms, specifications, and policies
• Learn, audit, and ensure team’s compliance with all Fair Housing Laws including local, state, and federal housing regulations

Portfolio Operations Manager Skills and Knowledge Requirements:

• At least 3 years of relevant client account management experience, with a proven record of successfully building strong relationships
• Previous experience within real estate operations preferred
• Have a client-first mindset with the desire to go above and beyond in order to ensure client satisfaction while being able to adapt to varying personalities and work styles
• Ability to thrive in a fast-paced environment where responsiveness is critical
• Previous direct customer service experience required
• Strong understanding and experience with budgets and overall financial reporting
• Fluency using a variety of computer applications required (e.g. Microsoft Office Suite)
• Experience with property management software preferred (e.g. Buildium, Yardi, AppFolio)
• Excellent written and verbal communication skills
• Strong organizational skills with the ability to prioritize tasks based on urgency
• Superior attention to detail, high energy, and positive attitude
• Ability to work independently and also to work closely with other team members
• Ethical and professional conduct and integrity beyond reproach 

Portfolio Operations Manager Education Requirements:

• Undergraduate degree in a relevant discipline is required 

Portfolio Operations Manager Additional Requirements:

• Valid driver’s license and dependable vehicle.  Limited in-town usage of personal vehicle for errands and property visits required, any out-of-County personal mileage reimbursed at the Federal rate
• Flexibility to be “on the go”, regularly visiting properties and working from multiple locations
• Availability to work longer hours and weekends during prime leasing season and turnover (specific dates vary from year to year)
• Serve as one of the emergency contacts for your portfolio
• Must be able to perform the physical functions of the position, not limited to: ability to walk properties, complete physical inspections, deliver resident communications and show properties

Fairlawn Real Estate is a dynamic real estate firm that specializes in acquiring, renovating, developing and managing real estate projects in Illinois and Indiana.  The Maintenance & Grounds Technician position offers an exciting opportunity to join a growth-oriented organization with a genuinely enjoyable work environment.