To assist in the relationship management of allocated landlords by effectively coordinating and maintaining the database of the service expectations in order to complying with the signed service level agreements (SLAs) and support in maximising revenue
Group Business Services
KEY WORKING RELATIONSHIPS:
1. Line Manager
To receive direction and support, discuss performance and ensure objectives are met
2. Internal Stakeholders
To receive updates on daily issues affecting service to landlords and tenants and follow up to ensure prompt resolution
To negotiate terms and conditions for management of property where relevant and report any issues.
Coordinate the overall operations and day-to-day activities of landlord services and relationships ensuring error free transactions, in order to achieve required customer satisfaction levels
Assist in the identification of improvement areas, reporting on the implementation plan and progress achieved in order to improve landlord relationships and retention.
Record all landlord related issues, detailing actions agreed to be taken, reporting on progress and delays to ensure actions are completed to expected standards and within agree turnaround times (TATs)
3.Policies, Processes, Systems and Procedures
Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders.
Manage self in line with the bank’s people management policies, procedures, processes and practices to ensure adherence and to maximise own contribution to business performance.
Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank’s required levels of service in all internal and external customer interactions
EXPERIENCE, QUALIFICATIONS & COMPETENCIES:
At least 2 years of experience in business related to the management of a diverse portfolio of properties
Bachelor’s Degree preferably relating to real estate industry
Knowledge and Skills
Strategic management and analytical skills
Planning and presentation skills
Written and spoken English