Vice President Of Management Services

Vice President Of Operations (Branch)

With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities.

Job Summary

The Vice President of Operations (Branch) is responsible for the strategic leadership, operational oversight, and financial performance of the branch. This role ensures alignment with corporate goals, drives operational excellence, and fosters a high-performance culture. The VP of Operations plays a key role in client satisfaction, staff development, and business growth.

Team Leadership & Development

• Provide leadership and accountability for operations and support staff.
• Recruit, onboard, and train team members; coach and mentor for performance and growth.
• Promote staff engagement, retention, and a positive work environment.
• Facilitate and assign stretch projects to develop talent and hold team members accountable.
• Oversee ACAM team, including deliverables, growth, and team training.

Client Deliverables & Engagement

• Maintain strong relationships with internal teams, clients, vendors, and third-party providers.
• Ensure compliance with governing documents and regulatory requirements.
• Lead client escalations, including review and survey issues.
• Oversee StrongRoom payables and PowerBI reports to ensure client payment cadence.
• Ensure timely and accurate financial deliverables, including board packets and insurance documentation.

Project & Risk Management

• Lead active client litigation and other high-priority projects.
• Ensure timely completion of weekly deliverables and TownSq updates.
• Identify and pursue organic and inorganic growth opportunities.
• Review daily low cash reporting and collaborate with CAMs on fund management.

Strategic & Operational Leadership

• Develop and implement the branch's strategic vision and goals.
• Oversee daily operations, ensuring alignment with organizational standards and practices.
• Monitor and drive performance using branch scorecards and KPIs.
• Lead initiatives to improve operational efficiency and client satisfaction.

Financial Oversight

• Manage branch budgets, financial planning, and fiscal health.
• Work with directors to oversee and implement branch initiatives to drive revenue.

Key Performance Indicators (KPIs)

• Client Confidence Touchpoint Report (CCTR): Maintain or improve average client satisfaction ratings across managed associations. Maintain quarterly contact with top 15% of clients based on management fee revenue.
• Employee Engagement & Retention: Achieve target retention rates and positive engagement scores among branch staff.
• Financial Accuracy & Timeliness: Ensure 100% on-time delivery of budgets, board packets, and financial reports with minimal errors.
• Operational Efficiency: Meet or exceed branch performance targets as measured by PowerBI dashboards.
• Escalation Resolution Time: Resolve client escalations (e.g., surveys, reviews) within defined SLA timelines.
• Litigation Management: Effectively manage and resolve active client litigation cases within timeframe.
• Training & Development: Ensure 100% completion of onboarding and training programs for new hires and ongoing staff development.
• Compliance Rate: Maintain full compliance with governing documents and regulatory requirements by maintaining meeting notice, board packet, SOP, and other templates.
• Growth Metrics: Identify and contribute to organic and inorganic growth opportunities, including new business development.
• Cash Flow Monitoring: Maintain healthy cash flow across associations by proactively managing low cash alerts and payables.

Requirements

Knowledge of GAAP at a proficient level. Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at an expert level. Knowledge of typical business correspondence (grammar, structure, punctuation, spelling, etc.) at an expert level. Professional communication skills (phone, interpersonal, written, verbal, etc.). Self-motivated, proactive, detail oriented and a team player. Confidentiality and discretion in the performance of all duties and responsibilities. Time management and time critical prioritization skills.

Bachelor's Degree Required Master of Business Administration Degree Preferred 10+ years of directly related or closely related experience 7 - 10 years of Management and/or Supervisory experience 7 – 10 years of Community Association experience

Industry Specific Certification Location Specific License Travel Requirements Limited travel may be required

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We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.