Position Title: Senior Property Manager – Head Office

Reports to: Head of Operation Management / Associate Director of Property Management

Department: Property Management

Location: Hanoi (Head Office)

1. Position Summary

The Senior Property Manager (Head Office) is responsible for overseeing the operational performance, service standards, and client satisfaction across a portfolio of properties managed by the company. This role ensures consistent delivery of high‑quality property management services, provides strategic leadership to site teams, supports business development, and acts as the key liaison between clients, senior management, and cross-functional departments.

The position focuses on portfolio governance, performance control, risk management, and operational excellence across all assigned assets.

2. Key Responsibilities

A. Portfolio Oversight & Governance

Oversee property management operations across multiple buildings (commercial, residential, retail, or mixed‑use).
Ensure all properties comply with company SOPs, service standards, and legal/regulatory requirements.
Conduct regular audits, inspections, and performance reviews with onsite teams.
Identify operational risks and lead mitigation strategies at the portfolio level.

B. Client & Stakeholder Management

Serve as the central Head Office point of contact for landlords, investors, and strategic partners.
Lead client meetings, present operational reports, and propose improvement initiatives.
Manage expectations, resolve escalated issues, and maintain high levels of client satisfaction.
Support lease negotiations, tenant engagement strategies, and commercial planning where needed.

C. Operational Excellence & Service Delivery

Drive standardization of processes, manuals, policies, and quality benchmarks across all sites.
Provide guidance to Property Managers on complex operational, technical, financial, or tenant matters.
Support onboarding of new projects and ensure smooth transition/handover processes.
Coordinate with Technical, Finance, HR, and other Head Office teams for cross-functional initiatives.

D. Financial Management & Budget Control

Review and approve annual budgets (OPEX and CAPEX) prepared by site teams.
Monitor financial performance against budgets and ensure accuracy of service charge reconciliation.
Identify cost optimization opportunities and support procurement and vendor management.
Review monthly and quarterly client reports and ensure high-quality submissions.

E. Team Leadership & Capability Development

Mentor and support onsite Property Managers, Customer Service Managers, and admin teams.
Conduct training sessions and capability development programs.
Participate in recruitment, performance reviews, and resource planning.
Promote a culture of professionalism, service excellence, and continuous improvement.

F. Risk, Compliance & Health/Safety

Ensure all sites comply with legal regulations, building codes, fire safety requirements, and company policies.
Conduct periodic compliance audits and implement corrective action plans.
Guide emergency preparedness, incident reporting, and crisis response procedures.

G. Business Development & Corporate Support

Provide operational input for proposals, tenders, and new business pitches.
Support due diligence for new management opportunities.
Contribute to strategic planning, portfolio analysis, and service innovation initiatives.

3. Required Qualifications

Education

Bachelors degree in Property Management, Real Estate, Business Administration, Engineering, Hospitality, or related field.

Experience

Minimum 8–10 years of experience in property management, including 3–5 years in a senior or multi‑site management role.
Experience with Grade A/B office, mixed‑use developments, residential complexes, or commercial assets.
Previous Head Office or portfolio oversight experience is highly valued.

Skills

Strong leadership, communication, and stakeholder management abilities.
Solid understanding of financial management, budgeting, and reporting.
In-depth knowledge of building operations, facility management, and customer service.
Excellent analytical, problem-solving, and decision-making skills.
Good English proficiency.

4. Core Competencies

Strategic thinking and portfolio management
Operational excellence and discipline
Financial acumen
Client service & relationship management
Risk awareness & compliance mindset
Team leadership and coaching
Professional communication & presentation

5. Key Performance Indicators (KPIs)

Client satisfaction and contract retention rates
Performance of managed properties (budgets, compliance, service quality)
Operational audit scores and improvement implementation
Tenant satisfaction and retention metrics
Cost optimization and budget accuracy
Staff performance, development, and retention
Successful onboarding of new projects

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