Role: Regional Manager - London

Reports to: Director, Residential Property Management 

At Medallion we strive for success and we recognize it takes a great team to do that. We look for talented and experienced people in all aspects of Property Management, Customer Service, Development, and Construction, people who are committed to delivering the very best in the role that they play to make Medallion a forward thinking, thriving firm.

About the Position 

The Regional Manager is responsible for overseeing the performance and operations of a multi-site residential property portfolio. This leadership role is complex and multifaceted, requiring a blend of strategic oversight, operational efficiency, and a deep understanding of the property management industry. The Regional Manager role requires a strong capability in leadership, financial acumen, and organizational management, ensuring the optimum performance of all properties within their region.

Key Responsibilities: 

• Oversee the daily operations of all properties in the region, including maintenance, leasing, administration and customer service.
• Develop and implement comprehensive marketing and leasing strategies to maximize occupancy and rental income.
• Review/prepare and manage annual budgets for each property, and closely monitor revenue and expenses to ensure profitability. 
• Conduct regular property inspections to ensure properties meet health and safety regulations and maintain high standards of property upkeep and curb appeal.
• Lead, train, and manage Property Managers and all other site staff to achieve operational excellence. 
• Address resident concerns and implement initiatives that enhance the overall resident experience and retention.
• Liaise with external parties such as contractors, local government officials, and community leaders for the purposes of quality operations and positive public involvement. 
• Prepare detailed reports on property performance, market trends, and other analytics for senior management.
• Address legal and risk management aspects of property management, ensuring compliance with all federal, provincial, and municipal laws and regulations.
• Utilize property management software and technology to streamline operations and provide real-time data analysis.
• Maintain knowledge of current changes in technology, processes, and standards within the industry and area(s) of responsibility by attending internal and external training classes, researching or utilizing other appropriate method(s) to obtain business and professional information
• Strong familiarity with all governing legislation including, without limitation, Residential Tenancies Act, Labor Relations Act, Fire Code and Occupational Health & Safety Act

Operations:

• Ensure all properties are maintained to company standards through regular inspections, preventative maintenance programs, and capital improvement recommendations. 
• Coordinate vendors, contractors, and service providers to support efficient property operations and quality service delivery. 
• Oversee leasing performance across the region, ensuring compliance with company policies and achievement of occupancy targets. 
• Collaborate with internal departments including Marketing, Accounting, IT, and Operations to support seamless property management functions. 
• Maintain high standards of resident communication, public relations, and customer service across the portfolio. 
• Ensure emergency preparedness procedures and life safety compliance measures are properly implemented and maintained.

Finance:

• Oversee portfolio financial performance by monitoring budgets, expenses, revenue and vacancy and operational efficiencies.
• Identify opportunities to improve profitability, reduce costs, and maximize rental income across all properties.
• Support and guide Property Managers in achieving budget objectives and maintaining financial accountability.
• Analyze financial reports and operational metrics to identify performance gaps and implement corrective action plans.

Leadership:

• Supervise, coordinate, provide leadership to and review the work of assigned staff
• Provide detailed onboarding and ongoing coaching to Property Managers and direct reports 
• Estimate personnel needs and assign work to meet completion dates
• Ensure staff compliance with company policies, operational procedures, customer service expectations.
• Assist with organizational planning, reporting ad process improvements to enhance operational effectiveness. 

Customer Service:

• Promote a resident-focused culture by supporting customer service initiatives and resident engagement programs.
• Maintain professional and effective communication with residents, employees, and external stakeholders.
• Ensure regional teams are informed of operational updates, policies, and company initiatives. 

Education & Skills

• Certifications such as a Certified Property Manager (CPM) or Accredited Residential Manager (ARM) are an asset 
• 5–10 years of progressive property management experience, including oversight of multiple properties or a comparable portfolio. 
• Strong understanding of the real estate market and applicable property management legislation. 
• Proficiency with property management systems, including Yardi. 
• Customer-focused approach with the ability to thrive in a fast-paced, evolving environment. 
• Strong problem-solving and prioritization skills aligned with organizational goals. 
• Proven ability to multitask, delegate effectively, and take accountability for decisions and outcomes. 
• Demonstrated leadership skills with a positive, solution-oriented approach in challenging environments. 
• Strong work ethic with flexibility to work extended or non-standard hours as required. 
• Diplomatic and fair decision-making skills when managing resident and stakeholder relations. 
• Resourceful and effective in gathering and analyzing information to support sound decision-making. 
• Composed and effective under pressure, including emergency situations such as floods or fires. 
• Strategic thinker with the ability to understand the broader organizational impact of decisions. 
• Self-directed and capable of working independently with minimal supervision. 
• High level of accountability with a strong commitment to professional integrity and organizational reputation. 
• Strong active listening skills with a commitment to fairness, consistency, and respectful communication.