Regional Training Manager

About this role

Overview

Avanath is proud to be named one of the top property management companies to provide affordable housing for the workforce. Cultivating the American Dream is the purpose that binds the Avanath team. At Avanath, every day is an opportunity to make a difference in someone's life. Whether it is helping residents call one of our communities’ homes, providing excellence in customer service, or championing our workforce, we are committed to creating an unforgettable experience as a great place to live, work and be.

The Role:

The Regional Training Manager is a critical contributor to ensuring our success in Being the Best Property Management Company in Our Markets. This role plays a crucial part in the onboarding and professional development of our new team members plus developing and monitoring our best-in-class customer service platform. This role supports our brand, helps build our reputation, focuses our efforts on consistent excellence and enhances the service we bring to our residents, guests, and communities.

This position will be the bridge that helps team members connect their Avanath provided classroom and virtual knowledge with performance coaching to drive asset values. The education programs will support our team members’ growth in Avanath’s office and maintenance operations, sales, customer service, standards, policies, and procedures. They must be well versed in Avanath’s standards of operations, capable of performing administrative skills timely and accurately, willing to provide recommendations for ongoing improvements, and have an enthusiastic approach to all challenges. Continual improvement in technology, efficiency and support of our teams will be a key focus. The Regional Training Manager must partner with various stakeholders to be a cheerer for our success and potential; and understand the principles of our business in depth.

Participate in the development of various training curriculums that can be delivered on-line or in classroom environments as appropriate in participation with VP of Education & Program Development. Educate employees on specific management company policies and procedures using a mentor guide and on-boarding checklists. Maintain and update the on-boarding materials on a regular basis as company policies and processes change.

Identify and provide one-on-one coaching opportunities for existing team members by working with Community Manager, Regional Manager, Maintenance Supervisor, and Director of Building Services respectively Monitor and manage customer service survey results (where applicable), to include online reviews and corporate Circle of Service contacts. The successful Regional Training Manager will exhibit strong organizational skills, be able to successfully communicate Avanath’s ideas and concepts, be able to multi-task, have excellent written communication skills and be willing to travel.

The incumbent in this role must possess a high degree of professionalism and positive engagement for our residents and the workforce.

• An Aptitude for Connecting - Must possess a strong sense for creating a sense of community, as well as the drive to go the extra mile to create a positive experience for all residents and staff. Your success and purpose are driven by the relationships that you build within your communities, including vendor partners, regulatory, and social services partnerships. This includes adopting a collaborative approach to create consistent, favorable circumstances that foster success and effectiveness for the Organization and the communities.

• An Authentic Attitude - Consistently demonstrate an open and professional attitude and approach when accessing and resolving resident and staff concerns. This includes, but is not limited to, seeking resources throughout the organization via the organization's support services and senior leadership.

• An Approach that is positive and Professional - Consistently demonstrate an approach of active listening and understand that your participation and support are integral to the success of Avanath, ensuring that each resident and staff member feels seen, heard, and valued as you and the staff work to resolve challenges.

Qualifications

• Must possess intermediate skill level of the Microsoft Office Suite (Word, Excel, PowerPoint), Yardi, Internet and email

• Knowledge of LIHTC and Tax Credit qualifications highly required.

• Frequent travel within region required.

• Training experience desired (previous management experience of at least 5 years)

• Strong interpersonal skills as well as strong verbal and written communication skills required.

• Ability to interact effectively with senior executives, business vendors, community team members and investor contacts as needed.

• Ability to work well under time and other constraints.

Key Accountabilities

• Develop and train new associates in a classroom environment when the number of new hires permits.

• Record on-line training for courses that do not require individual interaction.

+ Maintain a new hire mentor program.

• Coaching – Break down new skills and tasks for new office associates so they gain confidence, consistency and accuracy while performing these skills.

• Training – New associate will learn by experiencing real-life situations while working side-by-side with Regional Training Manager. Complete activities with the new associate to assist in translating knowledge in the classroom to real life skills.

• Administrator – Use organization skills and site experience to ensure new associates can practice new skills and observe tasks being performed.

+ Establish training schedules

• Provide a minimum of monthly, written evaluations on new hires to Community Manager, Regional Manager, Maintenance Supervisor, and Director of Building Services respectively. This must include but is not limited to team members’ strengths and challenges as well as a coaching plan to address areas of improvement.

• Contribute to…