Full Job Description
The Company
Do you aim high? Are you genuinely helpful? Are you looking for a place where you can make a difference, receive ongoing support and training, and build a rewarding, long-lasting career? Then you may be a good fit for FirstService Residential, North America’s foremost property management firm. We’re all about our associates, and as we continue to grow, we’re looking for even more quality people who share our dedication to doing what’s right, improving residents’ quality of life, building great relationships, and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, we think you should get to know us.
Job Responsibilities
The Customer Empowerment Manager, Financial Operations is part of a dynamic corporate team of business subject matter experts responsible for leading the organization through cultural and transformational improvements focused on people, process, technology, and customer experience. You will work closely with national, regional, local leaders to empower Client Accounting Services (CAS) associates via optimization of proprietary technologies and ultimately drive business results.
Job Responsibilities
Essential Duties & Responsibilities
REGION / MARKET LIAISON
Develop strong business relationships with regional and market leaders regarding CAS technology and process.
Facilitate regular discussions with leaders regarding technology adoption and issue resolution.
Serve as the “voice of the customer” in discussions with technology teams.
NEW FEATURE ADOPTION
Coordinate with Product Owner to acquire knowledge of new technology features.
Construct end-user Help Toolkit on new features to facilitate rapid understanding and adoption.
Conduct virtual end-user training sessions with business on new features
Report status of market feature adoption biweekly to the Senior Director.
FEATURE OPTIMIZATION
Acquire deep functional knowledge of our proprietary Client Accounting software, CamAcct.
Conduct regular reviews with market leaders, identifying under-utilized features.
Conduct virtual training sessions with business end-users
Report status of market feature adoption biweekly to the Senior Director.
FUNCTIONAL SUPPORT
Research support issues, identifying solutions to be deployed by the technology team.
Engage with the technology team, providing functional expertise that will ensure first-time technical success.
Validate technical solutions and communicate updates to T3 Support.
Update end-user Help Toolkit as support issues are resolved to prevent future issues.
Conduct end-user training updates on recurring support issues.
Communicate Toolkit updates nationally.
Additional Duties & Responsibilities
Practice and adhere to FirstService Residential Global Service Standards.
Conduct business at all times with the highest standards of personal, professional, and ethical conduct.
Ensure all safety precautions are followed while performing the work.
Follow all policies and Standard Operating Procedures as instructed by Management.
Perform any range of special projects, tasks, and other related duties as assigned.
Supervisory Responsibility
None
Education & Experience
Bachelor’s degree in Accounting or Finance.
5 – 7 years of business experience in property management accounting or similar financial services industry.
5 – 7 years of experience with Enterprise-wide (ERP) Accounting/Finance software solutions, specifically in the areas of Financial Close, Financial Statement Analysis, and Reporting.
Solid communication and engagement skills at all organizational levels.
Knowledge, Skills & Proficiencies
Analytical – Able to work with large data to conduct analytics quickly and make effective decisions
Process Driven – Process-oriented mindset focused on streamlining and simplification. Familiarity with agile software development methodology
Structured – Experience in structured problem solving, process improvement, and project management. Ability to develop and deliver creative business solutions for complex problems.
Collaboration – Build and maintain positive relationships with peers, operations, consultants, vendors.
Persuasion – Skilled in influencing others, obtaining buy-in for ideas, and driving implementation. Effectiveness in this role requires you to communicate a vision and drive multiple teams toward execution without direct authority.
Prioritization – solid organizational and time management skills for overseeing many moving parts. Ability to work on multiple tasks and able to prioritize workloads, and deliver on deadlines.
Learning Agility – Can navigate through ambiguity and solve complex problems with limited facts.
Communication – Superior written and oral skills. Good listener. Articulates complex issues in simple terms—strong presentation and experience in support of technology sales a plus.
Influence – Able to influence others to change opinions and plans to win the support of new ideas. Indirect leadership skills. The ability to influence individuals from the Senior to Junior levels of the organization to implement change.
Teamwork – Facilitates coordination and cooperation among large teams that are geographically dispersed.