Estate Manager

POSITION PURPOSE
To provide core services for Estate Management as set out and agreed with the Client and in line with the strategic direction set by Occupier Services. Custodian of lease contracts, ensuring that all lease contractual obligations are met, including holding any third party or landlord accountable for all responsible maintenance works.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Support strategic property management services including:
(i) working in collaboration with Client, other internal/external teams and Third Party Suppliers, as appropriate, to provide support and advice to support effective Portfolio planning and asset management decisions;
(ii) identifying value enhancing, cost reduction or operational improvement initiatives in the Portfolio, (including vacant and under-utilised space); and providing summary report in an agreed format;
(iii) assisting the Client in the development of real estate strategies in line with each Client Business Unit’s future operational strategies; and

2. Provide ad hoc estates advice, as required by Client, including:
(i) responding to general enquiries or specific requests in accordance with the relevant Performance Standards or, if no timeframe is set out in the Performance Standards, in a reasonable period of time, relating to Client’s lease liabilities;
(ii) producing information requested within agreed timescales to support Client and the provision of Core and Call Off Services, whether delivered by Supplier or a Third Party Supplier;
(iii) providing estates data, information and knowledge in a timely and effective manner and in a compatible format as required to support the implementation of business continuity management, disaster recovery or other governance/risk requirement; and

3. Perform Portfolio Property inspections. This shall include:
(i) carrying out inspections where required driven by landlord obligations requirements;
(ii) recording data as is necessary to enable Client to have clear oversight over its Portfolio, to support the objective of seamless delivery with Client’s facility management providers, and to identify any asset management opportunities;
(iii) maintaining a record of all inspections and providing such information to Client in a format to be agreed with Client during Mobilisation (as may be amended from time to time);
(iv) identifying and reporting space that is, has become or is about to become vacant or underutilised in a systemized or accessible format with sufficient information as necessary to enable Client to take decisions to mitigate any loss;
(v) identifying issues relevant to strategic Portfolio management or more tactical opportunities on a property-by-property basis;
(vi) carrying out inspections as necessary to support Client investment and refurbishment programmes or other initiatives in place from time to time;
(vii) if required by Client, attending inspections instigated by building owners or Landlords and to identify any follow-up action;
(viii) where applicable, providing input to dilapidations liability reporting and forecasting on an ad-hoc basis, through reporting of general conditions, based on a general visual inspection; and
(ix) where possible, identifying opportunities to minimise and/or reduce property taxes/rateable values of individual Portfolio Properties or groups of Portfolio Properties and reporting as appropriate to Client.

4. Obtain all necessary Landlord consents relating to the Services and Portfolio Properties, including:
(i) in conjunction with Client applying for and obtaining all necessary permits and Landlord approvals to deliver best value to Client in a timely and effective manner and in line with any disposal, development or refurbishment programmes;
(ii) undertaking risk assessments to proceed with works in advance of Landlord’s consent/approval;
(iii) pro-actively managing all consultants and other Third Party advisers and escalating any issues to Client at such intervals and in such form as Client may reasonably require;
(iv) pro-actively liaising with Client’s Internal Legal Advisors and providing Client’s Internal Legal Advisors with all required information;
(v) reviewing any requests for and or amendments to any permits or approvals, in accordance with the relevant terms of occupation, to determine whether to grant the same and (where appropriate) taking necessary action to grant or refuse the same with such actions undertaken in a timely and effective manner and in accordance with Client’s lease requirements and legal obligations;
(vi) working effectively with all other Third Party Suppliers and Client to ensure that the end to end process for the delivery of such permits and approvals is optimized and continually seek ways to reduce the time taken to obtain or grant consent;
(vii) in conjunction with Client’s Internal Legal Advisors and in accordance with the process, completing in an accurate and timely manner all documentation relating to the grant of licences and approvals and forthwith notifying all interested and relevant parties of the outcome;
(viii) maintaining records of conditions and timescales relating to compliance by the grantee with any grant of permit or approval and as appropriate keep all relevant parties advised so as to support the endurance of such compliance;
(ix) keeping and maintaining copies of a record of all relevant consents, permits and approvals and making same available via Supplier Portal, including copy scanned pdf licences and plans;
(x) responding in a timely manner to Portfolio queries raised by occupiers and Third Parties and proactively managing any complaints from such parties in accordance with the complaints handling process described in the Operations Manual; and
(xi) recovering from occupiers and Third Parties contributions towards Client’s fees and costs that such parties are liable to pay under lease obligations.

5. Co-operate with Client and, upon receipt of the relevant information from the Third Party concerned (provided Supplier shall be proactive in obtaining such information), provide such information, as is reasonably required by Client, in relation to obtaining insurance for the Portfolio Properties. This will include:
(i) maintaining sufficient data to enable all Portfolio Properties to be insured in accordance with lease obligations for their full re-instatement cost, including any fit-out works, loss of rent, for the cost of alternative accommodation and any other risks and heads of cover as may be required;
(ii) identifying and reporting all insurance events to Client or other Third Party, as may be designated by Client from time to time, in accordance with processes and procedures set out in the Operations Manual;
(iii) supporting Client with insurance claims, as necessary, in respect of property related events, including:
a. in respect of claims relating to insurance held by Client, providing all necessary information and support as required by Client in respect of such claim;
b. in respect of claims relating to insurance held by a Third Party for a Portfolio Property, managing and pursuing such claim on Client’s behalf, as requested by Client, including liaising fully with Client, Client’s insurers, loss assessors and any relevant Third Party Suppliers (including FM Supplier) to ensure effective management of claims and mitigation of losses;
(iv) attend a Portfolio Property in the event of a claim if reasonably required;
(v) provide all necessary information to Client to support management of any Third Party claims;
(vi) in relation to any Portfolio Properties which are not insured by Client:
a. seeking confirmation that such properties are insured by a reputable insurer;
b. validating such insurance on a regular basis;
(vii) obtaining and maintaining a record of insurance certificates for Portfolio Properties which are not insured by Client;
(viii) upon receipt of the relevant information from the Third Party concerned (provided Supplier shall be proactive in obtaining such information) and as soon as Supplier becomes aware of non-compliance by Client of any insurance provisions relating to a Portfolio Property, notifying Client and advising Client of appropriate steps to remedy such non-compliance; and
(ix) upon receipt of the relevant information from the Third Party concerned (provided Supplier shall be proactive in obtaining such information) and as soon as possible after Supplier becomes aware of non-compliance by Third Parties of any insurance provisions relating to a Portfolio Property, notifying Third Party and Client and taking appropriate steps to ensure that the non-compliance is remedied as soon as reasonably practicable and, in all instances, minimising any risk to Client.

6. Manage vacant and sub-let Portfolio Property, including:
(i) liaising and working with FM Supplier to ensure that vacant and sub-let properties are maintained in an acceptable condition that manages Client’s risks and liabilities;
(ii) ensuring that such properties:
a. comply with material lease covenants;
b. are accessible for the purposes of re-letting (if appropriate); and
c. do not pose a risk to Client’s reputation in accordance with Client’s risk management requirements;
(iii) liaising and working with FM Supplier who will hold all keys for vacant property so that these are available by Client and Third Parties, as required, and so that access to the property is monitored;
(iv) ensuring that insurers are promptly notified (in accordance with the terms of the applicable insurance policy) of a Portfolio Property becoming vacant and ensuring that any specific insurer requirements are complied with;
(v) dealing with queries from any Third Parties (including local authorities and municipalities) in respect of a vacant Portfolio Property;
(vi) working with Client’s utilities management service providers who will manage utility suppliers effectively during any vacancy period to minimise utility costs to Client;
(vii) providing support to Client and FM Supplier, as required, to develop Landlord operating expense budgets, manage scope of service provision and, where possible, the preparation and delivery of Landlord operating expense statements, demands, reconciliation or other appropriate matters to ensure maximum recovery from sub-Tenants; and
(viii) where provided by FM Supplier, collecting and maintaining Client operating expense budgets and accounts for vacant and underlet space; and
(ix) pursuing and developing Tenant management strategies, including management of lease compliance, Tenant retention and satisfaction.

7. Dealing with queries, complaints, notices and access requests, including:
(i) responding and taking action, in an appropriate, timely and efficient manner, in relation to any queries, complaints or notices from Tenants, Landlords, neighbours or any other Third Parties or competent authorities (whether received directly or via any other party);
(ii) working effectively in collaboration with Client and FM Supplier, and any other relevant parties, to ensure that an integrated response and action is delivered in a timely and efficient manner;
(iii) recording details of all material complaints and notices received and comply with any complaints procedures issued by Client from time to time;
(iv) maintaining a log of all queries and to manage an escalation process for queries/issues which remain unresolved;
(v) reporting of the items logged and actions being taken to resolve on a periodic basis as required but not less than Monthly; and
(vi) arranging access to premises as required by Landlords, Third Parties, statutory authorities and Client in accordance with Client’s identification and verification (ID &V) systems and processes.

8. Provision of lease compliance Services including:
(i) where Client is a Tenant:
a. ensuring that Client is aware of Client’s leasehold obligations and any necessary forthcoming actions to maintain compliance; and
b. advising senior stakeholders within Client, as notified to Supplier from time to time, regarding any unusual or onerous lease terms;
(ii) Review and approve monthly invoicing from Landlords’ for utilities billings (checking supporting documents i.e. meter reading slips/municipal account);
(iii) Recover any incorrect payments, tenant installations and any other amounts due to Client timeously;
(iv) identifying and recording breaches by Tenants or Landlords of their obligations under the terms of occupation and pursuant to statutory and other requirements;
(v) recommending appropriate measures to Client regarding the enforcement of obligations and, subject to instructions (both standing and specific), taking appropriate steps to ensure that such obligations are fulfilled;
(vi) notifying Third Parties (including Tenants and Landlords) of any non-compliance by them of their lease, and taking such steps, as appropriate, to support alternative actions by Third Parties to ensure compliance (where such alternative actions have been approved by Client);
(vii) at regular intervals, proactively review leases within the Portfolio in relation to:
a. lease obligations;
b. value for money;
c. best practice terms and conditions; and
d. where possible, accuracy and timeliness of all services charges to be levied by Client as Landlord (including recovery of insurance premiums where appropriate) and including liaising with Third Parties to ensure that insurance costs remain competitive;
(viii) where appropriate and having taken all steps that a prudent and experienced provider of services similar to the Services would make, advising Client where legal advice may be required to protect Client’s interests in relation to Landlord and/ or Tenant issues;
(ix) if Client exercises a break option under a lease, managing the process so that all dates and conditions are satisfied;
(x) identifying Critical Lease Events and notifying Client of such events, as required, but at least eighteen (18) Months in advance of the event; and
(xi) identifying time of the essence lease events and notifying Client of such events in a timely manner, but at least twenty-four (24) Months in advance of the event.

9. Deal with planning matters and forced relocations (where applicable) including:
(i) upon becoming aware of any planning, forced relocation or related matters affecting a Portfolio Property, immediately notifying Client of the same;
(ii) responding to all planning, forced relocation or related notices in an appropriate and timely manner;
(iii) advising Client, including providing recommendations to Client in relation to any action required, and supporting Client’s decision-making process in relation to any action and/ or investigation required further to such notice;
(iv) providing support to Client, as required, to challenge and/or negotiate against any forced relocation orders issued against any Portfolio Properties; and
(v) advising Client, in connection with any compensation offers, the compensation package Client should be pursuing and the suitability of alternative premises being considered as part of the compensation package following a forced relocation order.

10. If Client instructs a Third Party to dispose of a Portfolio Property, Supplier will provide support to such Third Party to achieve a successful disposal, including:
(i) arranging inspection and access to the Portfolio Property;
(ii) providing documentation, plans and information in the possession of Supplier, or available to Supplier from Client’s or FM Supplier’s systems, relating to the Portfolio Property, including any market or property knowledge relevant to the disposal that Supplier has learned in its capacity as managing agent of the Portfolio Property;
(iii) negotiating dilapidation liabilities;
(iv) where possible, providing advice on Landlord operating expenses and reconciliations, providing information relating to ‘on account’ payments and other information necessary for the timely preparation of a completion statement;
(v) providing advice to attorneys or other legal practitioners to assist them in their response to pre-contract enquiries and any other questions which may arise in relation to the disposal:
(vi) where necessary, obtaining information from Third Party Suppliers, Subcontractors and/or others involved in the delivery of the Integrated Service Delivery Model for Client where such information cannot be obtained directly from such other parties by the appointed disposal agent; and
(vii) managing the process to ensure that any information sourced from another party in accordance with section (vi) is provided in and timely fashion and to an appropriate standard; and

11. Manage property taxes and rates liabilities, including:
(i) identifying opportunities to reduce property taxes and rates payable by Client, including ‘MCCs’ (material changes of circumstances);
(ii) working in collaboration with Third Parties, as appropriate, to maximise saving opportunities;
(iii) liaising with Client teams to identify business rate savings opportunities from on-going churn and fit-out programmes; and
(iv) liaising with, and providing all relevant information to, specialist property tax and rating advisers and/or rates auditors, as may be appointed by Client to identify opportunities to minimise and/or reduce property tax/rateable values of individual Portfolio Properties or groups of Portfolio Properties;
(v) providing Client with Monthly reports setting out any saving opportunities identified in accordance with sections (i) to (iv).

12. Perform supplier management services, including:
(i) attending chair performance review meetings with Managed Suppliers at a frequency to be agreed with Client and reporting the outcome of such meetings to Client within two (2) Business Days of the meeting; and
(ii) if Supplier becomes aware of an event that will impact Client’s services provided by any of the Managed Suppliers, then Supplier will promptly notify Client and Managed Supplier of such event; and
(iii) defining and managing an escalation process for non-performance by a Managed Supplier which deals with issues arising under the Managed Supplier contract and escalates to Client as appropriate (and in accordance with Client Policies).

13. Interface with Client’s operations teams including:
(i) interfacing with Client operations teams and/or their appointed service providers in support of their day to day activities;
(ii) where appropriate, and in accordance with the relevant levels of Delegated Authority, instructing FM Supplier(s), other Third Party Suppliers (instructed directly by Client or by Supplier on behalf of Client) and those appointed by Landlords regarding services to Tenants and sub-Tenants within authorised caps for expenditure (provided that Supplier shall not incur any costs or expenses without Client’s prior written approval);
(iii) notifying Client if a Third Party has not performed services adequately or has not performed the services for which a Third Party is seeking payment; and
(iv) identifying and implementing, with FM Supplier, opportunities for operational or other efficiencies in delivering services to the Portfolio.

14. Manage rights of ways and servitudes, including:
(i) in conjunction with Client’s Internal Legal Advisors, taking all steps necessary to acquire any rights of way, servitudes and other related rights or covenants required for a Portfolio Property, at a reasonable price;
(ii) providing detailed information and making recommendations to Client in response to any request from a Third Party for an easement, right of way, licence, servitude, and other related right or covenant over a Portfolio Property and negotiating and disposing of same in such a manner as to maximize the relevant asset and profits for Client;
(iii) completing, in a full, accurate and timely manner, all documentation necessary to acquire or grant the relevant easement, right of way, licence, servitude, and other related rights and covenants and notifying all interested and relevant parties of the outcome; and recording all documentation on the relevant Client System, in accordance with the relevant processes and procedures set out in the Operations Manual, including, if necessary, scanned pdf licences and plans.

15. Reinstatement/Settlement (Retail, Corporate, ATM and Freehold – Receivables):
(i) to guide the reinstatement process for closures, relocations and right size in accordance with the lease obligations at the most cost effective manner possible, both settlement and physical reinstatement of the site.
(ii) to facilitate the effective removal of ATM machine from a landlord’s property, including the finalisation of any reinstatement discussion or requirements per the lease. The facilitation to include:
a. Full site closure / complete removal
b. Relocation
c. Swop out as a result of vandalism / Bombing
d. Removal of single devices
(iii) To guide the reinstatement process for receivables (external tenants) in accordance with the lease obligations and to the best possible standard for re-letting purposes;
(iv) To ensure all unnecessary furniture is disposed of as part of the reinstatement negotiation through a sale agreement to the Landlord
(v) To negotiate the best possible deal to the Landlord for the Generators / UPS no-longer required by Client.

16. Assumes responsibility for ensuring professional business relations with Client, internal stakeholders, trade professionals and Client ‘s suppliers.
(i) Works to develop and maintain productive business relations with vendors, suppliers, contractors,
Inter-department and other stakeholders.
(ii) Acts as a liaison between the Company and external contacts.
(iii) Ensures effective coordination of external services with Company operations.
(iv) Obtains and conveys information as appropriate.
(v) Promotes goodwill and a positive image of the Company.

PERFORMANCE MEASUREMENTS
1. Good communication and coordination exists with departments. Assistance is provided as needed.
2. Senior Management is appropriately informed of area activities and of any significant problems.
3. Manage Property operations/dilapidations
4. Effective business relations exist with all relevant parties
5. Ensure dilapidation and reinstatement upon vacating site is within budget.

EDUCATION/CERTIFICATION:
Undergraduate Qualification.
Additional related maintenance and Property management training essential.
EAAB Certification and any industry related certification such as NQF 4

REQUIRED KNOWLEDGE:
Excellent understanding of Property management procedures.
Knowledge of budgeting, service contracts, and leasing agreements.

EXPERIENCE REQUIRED:
Five or more years of related experience, with at least two or more years of supervisory experience.

OTHER SKILLS and/or REQUIREMENTS:
• Computer software application (Microsoft Office.) and Internet navigational skills.
• Microsoft excel at intermediate level.
• Strong interpersonal and organizational skills with ability to manage multiple projects simultaneously.
• Excellent leadership/ ingenuity abilities.
• Able to organize, coordinate, and direct team activities.
• Strong problem-solving skills.
• Good communications skills.
• Able to use all related maintenance equipment and computer applications.

SCOPE OF RESPONSIBILITY:
• Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines.
• Responsible for setting work accountabilities and/or project deadlines.
• Errors in judgment may cause significant impact to client, co-workers, and supervisor.
• Awareness and accountability of clients’ KPI measurements and consequences.