SENIOR MANAGER, OPERATIONS AUDIT AND COMPLIANCE

Job Description

Job Description

The Management Trust
Position Title: Senior Manager, Operations Audit & Compliance
Location: Irvine, CA
Reporting To: Division President
Status: Exempt, Full-Time
Salary: $70,000 - $90,000/Annually DOE

COMPANY PROFILE:
The Management Trust is a community association management company. We believe that building and maintaining a community takes more than just hammers and nails. It takes integrity, trust, experience, and support. Our success is based on the belief that effective management anticipates our clients’ needs, not merely reacts to them. We are a company of creative and committed individuals driven by grand aspirations and are proud to be the only 100% employee-owned community management firm in the nation. Our Employee Owners are encouraged to actively participate in growing our business by helping define best practices every day. It is in this spirit that we encourage you to explore this opportunity to join The Management Trust team.

EMPLOYEE OWNER POSITION PURPOSE:
The Senior Manager, Operations Audit & Compliance is a leadership role responsible for providing exceptional customer service and quality administrative support to the Division, including, but not limited to: partnering with local office, department and executive leadership, community managers, division accounting and company departments ensuring departments meets company and division operational requirements. Supports division compliance by adhering to company processes, following best practices, and implementing consistent documentation practices. This position is focused on cultivating a high-performing administrative team through effective support, employee development, and engagement initiatives.

JOB DUTIES AND RESPONSIBILITIES:
• Supervise the centralized Remote Team Member administrative pod teams to ensure staff are successfully meeting the standards and practices of the Company, job descriptions and task centralization model
• Conduct full audits of new hires to ensure all on-boarding LMS and training are completed.
• Work closely with Division Accounting to coordinate tax and audit activities aligned with association fiscal year-ends, ensuring engagement letters and tax filings are completed accurately and submitted to the CPA in a timely manner.
• Coordinate with Division Accounting and office leadership to ensure all budgets are completed accurately and on schedule, in alignment with fiscal year deadlines and established step-by-step annual calendar processes.
• Develop and maintain the division’s annual election calendar, partnering with office leadership to ensure all deadlines are met and key milestones are accurately drafted, managed, and executed in alignment with established timelines.
• Responsible for company technology platform adherence by conducting monthly audits on division requirements in use at the time, currently Text Trusty, Vantaca Usage, time track, phone/call log, Board member terms and conducting audits through Vantaca IQ and PowerBI
• Conduct and maintain client loss audits while proactively escalating challenges, opportunities, and process improvement needs to local and executive leadership.
• Lead partnerships with division and office leadership to support audit and compliance efforts, driving accountability and ensuring all offices remain compliant with deliverable requirements.
• Maintains consistent touch-base meetings with team members to monitor work product, proactively address client concerns, and discuss performance expectations and employee needs.
• Assists in creation of Division templates and standards for team members
• Act as a conduit to bring operational concerns and issues from the team to the Division Leadership
• In partnership with Division Leadership, conduct interviews for new remote team members and provide coaching, training, and onboarding in accordance with Division and Department policies and procedures, ensuring all onboarding requirements are completed or appropriately overseen
• Supervise the Remote Team Member team to ensure appropriate client expectations are established and met, driving client satisfaction, effective management outcomes, and strong team retention through mentoring, encouragement, and relationship building.
• Respond promptly and professionally to client concerns and issues impacting client satisfaction, ensuring timely resolution where possible and escalating matters requiring further attention to Division Leadership for review and action
• Ensure overall quality of service for both external and internal deliverables
• Ensure continuous service to both internal and external customers in the absences of administrative team members
Supervise and monitor Remote Team Member performance, attendance, and scheduling to ensure adequate operational coverage; provide coaching, counseling, and ongoing development to drive performance improvement and accountability.
• Lead regular team meetings to communicate departmental priorities, updates, and best practices, while preparing comprehensive performance assessments for annual reviews in partnership with Division Leadership and key stakeholders, including Regional Managers and Community Association Managers.
• Act as a conduit to bring operational concerns and issues from the team to the Division Leadership
• Act as the Division Trusted Partners Ambassador, including maintaining vendor relationships, coordinating events, managing marketing needs, and organizing necessary records
• Assist with specific duties including, but not limited to: training, assistance with initiatives, and other special projects as determined by Division Leadership
• Prepare and deliver presentations at regional leadership meetings on current operational and audit trends, including key findings, emerging risks, and required action plans.
• Special projects and research, as directed by executive leadership

QUALIFICATIONS:
• High School Diploma (or equivalent)
• At least (3+) years of experience as a Community Manager handling the duties and responsibilities specified above
• May require industry certifications or licensing (state dependent)
• Solid knowledge of Microsoft Outlook, Excel, and Word
• Strong leadership abilities and comfort with public speaking (small and large groups)
• Ability to meet deadlines and address time-sensitive issues
• Ability to manage workflow amid shifting priorities
• Willing to learn Company process and procedures, and learn/use proprietary software
• Work independently, with little oversight, and with accountability to Division Leadership for the end result achieved
• Demonstrate a positive attitude and ownership mentality; we believe each employee can build his/her own future
• Strong ability to problem solve and utilize resources to bring solutions to client challenges
• Strong written and verbal communication skills
• Ability to delegate to internal support team members, while maintaining accountability for the end result
• Ability to provide conflict resolution to personality challenges that may arise with Board members or homeowners in a calm manner
• Ability to motivate, coach, and ensure accountability for the remote team.

SPECIAL POSITION REQUIREMENTS:
• Must have reliable transportation to conduct site visits and be available for evenings and occasional weekend meetings
• Must have and maintain a valid driver’s license and vehicle insurance in compliance with Company policy
• Must be able to drive in the dark if required

ESSENTIAL FUNCTIONS:
• Use standard office equipment, including: computer, multiple web-based applications, smartphone, tablet, copier/scanner, etc.
• Be stationary for periods of time
• Relocate up to (25) pounds
• Travel to and from offsite locations

SUPERVISES OTHERS? IF SO, LIST:
• Remote Team Members (RTMs)

SCHEDULE & TRAVEL:
• Monday-Friday from approx. 8:00 am-5:00 pm
• This position may require occasional long hours to meet business needs (including weekends)

The Management Trust is an Equal Opportunity employer. We celebrate and support diversity.

TMT reserves the right to modify this job description at any time based on business need.