Policies and Procedures Manager

The Policies and Procedures Manager engages with real estate and other business stakeholders both in and outside of US property operations to seek input and feedback on proposed standards, practices and policies and works with the Team Leaders of the OPT to build consensus and support for new and revised standards, practices and policies. The Manager role administers the SOP technology and should be experienced in system (SOP) development, upgrades and migrations. This role is on the Operations Process Team (OPT) and is responsible for the writing, editing, reviewing, and maintaining the standard operating procedures (SOPs) and policies for US Property Management. This role standardizes the documentation of the SOPs and policies to ensure they are easy to locate, understand and implement at the properties.

JOB DESCRIPTION

Essential Responsibilities:

• Write a variety of technical documents; design specifications, diagrams, manuals, flow charts, reports, and/or manuals.
• Work with new lines of business to ensure cohesion/differentiation of their policies are represented.
• Serve as the administrator of Greystar selected technologies to write, publish and maintain the policies and operating procedures.
• Work with Greystar Vendors and/or Productivity/Portal team to ensure versioning and historical copies of all SOPs and correlating resources are kept in a secure environment, as appropriate.
• Develop SOPs based on new processes, products, new features, and new experiences designed by the customer experience department.
• Serve as the initial escalation point for questions on the SOPs and work with the appropriate SMEs to get the correct answers to inquiries.
• Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts.
• Determine and assess the impacts of implementing new or revised policies and procedures to the business. Ensures they are digestible to understand and replicate.
• Create and manage the SOP intake process within the project management system.
• Create a prioritization matrix for SOP requests using a weighted measurement methodology.
• Create and manage a standard approval process including required signatories, such as legal, internal audit, risk, HR, to name a few.
• Ability to communicate with all stakeholders and levels of the business to ensure Greystar has the right operational processes in place to gain feedback and approval.
• Responsible to act as the advisor to various stakeholders and support services groups to ensure SOPs meet the needs of the end user.  
• Assess the current SOPs Greystar has in place to develop a project plan to redevelop the SOP content, design, formatting, and execution.
• Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and deliver to internal stakeholders.
• Create a standardized structure for each new policy based on the standard SOP templates.
• Identify and organize the Greystar SOPs using the 80/20 principle to scale to other lines of business.
• Develop, execute, and manage an annual SOP review process.
• Lead the review and discussion of proposed policy changes recommended by other departments.
• Develop engagement and adoption reporting metrics to measure and analyze the impact and usage of Greystar’s policies and procedures.
• Keeps informed of industry best practices and standards to provide insightful feedback on the development/business case for a new or revised SOP or resource.
• Utilize cross functional relations to partner with ensuring content available as new needs emerge.
• Update and maintain existing policies and operating procedures based upon the agreed classification / layout structure.
• Research, outline, write, and edit new and existing content, working closely with various departments to understand project requirements.
• Independently gather information from Subject Matter Experts (SMEs) to develop, organize, and write procedure manuals, technical specifications, and process documentation, either from existing documents or from scratch.
• Develop content using alternative multi-media creation tools for maximum usability and adoption, with a consistent and cohesive voice across all deliverables.
• Work with SMEs and the Operations Process Teams to ensure accuracy of the policies and operating procedures.
   

Required Licenses or Certifications:

• Lean Six Sigma, recommended.
• Project management certification, recommended.

Knowledge, Skills, Abilities:

• Minimum of 3 years onsite Property Management experience.
• Experience in working in a technical writing position, e.g. guides, manuals, policies/standards/procedures, online help, etc.
• Experience in writing for multi-family housing, hospitality, or service industries.
• Ability to write in explanatory and procedural styles for multiple audiences.
• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
• Project Management experience would be considered an asset.
• Experience leading group discussions with the intention of solutioning.
• Strong attention to detail.
• Takes initiative and demonstrates proactive thinking.
• Skilled at prioritization and multi-tasking.
• Solution driven and strategic thinking.
• Proficient in Microsoft suite of products including Word, PowerPoint, Excel, SharePoint, Visio, Sway, OneNote to name a few.
• Proficient in Adobe suite of products.
• Proficient in video editing.
• Demonstrate ability to effectively communicate and collaborate with others to achieve desired results.
• Demonstrate ability to analyze and solve problems.
• Demonstrate ability to manage highly confidential information.
• SOP platform process, implementation, and support.
• Change transformation focused.
• Ability to consult business leaders on the complexity of a SOP and decipher how to minimize risk and increase impact.
• Time management and ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Flexible and willing to work on projects in other areas.
• Bachelor’s degree in English, communications, technical writing or technology management.
• Two (2) to Six (6) years of directly related work experience or an equivalent level of demonstrated knowledge acquired through education and experience.

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The salary range for this position is $80,000 – $90,000

Compensation is based on geographic location and individual pay decisions will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

Corporate Positions: In addition to the base salary, may be eligible for an annual performance bonus that is based on individual and company performance.

Onsite Property Positions: In addition to the base salary, may be eligible for a discretionary weekly, monthly and/or quarterly bonus based on budget.

Greystar seeks to attract, recruit, advance and retain top talent. Greystar’s compensation strategy is tailored to appropriately reward the skillset and experience that a team member will bring to the organization.

Robust Benefits Offered for Full-time Team Members:

• Medical, Dental, Vision, Life

• 401(k) with Company Match (eligibility required) 

• Short-term & Long-term Disability

• Critical Illness/Accident/Hospital Indemnity Plans

• Employee Assistance Program

• Generous Paid Time Off: Time off benefits include vacation, holidays, personal days, and sick time and parental leave

For Union and Prevailing Wage roles compensation and benefits may vary from the listed information above due to Collective Bargaining Agreements and/or local governing authority.

Greystar will consider for employment qualified applicants with arrest and conviction records.