Join a supportive and professional real estate team!

We are seeking an experienced and driven Head of Property Management to lead our Property Management Department. This role is responsible for overseeing the performance, growth and day-to-day operations of the team, while ensuring a high standard of service is delivered to both property owners and renters. You will play a key role in guiding the team, strengthening client relationships and driving consistent results across the portfolio.

The Head of Property Management is responsible for the overall leadership, performance, and direction of the Property Management Department across both residential and commercial portfolios. This role provides high-level management, guidance, and operational oversight to ensure the team consistently delivers exceptional service, maintains compliance with all legislative requirements, and operates efficiently.

As a key leader within the business, the Head of Property Management works closely with Directors to drive department performance, implement strategic improvements, and support the professional development of team members. This role combines hands-on leadership with process optimisation, team accountability, and a strong focus on client experience.

Key Responsibilities:

Lead, manage, and support the Property Management Team across all residential and commercial properties, ensuring alignment with company standards, goals, and legislative requirements.

Act as the primary point of contact for team members in relation to operational matters, including task procedures, complex scenarios, and legislative interpretation.

Provide leadership and guidance to ensure all property management functions are performed accurately, efficiently, and in accordance with company policies and relevant legislation.

Oversee team performance by implementing individual KPIs, monitoring progress on a regular basis, and conducting structured one-on-one meetings to support development and accountability.

Support the team in resolving complex issues relating to tenancy, leasing, maintenance, and client relations, ensuring a solutions-focused and professional approach.

Act as the escalation point for client complaints and sensitive matters, ensuring timely resolution and protection of the company’s reputation.

Prepare for and attend VCAT hearings as required, providing support and expertise to team members throughout the process.

Identify opportunities for improvement within department processes and systems, and lead the implementation of enhancements, including new procedures and software rollouts where appropriate.

Chair and facilitate weekly team meetings to review performance, address challenges, and ensure alignment with business objectives.

Ensure all properties under management comply with current minimum standards, safety regulations, and disclosure requirements, maintaining up-to-date and accurate documentation at all times.

Maintain a strong understanding of current legislation, attend relevant training, and ensure all updates are effectively communicated and implemented across the team.

Work closely with Directors to provide insight into department performance, recurring issues, training needs, and strategic opportunities for growth and improvement.

Maintain a small, well-managed portfolio to remain connected to day-to-day operations and client expectations.

Provide operational support across the team during periods of leave or high workload, ensuring continuity of service.

Support the Accounts Manager where required, including oversight or assistance with rental trust accounting processes for both residential and commercial portfolios.

Drive a positive, collaborative, and high-performing team culture, fostering accountability, professionalism, and continuous improvement.

Key Relationships:

Property Management Team (Residential & Commercial)
Business Development Manager
Leasing Consultant
Directors
Administration and Accounts Team

Skills and Attributes:

Advanced knowledge of residential tenancy legislation and property management best practices
Strong leadership and team development capabilities
Excellent communication, conflict resolution, and interpersonal skills
Highly organised with the ability to manage multiple priorities and deadlines
Strategic thinking with a focus on continuous improvement
High level of professionalism, discretion, and accountability
Solutions-focused with the ability to make confident decisions

Qualifications and Experience:

Current Certificate IV in Real Estate Practice (or equivalent)
Minimum 5+ years experience in property management, with supervisor experience preferred
Current driver’s licence

To apply, please send your resume and a brief cover letter to recruitment.cowes@raywhite.com or call Kristien on 0409 522 671

Ray White Phillip Island

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Head of Property Management