Address DOCUMENT AND QUERY MANAGER - LONDON (JOB NUMBER: LON2085)
The role
The Property Management Documents and Query Manager is responsible for delivery, management and reporting of all occupational documents. They are responsible for inputs into databases, ensuring accuracy and compliance, and responding to inquiries from both internal and external stakeholders. This role typically involves coordinating with various teams to deliver and streamline document processes, maintain records, and facilitate efficient query resolution. Additional responsibilities may include developing and implementing document management policies and procedures to ensure smooth operations and compliance with relevant regulations.
Roles and responsibilities
Document Drafting
- Evolve, manage and deliver occupational documents covering the end-to-end process
- Delivering the above in line with contract KPIs
- Produce and maintain a full suite of standard documents for use across the contract and provide advice and input to any changes from the standard
- Liaising within BNPPRE, GPA and other consultants to deliver key information, plans and input to deliver completed documents with their necessary attachments
- Identify, coordinate and manage the process to provide BNPPRE with the key terms to enable drafting of documents including the use of the current proforma
- To be the point of contact on all issues relating to drafting documents
- Maintain a framework to deliver completed documents within agreed parameters, provide and manage any escalation required and then track to successful resolution
- Maintain and overview reporting to track progress on all documents in real time which also provides input to the Transaction Tracker
- Provide regular reporting on the overall progress of all and individual documents at property, region and client level
- When needed coordinate responses from the team as a whole
- Initiate the horizon update process to KPI timescales
- Constantly review processes to provide insight, reporting and efficiencies
- Manage and provide induction for new members of the team
- Work with the client to provide regular workshops to facilitate team working
- Supporting the team to deliver the contract when needed
Query Management
- Manage, oversee and resolve queries working with the team, GPA and other consultants
- Ensure queries are responded to and updated in line with KPIs
- Review process and suggest areas for continuous improvement.
- Ensure CRM system is used to track all client queries and provide training and workshops for the BNPPRE team
- Work with GPA to ensure reporting is available and continually improved to track progress and identify trends.
- Ensure focus is given to queries which have been escalated and ensure the team are using the escalation process effectively where delays in resolution are evident.
- Focus on historic queries and ensure the correct individuals are supporting resolution.
- Join client calls to discuss escalations and trends identified
Person specification
- Previous experience of legal documents and working in legal department / business
- Strong organisational, project management and administration skills
- Experienced user of IT systems and Microsoft packages, including Microsoft Word, Excel, PowerPoint, Outlook
- Mature and professional approach, confident in taking initiative to problem-solving.
- Controlling and monitoring even workload, experienced in meeting deadlines and working under pressure.
- Attention to detail and accuracy.
- Excellent communication and interpersonal skills.
- Working well as a team member, demonstrating responsibility, patience and understanding of other’s needs.
We are proud to offer award-winning benefits to support and reward our employees:
- Health & Leisure: Private medical cover, 25 days annual leave + public holidays (the option of purchasing up to 5 additional days via flex benefits), health screening, gym discounts, wellbeing support, volunteering opportunities, cycle to work scheme, eye care voucher, travel & retail discounts, travel insurance, concierge service, kids pass, open fairways golf card, great company culture and social events (including sports teams, charity events, art pass), perks at work
- Financial: Pension, company car allowance, life assurance at 8 x basic salary, group income protection, long term disability insurance, interest free season ticket loan, bonus scheme - you will be eligible to participate in the Company’s Bonus Scheme, share incentive plan, financial and mortgage advice
BNP Paribas Real Estate is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, colour, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.
BNP Paribas Real Estate is proud to be an inclusive employer, as recognised by our RICS Inclusive Employer status and membership to Stonewalls Diversity Champion Programme.
Primary Location
: GB-ENG-LondonJob Type
: Standard / PermanentJob
: FINANCIAL AND TECHNICAL EXPERTISE Education Level: Other Degrees / Certifications / Vocational, Technical or Professional Qualifications
