Portfolio Manager

Royal York Property Management; Cape Town; On-site; ZAR 351,000 - 421,000; Full time

Job summary

Royal York Property Management is seeking a Portfolio Manager to oversee a portfolio of property owners and tenants, keeping clients informed and coordinating services.

You will monitor rent activity, review monthly statements, handle escalations, renew agreements, and identify opportunities to expand client relationships.

The role emphasizes service ownership, sales capability, and professional communication, with CRM and workflow tools used to improve accuracy and efficiency.

Qualifications

• Three+ years of experience in account management, portfolio management, property management, client success, relationship management, sales, or service operations.
• Experience managing multiple clients, accounts, properties, claims, cases, or active files simultaneously.
• Experience with client retention, renewals, objection handling, negotiation, account growth, or consultative sales.
• Experience monitoring rent, invoices, recurring payments, accounts receivable, or overdue balances.
• Strong client communication and experience handling complaints or escalations.
• Excellent organization, documentation, and follow-through.
• Experience using CRM, ticketing, property-management platform, or workflow-management system.

Responsibilities

• Act as the primary contact for an assigned portfolio of property owners and tenants.
• Manage multiple client accounts, properties, and active service files.
• Complete client onboarding and collect required documents.
• Provide proactive updates about completed work, outstanding issues, and next steps.
• Monitor rent collection and follow up on overdue balances.
• Review monthly property activity before owner payouts.
• Investigate account discrepancies and coordinate corrections with accounting.
• Coordinate maintenance requests with internal teams and external providers.
• Handle owner and tenant complaints, urgent issues, and service escalations.
• Identify at-risk clients and take action to prevent cancellations.
• Manage agreement renewals and discuss pricing or service concerns.
• Monitor tenant notices, vacancies, turnovers, and re-leasing activity.
• Maintain accurate CRM notes, documents, tasks, deadlines, and follow-ups.
• Identify stalled files and elevate risks when necessary.
• Use technology and AI tools to improve documentation and reporting.

Skills

Account management

Portfolio management

Client success

Relationship management

Sales / consultative selling

Communication

Objection handling

English proficiency

Tools

CRM software

Ticketing system

Property management platform

Workflow management system

Job description

Portfolio Manager

Royal York Property Management is hiring a Portfolio Manager to manage a portfolio of existing clients, properties, and active service files.

You will keep clients informed, monitor rent and account activity, coordinate property services, resolve problems, renew agreements, and protect client relationships.

This role requires strong service ownership and sales ability. You must be comfortable handling objections, explaining value, discussing pricing, preventing cancellations, and identifying opportunities to expand client relationships.

Direct property-management experience is preferred but not required. Candidates with strong experience in account management, portfolio management, client success, relationship management, sales, or service operations are encouraged to apply.

What You’ll Own

• Act as the primary contact for an assigned portfolio of property owners and tenants.
• Manage multiple client accounts, properties, and active service files.
• Complete client onboarding and collect required property, owner, and tenant documents.
• Provide proactive updates about completed work, outstanding issues, and next steps.
• Monitor rent collection and follow up on overdue balances.
• Review monthly property activity before owner payouts, including rent received, fees, expenses, invoices, reserves, and holdbacks.
• Investigate account discrepancies and coordinate corrections with the accounting team.
• Coordinate maintenance requests with internal teams and external service providers.
• Handle owner and tenant complaints, urgent issues, and service escalations.
• Identify dissatisfied or at-risk clients and take action to prevent avoidable cancellations.
• Manage agreement renewals and discuss pricing or service concerns within company guidelines.
• Handle objections, reinforce the value of the company’s services, and identify appropriate opportunities to expand client relationships.
• Monitor tenant notices, vacancies, turnovers, and re-leasing activity.
• Maintain accurate CRM notes, documents, tasks, deadlines, and follow-ups.
• Identify stalled files and elevate financial, legal, or service risks when necessary.
• Use technology and AI tools to improve documentation, communication, reporting, and efficiency.

What You’ll Need

• Three or more years of experience in account management, portfolio management, property management, client success, relationship management, sales, or service operations.
• Experience managing multiple clients, accounts, properties, claims, cases, or active files simultaneously.
• Experience with client retention, renewals, objection handling, negotiation, account growth, or consultative sales.
• Experience monitoring rent, invoices, recurring payments, accounts receivable, or overdue balances.
• Confidence reviewing account activity, statements, expenses, and supporting documents.
• Strong client communication and experience handling complaints or escalations.
• Excellent organization, documentation, and follow-through.
• Experience using a CRM, ticketing system, property-management platform, or workflow-management system.
• Ability to coordinate work across internal departments and external providers.
• Strong judgment when managing deadlines, financial concerns, sensitive information, and client expectations.
• Excellent written and spoken English.
• Availability to work full-time during Eastern Time business hours.
• Reliable internet, backup connectivity or power, a suitable computer, and a professional environment for calls.

Experience in property management, leasing, real estate operations, housing, facilities, insurance, financial services, SaaS, telecommunications, managed services, or another recurring-service industry will be considered.

What Success Looks Like

Success means maintaining an organized portfolio, communicating proactively, collecting rent promptly, reviewing property accounts accurately, resolving service issues, securing renewals, protecting client relationships, and supporting portfolio growth.

Who Will Succeed

The right person takes ownership instead of waiting to be reminded. You are comfortable handling difficult conversations, challenging unclear explanations, negotiating professionally, and coordinating several parties until a problem is fully resolved.

You are client-focused and commercially aware. You know how to protect a relationship without making promises, offering discounts, or bypassing procedures simply to satisfy a client.

Compensation

The annual compensation range is C$30,000–C$36,000, based on relevant experience, qualifications, and demonstrated ability.

See All Open Roles