Contributed by Kevin P. Kwok, CMCA, AMS
International Community Association Managers Day last week gave me an opportunity to reflect on my journey as a community manager.
I was a banker and management consultant who inadvertently ended up in the profession. In 2011, I was invited to join my homeowners association board of directors in the Philippines.
As a homeowner, I knew residents needed and wanted responsive communication, fair treatment, and a sense that assessments are being put to good use. What I didn’t yet know was how difficult delivering on those expectations can be. Serving on the board gave me my first look behind the curtain.
As board treasurer, I immediately noticed operational funds and construction bonds were sitting in savings accounts earning near-zero interest. Payments took at least four weeks to process, whether it was investing funds, paying suppliers, or refunding construction bonds to homeowners. The association struggled financially toward the end of the year because of an 85% average collection rate for annual assessments. Finally, our maintenance providers were purchasing supplies and billing us at marked-up prices well above what we could source directly.
I also observed that whenever a homeowner complaint came in, the manager would defer to the board. Since board members have their own jobs and businesses to run, a decision could take up to five days. Having been on the receiving end of that silence as a homeowner, I found it unacceptable.
In 2019, after completing my stint as board president and watching none of my suggestions gain traction with the existing management company, I applied for and was hired as the new manager.
That transition gave me a perspective I carry with me every single day. I am both a homeowner and the manager of the community where I live. Having stood on one side of the fence, I understand what community members need and want. Now I know how difficult the job truly is. That dual vantage point shapes every decision I make.
The results speak for themselves. We now invest excess funds and bonds in government securities at higher yields with superior credit quality. We’ve achieved 100% assessment collection efficiency since 2020 through consistent enforcement. All supplier obligations are settled within a week of invoicing that earn prompt payment discounts, and bond refunds are issued within five days of application. Direct sourcing from suppliers and accredited dealers has produced cost savings over 35%.
But the achievement I’m most proud of is simple: Homeowner complaints are now addressed within the hour. For complex issues or those involving third parties such as utility providers, we ensure daily feedback until the issue is resolved. Board members are no longer drawn into operational matters unless a policy decision is genuinely required.
Beyond my invaluable CMCA and AMS designations, I believe initiative, speed, and passion equal success and excellence in community management.
Kevin P. Kwok is chief executive officer at the Ayala Southvale Village Homeowners Association in Manila, the Philippines.
