Making sure property management is bigger and better.

Don't let Jim O'Connor's affable manner and easy-going attitude fool you. As a Senior Vice President of Insignia Residential Group (IRG), the largest manager of multifamily residences in the United States, O'Connor has earned the respect and admiration of the real estate community as a sincere and astute - and anything but laid back - businessman.

Most importantly, Jim knows how to keep his clients happy and how to attract new clients to IRG's growing portfolio of residential properties: personalized attention and the delivery of quality service to every building and every tenant.

Much more than just a keen businessman, Jim has proven himself as a leader who has earned a reputation for delivering only the highest level of value and service to his clients, catapulting Insignia Residential Group to new heights in and around New York City.

"People often view large companies as less personable and less service-oriented," said O'Connor. "Insignia Residential Group, however, is proof that personalized service, combined with cutting-edge technology, innovative training strategies and comprehensive resources, are factors smaller firms just can't offer. We deliver the most sought-after benefits to every client without sacrificing specialized attention.

"IRG managers make every effort to improve the quality of life in the properties they manage by providing immediate attention to all concerns and issues in a professional and honest manner," added O'Connor. "Because each building has its own team of dedicated professionals, our clients feel secure, knowing that assistance is only a phone call away."

Insignia Residential Group was formed in New York just two years ago when the firm's parent company, Insignia Financial Group, acquired Kreisel Company, Inc. and the management division of Douglas Elliman, Gibbons and Ives, two of the most revered and trusted names in residential real estate. As a result, these acquisitions have brought IRG tremendous market exposure and volumes of valuable information and contacts nationwide.

"The reputations of Kreisel Company and Douglas Elliman, Gibbons and Ives for integrity and diligence were a perfect fit for Insignia. The strengths of all three leading firms have been blended to create the ultimate management firm," O'Connor said.

IRG's clients agree. "The quality of service under Insignia has only been expanded," said Joel Hirschtrift, board president at 1185 Park Avenue, a co-op previously managed by Douglas Elliman. "The building managers are service-oriented and address all issues in a prompt and effective manner. The building is run as a first-class operation."

O'Connor is quick to point out that the other members of the executive staff at IRG are not a behind-the-scenes group. Executives work directly with the management staff and the boards to ensure that every building receives the benefit of a combined expertise in such areas as financial planning, legal services, staff training and capital improvements.

Day-to-day operations and quality management of each building are overseen by a full staff of professionals, including building-specific accountants, construction managers, compliance managers and experts in such specialized departments as cash management, central purchasing, collections, and environmental concerns.

"Although the daily operations of a building are the direct responsibility of the account executive and the financial analyst, Insignia's executive staff plays a key and ongoing role in the building's management," said O'Connor. "We believe the hands-on approach to business is the only way to stay on top of the issues our clients face every day."

For Clinton McClain, Jr., board president of Insignia Residential Group's Executive Towers in The Bronx, the hands-on, personalized attention saved him and the residents of the 480-unit cooperative thousands of dollars. Insignia's construction management division recently completed a $3.6 million renovation, restoration and modernization project for Executive Towers in less than 16 months.

"IRG's construction management team had the Herculean task of completing this major undertaking in a short amount of time. If the work was not completed by the specified date, the building would have incurred an $8,000 per month penalty from the lender," explained McClain. "As a result of the time and savings realized for the building, we were able to undertake a balcony restoration project as well, which previously could not have been performed due to the cost involved. IRG and its construction management team are a unique group of professionals in a very difficult industry."

Insignia Residential Group continues to make sure its managers are among the best informed, prepared and trained in the business. Classes on subjects ranging from taxation to conflict resolution, contract negotiation, legislative news and in-depth market analysis are de rigueur.

Account professionals are not the only beneficiaries of IRG's training program. Doormen, service people, superintendents and many behind-the-scenes team members are also included in IRG's vision for a truly outstanding management firm.

"We have developed one of the most comprehensive and unique training programs for all aspects of our management team," explained O'Connor. "Management is not just about running a building, it's about having educated and well-informed people operating each property."

In addition to its innovative training programs, Insignia Residential Group prides itself on its cutting-edge technology and software capabilities that further enhance the efficiency and accuracy of reporting, building analysis and service. A walk through IRG's main computer room at its 909 Third Avenue headquarters is an awesome sight, with super-computers and giant network systems constantly running and churning out hourly reports on every building.

"One of the special resources we offer at IRG is the unique computer access given to board members and presidents that enables them to collect information on their buildings through the central computer system at anytime, with a mere touch of a button or click of the mouse, keeping them up-to-date on the status of their property," explained O'Connor.

Unlike some long-time property management professionals, O'Connor welcomes innovative technology - the use of which is an Insignia Residential Group hallmark. He's certainly seen a lot of change in the industry, given his 20 years of hands-on experience. Prior to his leadership role at IRG, O'Connor joined Kreisel Company in 1986 as director of management.

"IRG is the most exciting venture I've seen in my career," he says. "The power that Insignia brings to the New York market and the services we can now deliver are truly astounding."

Outside of the real estate world, O'Connor describes himself as a "family man," spending his time with his wife, three sons and daughter and coaching his son's third grade basketball team in his few off-duty hours.

In speaking with potential and current clients, O'Connor makes one message clear: Insignia Residential Group is not just getting bigger, it is getting better.

"Because of the strong management and leadership capabilities of Insignia Residential Group's account executives and staff, the only things that have changed in the way the building is run are the increased services and programs provided to our residents," agreed Alan H. Posner, board president of a co-op at 80th Street and Park Avenue.

Above all, Insignia Residential Group is most concerned with retaining its current clientele and ensuring them and future clients the most comprehensive service available in the industry, according to O'Connor. He doesn't think twice about going above and beyond the normal call of duty - and the results are evident in the contentment of IRG's clients.

"Our professionalism and reputation for quality and value-added service keeps us on top, but its our pride in our work, the personal touch and concern for our clients' quality of life that fuels IRG's success now and into the future," O'Connor concluded.