Operations Manager

Title : Operations Manager 1

Reports To : Associate Director/Director/Managing Director Operations

Position Summary: Responsible for delivering efficient and professional management to a prescribed portfolio of properties. A fundamental requirement of the position is to manage an annual operating and capital budget while maintaining a high level of resident satisfaction, in accordance with CAPREIT policies and guidelines.

Responsibilities :

Management

• Staffing of appropriate office hours
• Approve/reject leases
• Follow up with assistance of Revenue Specialist on rent collections (AR)
• Manage renewals process
• Explore ancillary revenue opportunities (ie. parking/lockers)
• Take action on vacancy
• Ensure tenant file compliance

• Leases
• Letter of Acknowledgements (LOA)
• Applications, etc

• Ensure that work orders are completed in a timely manner as per CAPREIT policy
• Identify, report and action potential liability (ie. environmental/tenant/legal, etc)
• Approve requisitions and ensure purchasing policies are being adhered to
• Completion of site visit checklist
• Tenant meetings
• Inspect turnover units to ensure rent readiness
• Inspect occupied units for quality control issues
• Develop and implement an action plan to increase the value of assets (aesthetics, logistics, etc.)
• Liaison for Government Officials including: Property standard & Bylaw Officials, Technical Standard Safety Authority, Electrical Safety Authority, Fire department, Public Health Department, City councilors, MPP, Ministry of Housing, Social Housing, Police inspections (assist with investigations)

Budgeting

• Submit proposals for projects to be included in capital budget for the following year
• Inspect, review, and improve scope of work on all units to control financial parameters
• Reviewing and ensuring that all approved contracts are implemented correctly

Reporting

• Review and take action to correct discrepancies in all monthly financial reports
• Review physical asset report and implement a plan of action to correct deficiencies based on priority level
• Review accuracy of and take action upon all operations reports (A/R, vacancy, missing documents, move-in move-out, etc.)

Legal

Review, ensure correct documentation, prepare documents, and attend hearings for the following:

• Landlord tenant boards: tenant applications and landlord applications
• Human rights applications, attend human rights tribunal meetings (Initiation and follow-up),
• Discovery and recovery hearings (Insurance)
• Draft documentation for: Schedule A, amending agreements, settlements

Resident Relations

• Ensure high level of resident satisfaction and resolve inquiries
• Special events for residents (barbecues, Christmas parties, tenant appreciation, etc.)
• Tenant meetings
• Available to meet with residents on a one to one basis in an effort to develop strategies to mitigate damages and maintain a positive public image
• Attending tenant association meetings

HR

Operations:

• Payroll Direction/Approval
• Discipline - terminations
• Performance Reviews
• Monitor and manage vacation entitlement
• Interviewing/Hiring; Ensure proper training for new hires
• Coordinate coverage of staff for WSIB/LTD/STD

Management:

• Ongoing training
• Design and implement a development plan for each employee
• Coaching/mentoring/motivation/promotions (rewards)
• Resolving employee conflicts

Marketing

• Coordinate with Marketing department in advertising, incentives, market surveys, mystery shoppers
• Assess and make recommendations to maximize rent table potential
• Develop and implement strategies to rent less marketable units (staging, etc.)
• Review and take action upon Resident Satisfaction Survey results

Life and Safety

• Follow up on building LOA – ensure Life & Safety Policies adhered to
• Identify, report and action potential liability (ie. life and safety)
• Ensure that all documents and certificates are up to date
• Take immediate action to correct any Life & Safety deficiencies
• Conduct emergency response drills for staff
• Audit fire/life safety including: fire log book, annual certificates, spot checking for proper operation of all life safety devices, ensure up to date inspection of all life safety devices
• Respond to site emergencies, 24/7

Special Projects / Project Management and Coordination

Assist in managing projects:

• Structural (balcony restoration, garage repair, roof replacement, transformer replacement/boiler replacement)
• )
• Elevator Modernization (alternative solutions for limited mobility residents, ongoing tenant meetings, etc.)
• Common Area Upgrades (corridor painting, carpet replacement, stairwell painting, light upgrades, etc.)
• Lobby/Offices (construction of new, and redesign of existing outdated spaces)

New Acquisitions:

• Quickly and effectively raise new properties to CAPREIT standards

Other projects as assigned by AVP, Operations or MD, Operations

Qualifications:

• University/college degree or equivalent work experience
• Preferred of at least three years experience in property management
• Experience in staff management and strong interpersonal skills
• Proficiency in comprehension of financial statements and reports
• Strong leadership ability and customer services skills
• Outstanding problem solving and organization skills
• Excellent verbal and written communication skills
• Proficiency in computer skills
• Ability to handle multiple priorities and tight deadlines
• Strong decisions making skills and business acumen