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
