Operations Manager 1

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.

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

HR 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