General Manager, Operations

7 days ago

Ottawa, Ontario, Canada Hazelview Properties Full time

About the Position:


The General Manager, Operations leads and oversees a team of approximately 40 Team Members in all aspects of day-to-day property operations in the Region, promoting the Hazelview advantage of being the preferred landlord.

They collaborate in setting strategy and tactical objectives, communicate those as motivational contexts, and empower, coach and mentor the team to success in achieving objectives.

They are responsible for a diverse and distributed portfolio of approximately 2,000 suites.


The General Manager, Operations leads by empowering, coaching, and developing their Regional team of primarily Property Managers, Community Managers and Building Managers and is accountable for achieving financial goals while ensuring all properties in their portfolio meet exceptional quality standards.

They collaboratively manage performance by knowing their Team Members, customers/Residents, markets & communities.


The General Manager, Operations is also responsible for creating and maintaining alignment and collaborative relationships with each of the Business Units in Hazelview Properties, including Quality Assurance, Resident Relations, Sales & Leasing, Facilities Management, In-Suite and Finance teams.

They respond to and provide accurate and timely information as needed to each of the shared services groups in the organization, including People Management, Information Technology, and Legal.


Key Responsibilities:

Leadership and Management:

  • Lead a large team with trust and empowerment while coach and mentoring to success, while embracing both innovation and errors as opportunities to learn, improve, and progress.
  • Contribute to strategic planning, objectives and communicate strategy, while breaking down the content to make it understandable and motivational context that fosters alignment of daytoday efforts and decisions at all levels in the team.
  • Lead the team in collaboratively planning, assigning, and directing work to optimize results and achieve people, property, and financial objectives.
  • Actively oversee all aspects of daytoday property operations including resident relations, property administration and maintenance, while guiding and supervising the efforts of reporting managers and their teams.
  • Meet individually with direct reports on a weekly basis, and with their direct reports and their teams every second week or as needed.
  • Responsible for interviewing, hiring, onboarding, and training and developing Team Members; Team Member relations; ensuring that others learn and grow by mentoring and coaching them to success.
  • Responsible for ensuring the team delivers timely and accurate information to other departments as requested (e.g. Asset Management, Capital & Development, Customer Experience, Finance, People & Culture, Marketing, etc.).

Customer Service:

  • Ensure that a superior level of cooperation, service, and support is consistently provided to residents with exceptional customer experience as the goal.
  • Ensure building standards are maintained to a high level, that managers and building staff are performing duties in a professional manner, and that regulatory obligations are met.
  • Resolve resident complaints and concerns in a timely fashion with compassion and understanding in the context of the business' needs, to optimize a superior level of customer satisfaction.
  • Maintain focus on obtaining excellent Google reviews from residents, achieving and maintaining fourstar ratings.

Property Operations:

  • Foster ownership mindset throughout the team in overseeing and managing property management functions to improve efficiency and reduce operating costs.
  • Inspect the properties on a weekly/monthly basis to monitor performance, share perspective, and guide the team continuously achieving and maintaining Hazelview standards.
  • Propose and discuss possible property renovations or improvements.
  • Act within established authority to initiate work and engage contractors.
  • Ensure multiple quotes from contractors for substantial repair, renovation, and maintenance work, and that purchase orders are issued in advance of work commencing.
  • Ensure that work has been satisfactorily completed; approve invoices.
  • Maintain adherence to standard processes and procedures, ensuring Ottawa By-Law compliance and Maintenance Workflow is maintained current by all team members.
  • Resolve issues relating to repairs and maintenance in a timely fashion.
  • Coordinate after hours' emergencies as required, attending site if needed to assist.
  • Have and maintain strong working knowledge of the Residential Tenancies Act, Human Rights Code, Labour Standards Act, and other regulatory authorities.

Financial and Budgets

  • Accountable for financial and administrative oversight of assigned properties.
  • Deliver financial and Key Performance Indicator (KPI) results in reference to annual budget targets and operational plans.
  • Contribute to annual operating budget deve

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