Manager - Operations & Client Relations

3 days ago

Toronto, Canada Elite Residential Concierge Services Inc. Full time

**About Us**:
A team of 750+ employees are the backbone of Elite Residential and we proudly collaborate as a family across locations to deliver superior and best-in-class services to our clients. Being a leader in the security and concierge industry, we invite professionals, both young and experienced, to come and live the Elite Experience while transforming communities into luxury living.

The Manager - Operations & Client Relations will be responsible for contributing to the successful operation of Elite Residential Concierge Services Inc and will ensure the delivery of excellent service and a great customer experience. As a member of the Management Team, the Area Manager shall participate in the development of Elite Residential Concierge Services Inc's priorities and objectives.

**Core Competencies**
- Customer Focus
- Communication
- Teamwork & Collaboration
- Quality Orientation
- Time Management
- Adaptability/ Flexibility
- Creative and Innovative Thinking
- Decision Making and Judgement
- Planning and Organizing
- Problem Solving
- Result Focus
- Accountability and Dependability
- Ethics and Integrity
- Mediating and Negotiating
- Leadership
- Coaching and Mentoring
- Staff Management
- Enforcing Procedures, Rules and Regulations
**Primary Purpose**

This position serves the following critical roles within the Company.

1. As a People Leader and member of the Management Team, the Area Manager, is responsible for providing direction to their assigned buildings to ensure concierge services are delivered to clients in an efficient and effective manner. The following minimum requirements must be met:

- Client Delivery
- People Management

i. 15 site supervisors

ii. 75 concierge staff

2. Work with the Senior Management Team in support of the development and implementation of business plans which contribute to revenue growth, profitability and sustainability of Elite Residential Concierge Inc.

**Key Responsibilities**
- Support the adherence to corporate policies and procedures for assigned region / buildings, ensuring a high level of quality, efficiency and effectiveness in delivering services to Elite Clients.
- Act as the key, day to day client interface for services for assigned buildings, ensuring that client needs are met through the delivery of a value-added services.
- Work with direct reports to develop objectives and operating plans.
- Train staff of company procedures and policies: site specific, corporate, and legislative, ensuring all training documentation is reviewed and uploaded in employee HR file.
- Plan, staff, and supervise all assigned work activities to ensure a cohesive operational unit and a successful client experience.
- Coach and mentor staff in providing advice and direction toward their professional development.
- Reward and recognize staff reinforcing desired behavior.
- Identifies and analyzes information to give early warnings of potential problems and recommends corrective action
- Build a strong partnership with Property Management, Developers and The Board in exceeding client expectations for contracted services
- Oversees the effective scheduling of team, supporting hiring processes, timesheets, expense reimbursement and training
- Provide recommends for continuous improvement of services
- Manages new hire instruction on policies and procedures, and completion of all appropriate forms and maintaining good communication until the employee is self sufficient
- Ensure documentation of inspections is complete and accurate; generate reports, export footage and follow up with appropriate personnel to rectify all issues. Reviews security reports and follow up if required
- Will participate as a member of the Emergency Preparedness Committee
- Assisting with Fire and Life Safety responsibilities including but not limited to fires drills, fire plans and training
- Provides recommendations for compensation adjustments based on achievement or performance goals set annually
- Work one afternoon a week and one evening a month given 24/7 operation to ensure continuity of support for staffing support.
- Work a rotational on-call-shift to support field support on escalations
- Perform additional assignments as required by the needs of the company, or as directed by the Director of Operations
**Requirements**:

- University Degree / College Diploma - preferred business administration
- 5 years’ experience in the security industry
- 1 year experience at a supervisory level
- Excellent management, negotiating and organizational skills;
- Demonstrated ability to lead a team and achieve results;
- Excellent interpersonal skills
- Able to prioritize and focus concierge staff on appropriate tasks
- Proficient with spreadsheets
- Works well under pressure and consistently meets deadlines
- Works effectively in an entrepreneurial, collaborative environment, and can direct and work in harmony with a diverse group of highly motivated and capable individuals
- Demonstrated relationship-bui

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