Tenant Services Manager

6 months ago

Ottawa, Canada BGIS Full time

Who We Are

SUMMARY

The **Tenant Services Manager **directly manages the Tenant Service Administrators and program consisting of the delivery of small-scale maintenance projects, workspace changes, design services and office services. The desired result is accurate reporting of project activity in line with client and BGIS standards and requirements. The position will assist the Tenant Service Coordinators, Project Directors, Property Managers, and Finance to ensure all aspects of tenant project delivery approval and documentation requirements are addressed. This includes, but is not limited to, ensuring Work Authorizations are approved by Designated Tenant Representatives, ensuring SSA’s and/or MOU’s are in place before proceeding with approvals and starting work, assisting in developing of the quarterly Periodic Usage Report for Work Authorization tracking and ensuring tenant service/tenant direct projects are established, tracked, and closed out (with required documentation on hand for quality monitoring requirements) to allow for final billing.

KEY DUTIES & RESPONSIBILITIES

People Leadership
- Provide direct leadership and support to Tenant Services Administrators (TSA’s), who, in turn, assist Tenant Services Coordinators (TSC’s).
- Oversee and assess the performance of Tenant Service Administrators (Optimizer), managing their activities in accordance with BGIS People & Culture policies and protocols.
- Supervise Tenant Service Administrators to maintain all required documentation and close-out requirements for the timely delivery and completion of service activities and billing.
- Verify that Tenant Service Coordinators are using the correct and latest versions of forms and documents.
- Provide training and education to Tenant Service Coordinators to address errors highlighted in daily Exception Reports and understand their implications.
- Assist in activity tracking for required internal and external reporting related to project delivery timelines, supporting Tenant Service Coordinators in developing document filing and tracking systems.
- Ensure Tenant Service Coordinators send out Satisfaction Surveys upon project completion and track all Tenant Satisfaction Survey results to identify recurring issues for Portfolio Managers.

PMO Office Contact
- Serve as the main point of contact for the PMO (Project Management Office) concerning Tenant Service Coordinator delivered work, actively participating in discussions on changes to forms, processes, and work instructions.

Work Processes
- Ensure proper and timely interpretation and implementation of BGIS (Brookfield Global Integrated Solutions) work processes, fostering a safe workplace culture and maintaining clear communication for effective Tenant Services delivery.
- Ensure a uniform approach across all client portfolios regarding tenant project approvals, documentation, reporting, and billing.

Client Approvals
- Monitor client approvals to ensure adherence to all contract obligations.

Quality Assurance
- Conduct quality assurance reviews to identify discrepancies and modifications necessary for ensuring timely and accurate client reporting.

Other
- Perform any other duties as assigned.

KNOWLEDGE & SKILLS
- Exceptional interpersonal skills, emphasizing effective communication both verbally and in writing.
- Robust organizational, coordination, and documentation abilities, coupled with a talent for multitasking.
- Outstanding client management and customer service skills, demonstrating a service-oriented approach with a "can-do -WE are all one Team" attitude.
- Capacity to work independently while maintaining a high level of productivity and effectiveness.
- Proficiency in analyzing data and managing reporting to client groups.
- Advanced skills in using Outlook, Excel, and PowerPoint.
- Bilingual proficiency is preferred.

Licenses and/or Professional Accreditation
- None required.

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success

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