National Property Management Lead

1 month ago

Ottawa, Canada BGIS Full time

**Who We Are**

**SUMMARY**

The **National Property Management Lead **is accountable for process development, support, and internal oversight of Property Management services on the RP1 contracts.

**KEY DUTIES & RESPONSIBILITIES**

**Property (Facility) Management Programs**
- Represents the account at cross-account leadership council and collaborates with account leaders and other relevant concerned parties to review, develop and refine property management programs along with related processes and technologies in order to achieve efficiency gains and ongoing operational excellenceLeads the implementation of property management programs and program enhancements for the assigned account and drives consistency in program execution throughout the account

**Client Satisfaction**
- Identifies, recommends and implements programs to achieve greater client satisfaction. Programs may include but may not be limited to communication and innovation
- Collaborates with account leaders from different accounts to review, develop and refine related programs to enhance client communication and satisfactionLeads the implementation of related programs for assigned account

**Service Delivery - Performance Management**
- Collaborates with account senior management and relevant concerned parties to ensure service delivery performance objectives are met
- Conducts a high level review of the programs to ensure that all requirements are delivered as per contract requirements
- Identifies shortcomings in service levels within property management service line and provides recommendations to enhance performance
- Collaborates with account senior management to develop and implement action plans to remediate performance gapsCollaborates with relevant concerned parties to ensure all capital planning requirements are identified, budgeted and recommended to the client

**Third Party Service Providers - Performance Management**
- Represents property management service line for performance management of third party service providers through activities including but not limited to establishment and measurement of key performance indicators, and regular business reviewsCollaborates with Procurement team to lead contract development and review for core services delivered through property management service line, including services such as but not limited to janitorial, elevator maintenance and repair, and building automation providers

**Operations Management**
- Accountable for the ongoing review and improvement of processes, resources, and tools for the delivery of Property Management services
- Collaborates with relevant concerned parties to review, develop and/or refine, standardized processes, resources and tools to ensure ongoing continuous improvement
- Acts as Property Management lead, facilitating integration and alignment of services with other RP1 work streams such as Project Delivery Services, along with core support functions such as Procurement and Finance
- Acts as lead and primary client interface for annual client financial planning exercises, including integration of other service lines and establishment and monitoring of common client reporting and deliverables
- Facilitates best practices sharing
- Communicates and trains relevant concerned parties on updated and/or new processes, resources and tools
- Collaborates with relevant concerned parties to define data standards and utilization of data fields within RealSuite
- Collaborates with relevant concerned parties to continuously improve reporting capabilities
- Acts as the transition lead for the contract, working relevant concerned parties to transition building assets into and out of contracts as required
- Collaborates with new team members to implement and deliver services and core processes
- Negotiates customized processes with the client and collaborates with internal team members to customize and implement processes to meet client needs
- Researches and conducts analysis to determine root causes when a performance gaps is exposed
- Reviews and analyzes data to identify gaps and trends
- Determines and recommends corrective actions
- Conducts benchmarking studies and comparative analyses to support service delivery management and reporting
- Other duties as assigned

**KNOWLEDGE & SKILLS**
- University and/or Community college diploma or equivalent training (e.g. RPA, CET)
- More than 10 years of job related experience
- Strong operations management skills and background in the area of property (facility) management delivery and operations
- Experience with account management, including client relationship management, key performance indicator management, and budget management
- Strong people leadership skills.
- Strong communication, influencing and persuasion, interpersonal and negotiating skills
- Bilingualism would be considered a key asset
- Proven business management skills with strong business acumen.

**Licenses and/or Professional Accreditation**
- One or

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