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Senior Manager, Operations Excellence Specialist

2 months ago

Toronto, Ontario, Canada OMERS Full time

About OMERS

OMERS is a leading global real estate investor, developer, and manager. We combine our capital with our capabilities to create real estate that strengthens economies and communities.

Our Culture

We prioritize people, partnerships, and places to generate meaningful returns for our members, enhance value for our capital partners, and create a brighter world for our customers.

Our Mission

We strive to strengthen economies and communities through real estate, and our people-first culture is at its best when our workforce reflects the communities we live and work.

Job Summary

We are seeking a Senior Manager, Operations Excellence to play a critical part in leveling up our Operations capabilities to optimize customer excellence outcomes and drive operational performance.

Key Responsibilities

  • Partner with Canadian business leaders across retail and office to co-create and apply an industry-leading vision for operations programs, focusing on delivering outstanding customer outcomes and driving operational performance.
  • Build operational compliance requirements, national building assessment strategies, equipment condition standards (operations and maintenance), and best practices for preventative maintenance programs/systems.
  • Develop and standardize policies across asset classes, setting standards for preventative maintenance programs/systems, and provide hands-on support and assistance to site teams.
  • Provide support to sites on capital process management across asset classes, including policy adherence, leveraging planning and tendering scale, training, and on-boarding.
  • In partnership with procurement and sites, provide national support of major service contracts, developing RFP scope, contract standards, and KPIs.
  • Maintain and share relevant leading practices and strategic advice for core operational programs by networking within the global organization and externally with agencies and other operational and real estate standards boards.
  • Partner with business leads and data and analytics to identify opportunities to enhance performance of core operational services based on benchmarking analysis, working with site teams across asset classes to realize optimization opportunities.
  • Deliver operations budget guidance for nationally scoped projects/contracts/consultants.
  • Identify innovative technology and analytic solutions to improve operational efficiencies.
  • Provide property operation support/guidance for industry certifications such as SHORE, BOMA, LEED, etc.
  • Actively engage internal and external business leaders and site teams on operational programs, performance, and action plans to build a culture of continuous improvement.

Qualifications

  • Experience in Asset Management and/or Property Operations in the real estate industry.
  • Experience managing operational programs at the corporate level to support Asset and Property Operations.
  • Exceptional ability to develop positive relationships, communicate, and lead through influence with internal partners across geographies, build consensus, and prioritize action and results.
  • A track record of lateral thinking, curiosity, and looking at challenges through multiple lenses.
  • Strong analytical and data-driven thinking skills with the ability to evaluate complex situations and synthesize relevant information such as cost to service across the service catalogue.
  • Experience designing and applying innovative solutions and working with business stakeholders to challenge the status quo, deliver solutions that tackle business problems, and accelerate business objectives.
  • Strong ability to manage multiple priorities, work under pressure to meet deadlines.
  • Demonstrated experience leading and implementing change across operational groups.