Property Operations Manager

2 weeks ago

Toronto, Ontario, Canada Minto Group Full time

At Minto, we are committed to building better places for people to live, work and play.

We have an exciting opportunity for a Property Operations Manager to join our team in Downtown, Toronto, Ontario.

The estimated salary range for this position is $85,000 - $110,000 per year, depending on experience.

Job Description:

The Property Operations Manager is responsible for contributing to the best-in-class customer experience by managing the Properties team and external contractors, ensuring efficient and cost-effective operations.

This role oversees the delivery of a best-in-class customer experience, relating to administering the tenancy/guest relationship in our luxury furnished and unfurnished suite portfolio.

Key Responsibilities:
  1. Implement business strategy for the portfolio, assisting in leading its execution.
  2. Develop and implement annual budgets, reviewing monthly financials, forecast inputs and variance commentary.
  3. Ensure understanding and adherence to the Residential Tenancies Act, regarding landlord rights and obligations.
  4. Collaborate with the Concierge Lead, Housekeeping Manager and Service and Administration team to achieve ROI related to operations and capital expenditures.
  5. Practice strategic financial management, maintaining a high-level perspective while focusing on current objectives.
  6. Identify opportunities for budgeted and unbudgeted expenditures that enhance long-term performance.
  7. Manage difficult resident and employee issues, demonstrating effective conflict resolution skills.
  8. Built an effective team based on Minto's core values of Courage, Partnership, Innovation and Accomplishment.
  9. Ensure all team members are trained, equipped and motivated.
  10. Foster a culture of cooperation and collaboration within the maintenance team and with the rest of the property team.
  11. Oversee large and complex projects, demonstrating strong decision-making and organizational skills.
  12. Implement, schedule, execute and participate in resident programs and events.
  13. Review and monitor internal and external resident/guest satisfaction surveys, including Google reviews.
  14. Measure quality of work against established standards for internal employees and external vendors.
  15. Identify opportunities for improvements in efficiency, cost-effectiveness and customer experience.
  16. Analyze key indicator reports on mechanical equipment, maintenance trends and communicate opportunities for improvement.
  17. Manage contractor performance according to the Minto Contractor Code of Conduct.
  18. Oversee requirements for in-suite repairs, turnover and associated work to ensure rent-ready suites with zero deficiencies.
  19. Implement and adhere to maintenance programs as established by Facilities Management, including Compliance & Health & Safety requirements.
  20. Develop, monitor and control maintenance expense line items.
  21. Utilize Yardi ERP tool to perform duties.
  22. Ensure all areas are free of hazards, resolving issues or notifying management when necessary.
  23. Participate in industry-related associations to network, share experiences and acquire knowledge of industry standards and best practices.
  24. Maintain professional and technical knowledge through education, benchmarking and professional publications.
  25. Communicate objectives and goals to staff, outlining job expectations, planning, monitoring and coaching.
  26. Participate in recruitment, training and development of staff.
  27. Understand and administer the standard lease agreement during the tenancy.
  28. Monitor and manage deviations/addendums to the lease agreement.
  29. Establish and manage target accounts receivable, monitoring delinquency reports and acting in accordance with applicable legislation.
  30. Respond to escalated resident concerns and inquiries promptly and courteously.
  31. Process and approve incident reports, invoices and administrative service requests.
  32. Create, review and approve mass and individual resident communication.
  33. Collaborate with sustainability, revenue management, asset management, leasing, project management and central services teams to deliver exceptional customer experiences.

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