Operations Manager and Project Lead

**Summary**:The Operations Manager and Project Lead plays a critical role in ensuring adherence to the processes and procedures that govern the Residential Operations department. The position entails taking leadership with creating and implementing key internal processes, providing internal training and crafting resident and internal communications.

**Responsibilities**:

- Resident Communications:_
- Craft resident communications including letters and notices, with a particular focus on issues that require a sophisticated or sensitive approach, or approved messaging
- Main point of contact for Managers and Directors who require communications support during sensitive occurrences, emergencies and/or vital service interruptions
- Internal Communications_
- Write and distribute memos on key updates and issues including process, policies and otherwise.
- Onboarding of Ops Personnel_
- Maintain an Operations onboarding library which includes relevant and up to date content pertaining to Operations policy and procedure
- Oversee and provide comprehensive onboarding to all new Operations personnel
- Policy and Procedure_
- Craft and create policy and procedure documents as required (depending on internal and/or client requirements)
- Follow through on the implementation of and adherence to policy and procedure
- Training_
- Create training materials (including slide decks, process flows, supporting documents, etc.) to support all new or ongoing initiatives and/or policies and procedures
- Plan and lead training events both in person and virtually, including event logistics
- Escalated Customer Service Issues_
- Support Directors and Managers on escalated customer service issues, including investigation, strategizing a response plan, etc.
- Report Escalated Issues to Client_
- Summarize and report on all sensitive issues to the client
- Includes issues that carry risk and reputational exposure, media or potential media exposure issues, escalated social media matters, etc.
- Note that there is an on-call requirement given that escalates issues are time sensitive and must be reported to the client with urgency
- Adherence to Key Internal Process_
- Oversee adherence to internal process on key Operational areas including client file management, organizational charts, noncompliance, fire monitoring, fire certification, elevator licenses, Rent Safe, snow logs, updates to after-hours call service, etc.
- Scorecard and KPIs_
- Central point of contact for Scorecard progress, results and KPI management
- Lead Operational processes to compliment and drive KPI performance
- Service Contracts_
- Maintain and oversee service contracts process
- Includes vetting contracts for key terms and conditions, coordinating with the vendor to augment contracts to include key terms and conditions, overseeing contract execution process, etc.
- Oversee contract approval process whereby budgetary approval is coordinated and confirmed between Managers, Directors and the Senior Vice President, Residential Operations
- Oversee in-house contract process (i.e. the contract coordination and execution and snow, landscaping and cleaning contracts)
- Reporting Requirements_
- Oversee various monthly reporting requirements in support of Work Orders, Resident Insurance, Building Audits, Monthly and Quarterly reporting, etc.
- Project Management_
- Where required, lead and support the implementation, roll out and/or adherence to client or internal projects
- Lead and implement initiatives as directed from the desk of the Senior Vice President, Operations
- Onboarding and Offboarding of Properties_
- Main resource to coordinate and lead diligence requests for the onboarding and offboarding of properties
- New Partnerships and Business_
- Act as the main liaison on the front of new partnerships and business, including onboarding new assets, training and orienting Operations personnel, supporting the Director(s) and Manager(s) on Operational items and client requirements as needed, etc.

**Benefits**:

- Dental care
- Extended health care
- On-site parking

Schedule:

- Monday to Friday

Work Location: Hybrid remote in North York, ON M3B 2T3