Warranty Services Manager

**Duties and Responsibilities**:
**1. Warranty Management and Compliance**

1.1. Responsible for day-to-day management of all matters relating to freehold and condominium unit warranty compliance and claims adjusting, including 30-day, year-end and two-year inspections.

1.2. Ensure all statutory obligations related to Tarion’s new home warranties are met.

1.3. Review pre-delivery inspection (PDI) reports and follow-up on warranty issues.

1.4. Provides guidance and direction to ensure adherence of Tarion guidelines, policies and procedures.

1.5. Assist builders and developers in meeting their warranty obligations to Tarion.

**2. Risk Mitigation and Reporting**

2.1. Identify and report potential construction issues to prevent future claims.

2.2. Work closely with Project Managers and Site Supervisors to mitigate risks associated with construction defects.

2.3. Manage Tarion conciliation requests and claims decisions.

2.4. Promotes and monitors consistency in reporting, file updates, correspondence and general information, both verbal and written.

2.5. Generate reports and analytics to track warranty performance and compliance trends.

2.6. Prepare and submit all required documentation, reports and forms to Tarion within specified timelines.

2.7. Provide regular status updates on open claims and ongoing conciliation cases.

**3. Customer Relations and Dispute Resolution**

3.1. Act as a point of contact between homeowners, builders and Tarion.

3.2. Provide guidance to homeworkers on the warranty process and timelines.

3.3. Facilitate resolutions for disputes related to construction deficiencies and warranty claims.

3.4. Responsible for ensuring Tarion rulings are consistent with the Ontario New Home Warranties Plan Act, the Regulations, the Builder Bulletins, policies and procedures.

3.5. Review and recommends settlement of claims; reviews and monitors reserves and approves requests for payment to their assigned authority.

3.6. Directs resolution of complex and difficult files and escalated issues.

3.7. Meets with stakeholders/clients to resolve local matters.

**4. Leadership**

4.1. Educate and train internal teams (i.e. construction, customer service) on Tarion processes, timelines and expectations.

4.2. Stay up to date with Tarion policy changes and communicate updates to relevant stakeholders.

4.3. Monitor and balance file workloads and provide work direction to team.

4.4. Supervise and monitor performance of direct reports.

4.5. Conduct annual performance reviews for direct reports.

**5. Other (5%)**

5.1. Works in a safe manner and ensures department operations are carried out in a safe manner in accordance with the Occupational Health and Safety Act, associated regulations, Mistral Group of Companies policies, procedures, and other associated legislation.

5.2. Other related duties, as assigned.

**Education**
- Degree or diploma in Construction Management, Business Administration or related field.

**License, Registration and Training**
- Ontario Building Code BCIN qualification in Legal (general) and Part 9 (home) is considered an asset.
- Valid and unrestricted Class “G” driver’s license with access to reliable transportation.

**Experience**
- Six (6) years of construction related experience with customer service capacities and warranty management, preferably in freehold residential construction methods.
- Previous managerial experience with duties related to those listed above.
- Previous experience working hands-on with builders, developers or warranty administrators is preferred.

**Knowledge, Skills and Abilities**
- Working knowledge of the Ontario New Home Warranties Act, Ontario Building Code, residential and building techniques, construction scheduling and repair methods.
- Demonstrated leadership skills with the ability delegate tasks and effectively manage a team virtually and in-person.
- Strong analytical and negotiation skills to resolve disputes and manage warranty claims.
- Excellent observation and problem-solving skills.
- Skilled in developing and maintaining excellent client relations and goodwill building.
- Demonstrated ability to handle challenging customer situations professionally and empathetically.
- Familiarity with residential construction methods, materials, and defect identification.
- Strong verbal and written communication skills.
- Ability to make decisions based on practical building knowledge.
- Capacity to handle in a fast-paced work environment with the ability to manage multiple projects and meet deadlines under pressure.
- Ability to maintain accurate record, ensure timely submissions and monitor compliance.
- Above average computer skills in Microsoft Office suite.

A combination of education, training and experience may be considered.

**Job Types**: Full-time, Permanent

Pay: From $100,000.00 per year

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Vision care

Flexible language requ