Manager, Operations Ii

**_Role Impact:_**

The Manager, Operations II will be responsible for ensuring the consistent and cost-effective delivery of reliable, base-building operations for multiple AAA commercial office buildings in downtown Toronto. This includes monitoring and managing the performance of third-party service providers as well as identifying and implementing the requisite processes, systems and projects to ensure the property provides best-in-class services for our clients.

The Manager, Operations II will be a key liaison between our clients and service providers, and ensure service requests are resolved correctly and expediently, as well as ensuring service providers are operating properties in an effective and efficient manner, to guarantee client comfort.

**_ What you will deliver:_**
- Monitor the performance of third-party service providers against established operational targets including maintenance effectiveness, service request resolution, energy efficiency, client service and quality;
- Responsible for all contracts relating to facilities presentation and maintenance throughout the office complex and retail concourse. Ensures continuous improvement of vendor’s performance including waste management, elevators/escalators, cleanliness, janitorial, window cleaning, landscaping, waste management, etc. Develops reports to track KPI’s.
- Holds accountability for building presentation, both inside and outside, to ensure professional image at all times at the complex and support the company’s best-in-class image at the properties.
- Forecast and analyze operational data against key performance indicator targets on a weekly and/or monthly basis and develop & implement corrective measures if the targets are not met;
- Handle client complaint escalations or enquiries.
- Facilitate and coordinate on-going, open communications with tenants by attending various meetings as required by the tenants to understand and address their operational concerns in order to ensure their needs are being met;
- Ensure all mechanical and electrical systems are operating as designed by conducting property inspections and identifying long term equipment replacement in order to provide clients and employees with a safe and healthy environment;
- Ensure that all preventative maintenance requirements for all mechanical/electrical system and equipment is evaluated/documented and performed;
- Participate in the preparation and implementation of annual operating expense and capital budgets through reviewing past expenses, determining future needs of the property and monitoring actual operating expenditures against budget on a monthly basis;
- Manage capital project budgeting and implementation;
- Manage property-level procurement and oversee contract administration activities for Request for Proposal (RFP) document preparations, Delegated Authority review compliance, invoice approval and budgeting.
- Authorize and process applicable property operation expenses, within approved guidelines, and coding and signing all invoices to ensure appropriate allocation of expenses and that property operations remain within prescribed budget guidelines;
- Have a focus on achieving a decrease in operating costs through efficient operation and energy conservation initiatives without compromising overall customer satisfaction;
- Interact closely with property staff, portfolio operations, and national approved consultants, suppliers and service providers;
- Ensure compliance to all EHS regulatory and corporate standards;
- Respond to after hour’s emergency calls by going to the site if required and coordinating the necessary actions required to ensure the situation is resolved in an appropriate manner;
- Assist in the design for all major additions or renovations to the property on items of an operational nature;
- Review and comment on all tenant drawings for items of an operational nature;
- Other duties as assigned.

**_What your strengths are:_**
- Excellent technical report writing skills and proven ability to communicate and present to all levels of management
- Advanced analytical and problem solving skills and proven ability to develop practical and creative solutions
- Exceptional relationship-building and contract management skills and experience
- Ability to negotiate or mediate with tact, diplomacy, and patience
- Ability to influence individuals where no direct reporting relationship exists
- Proven leadership abilities and initiative
- Strong organizational and prioritization skills
- Excellent verbal and written communication skills
- Polished and professional presentation skills
- Ability to learn and participate in broad scope of decision-making
- Ability to motivate, coach and mentor team members
- Active listener and contributor

**_What you need to succeed:_**
- A Post-secondary degree or diploma in a relevant field of study (e.g. Engineering, Architecture, Building Environmental Science, etc.)
- A minimum of 5 years of relevant p