Operations Manager

Job Description

Position Summary and Objectives

The Operations Manager reports to the Manager, Technical Services with a primary focus on enhancing the operating efficiency of the assigned properties and has a strong knowledge of mechanical and electrical operations subject matter specifically related to electrical distribution, HVAC, building controls, plumbing and fire detection and suppression systems as well as monitoring the Angus system reports to identify trends and opportunities for improvement.

The Operations Manager will also be responsible for day-to-day operations of the properties and operations staff under their supervision including security and building operations team, critical infrastructure equipment management, incident management and adherence to industry and company protocols.

Responsibilities

Deliver Excellent Service to Tenants

• Build effective relationships with tenants, tenant representatives and visitors to meet reasonable tenant expectations and lease obligations
• Independently respond to complex tenant queries that have been escalated above subordinates

Maintain Quality Building Premises

Ensure building safety and adherence to occupational health and safety standards including hazardous materials handling laws and regulations.

• Ensure that property inspections are completed monthly
• Oversee and Direct staff, tenants, etc. during emergencies within the properties, including afterhours as required to minimize impact to Tenants and the Landlord. Attend in person after-hours as required to address an emergency.
• Ensure that there is a review of building systems and repair history to aid in life cycle costing analysis
• Ensure that health, safety and environmental procedures are compliant with applicable laws, regulations and permit conditions are enforced
• Ensure that monitoring systems are functional and work with various systems to manage business risk
• Respond and coordinate activities related to the recovery of any building system failure

Ensure efficient and effective building operations.

• Responsible for all building operations, including maintenance personnel, third party contractors and all building systems (HVAC, mechanical, electrical, fire and life safety systems)
• Assist with coordinating the annual Fire Warden training and fire drills
• Manage and oversee the RiskWise audits and system, including all compliance requirements and Operations KPI's.
• Provide technical direction and consultation on projects as well as capital planning and development of building's operating budget
• Manage and oversee the execution of capital projects and minor tenant construction. Ensure projects are reconciled upon completion and collaborate with various departments to communicate progress.
• Assist with providing technical direction on projects as well as capital planning and development of building's operating budget
• Ensure that tenant information is complete and required documents have been approved by CPMI before tenant begins construction of office space; if CPMI is doing the work and the work requested by the tenant exceeds a tenant allowance provided under the lease ensure tenant formally approvals of all work in writing and arrange deposit from tenant and appropriate payment terms, with assistance from Accounting and Construction,
• Collaborate with team, track/monitor progress/KPI's, and edit project details in Yardi Construction Manager, including proper record keeping.
• Responsible for tracking all projects on Yardi Construction Manager and present to Manager, Technical Services. Attend all capital meetings as assigned.
• Manage and ensure all service contracts are properly administered and coordinate re-tendering of contracts on Yardi Construction Manager.
• Ensure all work is distributed to the appropriate maintenance personnel and contractors
• Ensure all service contracts are properly managed including administering existing contracts and co-ordinate re-tendering of contracts
• Obtain quotes for supplies and building contractor services as needed or requested by senior management detailing scope of work required and providing access and meeting service persons on site
• Monitor and track warranty items
• Prepare monthly maintenance report on activities and completed maintenance, contracted services, service calls, and any major projects for the month
• Prepare purchase order forms for all supplies, repairs and other contracted services
• Assist with preparing, controlling and monitoring the operating budget
• Administer hourly timesheets for operations staff
• Conduct periodic staff meetings to ensure operations and staff requirements are met
• Coordinate tenant move-ins and move-outs, construction and liaise with contractors and tenant's suppliers

Provide support to other CPMI team members.

• Assist with Project Management including Capital and Leasehold Improvements
• Coach, train and supervise the Building Operations team for the portfolio. Complete annual reviews for the Building Operators team for the portfolio and seek opportunities for their development and advancement.
• Provide assistance to Management as requested
• Provide support to the sustainability team as required

Coordinate external contractors and service providers.

• Ensure that all visitors, i.e., technicians, contractors etc. working on site comply with Occupational Health and Safety requirements and utilize the correct PPE (personal protective equipment) at all times
• Ensure that all contractors and service providers are on Safe Contractor and have the appropriate documents

Promote Environmental Sustainability in Building Operations

• Seek opportunities and support best practices to reduce energy consumption
• Work with waste removal contractors to maximize diversion from landfill
• Assist with environmental assessments and reporting
• Assist with the management of disproportionate hydro consumption and billings and monitor energy usage
• Assist with BOMA BESt submissions, updates and green management practices

Ensure accuracy, reliability and delivery of Property Management information

• Review and assist with monthly listings of accrued capital expenditures. Reconcile capital projects and ensure all documentation is accounted for as per standard procedures.
• Review and approve invoices and purchase orders within approval level to ensure that they are in line with the established budgets and policies
• Monitor and ensure sustainability data is updated on Cambio or other software tracking system which may be introduced
• Monitor Rise Activate by Crown APP and Riskwise to ensure preventative maintenance and compliance documentation is current, address outstanding items with operations teams for action and collaborate with property management to ensure compliance scores are higher than 85% as per Crown's KPI's

Hire, Train and Motivate Employees and Provide Rewarding Careers

• Hire competent staff for building operations
• Coach, train and supervise all on-site personnel
• Perform ongoing performance management for subordinates and seek opportunities for their development and advancement

Perform other related responsibilities as requested from time to time.

Qualifications

Education

• A post-secondary degree preferred
• BES I/II or other equivalent technical designation

Professional Experience

• Ten or more years of experience managing the critical operations and/or maintenance of commercial properties
• Continuing involvement with professional organizations such as BOMA and IREM
• Excellent client relation skills
• Working Knowledge of LEED and BOMA standards
• Knowledge and understanding of construction practices/techniques, project controls and building support systems
• Intermediate Microsoft Office (Word, Excel, PowerPoint and Outlook) skills
• Strong knowledge of workplace tools such as building automation system, preventative maintenance, security and HVAC operations
• Basic First Aid, CPR and AED Certification

Personal Competencies

• Supports teamwork environment with positive and professional attitude
• Open to learning, developing new skills/knowledge
• Focuses on results: anticipates problems, identifies solutions, takes action
• Understands all aspects of job - impact on business goals
• Proactively assesses, responds to workflow deficiency, adheres to CPMI policy
• Goes the "extra mile" to understand and respond to tenant/customer needs
• Flexibility to changing work conditions including interruptions and multi-tasking ability
• Behaves and makes decisions that support CPMI goals/objectives
• Conducts business consistent with sustainability
• Strong written and verbal communication skills
• Understand basic financial management; specifically procedures for expenses/revenues
• Ability to work independently and under pressure, deal with deadlines
• Demonstrates integrity in decision making, listening, treatment of others
• Mentors and develops others - self confidence
• Valid driver's license and vehicle

Why join Crown?

• Base salary: $90,000 - $95,000 CAD per year, based on experience and qualifications
• Eligibility for discretionary annual performance bonus linked to individual, team, and company goals
• Comprehensive health benefits
• Pension matching program to support your long-term financial security
• Professional development and membership dues coverage
• This role is for an existing vacant position

About Us

Crown is a leading real estate investment and management firm with over 20 years of experience transforming office spaces across Toronto, the GTA, and Ottawa. Managing 10+ million square feet and more than $3 billion in assets, we combine smart investments with operational excellence and sustainability.

Recognized as one of Canada's Top Small & Medium Employers, Greater Toronto's Top Employers, and Canada's Greenest Employers, Crown is committed to building exceptional workplaces, fostering an inclusive culture, and leading ESG initiatives that make a real impact.

Accommodations

Crown is committed to providing reasonable accommodation to candidates with disabilities throughout the recruitment process and during employment, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation at any stage, please contact Human Resources.

Legal Disclaimers

Work Authorization

Applicants must be legally entitled to work in Canada at the time of application, and during their employment at Crown.

Third-Party Recruiters

Crown does not accept unsolicited resumes from recruitment agencies. Please do not submit resumes or candidate information without prior written agreement. We are not responsible for any fees related to unsolicited submissions.

Assessment / Artificial Intelligence

As part of our recruitment process, Crown may require candidates to complete behavioral assessments. Some elements of this process may involve the use of AI-driven tools to help us better understand your strengths and working style. These tools are designed to support fair and consistent evaluations and ensure the best possible fit for the role and our team. AI may be used as a supportive tool; however, final decisions are made by humans.