Toronto - 20 Queen Office20 Queen Street WestToronto, ON M5H3R4, CAN
The Director, Process Operations will lead the programs support and sustainment within Operations to ensure processes and enabling technologies continue to deliver to the needs of Operations; by overseeing the front-line operations team (CF Connect Service Centre), who handle 20-30K client interactions monthly, 24 hours a day, across all CF properties. The team is scalable to meet the growing demands of new properties, new asset classes, and new services. Also included is the leading of the Integrated Facility Services team, to ensure effective and efficient internal CF office operations and services, for the head office.
In addition, the Director will lead all regional and national strategic (Tier 1) suppliers (currently $75-100M annual spend and growing) through contract management, onboarding, performance management, and strategic partnering to drive supplier innovation and operational efficiencies. Furthermore, lead the ongoing development and ownership of the CF-wide Procurement Policy, and related enabling technology and processes, governing over $200M of annual Operations expenses, and $100M in Operations Capital spend.
What you will deliver:
National Programs Support \& Sustainment
- Lead the scalable "centre of expertise" that manages the ongoing day to day operations and continuous improvement of processes, tools and teams that deliver best in class service to our clients and internal Operations Teams -- including:
- National Service Centre -- a centralized contact centre to manage all in-bound client issues/enquiries across all CF properties -- managing the process from the initial contact through to issue resolution.
- National Programs -- providing a second level of technology and business process support to all property teams for all National Programs, ensuring effective property execution, while prioritizing continuous improvement opportunities for renewed technology, training, and business process changes.
Integrated Facility Services
- Providing leadership in managing head office employee facilities and enabling processes: reception, mail room, space management, meeting room facilities/ technology, health and wellness, parking, security, office supplies and equipment.
Procurement and Supplier Management
- Manage the ongoing development and ownership of the CF-wide Procurement Policy, and related enabling technology and processes, governing over $200M of annual Operations expenses, and $100M in Operations Capital spend.
- Deliver ongoing operational efficiencies in consolidating property expenditures to solicit, assess, and award regional and national contract opportunities -- targeting 5% total operating spend savings.
- Manage all regional and national strategic (Tier 1) suppliers (currently $75-100M annual spend and growing) through contract management, onboarding, performance management, and strategic partnering to drive supplier innovation and operational efficiencies.
Provide Operations Programs support to all CF properties, ensuring teams are trained and empowered to deliver best-in-class service to all internal operational teams across all asset classes, as well as external clients (tenants, users of CF Connect, third party operators, guests, and visitors to 20 Queen).
- Identify, prioritize, design, and execute the Continuous Improvement Roadmap for operational programs and technology platforms, while ensuring alignment from the Operations Leadership Team (OLT) and other cross-organizational stakeholders (D\&T, Finance, Internal Audit).
- Ensure that Operational programs, along with related operations processes, enabling technology, training, and property support, are effective and efficient in delivering to program objectives, and internal/external client expectations.
- Deliver best in class client experience by leading the scalable front-line operations team (CF Connect Service Centre), who handle 20-30K client interactions monthly, 24 hours a day, across all CF properties.
- Provide key input and influence into the Operations' multi-year strategic roadmap inclusive of validation on feasibility assessments.
- Lead interdepartmental advisory committees to identify, prioritize, and align on continuous improvement and enhancement opportunities with respect to all operational programs.
- Act as the internal expert / trusted advisor for operational program management and sustainment activities within CF.
- Liaise with Marketing to ensure CF Connect is leveraged effectively by these teams as they launch new products and programs.
- Lead the planning and delivery of new sustainment programs (process development, support services, centralized training platforms, performance metrics enhancement) for Operation Services initiatives, ensuring scalability and reliability.
- Manage program financials including budgets, forecasts, and reconciliation for national level programs as required (centralized consolidated billing).
- Lead the management of a centralized training curriculum for program support / standard operating procedures with respect to operational programs and initiatives. Ensure consistency in program delivery and execution across CF Operations.
- Develop and maintain strategic, collaborative work partnerships internally (specifically Property Operations, Finance, Marketing, D\&T).
- Ongoing collaboration and alignment with VPs of Operations team, and the Operations Leadership Team (OLT) in delivering to business objectives and internal client expectations.
- Develop strong business relationships with vendors to ensure ongoing support, competitive pricing, and to leverage advice on trends / upgrades. Work with partners in exploring new opportunities to drive operational efficiencies.
- Responsible for governance of program vendors, ensuring adherence to CF's security and legal standards.
What your strengths are:
- Strategic mindset and critical thinking capabilities.
- Relationship management and strong stakeholder capabilities.
- Strong project management and change management experience.
- Strong analytical and problem-solving skills.
- Quick adaptation and fast learner in acquiring new skills to keep pace with technology growth and development.
- Excellent verbal and written communication skills.
- Leading with both direct and indirect authority.
- Customer service oriented.
- Leadership and motivational skills, strong ability to coach and mentor.
- Ability to multi-task, excellent organizational and prioritizing skills.
What you need to succeed:
- ITIL certification.
- Minimum 10 years' experience in a fast-paced complex, people intensive, operations environment (e.g., real estate, manufacturing, retail, service).
- Minimum 7 years people leadership.
- Minimum 5 years' supervisory/management experience in call centre operations and leading significant change programs.
- Minimum 2 years managing cloud-based solutions such as Salesforce and Google Apps as it relates to sustainment and continuous improvement.
- Minimum 2 years' in procurement and supplier management.
Why you should join us:
At Cadillac Fairview we have been transforming communities for over 50 years. We are so much more than our properties. We are building leaders at all levels. We offer the challenge of interesting work, a great organizational culture, the opportunity to collaborate with the best in the business, and support for your growth and development. We reward values-based behavior and superior results with a competitive rewards package that includes best-in-class benefits and pension. Imagine a place where you can make a difference!
At CF our everyday actions and critical business decisions are guided by our CF Values. Achieving results is naturally important for us and we achieve results through behaviours that are consistent with our CF Values.
Are you someone who believes in our values?
- Aim Higher-- we strive to exceed expectations.
- Own Your Expertise-- we empower ourselves and each other.
- Collaborate Effectively-- we bring the right people together to get the right results.
- Engage with Empathy-- we objectively consider the needs of others.
- Embrace Change-- we drive, learn from, and adapt to change.
At CF you'll join a diverse community and award-winning team where your talent and commitment to excellence are welcomed, valued and respected.We're ready to meet you there -- are you?
CF isan equal opportunity employer and is committed to creating a diverse and inclusive environment. If you need reasonable accommodation during the recruitment, assessment, and/or selection process, please notify your CF contact or email *********@cadillacfairview.com.
