Title: Operations Manager 1
Reports To: Associate Director/Director/Managing Director Operations
Position Summary: Responsible for delivering efficient and professional management to a prescribed portfolio of properties. A fundamental requirement of the position is to manage an annual operating and capital budget while maintaining a high level of resident satisfaction, in accordance with CAPREIT policies and guidelines.
Responsibilities:
Management
Staffing of appropriate office hours
Approve/reject leases
Follow up with assistance of Revenue Specialist on rent collections (AR)
Manage renewals process
Explore ancillary revenue opportunities (ie. parking/lockers)
Take action on vacancy
Ensure tenant file compliance
Leases
Letter of Acknowledgements (LOA)
Applications, etc
Ensure that work orders are completed in a timely manner as per CAPREIT policy
Identify, report and action potential liability (ie. environmental/tenant/legal, etc)
Approve requisitions and ensure purchasing policies are being adhered to
Completion of site visit checklist
Tenant meetings
Inspect turnover units to ensure rent readiness
Inspect occupied units for quality control issues
Develop and implement an action plan to increase the value of assets (aesthetics, logistics, etc.)
Liaison for Government Officials including: Property standard & Bylaw Officials, Technical Standard Safety Authority, Electrical Safety Authority, Fire department, Public Health Department, City councilors, MPP, Ministry of Housing, Social Housing, Police inspections (assist with investigations)
Budgeting
Submit proposals for projects to be included in capital budget for the following year
Inspect, review, and improve scope of work on all units to control financial parameters
Reviewing and ensuring that all approved contracts are implemented correctly
Reporting
Review and take action to correct discrepancies in all monthly financial reports
Review physical asset report and implement a plan of action to correct deficiencies based on priority level
Review accuracy of and take action upon all operations reports (A/R, vacancy, missing documents, move-in move-out, etc.)
Legal
Review, ensure correct documentation, prepare documents, and attend hearings for the following:
Landlord tenant boards: tenant applications and landlord applications
Human rights applications, attend human rights tribunal meetings (Initiation and follow-up),
Discovery and recovery hearings (Insurance)
Draft documentation for: Schedule A, amending agreements, settlements
Resident Relations
Ensure high level of resident satisfaction and resolve inquiries
Special events for residents (barbecues, Christmas parties, tenant appreciation, etc.)
Tenant meetings
Available to meet with residents on a one to one basis in an effort to develop strategies to mitigate damages and maintain a positive public image
Attending tenant association meetings
HR
Operations:
Payroll Direction/Approval
Discipline - terminations
Performance Reviews
Monitor and manage vacation entitlement
Interviewing/Hiring; Ensure proper training for new hires
Coordinate coverage of staff for WSIB/LTD/STD
Management:
Ongoing training
Design and implement a development plan for each employee
Coaching/mentoring/motivation/promotions (rewards)
Resolving employee conflicts
Marketing
Coordinate with Marketing department in advertising, incentives, market surveys, mystery shoppers
Assess and make recommendations to maximize rent table potential
Develop and implement strategies to rent less marketable units (staging, etc.)
Review and take action upon Resident Satisfaction Survey results
Life and Safety
Follow up on building LOA – ensure Life & Safety Policies adhered to
Identify, report and action potential liability (ie. life and safety)
Ensure that all documents and certificates are up to date
Take immediate action to correct any Life & Safety deficiencies
Conduct emergency response drills for staff
Audit fire/life safety including: fire log book, annual certificates, spot checking for proper operation of all life safety devices, ensure up to date inspection of all life safety devices
Respond to site emergencies, 24/7
Special Projects / Project Management and Coordination
Assist in managing projects:
Structural (balcony restoration, garage repair, roof replacement, transformer replacement/boiler replacement)
)
Elevator Modernization (alternative solutions for limited mobility residents, ongoing tenant meetings, etc.)
Common Area Upgrades (corridor painting, carpet replacement, stairwell painting, light upgrades, etc.)
Lobby/Offices (construction of new, and redesign of existing outdated spaces)
New Acquisitions:
Quickly and effectively raise new properties to CAPREIT standards
Other projects as assigned by AVP, Operations or MD, Operations
Qualifications:
University/college degree or equivalent work experience
Preferred of at least three years experience in property management
Experience in staff management and strong interpersonal skills
Proficiency in comprehension of financial statements and reports
Strong leadership ability and customer services skills
Outstanding problem solving and organization skills
Excellent verbal and written communication skills
Proficiency in computer skills
Ability to handle multiple priorities and tight deadlines
Strong decisions making skills and business acumen
