Senior Manager, Property Operations (On-Site)

Ottawa, ON Full Time $80,000 - $90,000 a year Salary

Job Title:

Senior Manager, Property Operations

About Company

Since 2005, Smart Living has guided thousands of young individuals each year to fully furnished all-inclusive rental properties that Smart Living builds and manages across Ottawa.

Smart Living is all about a lifestyle of vibrancy and convenience for students, millennials, and young professionals. This means being close to the neighborhood they want to live in so that all options are open at a moment's notice. Whether that means getting to their job or a class quickly and stress-free, or a last-minute get-together with friends, their life will be open to opportunity and spontaneity. All of Smart Living properties apartments and houses are professionally designed, furnished, and outfitted with smart home technology to make the perfect home base.

Job Summary

Reporting to the Chief Business Officer, the Senior Manager, Property Operations, is a people and service champion responsible for the overall performance of the rental communities and oversees the financial and operational deliverables. The incumbent will provide guidance, coaching and mentoring to a team of Community Managers, Grounds keeping and Maintenance services teams to achieve operational effectiveness, excellent resident service experience, and meet/exceed asset and budgetary expectations.

About You

You are an entrepreneurial individual with a growth mindset and a commitment to making a big impact in the company you represent. You're a strong multitasker who loves wearing many different hats. You're highly organized with a solid understanding of property management processes and a creative streak that you enjoy channeling into your administration work. Your interpersonal communication skills are excellent; you can quickly build rapport with anyone. You are passionate and driven, and excited to help your company grow and flourish.

The successful candidate will need to be self-motivated, flexible, and adaptable to the fast-paced environment of a start-up with an entrepreneurial spirit.

Key Responsibilities

· Lead a team of Community Managers, Maintenance and Grounds keeping staff to oversee the residential operations, drive resident satisfaction, financial and operational performance.

· Work with direct reports to recruit, motivate, coach, and develop on-site team members and provide overall support and resources required to meet and exceed effective team performance.

· Evaluate performance and staffing levels regularly, consider market and positioning demands and ensure teams have the right tools to complete their responsibilities in a timely and professional manner effectively.

· Facilitate effective communication and connection across their teams through regular meetings, touchpoints, internal communication tools, training seminars, etc.

· Conduct site visits regularly to include but not limited to review of curb appeal, the status of repairs and capital projects, and overall condition of the properties.

· Contribute to the development of organization objectives, KPIs, strategies and programs for effective residential property operations and service standards.

· Work with Leasing and Marketing Manager and other internal stakeholders to prepare business plans (including leasing and marketing plan), annual operating budgets, and long-range capital budgets for each property for submission to ownership for review and approval.

· Contribute to regular and ad hoc client reporting. Examples include property status reports, financial and operational reports, leasing reports and capital expenditures.

· Review and approve all property purchasing in accordance with the property management agreements and company policy.

· Contribute to revenue management, pricing, and incentive strategies.

· Support marketing activities such as reviewing market comparable and economic information, reviewing weekly lead and follow-up reports, and reviewing screening results and metrics.

· Review monthly operating statements to evaluate property performance against the established budget to ensure revenues are optimized, and expenses stay within budget, and lead corrective action where needed, balancing budgets without compromising high service standards.

· Ensure accurate and timely records, files and documentation are maintained in accordance with established procedures.

· Liaise with the accounting team to ensure accurate accounting and proper procedures are practiced.

· Work with Maintenance Services Teams and Community Managers to plan and execute annual turnovers, monitor service contracts and preventative maintenance programs and plans.

· Work with the Construction, Design and Development teams during the design phase of a new development to review plans and provide input relating to elements that impact ongoing property operations.

· Work with the team to onboard new properties and assist with due diligence, setup, and tenant services.

· Action resident feedback and contribute to resolving escalated resident complaints; provide performance coaching to staff – both positive reinforcement and remediation, as needed.

· Review customer service surveys and the follow-up action taken by staff, making further recommendations if necessary.

· Oversee community communications, ensuring professionalism and consistency in messaging.

· Plus, any additional duties may be required.

Qualifications

Education: Post-secondary degree or diploma in Business, Hotel, Real Estate, Property management or similar.

Skills/Abilities:

· Experience and ability to lead and inspire teams

· Experience overseeing multiple properties or residential portfolios and real estate operations.

· High level of professionalism, diplomacy, courtesy and attention to detail.

· Strong organizational, communications, and customer service skills; verbal & written.

· Ability to work independently as well as in a collaborative team environment. Ability to manage multiple projects and deadlines.

· Knowledge of current local laws and legislation pertaining to the Residential Tenancies Act and City By-laws pertaining to Property Standards.

· Experience using Yardi, Rent Café and Microsoft Office applications.

· Valid Driver's License required

· Completion (in progress) of a Property Management designation (CPM, ARM or RPA) is considered an asset.

Experience Required: Minimum of 5-7-years related supervisory experience in real estate, property management, or hotel management.

Smart Living Properties is an equal opportunity employer committed to fostering an inclusive and accessible environment. Should you require accommodation or support in any aspect of our recruitment and selection process, please let us know in advance.

COVID-19 considerations:

Masks, sanitization, physical distancing, screening, rapid tests, etc.

Job Types: Full-time, Permanent

Salary: $80,000.00-$90,000.00 per year

Additional pay:

  • Bonus pay

Benefits:

  • Dental care
  • Extended health care
  • Paid time off
  • Vision care

Schedule:

  • 8 hour shift

COVID-19 considerations:
Masks, sanitization, physical distancing, screening, rapid tests, etc.

Experience:

  • property management: 1 year (preferred)

Work remotely:

  • Temporarily due to COVID-19

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