Operations Supervisor (Residential) - East

Why join us?
Are you looking to join an innovative, global real estate company who builds communities and connects people to exceptional places? If so, we would love to tell you our story.
At Oxford, our culture is truly one of a kind. Across business lines and around the world, we embrace the complex and tackle opportunities with speed and agility. We are ambitious and humble, forward looking and service-focused. We get stuff done, and have fun doing it! We take great pride in contributing to the communities where we live. We believe that what is good for the environment is good for business. Together we deliver exceptional experiences to our over 2 million daily customers.
Overview
The objective of Oxford Properties Group multi-residential property management is to provide a unique, industry-differentiating customer experience, through the relentless pursuit of superior customer satisfaction, innovation in marketing, leasing, staff professionalism, technology utilization, and property operations.
The Operations Supervisor is important to the successful operation of a residential community by enhancing the value of the properties. The Operations Supervisor is expected to manage the physical asset and the property operations staff with respect to major repairs, day-to-day operations, the proper maintenance of the building(s) and surrounding property. Further, the implementation and coordination of pro-active repairs and service improvements for the mechanical systems by maximizing the long-term life cycle of building components. Oversee both occupied and vacant unit repairs and maintenance, energy conservation initiatives, employee training and support and deliver superior customer service and quality assurance while achieving cost-effectiveness. The Operations Supervisor must have a service-oriented approach, excellent communication skills, strong leadership ability and experience, work flexible hours including month-end and on-call requirements. A positive attitude within a learning environment is essential, and participation in company training and development workshops/seminars will be necessary for continued development.
Responsibilities
Customer Service

• Give direction and leadership to the existing operations teams by establishing and executing effective ongoing maintenance programs and high service levels for resident service requests.
• Coordination and execution of the suite turnover program.
• Promote a strong sense of community.
• Effective use of building automation systems already in place.
• Quality assurance.
• Coordination of major repair projects.
• Monitor in-suite renovations, coordinate with contractors, and ensure a high quality of finish.
• Maintain an overall focus on enhancing the customer experience.
• Budgeting/expense/inventory control.
• Ensure work is completed following all code and occupational health & safety guidelines.
• Contract management.
• Oversee common area repairs and maintenance.
• Foster a strong customer service culture amongst all team members

Management and Administration

• Ensure a thorough knowledge and understanding of emergency procedures including fire, flood and mould remediation for all staff.
• Maintain all logs and safety checks.
• Coordinate month-end turnover duties scheduling of contractors and staff for turnover of suites.
• Ensure all vendors and contractors comply with the established health and safety policy, and immediately report any infractions, hazardous conditions, or damaged equipment to the Property Manager.
• Comply with regular fire and life safety standards including monthly testing and annual drills.
• Maintain par stock maintenance supplies, and complete regular inventories. Order supplies as necessary to ensure the proper operation of the property.
• Be familiar with and adhere to the company’s Health and Safety policy.
• Ensure the efficient and profitable operation of the property by issuing and tracking work and purchase orders, and monitoring expense to budget.
• Monitor and effectively manage 310-MAXX service logs to ensure work orders are completed as per company protocols, obtaining optimum resident satisfaction level.
• Complete thorough orientation and training of new and existing staff according to established policy and procedure.
• Supervise field staff, service providers and contractors and oversee quality of work performed. Oversee the opening and locking of suite doors for maintenance and service personnel when entry by the resident has been duly authorized.
• Participate in special projects from time-to-time as assigned by the supervisor.
• Coordinate incoming and outgoing suite inspections and document as required.
• Maintain appliance inventory.
• Ensure effective communication with residents, consistent with expectations of Provincial guidelines, when any capital projects are undertaken.

Maintenance

• Oversee capital project activities on site and advise the Property Manager of any concern.
• Oversee work completed by fire and life safety systems contractors to ensure required maintenance and repairs are completed properly.
• Oversee the general maintenance in parking lots, mechanical rooms, rooftops and other common areas.
• Have a thorough knowledge and understanding of all maintenance systems (pumps, emergency generators, HVAC, boilers, chillers, swimming pools, sprinklers, etc.).
• Ensure the effective monitoring and control of all building access including cylinder lock and electronic systems.
• Supervise snow removal duties and ensure complete sand and salt logs are properly maintained.
• Ensure waste and recycling duties are completed on established pick-up days, including the safe operation of equipment hauling machinery and maintain a positive working relationship with City collectors or contracted vendors.
• Wear prescribed Personal Protective Equipment (PPE) when required to do so.
• Ensure all mechanical and exit doors are secure and properly functioning at all times. Secure laundry rooms, recreation areas, locker rooms, and other common element areas at prescribed times.

Cleaning

• Manage, maintain, schedule staff, and participate when required to ensure property, grounds and vacant suites are kept clean in accordance with company standards.
• Ensure a complete knowledge and understanding of the safe handling of cleaning materials (WHMIS), and ensure that all staff, contractors, and vendors comply with safe handling guidelines.

Requirements

• Ability to resolve resident issues in a timely and professional manner.
• Strong interpersonal skills. Excellent customer service, organization, and communication skills.
• The ability to work independently with a flexible schedule that includes on-call service, evenings, weekends, and holidays
• A passion for excellence in customer service delivery.

• Able to work independently.
• Experience in inspecting quality of workmanship and thoroughness.
• Basic computer skills.
• Able to work in confined spaces and wear personal protective equipment
• Comfortable in a training role.
• Flexible in daily work hours.
• Able to lift 50 pounds, climb ladder, bend, twist, squat, kneel
• Supervisory experience.
• Industry experience an asset.
• Understanding of the mechanical, electrical, unit renovation and building automation workings in a fast-paced multi-residential building environment.

Our story
Oxford Properties Group (“Oxford”) is a leading global real estate investor, asset manager and business builder. It builds, buys, and grows defined real estate operating business with world-class management teams. Established in 1960, Oxford and its portfolio companies manage approximately C$87 billion of assets across four continents on behalf of their investment partners. Oxford’s owned portfolio encompasses office, logistics, retail, multifamily residential, life sciences, hotels, alternatives and credit in global gateway cities and high-growth hubs. A thematic investor with a committed source of capital, Oxford invests in properties, portfolios, development sites, debt, securities, and real estate businesses across the risk-reward spectrum. Together with its portfolio companies, Oxford is one of the world’s most active developers with over 80 projects currently underway globally across all major asset classes. Oxford is owned by OMERS, the Canadian defined benefit pension plan for Ontario's municipal employees.
For more information on Oxford, visit www.oxfordproperties.com
OMERS is committed to having a workforce that reflects the communities in which we live and work. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. At OMERS inclusion and diversity means belonging. How we create a sense of belonging is through our employees and our vast network of Employee Resource Groups. Whether you are passionate about gender, pride, or visible minorities, we have groups that are focused on making a difference in all of our lives.