Operations Supervisor (Residential) - East

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:

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

Management and Administration:

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

Maintenance:

• Have a thorough knowledge and understanding of all maintenance systems (pumps, emergency generators, HVAC, boilers, chillers, swimming pools, sprinklers, etc.).
• Oversee capital project activities on site and advise the Property Manager of any concern.
• 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.
• Oversee work completed by fire and life safety systems contractors to ensure required maintenance and repairs are completed properly.
• Wear prescribed Personal Protective Equipment (PPE) when required to do so.
• Oversee the general maintenance in parking lots, mechanical rooms, rooftops and other common areas.
• Ensure the effective monitoring and control of all building access including cylinder lock and electronic systems.
• 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.
• Supervise snow removal duties and ensure complete sand and salt logs are properly maintained.

Cleaning:

• 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.
• Manage, maintain, schedule staff, and participate when required to ensure property, grounds and vacant suites are kept clean in accordance with company standards.

REQUIREMENTS

• Ability to resolve resident issues in a timely and professional manner.
• Comfortable in a training role.
• Understanding of the mechanical, electrical, unit renovation and building automation workings in a fast-paced multi-residential building environment.
• The ability to work independently with a flexible schedule that includes on-call service, evenings, weekends, and holidays
• Able to work independently.
• Flexible in daily work hours.
• Able to work in confined spaces and wear personal protective equipment
• Basic computer skills.
• Strong interpersonal skills. Excellent customer service, organization, and communication skills.
• Supervisory experience.
• Industry experience an asset.
• Able to lift 50 pounds, climb ladder, bend, twist, squat, kneel
• A passion for excellence in customer service delivery.
• Experience in inspecting quality of workmanship and thoroughness.