Manager, Residential Services

Summary:  The Manager, Residential Services plays a critical role in ensuring adherence to the processes and procedures that govern the Residential Operations department. As a leading member of the Residential Services team, the position entails spearheading  project-based initiatives, ensuring adherence to internal processes, and driving results amongst key performance metrics.

What you’ll get to do:

Project Management

• Strategically lead and support in the implementation, roll out and/or adherence to various internal projects 
• Oversee all aspects of the project, including initiation, planning an execution
• Collaborate with inter-department leads and drive progress until project completion 
• Manage adherence to municipal rental housing compliance programs (e.g., RentSafeTO and MARC)
• Oversee creating and/or maintaining in-house Emergency Response Plans
• Actively seek opportunities for collaboration with the Communications and Marketing team, including contributing to and driving monthly meetings between Operations, Communications, Community Engagement and Marketing
• Act as the Operational lead on the Resident Rent Assistance Program

Onboarding and Training

• Manage the corporate Operations onboarding program including conducting training sessions with newly hired personnel
• Maintain onboarding materials and ensure they are accurate and updated as per internal process and procedures
• Plan and lead training sessions in person and virtually
• Act as the gatekeeper for emergency and incident reporting training, as well as vital service disruption training

Key Performance Indicators – Adherence and Management

• Central liaison for KPI progress, results and management
• Lead Operational processes to compliment and drive KPI performance
• Organize and lead monthly focus sessions on progress and results as per KPI metrics
• Ensure that we meet KPI expectations as they pertain to a number of metrics, including resident insurance penetration, submetering enrollment process and building audits
• Drive adherence to the suite renovation program, including meeting suite turnover timelines and overall compliance with program requirements  

Process Creation and Adherence

• Create new or add to existing procedural materials including process outlines and visual work flows
• Reinforce requirements and ensure there is internal adherence to procedure and protocols
• Maintain a thorough and accurate record of current and up-to-date procedural documentation
• Conduct annual review of internal procedures and ensure they are up to date and aligned with industry best practice
• Organize and manage annual refresher training series

Reporting Management

• Compile various reports on KPI management and results, including suite renovation tracking, building audit conditions, etc
• Analyze results and provide high-level summaries and recommendations for progress and improvement

Client Presentations

• Lead quarterly client presentation creation, including setting the preparation schedule and overseeing the creation and content of the slide decks 

Who you are:

• University/College graduate in Business Administration
• Proficient in Microsoft Office Suite
• Yardi knowledge an asset

Key Competencies:

• Ability to deliver service excellence to clients and team members
• Ability to handle a heavy workload and meet demanding deadlines
• Team player who thrives in a fast-paced environment – a contributor to knowledge transfer and collaboration
• Ability to work well under pressure, maintaining focus and composure
• Organized and detail oriented
• Ability to work in a flexible hour environment, to work after hours as may be required to meet client and reporting deadlines (i.e., quarter-end, year-end, budgets, etc.)
• Excellent verbal and written skills, strong communicator
• Ability to manage time effectively and prioritize responsibilities
• Excellent attitude and willingness to continuously learn and update skills to remain competitive and challenged

Greenwin Corp. is an equal opportunity employer committed to building a diverse workforce representative of the communities we serve and providing an accessible environment. Accommodation is available upon request by contacting accessibility@greenwin.ca. We encourage all qualified candidates to apply.