Operations Manager

Operations Manager

The Operations Manager supports, develops and executes the Company’s strategies related to property management operations by directing their team members on the assigned portfolio of properties, and by implementing and continually improving the policies, procedures, and practices that enable each property to meet and exceed budgeted financial goals and achieve operational performance and people objectives.

You will act as the primary operational point of accountability between site teams and Regional Operations Managers, working closely with Asset Management, Finance, HR, Marketing and central support functions.

Key Role Responsibilities

• Develops, establishes and executes the Company’s strategies and practices related to multi-family property management operations providing the platform to enable assets to meet and exceed budgeted financial goals and achieve operational performance and people objectives.
• Develops and monitors budgeting and reforecasting processes for the property, and oversees attainment of budgeted goals by analysing and evaluating financial statements and working with others to address and resolve gaps in the financial performance of the property.
• Develops strong relationships with key internal and external stakeholders and teams to foster efficient and productive cross-functional collaboration to achieve agreed project deliverables.
• Ensures that the property meets the established operational, financial, and business performance goals by inspecting the property, reviewing financial, market, and operational reports, and developing and implementing appropriate action plans to achieve results.
• Reviews, analyses, and interprets competitor data that may impact the performance of the property, and works with central teams to develop and implement sales and marketing plans that drive occupancy and revenue.
• Defines and establishes procurement requirements and relationships for operating supplies, equipment and essential services.
• Provides supportive and inspiring leadership by interviewing, hiring, and training team members, and by managing performance in accordance with Company policies, values, and business practices.
• Creates positive memorable experiences by exceeding customer expectations. Proactive in striving for continuous improvement through feedback.
• Ensures that the appearance and physical aspects of the property meets the Company’s established standards through routine quality and safety inspections, and communicates concerns and requests for capital as needed to maintain the asset performance.
• Manages service charge expenditure and recoveries accurately, and reconciles monthly actuals against approved budget, reporting variances to the Regional Operations Manager.
• Tracks lease-up pace and absorption against target, and monitors occupancy, notice pipeline, renewal rates and trade-out performance, taking timely corrective action where results fall short.
• Reviews and acts on resident satisfaction data (e.g. NPS, Homeviews, Google Reviews) to identify systemic issues and drive continuous service improvement.
• Ensures move-in, tenancy management and move-out processes are executed consistently and compliantly, delivering a positive resident experience from leasing through to end of tenancy.
• Supports the Regional Operations Manager in day-to-day client contact, providing accurate, well-evidenced operational updates on the assigned property as required.