Strategic Property Operations Leader - Eastern Canada

At GWLRA Residential, werecognize thatwhat we call assets, our residents call home. We focus on personal,professionaland responsive service, strong community standards, and well-maintained, efficient buildings. Our national multi-residential portfolio includes more than 40 rental apartment communities across Canada, where we work to create an exceptional resident experience and long-term value for institutional owners.The OpportunityReporting to the Vice President of Operations, the Director Operations, is the strategic business leader for a portfolio of premium rental properties in our Eastern Canada properties. The role is accountable for portfolio performance, resident experience, operational excellence, riskmanagementand the protection and preservation of real estate assets on behalf of pension funds and institutional owners. You will have the opportunity to work with collaborative and seasoned cross functional teams, to identify and implement best in class operating procedures to grow revenues and maximize financial performance of each asset. The Director of Operations will deliver service strategies to meet the brand’s standards, ensure resident satisfaction and maintain positive owner relations.PORTFOLIO LEADERSHIPProvide strategic direction and operational oversight across the Eastern Canada residential portfolio, translating ownershipobjectivesinto clear property business plans and performance priorities.Lead,coachand develop leaders;
Establishclear decision rights,expectationsand accountability.Build a high-performing, engaged team and support succession planning, talentdevelopmentand consistent leadership practices across the portfolio.Maintain strong relationships with stakeholders through concise reporting, soundrecommendationsandtimelyescalation of material issues.Champion collaboration across Leasing, Building Operations, Asset Management, Finance, Capital Projects, Human Resources, Sustainability,Riskand other partners.FINANCIAL PERFORMANCE & ASSET STEWARDSHIPOwn portfolio-level operating performance, including annual budgets, forecasts, revenue and expense strategies, varianceanalysisand action plans to improve net operating income and cost predictability.Review property business plans and monthly performance reporting;
challenge assumptions,identifytrends and guide corrective action where results are below expectations.Partner on multi-year capital planning, asset preservation and value-enhancement priorities;
ensure projects are appropriately scoped, prioritized and ready for execution.Use market, leasing and operating data to guide occupancy, retention,renewaland rental-revenue strategies while protecting the resident experience.Balance financialobjectiveswith service quality, building standards, regulatoryobligationsand long-term asset value.RESIDENT EXPERIENCE & OPERATIONAL EXCELLENCESet and reinforce portfolio service standards that deliver consistent, best-in-class resident experience.Provide leadership on significant resident escalations and complex operating matters, ensuring fair,timelyand well-documented outcomes.Establish and continuously improve policies, procedures, performancemeasuresand operating controls across the portfolio.Champion the thoughtful adoption of technology and data-driven solutions that improve service, efficiency, decision-makingand scalability.RISK, COMPLIANCE & GOVERNANCEEnsure portfolio operationscomply withapplicable residential tenancy, human rights, privacy, workplace health and safety, fire/lifesafetyand other regulatory requirements in eachjurisdiction.Provide oversight of operational controls, procurement, vendor governance, incident response, claims and audit-ready recordkeeping.Identifymaterial operational, financial, people and reputational risks;
ensuretimelymitigation,documentationand escalation.Promote consistent emergency preparedness and business continuity practices across the portfolio.Champion sustainability, energy efficiency and responsible operating practices that support asset and organizational objectives.REQUIRED QUALIFICATIONS10+ years of progressive property management experienceDelivering operational excellence strategies and practicesDelivering or exceeding revenue targets with an entrepreneurial spiritStrong knowledge of residential operations, leasing, resident relations, collections, building operations, capitalplanningand risk managementStrong coaching, mentoring and developing of staff at all levels including a clear understanding of employee engagementStrong executive communication,relationship-managementand influencing skills, including experience working with senior stakeholdersExhibits strong self awareness and high EQChampions, embraces and fosters change and continuous improvement initiativesFrench and English language skills arerequiredto support residents, employees,vendorsand corporate partners within and outside QuebecTravel to Ottawa and Halifax is requiredPREFERRED QUALIFICATIONSOperational experienceExperience in property management or keen interest in real estate industryExperience in a complex and highly regulated industryPassion for delivering superior high touch customer experiencesStrong history of success of inspiring collaboration and bringing diverse groups to consensusHas a mindset of making things better, understands best practicesExtensive background of making decisions that influence significant change in an organization
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