Field Services Operations Manager (GTA West)

Job Responsibility:

Field Services Operations Manager (GTA West)

FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada.

Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.

Other benefits include:

• Gas Allowance
• Phone Allowance
• Business Casual Dress Code
• Company Events
• Extended Health Benefits
• Dental Benefits
• Vision Benefits
• Life Insurance
• Paid Time Off
• Workperks
• Employee Assistance Program

Experience exceptional service with a fulfilling career in property management with FirstService Residential.

Why choose Us

We have a comprehensive benefits program inclusive of a Health Spending Account, Workperks, and more! Most importantly, we are committed to empowering, developing and supporting all our associates.

The Field Services Operations Manager will be responsible for leading a team of Front Desk and Housekeeping associates. The ideal candidate will exhibit exceptional leadership qualities, possess a keen eye for detail, and be committed to upholding the highest standards of service excellence. Reporting directly to the Director of Operations, the Property Services Manager will play a pivotal role in ensuring the smooth operation of assigned properties while adhering to established Standard Operating Procedures (SOPs) and company values.

Duties & Responsibilities

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned to every duty.

Operations Management:

• Ensure that all operational activities at assigned properties are executed in strict accordance with established Standard Operating Procedures (SOPs) and Standing Orders.
• Oversee the day-to-day operations of Front Desk and Housekeeping departments, maintaining smooth coordination, and maximizing operational efficiency.
• Consistently represent oneself and the organization in a professional manner
• Uphold the FirstService Residential Mission and Values
• Fosters and actively supports the cultivation of top-tier talent within the organization.

Associate Management:

• Supervise, mentor, and develop a team of associates to consistently deliver exceptional customer service and maintain high-quality standards.
• Conduct regular performance evaluations using company-standard forms and documentation.
• Implement progressive discipline processes as necessary to address issues of poor performance, misconduct, or policy violations.

Compliance:

• Manage all aspects of associate onboarding and offboarding processes, including but not limited to orientation, training, and compliance with legal and safety regulations.
• Ensure compliance with attendance management, timesheet accuracy, health and safety standards, and legal requirements, as well as full compliance with WSIB regulations and standards.
• Facilitate transfers, leave management, and return-to-work processes for associates as needed.

Training and Development:

• Proactively arrange the recruitment, training, and develop a team of engaged associates to meet the evolving needs of the business.
• Utilize workforce management software for efficient associate scheduling, payroll management, and performance tracking.
• Maintain accurate training records and conduct field training sessions as required.
• Utilize the orientation and onboarding process to engage all new associates and ensure they have the tools and knowledge to perform their roles.

Communication and Reporting:

• Communicate necessary information throughout the department in a timely and professional manner inclusive of regular communication with Suppliers, Property Managers, Regional Directors, and/or boards as needed.
• Submit weekly field activity reports to upper management, detailing operational performance and any relevant issues or concerns.

Additional Duties & Responsibilities

• Adhere to FirstService Residential Global Service Standards and promote a culture of personal, professional, and ethical conduct.
• Participate in meetings and work groups to integrate activities, resolve issues, and stay updated on new developments, policies, and regulatory guidelines.
• Ensure adherence to all safety precautions and company policies and procedures.
• Undertake any special projects, tasks, or related duties as assigned by management.
• May be required to work billable (sited shifts) and non-billable shifts as required.

Supervisory Responsibilities:

• Front Desk and Housekeeping associates

Education & Experience

• Three (3) to five (5) years of experience in service management, recruitment, selection, training, and/or direct supervision of personnel and/or two (2) to three (3) years of business experience preferred.
• Strong emphasis on customer service, communication, and interpersonal skills.
• Demonstrated ability to deliver effective Training and Health and Safety programs.
• Effective written and verbal communication skills are essential.

Knowledge, Skills & Proficiencies

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Demonstrates strong oral and written communication skills. T
• Exhibits excellent client interaction.
• Proficient in conflict resolution, collaboration, and listening skills.
• Collaborative team player, adept at sharing ideas constructively and addressing problems effectively to find practical solutions.
• Goal-oriented with a self-starting drive to accomplish tasks.
• Organizational and time management abilities, adept at implementing and monitoring progress to ensure successful completion under pressure and deadlines.
• Proficient in producing comprehensive documentation, particularly in front desk, security, and relationship management areas.
• Intermediate knowledge of Microsoft Applications, especially SharePoint, Outlook, Word, and Excel.
• Ability to communicate effectively, instilling confidence in all associates.
• Exceptional problem-solving skills with a knack for creative solutions.
• Committed to continual learning, demonstrated through participation in educational opportunities enhancing interpersonal skills.
• Maintains confidentiality of sensitive information.
• Adheres to strong ethical practices.

Tools & Equipment Used

• Basic Hand tools.
• Cleaning equipment and chemicals.
• May be required to operate specialized equipment such as Bin Buddies for waste management or tractors for outdoor maintenance tasks, including moving bins or other heavy items.
• Regular computer and phone usage, as tasks may involve data entry, inventory management, or communication via email and other software platforms.
• Other tools as required.

Physical Requirements / Working Environment

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be available to work afternoon, evening, and weekend shifts.
• Ability to stand and walk for extended periods.
• Effective communication skills required for resolving issues and managing business operations both in-person and over the phone.
• Finger dexterity is necessary for typing and keyboard use.

· Mobility required for moving around buildings, making copies, sending mail and faxes, and patrolling premises, including lengthy walks on uneven terrain and periodic visits to site offices. · Continuous talking and hearing during communication with guests, supervisors, and associates. · Ability to sit for certain periods.

• Travel to site offices may be required frequently.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive ; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.

FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, colour, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.