Job Description

JOB DESCRIPTION: OPERATIONS

MANAGER

Reports to:

Director of Operations

Location:

Metro Vancouver, BC

Job Type:

Full-Time

About Us:

Centrum Concierge & Security Ltd. is a locally owned and operated company specializing in serving strata corporations across Metro Vancouver. We are committed to bringing value to our clients through excellence in service across Concierge, Security and Building Manager operations. We believe every member of our team plays a key role and stand by our commitment to a supportive and growth-oriented team culture.



We are expanding our Operations Management Team and are seeking an experienced Operations Manager to lead Concierge, Security and Building Manager operations across a portfolio of Strata Properties.



This role requires a sound ability to lead teams, effectively trouble-shoot and work closely with people at various levels to attain operational objectives.



The Operations Manager has a broad scope of responsibilities, overseeing, guiding, and leading a large team across multiple sites to ensure the effective day-to-day running of residential buildings (Strata Buildings).



The Operations Manager is primarily a leader and troble-shooter.



As an Operations Manager, you will be involved in managing day-to-day site/building operations, lead the coordination of building staff and team scheduling. You trouble-shoot and find resolutions to building issues, address service deficiencies, and guide building managers, concierge staff, and security personnel towards meeting site and company objectives.

Key

Responsibilities:

Enhancing business value and service deliverables

Increasing effectiveness of teams and enhancing profitability

Evaluating overall business operations and driving the development of short and long-term goals to support business growth

Identifying and implementing improvements in processes, procedures and functions to enhance operational effectiveness

Training, motivating and developing staff team(s)

Overseeing, supervising and holding team members accountable to their roles

Providing strong leadership to staff and developing and supporting a continuous improvement culture

Assisting with planning, communicating, administering and implementing company goals, helping management enhance business growth and develop strong systems

Developing new and sustaining existing business relationships

Evaluating staff performance

Communicating to HR employee sick leave, vacation, and related HR matters

The following attributes support and enhance the Operations Manager success in this role:

Proven leadership skills with a clear, effective communication style

Positive, open personality

Exceptional project management and time management skills, able to wear multiple hats and multi-task

Ability to proactively, quickly and effectively trouble-shoot, address and resolve problems, while balancing competing interests and priorities

Ability to listen and understand others, effectively share ideas, build consensus, develop rapport with staff, colleagues, clients, and others

Drives business success: Takes initiative and gets things done

Excellent verbal and written communication skills, attention to customer service, excellent organization skills, professionalism and tact at all times.

Typical Duties and Responsibilities:

Manage a set of buildings (accounts) with operational excellence. The incumbent will be accountable to respond to Property Managers and Strata Councils

Review, develop and enhance procedures and manuals for site and team operations

Perform inspections of staff activities, procedures. Revise reports, daily logs, reports on regular basis

Establish routine schedules for efficient building operations

Manage staff and plan schedules in order to cover all shifts accordingly

Develop a preventative maintenance schedule for the Building Managers and Caretakers

In new sites: involved with the development of building deficiencies process, supporting building staff to allocate deficiencies, supporting streamlined communication between Property Manager and developer staff

Be the point of contact for building staff and Property Managers

Respond to e-mails in a professional and timely manner. Respond to/address escalated residents' queries, requests and emergencies with professionalism

Attend strata council and/or formal strata meetings (AGM) upon Management requests

Ensure that security and safety measures are in place; monitor security system as needed

Recruitment and selection: participate in final selections of potential recruits, train new building staff

Train, supervise, develop, mentor and evaluate staff. Provide feedback and performance reviews to staff. When needed provide disciplinary measures

Maintaining a positive work environment and company culture with employees while positively enforcing policies and procedures

Familiarizing yourself with the contracts and performance scope for each service contract

Helping with safety training/enforcement

Communicating with the CEO and HR teams for review, training and development of employees

Plan, organize and direct front desk building operations, administration

Trouble-shoot and resolve building emergencies, dispatch trades as necessary

From time to time, pick up and purchase building supplies

Provide emergency coverage when very necessary

Attend occasional after hour strata meetings

Staff Support &

Supervision:

Provide on-site guidance and support to Concierge, Security, and Building Manager staff.

In charge of staff scheduling to ensure adequate coverage for all shifts

Deliver training to new and existing staff on company policies, procedures, and best practices

Client

Relations:

Act as a liaison between building staff, Property Managers, and Strata Councils.

Address client concerns and ensure timely resolution of issues.

Maintain professional communication with clients and residents at all times.

Compliance &

Reporting:

Ensure that all sites comply with safety regulations, company policies, and contractual obligations.

Conduct regular inspections and audits of site operations, documenting ?ndings and recommending improvements.

Prepare and submit reports to Director of Operations, Accounting and HR as necessary

Process

Improvement:

Identify opportunities to improve operational efficiency and service delivery.

Support the implementation and collaboration of new processes and procedures as we as special project such as checkpoint patrolling implementation, package management software, desk automation and amenity booking platform rollouts, ensuring successful integration and staff training directed by the Operations Manager.

Emergency

Response:

Be available for after-hours and weekend on-call duties to address emergencies.

Respond to site emergencies, coordinate with trades, and ensure issues are resolved promptly

Requirements:

Must Have: Experience in

Strata Property Management or Facility Operations Management or Security/Hospitality Industry

Must Have: Experience leading teams (30+ staff across range of positions)

Knowledge of

Strata Property Management

processes and regulations.

Familiarity with building maintenance and safety protocols.

Self-driven and motivated

Able to handle stressful situations

Able to build rapport with Clients and maintain relationships

Able to share emergency on-call responsibilities

Friendly and open personality

Personal

Attributes:

Proactive, diligent, self-motivated, and able to work independently.

Strong interpersonal and communication skills. Ability to handle stressful situations with professionalism and tact.

Honest, friendly, approachable, and customer-focused.

Work

Schedule

&

Location:

Monday-Friday Twice a month will work a Saturday or Sunday

After-hours and weekend on-call availability required.

Frequent travel to multiple sites across Metro Vancouver.

Compensation

&

Bene?ts:

Bene?ts: Dental care, Extended health care, Life insurance.

Taxable Vehicle Allowance

Why

Join

Centrum

Concierge

&

Security

Ltd.?

Be part of a supportive and collaborative team.

Play a key role in ensuring operational excellence across multiple strata properties.

Opportunities for professional growth and development.

* Work in a dynamic environment with a focus on delivering exceptional service.