About Centretown Citizens Ottawa Corporation (CCOC)

CCOC is a community-based, tenant and member-directed, non-profit housing organization whose mission is to create, maintain and promote housing for low and moderate-income people. We value diversity, collaboration, inclusive and open decision-making, innovation, creativity, and sustainability.

For more information, visit: www.ccochousing.org

Summary

The Operations Manager ensures CCOC service standards are met by supervising the field employees and Operations Coordinators; and administering contracts for services and supplies. The Manager also analyses expenses and prepares reports and budgets for submission to the department Director. Additionally, they facilitate the activities of the Facilities Management Department by providing resources and information to the office employees, field employees and tenants.

Key Responsibilities

Responsibilities include but are not limited to the following:

1. Supervise the Operations Coordinators and field employees (Contractors, Senior Maintenance Workers, General Maintenance Workers and Cleaners) by:

• Ensuring employees meet all standard Health and Safety practices and regulations;
• Assigning and prioritizing work orders, and ensuring that they are completed in a timely and professional manner;
• Ensuring standards are met by cleaning employees;
• Ensuring that the standards for maintenance response and repairs are met
• Managing buildings and processes to ensure compliance with key performance indicators and targets;
• Directing work on vacant units in cooperation with the rental department, and ensuring timely turnovers;
• Directing work in occupied units for the purposes of completing approved redecorating requests or accommodating specific needs (accessibility, aging in place);
• Scheduling and directing routine cyclical maintenance and preventative maintenance work;
• Responding on 24 hour/day basis when required to give direction to maintenance employees on emergency calls;
• Reviewing and approving employee payroll records;
• Preparing annual evaluations of the maintenance field employees and other direct reports.

2. Administer contracts for services and supplies by:

• Maintaining a list of qualified contractors and other workers and supervising their activities on CCOC maintenance work;
• Initiating reviews of regular contracts for services and supplies on a regular basis;
• Performing cost-benefit analysis from information extracted from invoices;
• Preparing information for tender purposes;
• Authorizing payment of contractor invoices, including release of holdbacks.

3. Analyze expenses and prepare reports and budgets for submission to the Director by:

• Ensuring the regular inspection of the condition of the envelope, structure, systems and finishes of all properties, and reporting on the same;
• Ensuring the completion of unit inspections (Pre-Move Out, Pre-Move In), documenting the repairs or actions required and performed, including charges to tenants and Landlord Tenant Board actions;
• Generating reports from in-house data or through research to provide accurate cost/benefit analysis, including reviewing and analyzing work order summaries;
• Identifying potential major capital projects and extensive turnovers;
• Providing advice regarding efficiencies in maintenance-related expenses;
• Preparing draft maintenance operating budgets for all properties and providing required analysis for review by the Director and relevant Committees.

4. Provide information and resource services by:

• Assisting the department Director in evaluating and prioritizing major capital projects related to turnovers as outlined in the budgets;
• Developing and maintaining an Emergency Response and Business Continuity Plan;
• Developing and maintaining a Hazardous Waste Program;
• Ensuring the management of the key control system;
• Keeping informed of relevant regulations as outlined in the building, property standards, and fire safety codes, as well as landlord-tenant legislation;
• Assisting the Director in establishing new or revised procedures related to tenant services and service standards and informing employees of same;
• Continually monitoring and controlling Building Automated Systems (BAS).

5. Hire, train, coach and supervise employees by:

• Ensuring a fair distribution of work;
• Carrying out annual performance reviews;
• Ensuring the effective integration of employees into the larger corporate workflow and organizational mission;
• Reviewing the work produced by employees;
• Overseeing training for direct reports and responsible for the development of employees, including individual development plans and oversees mandatory training;
• Maintains current knowledge of best practices and innovations in the industry. Undertakes continuing development to maintain professional designations as required.

Perform other duties as requested by the Department Director or the Executive Director.

The individual will be expected to conduct themselves in accordance with CCOC’s Mission and Values, as well as the core competencies of DEI, Service Excellence, Teamwork, Results-Orientation and Adaptability, which form an integral part of CCOC’s Performance Management Program.

The duties of the position could vary from time to time as a result of new legislation, changes in technology or policies, in which case appropriate training may be given to enable the position-holder to undertake the new/varied work.

The position supports the work of Centretown Citizens Ottawa Corporation (CCOC).

Education and Experience

• 3 years of post-secondary education
• 5 years of related work experience, including supervision of employees
• Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements
• Intermediate ability to use Microsoft Office Suite
• Knowledge of Yardi Voyager is considered an asset
• Intermediate verbal and written communication in English
• Ability to communicate in French is considered an asset
• Knowledge of additional languages is considered an asset
• Accreditation through a relevant professional body such as RICS, IHM, REAC, BOMA, PMI, OACETT, PEO will be considered an asset
• Experience in multifamily high/mid – rise buildings will be an asset
• Experience of managing capital projects will be considered an asset
• Valid Ontario Class G Driver’s License and daily access to a vehicle

Supervision and Decision-Making

• Decision-making forms a large part of the performance and impacts an entire function of the organization. Procedures and precedents are generally established. Considerable judgement and independent thinking are required for developing solutions. On occasion the manager may be called upon to make critical decisions independently, affecting business continuity or emergency situations.
• Responsible for providing direct day-to-day supervision to a multifunctional team that includes office and field employees, students, and contractors, including after business hours support. Responsible for developing new or changed procedures.
• Works independently and must be able to think critically. Methods and procedures are not established. Responsible for administering and monitoring a multi-million-dollar budget. Must be able to exercise sound financial judgment within assigned authorities, including analysing and making recommendations to the Director of Facilities Management. Responsible for developing new or improved procedures and contributing to departmental development.
• Considerable impact if errors are made including; financial, legal, reputational, loss of business continuity, the health and safety of employees and tenants.
• Regular use of confidential information and frequent access to occupied apartments.

Working Environment

• Interactions with internal colleagues involves planning and coordinating the efforts of others.
• Interaction with external contact involves dealing with extremely demanding interpersonal situations, including the de-escalation of potentially violent situations.
• Periods of moderate physical effort required (for example, sitting, standing, walking, reading and the constant use of a computer and phone screens ; regular travel within the city on a daily basis’; visiting construction sites, climbing access ladders and visiting roof tops).
• Some degree of physical skill and coordination required (for example; basic keyboarding, good coordination, speed and accuracy).
• Work may be a little uncomfortable and may lead to minor injury or illness. Some exposure to unpleasant working environment including construction, noise, dust, pests and potential bio-hazards, which could lead to injury of illness.
• The incumbent may be exposed to very serious stress.
• While there is no formal on call protocol, the manager may be contacted outside normal office hours to trouble shoot after hours issues or may be required to attend major events such as fire or catastrophic floods.

Benefits

• OMERS defined benefit pension plan.
• Employee and Family Assistance Plan (EFAP).
• Generous time-off from day one.
• Group Insurance and Supplementary Medical Plan (dental/eyewear) after three (3) months of employment.
• Hybrid and flexible work arrangement available

Applying to the Role

To be considered for this role, please email your resume and cover letter to hiring@ccochousing.org

All applications must include the following information in the subject line: Operations Manager.

We thank all applicants for their interest in the role, however, only those selected for an interview will be contacted. If contacted for an interview, please inform us if you require accommodation.

In the spirit of the Human Rights Code, we ask that resumes do not include personal data including, but not limited to age, health, marital and family status.

As an employer committed to the principles of employment equity, we encourage applications from all persons including Black, Indigenous and People of Colour, persons with disabilities, and persons of all sexual orientations and gender identities. We are committed to providing an inclusive and barrier free experience to applicants with accessibility needs in accordance with the Ontario Human Rights Code (2015) and the Accessibility for Ontarians with Disabilities Act (AODA).

CCOC Maintains a COVID vaccination policy for employees. Exemptions are available based on either a protected ground under the Human Rights Code, or a documented medical reason.

For candidates with disabilities requiring an accommodation, you may contact hiring@ccochousing.org

Job Types: Full-time, Permanent

Pay: From $76,800.00 per year

Benefits:

• Company pension
• Dental care
• Employee assistance program
• Extended health care
• Flexible schedule
• Life insurance
• Paid time off
• Vision care

Schedule:

• Monday to Friday

Application question(s):

• Have you used Yardi Voyager before?

If yes, what tasks or responsibilities did you complete using it?

• Have you ever managed capital projects?

If yes, what type of projects did you manage and what was your role?

• Do you hold any professional accreditations (e.g., RICS, IHM, REAC, BOMA, PMI, OACETT, PEO)? If yes, please specify.
• What experience do you have working in multifamily high-rise or mid-rise buildings?

Education:

• Bachelor's Degree (required)

Experience:

• Related work : 3 years (required)

Language:

• English (required)
• French (preferred)

Licence/Certification:

• Ontario Class G Driver’s License (required)

Work Location: Hybrid remote in Ottawa, ON K2P 2M8