Director, Operations - Eastern Canada

At GWLRA Residential, we recognize that what we call assets, our residents call home. We focus on personal, professional and 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 Opportunity

Reporting 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, risk management and 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 LEADERSHIP

• Provide strategic direction and operational oversight across the Eastern Canada residential portfolio, translating ownership objectives into clear property business plans and performance priorities. 
• Lead, coach and develop leaders; establish clear decision rights, expectations and accountability. 
• Build a high-performing, engaged team and support succession planning, talent development and consistent leadership practices across the portfolio. 
• Maintain strong relationships with stakeholders through concise reporting, sound recommendations and timely escalation of material issues. 
• Champion collaboration across Leasing, Building Operations, Asset Management, Finance, Capital Projects, Human Resources, Sustainability, Risk and other partners. 

FINANCIAL PERFORMANCE & ASSET STEWARDSHIP

• Own portfolio-level operating performance, including annual budgets, forecasts, revenue and expense strategies, variance analysis and action plans to improve net operating income and cost predictability. 
• Review property business plans and monthly performance reporting; challenge assumptions, identify trends 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, renewal and rental-revenue strategies while protecting the resident experience. 
• Balance financial objectives with service quality, building standards, regulatory obligations and long-term asset value. 

RESIDENT EXPERIENCE & OPERATIONAL EXCELLENCE

• Set 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, timely and well-documented outcomes. 
• Establish and continuously improve policies, procedures, performance measures and operating controls across the portfolio. 
• Champion the thoughtful adoption of technology and data-driven solutions that improve service, efficiency, decision-making and scalability. 

RISK, COMPLIANCE & GOVERNANCE

• Ensure portfolio operations comply with applicable residential tenancy, human rights, privacy, workplace health and safety, fire/life safety and other regulatory requirements in each jurisdiction. 

• Provide oversight of operational controls, procurement, vendor governance, incident response, claims and audit-ready recordkeeping. 

• Identify material operational, financial, people and reputational risks; ensure timely mitigation, documentation and 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 QUALIFICATIONS

• 10+ years of progressive property management experience
• Delivering operational excellence strategies and practices
• Delivering or exceeding revenue targets with an entrepreneurial spirit
• Strong knowledge of residential operations, leasing, resident relations, collections, building operations, capital planning and risk management
• Strong coaching, mentoring and developing of staff at all levels including a clear understanding of employee engagement
• Strong executive communication, relationship-management and influencing skills, including experience working with senior stakeholders Exhibits strong self awareness and high EQ
• Champions, embraces and fosters change and continuous improvement initiatives
• French and English language skills are required to support residents, employees, vendors and corporate partners within and outside Quebec
• Travel to Ottawa and Halifax is required

PREFERRED QUALIFICATIONS

• Operational experience
• Experience in property management or keen interest in real estate industry
• Experience in a complex and highly regulated industry
• Passion for delivering superior high touch customer experiences
• Strong history of success of inspiring collaboration and bringing diverse groups to consensus
• Has a mindset of making things better, understands best practices
• Extensive background of making decisions that influence significant change in an organization