Operations Service Manager

The Operations and Services Manager (OSM) is responsible for the management and coordination of all operational and service activities to ensure their efficient operation and the preservation of the Richmond brand as “The place to live"

The incumbent is responsible for overseeing a team of 35-40 employees charged with the securing, maintenance and management of all common areas and associated facilities, and shared services that form an integral part of the Richmond community consisting of over 900 homes, three clubhouses, tennis courts, gyms, swimming pools, parks/play areas, roadways, security access, control and monitoring.

Specific Responsibilities:

1. Oversee the day-to-day operation of the Richmond Estate, by maintaining a continuous, “hands-on” familiarity with the condition of the entire Richmond property, conducting inspections and reviewing the quality of maintenance of common spaces and landscaping  
2. Enforce community rules and regulations documented in the RHOA’s Policies & Procedures Manual
3. Provide the Committee of Management (COM) with monthly reports on all areas of the portfolio
4. Ensure the effective management of the property management software system to achieve timely follow up and resolution of homeowner queries and issues
5. Develop and implement effective systems of control and accountability in the capture and maintenance of the RHOA’s records, in accordance with the Data Protection Act and other relevant legislation, in conjunction with the Secretary of the COM.
6. Develop and maintain systems and internal procedures to protect the RHOA’s property
7. Manage the recruitment process for all staff above the supervisory level in conjunction with the HR Sub-committee
8. Coordinate the homeowner onboarding process to ensure Homeowner agreements are duly executed and all relevant documentation provided
9. Conduct periodic inspections to ensure compliance with RHOA Agreements and take the necessary action to enforce Stop Order/issue breach tickets as necessary.
10. Routinely inspect building facilities, including identifying future needs and potential hazards
11. Design and manage a comprehensive preventative maintenance plan, scheduling routine maintenance and repairs, and anticipating future need for repairs
12. Implement an efficient inventory management system to ensure the availability of material and resources to maximize productivity
13. Participate in the hiring of external service providers and direct their work to ensure that services are delivered in accordance with contract terms and standards
14. Manage and supervise the installation and commissioning of new equipment
15. Maintain awareness of options for new and improved equipment that may serve as upgrades; report this to the COM
16. Monitor applications to the Home Improvement Program, ensuring that residents comply with building modification rules. Maintain records of HIP applications. Approve applications that are routine and refer others to the HIP review group.
17. Oversee the pool maintenance and water quality testing program
18. Liaise with government bodies, development company, regulatory and other external stakeholder bodies; action request and/or escalates to COM for timely resolution

Competencies and skills:

• Strong people management skills and the ability to develop high performance teams
• High level of confidentiality, integrity and reliability
• Strong communication and customer service skills
• High emotional intelligence quotient
• Highly developed conflict resolution and mediation skills
• Proven emergency management skills
• Ability to foster cooperative working relationships environment within a partnership/stakeholder environment

• Sound planning skills and the ability to think ahead
• Working knowledge of property management and mechanical systems, including electrical, plumbing, security access and energy conservation systems
• Working knowledge of equipment assessment and maintenance
• Good negotiating skills in handling work orders and contracted work by external vendors
• Flexibility in time management and multitasking so as to respond quickly to emergencies
• Proficiency in computing software required for record keeping and personnel supervision
• Working knowledge of procurement principles and guidelines.

Qualifications and Experience Requirements

• Bachelor’s degree in operations management, hospitality or property management
• Diploma/ Vocational certification in Operations/ Engineering desirable
• 5 years’ experience in managing operations in a medium size organization with 24-hr
• operations