District Manager DEL PROPERTY MANAGEMENT INC. Toronto, Ontario, Canada (On-site) Job Title: District Manager Reports to: Director of Operations Position Summary The District Manager will oversee the performance and operations of multiple communities, leading and managing a team of Property Managers. This role is key in coaching, guiding, and developing Property Managers to ensure high performance, professionalism, and operational excellence. The manager will cultivate a collaborative and high-performing team, focused on building strong relationships with boards, ensuring compliance with operational standards, managing contractor processes, and supporting Property Managers in problem resolution to deliver exceptional service as per SLAs. In addition, the District Manager will oversee contractor management, maintain board relations, and address key property-related issues. The role also involves handling employee performance concerns, administering discipline when necessary, and fostering career development for team members. Attendance at critical meetings, oversight of major contracts, and promoting a culture of professionalism and responsiveness across the portfolio are essential aspects of this position. Key Responsibilities Customer Management & Retention (20%) • Ensure the highest levels of customer satisfaction across all 15+ communities by delivering exceptional property management services. • Foster strong relationships with Board members, residents, and key stakeholders to enhance customer retention and loyalty. • Act as the primary point of contact for escalated customer concerns, ensuring issues are resolved quickly and effectively. • Identify and implement strategies for improving resident satisfaction and maintaining high occupancy levels. • Collaborate with Property Managers to drive customer-focused initiatives and exceed service level agreements (SLAs) Overall Operations Management (20%) • Oversee day-to-day operations of all communities, ensuring consistency in service delivery and adherence to operational standards. • Monitor community performance to identify areas for improvement, ensuring smooth operations and optimal service levels across the portfolio. • Lead regular reviews of operational metrics and performance indicators to assess and improve the efficiency and effectiveness of community management. • Ensure compliance with all regulatory and safety standards, addressing any issues proactively • Oversee the implementation of new processes or policies to improve operations and drive long-term success for all communities. • Ensure that all site offices are equipped with Preventive Maintenance Manuals, Confidentiality Binders, and other relevant programs. • Ensure Property Managers adhere to and maintain up-to-date Policy and Procedures Manuals, keeping them readily available for reference. People Management & Leadership (15%) • Lead, mentor, and coach Property Managers to enhance their performance, skills, and career growth, driving a customer-centric culture. • Conduct regular one-on-one meetings with Property Managers to provide feedback, address concerns, and guide professional development. • Oversee the performance management process for Property Managers, including conducting annual reviews and managing corrective actions as needed. • Foster a high-performing, collaborative team environment, promoting accountability and excellence across the portfolio. • Address performance issues and implement disciplinary actions as necessary, maintaining alignment with company policies. Contractor & Operations Oversight (15%) • Oversee major contractor processes, ensuring services align with the needs of the communities and adhere to service agreements. • Monitor contractor performance through site visits and regular meetings with Property Managers, ensuring contractors meet operational standards and customer expectations. • Review major contractor reports and recommendations to ensure accuracy, appropriateness, and timely execution of services. Board Relations & Communication (10%) • Develop and maintain strong relationships with Board Presidents and other key stakeholders to ensure alignment on community goals, objectives, and overall performance. • Attend all Annual General Meetings (AGMs) and other board meetings, particularly during new manager onboarding and community integration, to ensure clear communication of expectations and to build trust. • Provide strategic support to Property Managers in preparing for board meetings, ensuring that all relevant information and reports are thoroughly reviewed and discussed in advance. Stakeholder Collaboration & Issue Escalation (5%) • Meet regularly with the Vice President of Operations to provide updates on community performance, customer issues, and ongoing projects. • Act as the primary escalation point for Property Managers to resolve complex issues and ensure customer satisfaction. Process Improvement (5%) • Identify and implement operational improvements to enhance customer service and streamline workflows across the portfolio. • Drive greater efficiency by evaluating and optimizing processes to meet community needs and operational goals. Additional Responsibilities (5%) • Be flexible and willing to take on additional tasks as directed by management. • Support management with ad hoc projects, system enhancements, or process improvement initiatives as required. Core Competencies: • Integrity: Leads with ethical behavior and transparency. • Responsiveness: Proactively resolves issues in a timely manner. • Leadership: Mentors and develops Property Managers while fostering team collaboration. • Problem Solving: Addresses operational and personnel challenges effectively. • Time Management: Efficiently prioritizes tasks across a diverse portfolio. Qualifications • Minimum of 5-7 years of experience in property or condominium management, preferably in condominium or real estate operations. • Proven experience working with Boards of Directors and leading property management teams. • Strong knowledge of contract management, operational compliance, and preventative maintenance processes. • Exceptional communication, leadership, and organizational skills. • An issued CMRAO General License is required. Seniority Level • Mid-Senior level Industry • Business Consulting and Services • Real Estate • Facilities Services Employment Type • Full-time Job Functions • Management • Customer Service • Strategy/Planning Skills • Building Inspections • Service-Level Agreements (SLA) • Customer Relationship Management (CRM) • Property Management • Board Relations • Relationship Development • Multi-task & Handle High-volume Workloads • Staff Administration • Problem Solving • Strategy Implementation