Responsible for operations and budget management, service delivery management, project management, client relationship management, health and safety, and emergency preparedness and business continuity for an assigned portfolio. In conjunction with the National Director Operations, proactively coordinates every aspect of the tenant relationship by maintaining a consistent tenant services strategy at the CBC/Radio-Canada Toronto Broadcast Centre. This includes implementing and improving Tenant Relationship Management and Retention programs, supporting planning and delivery of exceptional service to ensure the asset is managed to meet client / landlord goals and objectives.

KEY DUTIES & RESPONSIBILITIES

- Receive, process and validate service
- Maintain positive tenant and client department relationships through professional and effective responsiveness to, and proactive consideration of all issues, thereby ensuring that tenant expectations and landlord criteria are being consistently met;
- Assist in the preparation and implementation of initiatives to increase and uphold the quality and effectiveness of tenant relations
- Act as direct tenant liaison to ensure that all tenant construction activity and landlord work are well coordinated, organized and proactively managed, and in fulfillment of lease obligations;
- Meet with Property Management team, Operations team, tenants, vendors, contractors and senior management as needed to review and provide support to resolve operational challenges and implement new initiatives;
- Hold shared accountability for building presentation to ensure CBC/Radio-Canada’s best-in-class image is upheld at all times at the portfolio properties
- Regularly inspects the building public spaces, lobbies, floors,



common areas to understand the various tenant experiences and identify building concerns, identify opportunities, and ensure that there are no negative tenant experiences.
- Conduct property inspections and is responsible for annual Building Condition reporting
- Provide assistance in the day-to-day operations of each facility ensuring the timely proactive completion of Preventative and Corrective maintenance and seasonal interventions.
- Provide timely communication and updates on building operational issues to tenants and landlord.
- Provide Incident management for breakdowns, communications, escalation, and corrective actions for assigned areas of responsibility.
- Ensure appropriate documentation is collected and made available to satisfy KPI’s, and tenant requirements to demonstrate proper maintenance and upkeep of building systems and that we are acting as prudent Property Managers.
- Assist the National Director-Operations in the administration of portfolio service contracts; preparation of tender and standard service agreements, as necessary
- Promote additional services for tenants
- Know your tenants …. Stay close to tenants, know their business, hours of operation, and maintain detailed Tenant Profile reference documents and history logs. Have an intimate understanding of pertinent covenants and lease documentation




- Assist the National Director-Operations in enforcing terms and provisions of leases
- Tenant Engagement programs …. Lead and promote property initiatives, including sustainability and environmental initiatives
- Liaise with Operations Centre to ensure service delivery and satisfaction for all Work Orders.
- Draw out system data and use the information to improve management of the facility. Use data to improve tenant experience and increase services to tenants. Utilize statistical data to analyze and prepare reports to facilitate planning, budgeting, scheduling and implementation of current action plans.
- Maintain and update Tenant building manuals and other building related materials
- Oversee tenant move-in and move-out process
- Coordinate building/industry recognition (i.e.: TOBY Award)
- Analyze needs for Client Services Training and recommend to National Director-Operations including customer service training for tenant interfacing BGIS staff and vendors (e.g. House Service, Security Guard) staff
- In conjunction with the National Director-Operations and the client Asset Management team, defines scope of work of both major and minor facility maintenance and repairs projects, participates in preparation of tenders, and selection recommendations.
- Assists National Director-Operations with development of operating and capital budgets; manages budgets for assigned areas of responsibility.
- Provide favorable visibility for BGIS in the community by active participation in real estate related organizations and community efforts
- Works safely and ensures all staff members will work safely and in accordance with our Health & Safety Action Plan. Ensures compliance with Occupational Hea

📌 Operations Manager (Toronto)
🏢 BGIS
📍 Toronto