Job descriptionCaivan Communities is an Ottawa-based land development and home building company currently developing over 45 active low, medium, and high rise projects across Ottawa and the Greater Toronto Area. This role is ideal for an ambitious, energetic candidate looking to engage in a fast-paced and dynamic team environment. Company Mission: Excellence in community development and home building through efficiency, optimization, and innovation. Company Values: Grit: A team who perseveres, is resilient, and has the stamina and courage to commit to the win. Integrity: We make promises thoughtfully and deliberately and then follow through. Curiosity: We never stop asking questions or challenging ourselves. We have an unquenchable thirst to learn, improve and solve problems innovatively. Strategic: We look around corners and proactively identify potential obstacles. We think critically and make calculated decisions. The Role: The Senior Service Manager is responsible for overseeing the service department’s site operations across all communities. The Senior Service Manager is accountable for maintaining health and safety objectives and upholding Caivan’s service standards. Key Responsibilities: Challenges the norm, drive culture, processes, and standards to achieve best in class post-closing service. Delivers consistency and a standardized implementation of Caivan’s formal performance review process for site Service staff that includes core competencies, evaluation criteria, performance objectives, development plans and training requirements. Oversees site operations across all communities to ensure adequate coverage, stepping in when necessary. Uses “out-of-the-box” problem solving to achieve targets. Oversees, approves, and evolves site service incentive program. Leads others in the creation and use of visual controls and the visual management system. Analyzes Service Manager assessments and project plans to improve planning and execution. Removes roadblocks and identify automation and IT solutions designed to improve efficiency. Onboards and trains new site Service staff. Develops Service budget (ECCs), including forecasting, and staffing. Monitors and controls service re-work cost. Acts on escalated site issues from Service Managers, seek resolution in consultation with senior leadership, when required. Lead monthly Service Manager meeting. Leads bi-weekly aging meetings to drive accountability and mitigate requests for conciliations. Manage feedback from homeowner survey results to identify and propose recommendations. Manage and support all Tarion conciliations, attend all conciliation appointments. Establish and maintain trade and external stakeholder relations. Liaises with Tarion, acts as a conduit between Caivan Service and Tarion for updates in process, CPG, or standards. Inspects work site and site service offices continuously to ensure employees and trades partners abide by Ministry of Ontario Labour regulations and Caivan’s Health & Safety Policies. Perform other duties, as required. You will bring: Post-secondary education with a focus on construction management or related field an asset 5+ years of experience in a similar role within residential new home construction Ability to lead a team of Service Technicians. Excellent verbal and written communication skills, outstanding time management, prioritization, multitasking, and organizational skills Proficiency in use of technology, conducting inspections and managing through scorecards Understanding of new home construction: framing to closing, fit and finish, and keen eye for detail Positive attitude, optimistic perspective, and diplomatic approach Strength in process improvement, implementation, and adherence Strong relationship management and communication skills Team player with the strong ability to work independently to meet goals and objectives Highly motivated, with a demonstrated passion for excellence and taking initiative Proficient working knowledge of Tarion’s Construction Performance Guidelines Familiarity with Ontario Building Code (OBC) an asset Skills as a construction technician is an asset We review and assess all applications and will contact candidates whose background and experience most closely fit the needs of the position. Should you require accommodations at any point during the recruitment process please contact Human Resources.
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