General Manager, Residential Operations

Toronto, ON | Two St. Thomas and Two Avenue Road Join Us to Grow, Connect, and Make an Impact.

At BGO Properties, we’re dedicated to enhancing personal and professional growth, fostering meaningful connections, and giving back to the communities where we operate.

As one of Canada’s premier providers of commercial property management and leasing services, BGO Properties manages a diverse portfolio of over 400 properties, totaling more than 67 million square feet of residential, office, industrial, and retail space. For over 30 years, our clients have trusted us to deliver innovative real estate solutions that create value and support their success.

As part of the global BGO family, we leverage international expertise and local market insights to provide high-quality services. Our experienced team works across a variety of commercial real estate sectors, which ensure every property we manage is a welcoming and functional destination for tenants.

Whether you’re launching your career or advancing as a seasoned professional, BGO Properties offers opportunities for professional growth, continuous learning, and leadership development.

Join us and help shape the future of commercial real estate. The Opportunity: Reporting to the Senior Director, this position will be responsible for a residential rental portfolio in GTA. This position is accountable for the general operations and revenue management, the customer service platform and minor capital upgrades of the buildings to maximize value through institutional quality residential management. What You Will Do

Customer Service: Respond to enquiries from existing residents, maintaining excellent resident relations. Address resident concerns when they cannot be satisfied by front line staff.

Ensure excellent resident relations, handling and documenting resident requests, complaints and any emergencies in the building which occur during, over and above office hours

Oversee annual inspections of suites, meeting with residents prior to anniversary dates to address concerns and mitigate turnover.

Assist front line staff in promoting resident retention and the lease renewal process at the properties, including administration of rent increases, and lease renewal programs. Implementation of a resident loyalty program to be offered as applicable to residents to incent lease renewals.

Oversee suite inspections upon resident move out, monitor resident damage and estimate cost of repairs for the resident’s account chargeback.

Further ensure resident satisfaction and service delivery through prompt service communication and follow up (including administration of resident surveys, as required)

Coordinate resident programs and host resident events, as budgeted. Operations: Oversee the day-to-day management of the properties

Supervise, coach and train all site staff, including assistance with performance management if necessary to ensure high standards are maintained in accordance with established policies

Interact and effectively communicate directly with owner representatives on financial performance, property operations, staffing and resident relations Responsible for building revenue and expenses including operating within an approved budget; analyze monthly financial statements, prepare monthly management reports, and submit accruals for year-end financials.

Prepare annual revenue, expense, and capital budgets

Recommend rental policy for residential suites, guest suites, laundry facilities, roof top and other revenues

Oversee monthly market surveys and have a thorough understanding of competition and current market conditions

Ensure prudent purchasing practices in accordance with company policy and client agreements,

Monitor collection of rental payments, undertakes arrears collection, negotiations, eviction proceedings, maintains liaison with lawyers, collection agencies etc. to ensure proper collection of account receivables

Approve or decline resident applications based on background and credit checks. Approves completed lease documents for execution

Oversee the lease renewal process, approving renewal amounts within budget parameters, and approval of any non-renewal notices to be issued

In collaboration with the Technical Services team, makes recommendations and oversees execution of capital projects and preventative maintenance program for plant and equipment; develops and directs implementation of improvements; obtains prices, secures, and monitors maintenance/service contracts to ensure cost effective operations; conducts inspections of the properties assigned

Ensure efficient operation, maintenance and repair of properties including compliance with government regulations, achievement of maintenance/life safety standards and sourcing cost effective ways to operate

Supervise and/or develop appropriate operating procedures for the properties ensuring legislative or regulatory requirements are adhered to and emergency response procedures are regularly updated

Assist with issuing purchase orders and arranging for trades, monitoring quality and responsiveness of trades in adherence to BGO standards and policies

Conduct operations within budgeted parameters, seeking Principal, Residential Property Management permission in the event of a need to vary from budget

Enforcing the rules and regulations of the properties

Utilize computerized property management system to record transactions, run various operating reports.

Monitor building maintenance contract performance, ensuring cost-efficient practices are maintained. Provide feedback/recommendations to the Principal, Residential Property Management and Maintenance Manager

Routinely audit resident files to ensure they are consistent with established policies and procedures

Continually review/evaluate the rent grid for each property with the Marketing Department

Other related duties as required; such duties may include lifting Health & Safety: Ensure compliance with all legislation, including but not limited to: The Residential Tenancies Act, Labour Relations Act, Fire Code and Occupational Health and Safety Act

Be familiar with and adhere to the company’s Health and Safety policy

Ensure staff wears prescribed Personal Protective Equipment (PPE) when required to do so

Ensure all vendors and contractors comply with the established health and safety policy, and immediately report any infractions, hazardous conditions, or damaged equipment Sustainability: Embrace and proactively supporting BGO’s culture of environmental sustainability, and corporate and social responsibility

Promptly respond to and manage environmental hazards

Promote and ensure energy and utility efficient maintenance of the building

Consider sustainability when evaluating options for replacement equipment

Participate in resident and staff community support events as appropriate Who You Are Experience - 5+ years of related experience with residential property management, combined with a strong service ethic commitment

Education - Preference for post-secondary education in real estate and/or CPM designation

Relationship Skills – Ability to communicate effectively and professionally, both oral and written with owners, residents, and team members; ability to develop and sustain cooperative working relationships; professional phone manner; mature and self-motivated team player with good conflict-resolution skills; committed to personal growth and integrity aligned with BGO’s objectives; ability to exercise confidentiality

Professionalism – Maintain a professional and presentable appearance at all times

Organizational/Multi-Task Skills – Ability to allocate one’s time effectively and manage tight deadlines; ability to work under pressure and achieve quality results; ability to handle multiple demands and competing priorities and adapt to new ideas and constant changes; results oriented, detail oriented and accurate

Decision Making Skills – Ability to resolve problems using facts and sound reasoning; ability to achieve goals using a strategic approach; proven innovation with a willingness to manage and adapt to change

Computer Skills – Intermediate skills in Microsoft Office: MS Word, Excel, and Outlook; knowledge of Yardi required

Availability – Flexibility in hours to meet the demands of the business including being able to handle emergencies occurring after regular office hours

Knowledge – A complete understanding of all applicable laws, legislation, and rights concerning resident / landlord relations

License - Must have a valid driver’s license and access to a vehicle at all times during employment

Police Clearance – A criminal verification check is required for employment At BGO, we recognize that each employee’s unique experiences, perspectives, and viewpoints strengthen our ability to create and deliver the best value to our clients, partners and stakeholders/investors and therefore we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations and life experiences to apply.