Location First Canadian Place - 100 King Street West Our Company At Brookfield Properties, the foundation of our success is firmly rooted in our people. Our company is comprised of experts across a range of specialties who share a goal of ensuring our properties are continuously evolving to meet the needs of our communities and stakeholders. To meet this goal, we hire visionary, entrepreneurial talent who help us innovate and enhance our business. We build collaborative teams who value integrity, creativity and diversity. Our teams operate an iconic portfolio of irreplaceable properties within the world’s most dynamic markets. As one of the largest real estate services companies, we provide management and development expertise exclusively for properties owned by Brookfield Asset Management. Job Description Manager, Tenant Services is a managerial level position responsible for relationship management of the retail and office tenants at First Canadian Place. The incumbent will directly and indirectly manage administrative functions associated with the property’s highest standards of service in accordance with Brookfield Properties’ goals and objectives. Through superior and innovative relationship management, this position will ensure excellent service delivery, while promoting Brookfield Properties and First Canadian Pace as the definitive tenant destination in Toronto’s Downtown Financial District. RESPONSIBILITIES: + Responsible for the management of retail and office tenants, dealing with the day-to-day questions and concerns including but not limited to account receivable, lease inquiries, service amenities, special requests, telecommunications, complaints and resolution. + Meet one-on-one with tenants regularly to review building features, procedures, tenant service requirements. Record all key account meetings. + Liaise with tenants on construction build outs of tenant premises including building procedures. + Manage tenants’ hand off policy and move out policy and ensure that all procedures are being followed. + In conjunction with Property Accounting, support AR and rent collection efforts. + Participate in the annual budget process. + Review and approve purchase orders and invoices for charges as required. + Manage and/or assist in managing contracts such as cleaning, landscaping, pest control, parking and courier services. + Assist with management of day-to-day operations in the building specific to housekeeping inspections, exterior and interior plant maintenance and building signage. + Responsible for tenants’ emergency messaging as required via email and or Live Safe. + Maintain office and retail tenant files including leases, sales, insurance requirements, etc. + Monitor tenant service work orders (310-SERV) to ensure that there are no significant concerns. + Liaise with the operations and security departments to ensure that tenant concerns are addressed in a timely manner and service levels are maintained. + Liaise with asset management, the leasing and legal departments regularly, for active and new leases, prospects, expiries and vacancies. + Review lease summaries on an ongoing basis to ensure lease changes are recorded accurately. + Identify and share amenity opportunities to create value for the tenants. + Prior to distribution, review tenant communications/bulletins to ensure they are accurate, user friendly and consistent. + Initiate and execute content for axiis tenant app including tenant amenities, promotions, and programs including tenant appreciation events. + Assist the Tenant Service Team with creation and execution of tenant events e.g. Tenant Appreciation, Lunch & Learns, Art Installations. + Partner with Regional Marketing Team to implement strategic tenant engagement initiatives and marketing strategies. + Assist with award submissions i.e. LEED, BOMA 360, BOMA Best, BOMA Certificate of Excellence. + Other projects as assigned. QUALIFICATIONS SERVICE / PERSONAL SKILLS: The ideal candidate for this position will have a strong service orientation and will be confident, friendly, and courteous. They must present a mature, tactful, and professional image with excellent interpersonal and communication (written/oral) skills. Be self-motivated, a creative problem solver and able to work effectively under pressure independently and in a multidisciplinary team environment. Adaptability, strong organizational skills and an eye for detail and accuracy are critical to being successful in this position EXPERIENCE: + Minimum 5 years commercial property management experience or equivalent in a large mixed-use environment. + Exceptional relationship building and management skills. + Strong working knowledge of Microsoft Office software. + Knowledge of financial and lease analysis. + Previous experience in Yardi and Angus software systems would be an asset. EDUCATION/DESIGNATIONS/LICENSES: + University degree is preferred. + Professional designation such as RPA, FMA, or CPM preferred. We are proud to create a diverse environment and are proud to be an equal opportunity employer. Accordingly, we will accommodate the needs of all qualified applicants with disabilities during the recruitment and selection process in accordance with the Ontario Human Rights Code and Accessibility for Ontarians with Disabilities Act. At Brookfield Properties, our success starts with our people. People like you. We develop, operate, and manage more than 1100 properties and 395 million square feet of real estate across the globe. It’s a feat that wouldn’t be possible without our team, a diverse group of creative visionaries and innovative experts who are relentless in pursuit of one goal: to ensure our buildings don’t simply meet the needs of our tenants, residents, and communities — but exceed them, every day.