Director, Operations

Tricon Residential Inc. (NYSE: TCN, TSX: TCN) is an owner and operator of a growing portfolio of more than 36,000 single-family rental homes in the U.S. Sun Belt and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon’s culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage. At Tricon, we imagine a world where housing unlocks life’s potential. For more information, visit Tricon Residential.

Job Description

Tricon Director, Operations function as the primary strategic business and people leader of the portfolio with responsibility for all aspects of the operation, including resident and employee satisfaction, individual and team development, human resources, financial performance, revenue generation and delivering a return on investment to both Tricon Residential and its key stakeholders. The Director, Operations is expected to have a strong focus on carrying Tricon Residential's culture and values, being a mentor for others, and communicating effectively to provide clear direction to the team. Holds market leadership team accountable for strategy execution and guides their individual professional development. Verifies that the objectives and goals of Tricon are communicated effectively and integrated in the local market offices to achieve optimal success. Builds owner loyalty and trust through proactive communication, setting and managing expectations and delivering solid business results. Represents Tricon culture in all leadership actions and is a Role Model and Ambassador of Tricon Residential.

Develops and executes business plans designed to maximize customer and employee satisfaction, profitability, and market performance; verifies that business plans are aligned with Tricon business strategies; translates Tricon Guiding Principles, SOP’s, Horizontal Leaders, initiatives and standards into deliverables and results at the market level. Creates a cohesive and high-performance local leadership team that continuously strives for positive results and improvement and works effectively and cross-departmentally with other leaders; coaches local leadership team by providing specific feedback and holds them accountable for performance; creates learning and development opportunities for employees; creates and effectively executes development plans for direct reports based on their individual strengths, development needs, and career aspirations; Verifies that all managers are doing the same for their direct reports; Creates succession plans for future job openings; actively supports the staffing process; verifies effective work processes, systems and teamwork are in place to maximize individual and overall property performance. Serves as a passionate Tricon advocate and verifies that the intent of the Tricon Guiding Principles is pulled through in the resident and employee experience; communicates a clear and consistent message regarding the market initiatives, KPI metrics, and resident experience goals to employees, senior leadership team, and peers; serves as a role model by demonstrating exceptional work ethic and service delivery for all employees and residents; champions change; inspires and motivates team to achieve operational excellence; represents Tricon values in all leadership actions. Reviews business related data such as market KPI’s, financial performance, inventory, employee engagement, and resident satisfaction; analyzes business information to proactively address changing market conditions; verifies that market operates within budgetary guidelines and achieves NOI margin goals. Verifies that all employees are treated fairly, and with respect; builds rapport with employees by fostering an environment of open communication and spending time with employees on the frontlines; makes self available to employees (“open door policy”). Interacts with residents and team members on a frequent basis to obtain feedback about their experiences with Tricon Residential; utilizes customer feedback to recognize outstanding employee service performance and improve service delivery; emphasizes and holds leadership team accountable for addressing service failures or potential service failures, and for developing innovative ways to exceed resident expectations; anticipates needs of communities, residents, vendors, and employees in order to deliver excellent service to all internal and external customers.

Qualifications:

Five to ten years of experience in a senior management position with a proven track record in delivering outstanding results in hospitality and property management A leadership style that is authentic, engaging, collaborative and strategic, based on identified business priorities Strong thoughtful people leader with ability to create succession plans and empower team members Capable of mentoring and driving direct reports to achieve excellence and professional growth Knowledge of P&L Statements, GL’s, budgeting, etc. is required Capacity to influence and build relationships with residents, suppliers, other team members, and customers Ability to create a climate in which team members want to do their best by leading and communicating a shared vision with associates and providing coaching and development Exceptional communication skills and the ability to adapt to various audiences. A thoughtful, mature and diplomatic style is essential in order to be successful to deliver messages and goals Ability to relay technical concerns with adequate detail, quickly and accurately High degree of initiative and practical problem-solving ability – creative solutions-oriented approach necessary Intermediate level knowledge with Microsoft Office Suite including Outlook, Word, PowerPoint and Excel Ability to organize work, engage in a variety of tasks simultaneously and consistently meet deadlines Ability to meet budgets and control costs Ability to write reports and business correspondence Strong interpersonal skills to effectively communicate with all levels of management Ability to cope and defuse difficult situations and escalations To thrive in this role, the ideal candidate will have a hunger for driving results, a high level of emotional intelligence and will enjoy the challenge of multi-tasking

Minimum Requirements:

2-4 year degree from an accredited university in Business Administration, Hotel Management, Organizational Leadership or related major; minimum of 6-8 years’ experience in management operations, hospitality, or related professional area Excellent communication skills both written and verbal Ability to cultivate the growth and development of individuals as well as a team, creating positive culture and Ability to work well using mobile office electronic tools Excellent math and financial acumen Demonstrated attention to detail Required to maintain a regular schedule which may require working overtime, weekends and non-traditional holidays Ability to travel including overnight

At Tricon Residential, we know that the best ideas happen when people bring their uniqueness to work with them. Inclusion is an integral part of how we leverage that uniqueness into our Company. Supporting Diversity, Inclusion and Belonging is not only the right thing to do; it is the right thing to do for our business.

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