Risk Manager

Position Description

The Company

Are you the missing piece? As North America's leading property management company, we know the value of fitting in with and being part of a well-oiled machine, but we are a machine and are empowered to act when needed. We seek energetic, adaptable people who understand they are part of something larger and want a long-lasting career creating human connections. Our associates are the reason for our success, so we recruit quality people who will always do what's right and build great relationships with the residents of our communities. At FirstService Residential, we live our values every day. If you are passionate about helping people live better lives and are looking for an environment with room for career growth, you're in the right place!

Job Responsibilities

Provide exceptional customer service to all residents and guests while enforcing the rules and regulations of the GTCA.

Essential Duties & Responsibilities

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

• Attends all Open Board Meetings
• Ensures all Open Board Meetings are recorded and takes meeting minutes, which are reviewed and finalized by the Board Secretary.
• Thoroughly evaluate physical, legal, and financial dimensions to identify potential threats to the Galaxy Towers.
• Design and implement a robust risk mitigation strategy incorporating preventative measures and insurance solutions.
• Negotiate and primary a comprehensive range of insurance coverages, ensuring the Galaxy Towers is protected against claims.
• Efficiently manage the claims process from the initial report to settlement, coordinating with adjustors and legal teams to ensure fair and timely resolutions.
• Daily review of shift logs and incident reports to promptly address emergent issues.
• Create and distribute clear, policy-compliant communications, including violation notices, community updates, and newsletters.
• Utilize platforms like Notion to maintain a meticulously organized digital archive of communication, incident reports, and insurance claims.
• Maintain ongoing, transparent communication with the Galaxy Towers community, addressing inquiries, and feedback effectively.
• Lead in resolving community disputes and policy violations, applying fairness and consistency.
• Collaborate with security and maintenance staff to resolve reported issues, enhancing resident experience.
• Provide expert advice to the board and management on risk management, insurance, and community engagement strategies.
• Daily identification and mitigation of risks, with strategies for ongoing risk reduction.
• Keep insurance policies up-to-date, regularly engaging with brokers for optimal coverage.
• Ensure all communications are clear and dispatched within 24 hours of incidents or inquiries.
• Conduct daily inspections to prevent safety or compliance issues and maintain high property standards.
• Demonstrate active community involvement through regular updates and responsiveness to feedback.
• Foster continuous improvement through feedback from the community and team members.
• Keep accurate records of all risk management activities, communications, and meetings for review and auditing.
• Maintain current emergency plans, with regular drills and training for staff and residents.
• Organize safety seminars, feedback sessions, and informational meetings to promote a culture of safety and open communication.
• Prepare and disseminate materials for community and board meetings to foster informed dialogue and decision-making.
• Routinely inspect Galaxy Towers to ensure compliance with safety standards, building codes, and aesthetic guidelines, initiating corrective actions as needed.
• Provided and assisted management with filing forms for workers' compensation, disability, medical leave, unpaid leave, etc.
• Instructs/trains staff on procedures regarding applicable job descriptions.
• Addresses and resolves resident and visitor complaints.
• Confers and cooperates with other department heads to ensure coordination of activities.
• Ensures that record-keeping and reporting requirements are accurate and timely.
• Handles calendar and coordinates time off, sick time, and vacation requests and presents them to the General Manager.
• Prepares and files reports of accidents and injuries at the property, either by residents or staff, and updates appropriate logs.
• Confers with management and supervisors to identify personnel needs, job specifications, job duties, qualifications, and skills.
• Overall supervision of daily administrative office operations.
• Handles all covenants complaints and related issues, including all paperwork, including the scheduling of hearings.
• Work with the Election Coordinator for yearly board elections.

Regular attendance and punctuality are essential functions for the role.

Additional Duties & Responsibilities

• Practice and adhere to FirstService Residential Global Service Standards.
• Always Conduct business with the highest personal, professional, and ethical standards.
• Perform or assist with operations as required to maintain workflow and meet schedules. Notify supervisors of unusual equipment or operating problems and the need for additional materials and supplies.
• May participate in various meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems, and maintain a specified knowledge of new developments, requirements, policies, and regulatory guidelines.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Perform any special projects, tasks, and other related duties as assigned.
• Assist Operations Manager with risk management and insurance.
• Manage and engage in dispute resolution regarding insurance claims.
• Conduct investigations on safety-related incidents and company asset loss situations. Ensure that incident reports are completed, analyzed, and logged. Investigate accidents to determine the root cause of loss.
• Conducted or coordinated fire, safety, and security inspections to identify problems.
• Assist locations in identifying safety and security hazards.
• Assist HR with administering Worker's Compensation and Third-party claims with adjusters from the point of incident to ensure claims are processed and closed promptly.
• Administer and process all requests for motor vehicle Records, Worker's Compensation, Background checks, and drug testing for non-FirstService Residential associates. Review and follow up on results.
• Assist Operations Manager with claims adjusters, attorneys, and insurance agency representatives in claims and insurance issues.
• Maintains systems for timely and accurate recording of losses, claims, and other risk-related costs and experience factors. Prepare reports for others as appropriate. Recommend and document related policies or procedures to reduce incidents.
• Keeps a log with updated insurance certificates for vendors.
• Ensures insurance certificates are uploaded for home-owners.
• Manage reception and office operations.
• Responsible for Office Supply Management.
• Maintains complaints, violation letters, and records for covenants.

Supervisory Responsibility

• On-site staff where applicable including Building Service Employees.

Education & Experience

• Minimum of 3 years' experience in Management position.
• Demonstrated experience in conflict resolution and handling customer complaints.
• Experience working on multiple projects at a time.
• Strong organizational skills.
• Strong Written and verbal communication skills.
• Excellent word processing, mathematical, and computer skills required.
• Proficiency in Word, Excel, and Powerpoint.

Knowledge, Skills & Proficiencies

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Excellent organizational skills and project management
• Exceptional communication and interpersonal skills.
• Advanced written communication skills.
• Advanced Microsoft Office skills.
• Knowledge of basic accounting/budgeting procedures.
• Ability to work under pressure, to adjust to constant changes, to handle multiple tasks, and to coordinate the work of others.
• Ability to keep complex records, to assemble and organize data of complex nature, and to prepare and submit reports in acceptable formats and in a timely manner.
• Ability to conceptualize, plan and organize multiple programs and assignments effectively.
• Ability to work on complex and confidential tasks utilizing judgment, tact, and resourcefulness.
• Skill in developing and maintaining good working relationships.
• Strong organizational and leadership abilities.
• Proficiency in digital record-keeping platforms and office software.

Tools & Equipment Used

Computer and peripherals, standard and customized software applications and tools, and usual office equipment.

Physical Requirements / Working Environment

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Position involves sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying, and moving objects that can weigh up to 25 lbs or more following appropriate safety procedures. This movement can occur throughout the day. Must also be able to climb several flights of stairs if necessary.

• Must be able to drive - Some local travel by personal vehicle is required.
• Must be able to sit and stand for extended periods of time.

• Must be able to communicate both on the phone and in person with our clients in order to resolve issues and manage the business.
• Must have finger dexterity for typing/using a keyboard.
• Must be mobile enough to move around both the office in order to make copies, send mail and faxes and to walk around the property. This could include lengthy walks on uneven areas.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other associates.
• Capable of working extended hours, to include evenings, weekends, and holidays as necessary.
• This position may alternate between working indoors in a controlled climate and with proper lighting, to an outdoors setting with variable climate and lighting.
• Must be able to interact with all types of individuals, be mentally alert, detail oriented, and with good reasoning skills.
• Must be able to work on more than one assignment at a time with frequent interruptions, changes, and delays. Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances. For safety reasons, employee must remain alert to working conditions and aware of safety, health, and environmental concerns.
• Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties.

The work environment characteristics are normal office conditions for the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

Travel

N/A

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.