Director Process Operations

Role impact:

The Director Process Operations will lead the programs support and sustainment within Operations to ensure processes and enabling technologies continue to deliver to the needs of Operations; by overseeing the frontline operations team (CF Connect Service Centre) who handle 2030K client interactions monthly 24 hours a day across all CF properties. The team is scalable to meet the growing demands of new properties new asset classes and new services. Also included is the leading of the Integrated Facility Services team to ensure effective and efficient internal CF office operations and services for the head office.

In addition the Director will lead all regional and national strategic (Tier 1 suppliers (currently $75100M annual spend and growing) through contract management onboarding performance management and strategic partnering to drive supplier innovation and operational efficiencies. Furthermore lead the ongoing development and ownership of the CFwide Procurement Policy and related enabling technology and processes governing over $200M of annual Operations expenses and $100M in Operations Capital spend.

What you will deliver:

National Programs Support & Sustainment

• Lead the scalable centre of expertise that manages the ongoing day to day operations and continuous improvement of processes tools and teams that deliver best in class service to our clients and internal Operations Teams including:

• • National Service Centre a centralized contact centre to manage all inbound client issues/enquiries across all CF properties managing the process from the initial contact through to issue resolution
  • National Programs providing a second level of technology and business process support to all property teams for all National Programs ensuring effective property while prioritizing continuous improvement opportunities for renewed technology training and business process changes.

Integrated Facility Services

• Providing leadership in managing head office employee facilities and enabling processes: reception mail room space management meeting room facilities/ technology health and wellness parking security office supplies and equipment

Procurement and Supplier Management

• Manage the ongoing development and ownership of the CFwide Procurement Policy and related enabling technology and processes governing over $200M of annual Operations expenses and $100M in Operations Capital spend.
• Deliver ongoing operational efficiencies in consolidating property expenditures to solicit assess and award regional and national contract opportunities targeting 5 total operating spend savings
• Manage all regional and national strategic (Tier 1 suppliers (currently $75100M annual spend and growing) through contract management onboarding performance management and strategic partnering to drive supplier innovation and operational efficiencies

Provide Operations Programs support to all CF properties ensuring teams are trained and empowered to deliver bestinclass service to all internal operational teams across all asset classes. as well as external clients (tenants users of CF Connect third party operators guests and visitors to 20 Queen).

• Identify prioritize design and execute the Continuous Improvement Roadmap for operational programs and technology platforms while ensuring alignment from the Operations Leadership Team (OLT) and other crossorganizational stakeholders (D&T Finance Internal Audit).
• Ensure that Operational programs along with related operations processes enabling technology training and property support are effective and efficient in delivering to program objectives and internal/external client expectations.
• Deliver best in class client experience by leading the scalable frontline operations team (CF Connect Service Centre) who handle 2030K client interactions monthly 24 hours a day across all CF properties.
• Provide key input and influence into the Operations multiyear strategic roadmap inclusive of validation on feasibility assessments.
• Lead interdepartmental advisory committees to identify prioritize and align on continuous improvement and enhancement opportunities with respect to all operational programs.
• Act as the internal expert / trusted advisor for operational program management and sustainment activities within CF.
• Liaise with Marketing to ensure CF Connect is leveraged effectively by these teams as they launch new products and programs.
• Lead the planning and delivery of new sustainment programs (process development support services centralized training platforms performance metrics enhancement) for Operation Services initiatives ensuring scalability and reliability.
• Manage program financials including budgets forecasts and reconciliationfor national level programs as required (centralized consolidated billing).
• Lead the management of a centralized training curriculum for program support / standard operating procedures with respect to operational programs and initiatives. Ensure consistency in program delivery and across CF Operations.

Internal Client & Vendor Management

• Develop and maintain strategic collaborative work partnerships internally (specifically Property Operations Finance Marketing D&T).
• Ongoing collaboration and alignment with VPs of Operations team and the Operations Leadership Team (OLT) in delivering to business objectives and internal client expectations
• Develop strong business relationships with vendors to ensure ongoing support competitive pricing and to leverage advice on trends / upgrades. Work with partners in exploring new opportunities to drive operational efficiencies.
• Responsible for governance of program vendors ensuring adherence to CFs security and legal standards.

What your strengths are:

• Strategic mindset and critical thinking capabilities
• Relationship management and strong stakeholder capabilities
• Strong project management and change management experience
• Strong analytical and problemsolving skills
• Quick adaptation and fast learner in acquiring new skills to keep pace with technology growth and development
• Excellent verbal and written communication skills
• Leading with both direct and indirect authority
• Customer service oriented
• Leadership and motivational skillsstrong ability to coach and mentor
• Ability to multitaskexcellent organizational and prioritizing skills
• Strong decisionmaking skills
• Good negotiating skills

What you need to succeed:

• University degree/college diploma
• ITIL certification
• Minimum 10 years experience in a fastpaced complex people intensive operations environment (e.g. real estate manufacturing retail service)
• Minimum 7years people leadership
• Minimum 5 years supervisory/management experience in call centre operations and leading significant change programs
• Minimum 2 years managing cloudbased solutionssuch as Salesforce andGoogle Apps as it relates to sustainment and continuous improvement
• Minimum 2 years in procurement and supplier management

Why you should join us:

At Cadillac Fairview we have been transforming communities for over 50 years. We are so much more than our properties. We are building leaders at all levels. We offer the challenge of interesting work a great organizational culture the opportunity to collaborate with the best in the business and support for your growth and development. We reward valuesbased behavior and superior results with a competitive rewards package that includes bestinclass benefits and pension. Imagine a place where you can make a difference!

At CF our everyday actions and critical business decisions are guided by our CF Values. Achieving results is naturally important for us and we achieve results through behaviours that are consistent with our CF Values.

Are you someone who believes in our values

• Aim Higher we strive to exceed expectations
• Own Your Expertise we empower ourselves and each other
• Collaborate Effectively we bring the right people together to get the right results
• Engage with Empathy we objectively consider the needs of others
• Embrace Change we drive learn from and adapt to change

At CF youll join a diverse community and awardwinning team where your talent and commitment to excellence are welcomed valued and respected.Were ready to meet you there are you

CF isan equal opportunity employerand is committed to creating a diverse and inclusive environment. If you need reasonable accommodation during the recruitment assessment and/or selection process please notify your CF contact or email

Required Experience:

Director