Senior Manager, MasterCare

September 7 2020
Industries Real Estate
Categories Civil engineering, Construction, Structure, Construction, Quality, Test, Inspection, Trades, Technicians, Construction
Calgary, AB

Purpose:

The Senior Manager, MasterCare leads and oversees the MasterCare team to ensure the highest level of customer satisfaction while upholding all of Minto’s core values.

Key Responsibilities and Accountabilities:

MasterCare

  • Ensures the builder complies with all current warranty program procedures and guidelines in a timely and accurate fashion;
  • Conducts random pre-close house inspections to ensure workmanship and finishes meet standards;
  • Participates in the design, rollout and implementation of special projects;
  • Maintains a culture of quality workmanship within the department and with trades when resolving warranty claims;
  • Accountable for achievement of Calgary MasterCare performance targets as set out in the Business Plan;
  • Accountable for ensuring alignment with construction across sites;
  • Reviews and tracks trends in home buildings, and implements action plans and solutions when required;
  • Develops Customer Service excellence procedures to be shared with trades;
  • Reviews and approves work orders, invoices, back charges and cheque requisitions coming from all inspectors and trades;
  • Acts as a representative for Minto on legal issues when going to arbitration and/or small claims court when required;
  • Accountable for ensuring MasterCare adheres to health and safety standards and a healthy, safe work environment;
  • Reviews and modifies warranty program in accordance with Warranty program guidelines as required;
  • Assists in decision making as it relates to the Alberta Building Code and quality control issues;
  • Reviews any escalated issues or after hour emergencies for home owners when required;
  • Assesses recommendations made by MasterCare staff and the evaluation of business partners;
  • Provides performance summaries and recommendations to the VP of Construction on home owner or customer service issues;
  • Addresses all escalated MasterCare issues including representation at conciliations if necessary;
  • Develops business intelligence and the customer experience;

Management and Leadership

  • Builds, manages, and maintains a high performance team through effective talent recruitment, coaching, and development;
  • Sets high standards, establishes accountabilities and measures performance consistent with Minto’s Values;
  • Hires staff, conducts performance management and salary reviews for team;
  • Other duties within the scope, spirit and purpose of the job, as requested by management.

Technical Competencies:

Education: University Degree or a College Diploma.

Experience: A minimum of ten (10+) years of relevant work experience leading a team with previous experience in residential construction, warranty and/or customer service.

Specialized Skills, Knowledge and Abilities:

  • Microsoft Office, Outlook
  • Customer Service Focused
  • Problem Solving
  • Good Judgment Skills
  • Communication (verbal, listening, written)
  • Persuasion and negotiation skills
  • Strong interpersonal skills
Apply now!

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