Senior Manager, MasterCare

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


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:


  • 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! network