Supervisor, Administrative Services

Description

Position Summary

The Supervisor, Administrative Services is responsible for leading the Community Support Services (CSS) team and ensuring the consistent delivery of high-quality administrative support to Community Managers. This role oversees daily operations, develops team members, drives process improvements, and ensures departmental objectives align with FirstService Residential's mission, service standards, and strategic goals.

Based in Calgary, this position requires periodic travel to the Edmonton office to support Alberta operations.

Leadership & Operations

Lead the day-to-day operations of the CSS team by:

• Providing leadership, coaching, mentoring, and performance management to team members.
• Recruiting, onboarding, training, and developing associates while fostering a collaborative, accountable, and service-focused culture.
• Assigning and monitoring workloads to ensure deadlines, service standards, and regulatory requirements are consistently met.
• Reviewing and approving employee timecards and leave requests.
• Monitoring team performance through reporting tools, quality audits, and customer feedback, while implementing improvements as needed.
• Supporting departmental operations by completing CSS tickets and assisting with high-volume, complex, or sensitive work when required.

Administrative Excellence

Provide collaborative support to Community Managers by:

• Resolving administrative inquiries and collaborating with Community Managers, Operations, and leadership to deliver timely, effective solutions.
• Preparing, proofreading, and distributing professional documents using approved templates and procedures.
• Maintaining accurate records, databases, and internal systems to showcase the level of work happening within the team.
• Leading or supporting complex projects while ensuring accuracy, confidentiality, and attention to detail.

Process Improvement & Collaboration

Drive continuous improvement by:

• Collaborating with cross-functional teams and participating in projects and initiatives that support organizational goals.
• Identifying opportunities to improve efficiency, service delivery, and the customer experience.
• Developing, implementing, and refining administrative processes and best practices.
• Leading training initiatives and conducting quality assurance audits.

Professional Responsibilities

The Supervisor, Administrative Services will uphold FirstService Residential's Global Service Standards by conducting business with professionalism, integrity, and ethical judgment. This role ensures compliance with company policies and safety requirements while supporting business needs through participation in meetings, special projects, and other duties as assigned.

Required Qualifications

• High school diploma or GED.
• 3 - 5 years of office administration or operations experience.
• 3- 5 years of previous leadership or supervisory responsibilities.
• Intermediate proficiency in Microsoft Office (Word, Excel, and PowerPoint).

Above Expectation Qualifications

• Associate's or Bachelor's degree in Business, Property Management, or a related field, or an equivalent combination of education and experience.
• Experience leading a team of 5 or more.
• Typing speed of 50 WPM.

Knowledge, Skills & Competencies

The successful candidate will demonstrate:

• Strong leadership, coaching, and team development skills.
• Excellent organizational, communication, and interpersonal abilities.
• Proven problem-solving and decision-making skills with a continuous improvement mindset.
• The ability to manage competing priorities while maintaining exceptional attention to detail.
• Strong analytical skills with the ability to interpret performance metrics and drive operational improvements.
• A collaborative approach to building relationships across departments and delivering exceptional customer service.
• High levels of professionalism, accountability, adaptability, and discretion.

Travel

• Periodic travel to the Edmonton office is required.

Tools & Equipment Used:

• Computer, Keyboard
• Office Equipment including phone system, printers, fax machines, mail machines, etc.

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

• Sitting at a desk
• Use of keyboarding
• Able to lift up to 50 pounds.

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.

Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.

Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.

Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel national_recruiting@fsresidential.com.

Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at national_recruiting@fsresidential.com; we will respond in accordance with Local Law 144, within 30 days.