Senior Tenant Services Specialist

Established in 1993, ABNA Investments Ltd. is the real estate division of the Doornekamp Group of Companies. We develop and manage commercial and residential real estate in premier locations, balancing respect for history with innovative design and disciplined property management – with a long-term commitment to quality, stewardship, and community value. We take pride in owning and operating distinctive, well-maintained properties while delivering exceptional service to our tenants and fostering long-term relationships within the communities we serve.

About this Opportunity

The Senior Tenant Services Specialist is responsible for the day-to-day property management and tenant service functions across ABNA Investments Ltd.’s real estate portfolio. Reporting directly to the Vice President, this position takes ownership of tenant relationships, lease and property administration, rent rolls, operating cost recoveries, property financial matters, service contracts, tenant and building improvement projects, and other day-to-day property management activities.

The Senior Tenant Services Specialist serves as a primary point of contact for tenants on property, lease, financial, and service-related matters and is expected to independently assess issues, coordinate appropriate internal and external resources, and follow matters through to resolution. The position collaborates closely with the Tenant Services Coordinator, Building Operations team, accounting personnel, contractors, consultants, and other stakeholders to ensure properties are professionally managed and tenants receive responsive, consistent, and high-quality service.

The role also plays an important part in strengthening ABNA’s property management systems, processes, reporting, and service standards as the portfolio grows. The successful candidate will demonstrate strong commercial judgment, financial and administrative capability, initiative, organization, and relationship-management skills, with the ability to independently manage competing priorities and recognize matters requiring escalation to the Vice President.

Key Responsibilities

the Senior Tenant Services Specialist will be responsible for, but not limited to:

• Take ownership of day-to-day property management activities across the Company’s real estate portfolio, ensuring tenant needs, property issues, administrative requirements, and outstanding matters are appropriately prioritized and resolved.

• Serve as a primary point of contact for tenants on property, lease, account, operational, and service-related matters, building strong relationships through responsive communication, regular follow-up, and property visits.

• Oversee tenant onboarding, occupancy, and ongoing tenant requirements, including move-ins and move-outs, access, signage, documentation, inspections, deficiencies, and lease compliance.

• Maintain accurate and current lease and property records, including rent rolls, lease abstracts, tenant information, rentable areas, rental rates, additional rent, security deposits, critical dates, renewal options, escalations, and other material lease information.

• Monitor lease expiries, renewals, options, rent escalations, and other critical dates, providing timely reporting and supporting the Vice President with renewal and occupancy decisions.

• Administer annual operating cost and additional rent processes, including budget inputs, recovery calculations, tenant adjustments, annual reconciliations, supporting schedules, and related tenant communications.

• Monitor tenant accounts and property financial matters in coordination with Accounting, including receivables, arrears, deposits, credits, invoices, expense allocations, and other account-related issues.

• Prepare regular property management and portfolio reporting, including occupancy, vacancy, lease expiries, arrears, additional rent, property issues, projects, and other relevant performance information.

• Coordinate property operations and maintenance activities with the Building Operations team, ensuring service requests, deficiencies, repairs, tenant impacts, and outstanding matters are communicated, tracked, and followed through to completion.

• Lead or coordinate assigned property improvement and tenant projects, including scope development, budgeting, procurement, scheduling, contractor and consultant coordination, tenant communication, progress tracking, deficiencies, and project close-out.

• Manage assigned vendor and service-provider relationships, including procurement, tendering, contract administration, performance monitoring, service levels, costs, and opportunities for improved service or operating efficiency.

• Support commercial leasing, renewals, expansions, relocations, and other occupancy matters, including vacancy information, property tours, prospective tenant documentation, proposals, Letters of Intent, lease documentation, amendments, and transition to occupancy.

• Identify and address emerging tenant, property, leasing, and operational issues, escalating material financial, legal, operational, leasing, or reputational matters to the Vice President as appropriate.

• Develop and improve property management processes, systems, and reporting, including policies, procedures, templates, checklists, workflows, records, and systems that improve consistency, accountability, and visibility across the portfolio.

• Provide guidance and support to the Tenant Services Coordinator and other team members, while maintaining confidentiality and exercising sound judgment when handling tenant, legal, financial, leasing, and Company information.

• Perform other property management, leasing, operational, and administrative duties consistent with the scope and purpose of the position, as assigned.

Qualifications/Experience

• Post-secondary education in Business Administration, Real Estate, Finance, Property Management, or a related discipline is preferred. An equivalent combination of education and directly relevant experience will be considered.

• Three (3) to seven (7) years of progressively responsible experience in commercial property management, property administration, asset or facilities administration, commercial real estate, or a related field is preferred.

• Demonstrated experience managing tenant relationships and independently resolving property, lease, service, or account-related matters.

• Experience with commercial lease administration, including rent rolls, lease abstracts, critical dates, rent escalations, operating cost recoveries, and tenant documentation.

• Experience preparing or administering operating cost budgets, additional rent reconciliations, property budgets, accounts receivable, or other property-level financial reporting is strongly preferred.

• Proficiency with Microsoft Office Suite, particularly Excel, Word, Outlook, and Teams, and the ability to effectively learn and utilize property management, accounting, work order, and other business systems.

• Professional, approachable, responsive, and service-oriented manner, including the ability to remain composed and solutions-focused when dealing with complaints, disputes, competing interests, or time-sensitive property matters.

At Doornekamp Group of Companies, we believe diverse perspectives strengthen our organization. We are committed to building an inclusive and accessible workplace and encourage applications from all qualified candidates, including women, Indigenous Peoples, racialized individuals, persons with disabilities, and members of the 2SLGBTQIA+ community.

We believe hiring should be personal. We may use AI-assisted tools to support parts of our recruitment process, but our approach remains focused on understanding candidates’ skills, experience, and potential to find the right fit for our team.

Contact [email protected] for further details or regarding any accommodation required to participate in the hiring process. The Doornekamp Group of Companies is committed to inclusive and equitable employment practices. We are happy to provide accommodations throughout the hiring process upon request.

Upon receiving a conditional offer of employment, candidates will be required to provide the certificates of qualifications, professional references, and the successful completion of a background check conducted by a third-party provider.

Applicant screening and interviews will be underway throughout the posting period.

We thank all applicants for their interest. Only candidates selected for an interview will be contacted.