Manager Operations, Tenant Services

ABOUT US

Almost 1.2 million residents call York Region home making it one of the largest regions in Canada and the fastest growing with a population thats expected to grow to more than 2 million by 2041. Our geography which is comprised of about 1800 square kilometers over nine different municipalities is as beautiful interesting and diverse as our government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER

Consistently named one of Canadas Best Employers by Forbes we offer a collaborative progressive workplace that takes pride in our organizational culture and is committed to living The 13 Factors of Psychological Health and Safety in the Workplace aligned with our vision to create strong caring and safe communities both within and outside our walls.

• Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
• Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
• Benefits and Wellness - Employees and their loved ones have access to a comprehensive employer-paid benefits plan that includes extended health dental and life insurance access to a 24/7 Employee and Family Assistance Programand corporate discounts and purchase plans for day-to-day products and services.
• Inclusive and Diverse Workforce - Were committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential participate freely in society and live with respect dignity and freedom from discrimination. Our robust Inclusion Diversity Equity and Accessibility program continues to grow and has been recognized by the United Nations and many other organizations for our leadership.

ABOUT THE ROLE

Reporting to the Director Housing Operations is responsible for leading the property management program of Housing York and providing service oriented and efficient business processes in delivery of the program; providing leadership and motivation for the property management team in the delivery of quality tenant services for Housing York Inc. that build and sustain healthy communities including tenant engagement strategies fiscal management effective preventative and repair maintenance programs delivery on lease obligations and addressing tenancies challenges through supportive creative and accountable approaches to problem solving.

WHAT YOU WILL BE DOING

• Leads delivery of the user friendly tenant services and property management program for Housing York Inc. including promotion of tenant engagement leasing and lease administration supporting community partnerships proactive and responsive maintenance programs to provide safe secure and healthy housing communities.
• Supervises the Corporations conduct in relation to the Residential Tenancy Act and its appearances at Landlord & Tenant Board.
• Oversees the development and implementation of business processes that drive efficiency and value and the need for effective user friendly services.
• Assists with the strategic planning priority setting and implementation for Housing York Inc.
• Contributes to the Housing York Inc. annual business plan including identifying related key performance indicators goals objectives and determining human resources capacity; supervises delivery of related portions of action plan for achieving results including regular evaluation and reporting of targets and outcomes.
• Prepares briefing materials board reports background papers and reports on sensitive tenant relations
• Assists with strategies and policies that respond to the diversity of tenant needs such as cultural initiatives service linkages with agencies and other Regional Departments and meet the needs of tenants and the community for input into operational decisions.
• Chairs the Transfer Review Committee/Applications Review Committee; reviews and approves transfers; participates in other committees task forces and conferences as required.
• Communicates in an empathic way with tenants relating to sensitive matters customer service concerns and legal matters relating to their tenancy
• Responds to public and stakeholder inquires in a timely and sensitive manner.
• Proposes and implements customer service strategies to respond to diverse and complex external needs.
• Ensures quality assurance activities are implemented that monitor program effectiveness and support continuous improvement
• Supervises staff including recruitment selection hiring assigning work determining training and development needs conducting performance appraisals and determining/recommending disciplinary action up to and including dismissal in accordance with collective agreements Regional policies and practices.
• Assumes the functions of the Director in that persons absence as directed.
• Performs other duties as required to meet Divisional/Branch and Departmental objectives.
  

WHAT WE ARE LOOKING FOR

• Successful completion of a University Degree in Social Sciences Business Administration Urban Studies or a related discipline or a recognized property management designation by an accredited institution such as I.H.M. in the field of property management or approved equivalent combination of education and experience.
• Minimum five (5) years progressive experience in property management or project management or social science field including demonstrated managerial or leadership experience.
• Valid Ontario Class G Drivers License and reliable vehicle for use on corporate business.
• Knowledge of related legislation policies and procedures.
• Knowledge of housing programs related policies procedures and processes and the ability to understand interpret and apply related legislation.
• Knowledge of budget process and business planning.
• Leadership ability to motivate staff and foster a positive team environment.