Director, Tenant Services Jobs

Windsor Essex CHC provides well-maintained, safe and affordable community housing in a respectful and fair manner. We are leaders in the housing sector and contribute to the development and support of strong communities in the City of Windsor and County of Essex.

The ideal candidate will be confident, professional, optimistic and energetic, and have the ability to motivate others. The Director, Tenant Services will be committed to our corporation and its values, with a genuine desire to put our customer first. Incumbent must be a self-starter and will be required to work with a high degree of independence utilizing tact and good judgement in the communication and processing of information.

Reporting to the Chief Tenant Services Officer and is responsible for CHC’s Property Management portfolio. The Director, Tenant Services, is responsible for leading the property management department of CHC and providing service oriented and efficient business processes in deliver of all services; providing leadership and motivation for the property management team in the delivery of quality tenant services that build and sustain healthy communities, including tenant engagement strategies, fiscal management, strategy development, implementation and oversight of improvement initiatives and key performance indicators, delivery on lease obligations and addressing tenancies challenges through supportive, creative and accountable approaches to problem solving.

The role will also work with departments across the organization to improve the systems and processes that support service delivery and will lead initiatives that help the Chief Tenant Services Officer and the organization focus on improving tenant satisfaction. It will also lead operational strategy development and oversight to lead to service improvements and enhancements for the operations division.

Primary Responsibilities:

• Provide business leadership to the development of enhancements to address continually changing business needs and improve the effectiveness of Community Housing programs in support of service delivery within the region.

• Facilitate communication to District staff on changes to policy, business process, system process and/or business tools.

• Lead the development of new procedures, policies, planning and development strategies related to the operations divisions.

• Analyze data and trends and implement changes that will strengthen process.

• Develops and executes strategies to effectively deliver business objectives including program efficiency, compliance, and quality.

• Works with internal and external stakeholders to improve service delivery to WECHC tenants and stakeholders.

• Leads a concerted effort to improve the Operations Division delivery of service to WECHC’s internal and external customers.

• Works with divisions across the organization to improve the systems and processes that support service delivery.

• Identifies business processes and system improvements that can increase tenant satisfaction and engagement, lower cost, and improve quality.

• Oversee optimization of property management software (Yardi) to drive meaningful improvements in service delivery.

• Identifies barriers and inefficiencies in services and oversees the implementation of solutions.

• Ensure service standards are established, standardized, and communicated for all service delivery areas.

• Establish service levels and business reporting at an aggregate and individual level to measure performance and compliance in a timely manner.

• Draft Executive and Board level reporting as required.

• Ensure staff performance outcomes are in alignment with the corporation and strategic plan, including the development of succession plans, training plans, and setting performance indicators for staff.

• Work in collaboration with Tenant Services Managers to ensure the efficient operation, maintenance and repair of properties including compliance with government regulations, maintenance/life safety standards and sourcing cost effective ways to operate.

• Develop, manage, and be accountable to the annual Material and Services budgets for three funding models in a decentralized Property Management business model.

• Work with the District Managers, Community Relations Workers and Asset Management staff to ensure superior tenant relations through personal contact and excellent customer service.

• Knowledge of social housing programs, related policies, procedures and processes and the ability to understand, interpret and apply related legislation.

• Lead and motivate staff and foster a positive team environment.

• Interact and effectively communicate financial performance, property operations, and staffing and tenant relations.

• Responsible for analyzing monthly financial statements and preparation of monthly management reports; review and ensure tenant billings and year-end adjustments are correct and conform to the lease.

• Participate, promote and support community events in the portfolio with tenants and staff.

• Provide input into tendering were applicable, recommend and oversee the delivery of service contracts.

• Supervise and/or develop appropriate operating procedures for the properties ensuring legislative or regulatory requirements are adhered to and emergency response procedures are regularly updated.

• Regular site visits to all locations.

• Develop a system of key performance indicators, and ensure benchmark targets are being met and actively monitored.

• Other related duties as required from time to time.

• The Director, Tenant Services will work in collaboration with the Chief Tenant Services Officer, and other members of the Senior Team. The role will act on behalf of the Chief Tenant Services Officer when assigned. This role will work with a high degree of autonomy, will stay current with the changing technological environments, and will lead by example by modelling the behaviours we seek in all employees, including ongoing coaching and learning.

Requirements:

The Director, Tenant Services must be a team leader with a collaborative approach adept at building relationships and developing a culture of respect and accountability.

• University/College degree in a relevant discipline such as public administration, business administration, management, etc.

• 5+ years of experience in a senior leadership or managerial capacity.

• Knowledge of and demonstrated ability in corporate core competencies including customer service, communication, team work, initiative/self-management and accountability and flexibility/adaptability.

• Management competencies including collaboration, strategic thinking, results/achievement focus, human resources management, leadership, financial management, business planning, decision making/judgment, representation and professionalism and job knowledge.

• Knowledge of social housing programs, related policies, procedures and processes and that ability to understand, interpret and apply related legislation is an asset.

• Effective communication skills (verbal and written) appropriate for a senior leader, including political/organizational acuity, and the ability to foster effective relationships.

• Proven ability leading and managing staff within diverse multi-disciplinary teams and demonstrated success as a collaborator. This includes demonstrated interpersonal, teambuilding and mentoring skills.

• Able to allocate one's time effectively, work under pressure and manage tight deadlines; able to handle multiple demands and competing priorities, adapt to new ideas and constant changes; able to cope with changing client needs and deliver successful results within agreed upon timeframes.

• Demonstrate sound judgment and the ability to delegate.

• Experience creating and managing budgets with a demonstrated knowledge of fiscal management and responsibility.

• A well-defined sense of diplomacy, solid negotiation, conflict resolution, and people management skills.

• Ability to work with outside agencies, city staff and foster relationships with key outside personnel.

• Effective attention to detail and a high degree of accuracy.

• Demonstrated commitment to work under pressure, ability to prioritize, organize and manage multiple projects and demands, and ability to be flexible to achieve organizational goals.

• High level of integrity, confidentially, and accountability.

• Sound analytical thinking, planning, prioritization, and execution skills.

• Ability to supervise in a unionized environment.

• Ability to work outside of normal business hours, as required.

• Demonstrated proficiency in Microsoft Office and the ability to utilize custom software.

• Possession of a valid Ontario Driver’s Licence class “G”, current valid insurance, and the use of a personal vehicle.

CHC is an equal opportunity employer servicing our diverse communities. We welcome and encourage applications from individuals from all groups, including aboriginal, women, visible minorities, and persons with disabilities, regardless of race, ethnicity, sexual orientation, creed, family status, national origin, age and gender.

Although we appreciate all applications, only those selected for an interview will be contacted. The successful candidate will be required to supply a current satisfactory criminal reference check, including a vulnerable sector check, if applicable, before work can commence.

Applications must be received by 11:59 p.m., May 10, 2023