Repost - Regional Operations Manager (Housing)

On May 5, 2021, Toronto City Council approved the creation of the Toronto Seniors Housing Corporation (“TSHC”) to provide seniors with safe, well-maintained homes and improved living conditions, services and experiences. TSHC will interact with and support senior tenants in new ways, with the goal of ensuring seniors can age in place with dignity and in comfort. On June 1, 2022, all 83 Toronto Community Housing Corporation (“TCHC”) seniors’ buildings transitioned to be managed by the new Toronto Seniors Housing Corporation. The new corporation will continue to be focused on meeting the needs of senior tenants through the Integrated Service Model.

TCHC will continue to own the buildings and be responsible for major capital. TSHC will lease the buildings from TCHC and be responsible for minor capital and maintenance. TSHC will be entering into agreements for shared services where appropriate with TCHC and TSHC will be focused on tenant facing issues, including health and social supports.

Please be advised that this opportunity is for Toronto Seniors Housing Corporation and not Toronto Community Housing

In addition to a great job opportunity to help Toronto's Seniors live with dignity and safety, Toronto Seniors Housing offers:

• Competitive Benefit Package
• Defined Benefit Pension plan with 100% employer matching
• Three weeks paid vacation and four personal days
• Employee Assistance Plan
• Fitness Membership discount
• Annual Tuition Reimbursement

This job offers the opportunity to work from an approved remote location within commuting distance of your assigned work location as part of a hybrid work arrangement. This will allow you to work part of the week on site at your TSHC designated work location and the remainder at your identified remote location. The number of days required onsite will be based on operational requirements and in alignment with the Hybrid Work Policy.

Job Summary

As a member of the extended leadership team reporting to the Director, Operations, the Regional Operations Manager is responsible for the delivery of the day-to-day operations of landlord services to those who call Toronto Seniors Housing Corporation home. These services include Property Management, Tenancy Administration, preventative Maintenance plans, Community Development and Building Cleaning.

The Regional Operations Managers leads a staff of over 60 comprised of Management and unionized staff which deliver services to 3,500 rent geared to income seniors across 20 social housing communities.

Responsibilities

Delivery of Landlord Services at the Regional Level

• Oversee a social housing portfolio of approximately 20 developments and 3750 Seniors Units
• Lead a team of 60 to 70 union and non union staff.
• Monitors and manages the region’s delivery of administrative services including arrears collection, vacancy management, rent subsidy administration, internal transfers and eviction prevention management.
• Monitors and manages the region’s delivery of building maintenance services including demand maintenance repairs, building cleaning routines, preventative maintenance checks, life safety system checks and capital repair identification.
• Monitors and manages the delivery of the Integrated Service Model (ISM), maintaining strong and positive relationships with partners that provide health and social supports.
• Ensures compliance with applicable by-laws, standards and legislative requirements including RGI administration, Residential Tenancies Act, Municipal Licensing standards and various other regulated building component authorities (e.g., ESA, TSSA, ULC, etc).

• Monitors and manages performance indicators within each service delivery channel to enable performance management of service level, service quality and process compliance at the region and individual level.
• Pro-actively manages emerging service issues and escalations that negatively impact Seniors Housing Unit Tenants, Property and/or the broader community.
• Demonstrates a value for improving the quality, efficiency, and customer experience of service through proactive management of performance.
• Responds to escalations and complaints; coordinate response actions and follow up on service failures to prevent future occurrence.
• Liaises with other divisional management teams to coordinate delivery of their respective service functions within the Seniors Housing Unit.
• Liaises directly with tenants through community meetings, service escalations and complaints to listen to issues and ideas; responding accordingly and taking action where required.
• Represents the corporation in the Landlord and Tenant Board as required.
• Financial Management

• Oversees a corporate budget of over $6M+ annually
• Monitors cost performance, cost drivers and cost variance at a regional level in conjunction with building performance metrics to contribute to the development of accurate operational budget forecasts on an annual basis.
• Identifies critical property management issues and concerns in support of business case development.
• Monitors actual cost performance for variance from budget; analyzes trends towards developing responsive management actions plans on a monthly and quarterly basis.
• Develops operational management plans to continuously explore alternative service delivery changes and cost management exercises focused on increasing revenue, reducing cost, optimizing investment and mitigating organizational risk.
• Appropriately prioritizes building investment decisions through demonstrated analysis and sound judgement.
• Complies with defined financial accounting practices, corporate purchasing policies and related operational business process standards.

Leadership

• Manages a diverse, multi-disciplinary team of Community Housing Supervisors, Building Maintenance Coordinators, Tennant Engagement and Services Supervisors, and administrative staff.
• Drafts performance plans at a role and individual level to govern service delivery; assesses targets and measures achievement with continuous performance management.
• Effectively develops Seniors Housing Unit staff through appropriately tailored succession plans; provides support and resource to professional growth.
• Fosters an environment of organizational development among frontline staff; monitors succession plans; participates in coaching and mentoring activities.
• Builds and nurtures a tenant-focused and performance excellence culture through communication, coaching and fair/equitable treatment of staff; promotes workplace diversity, home-work life balance and a safe workplace.
• Adheres to established Human Resources policies and procedures.

Business Planning and Continuous Improvement

• Actively supports the implementation of the integrated service model through participation in project-based initiatives and providing leadership of change management activities relating to operational service delivery.
• Develops annual business strategies to translate corporate objectives defined within the organization’s strategic plan into business unit plans.
• Participates in cross-functional project teams in the planning and implementation of strategic initiatives deployed into operations; occasionally taking ownership of project deliverables.
• Continuously communicates strategic direction to the staff to align on-going operational service delivery management to the integrated service model.

Qualifications

• Post-secondary education in Business Administration and/or Property Management and/or Facilities Management.
• 7-10 years of experience as a District or Senior Manager within a multi-residential property management provider, serving marginalized communities.
• Certified Property and/or Facilities Management Training is an asset.
• Knowledge of the principles and practices related to the delivery of property management services including legal (Landlord and Tenant Board), human resources, community safety, property maintenance, administration, financial management and the principles of serving senior adults in a community development framework.
• Knowledge of Toronto Seniors Housing programs, policies and core values, as well as program related legislation, standards and guidelines to promote compliance with applicable by-laws, standards and legislative requirements.
• Knowledge of and experience with managing large budgets with firm knowledge of financial practices and principles.
• Excellent Customer Experience Management.
• Superior people management experience.
• Ability to work under pressure and manage concurrent projects within short time constraints.
• Ability to critically think and problem solve.
• Excellent written and verbal communication skills.

Job Type: Full-time

Salary: $133,756.00-$160,508.00 per year

Benefits:

• Company pension

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Etobicoke, ON M8V 3V6