Relationship Manager

2 days ago

Toronto, Canada Toronto Community Housing Full time

**Make a difference**

The Relationship Manager is the single point of contact and liaison between the Regions/Seniors Housing Unit (SHU) and Facilities Management (FM) on all aspect of facilities management including, but not limited to project design, construction, and consultation as well as preventive maintenance issues.

This role is accountable for building strong relationships and partnership at all levels of TCHC to enhance the tenants’ quality of life and provide effective tenant supports during the delivery of capital repair work including resolution of any tenant concerns related to capital repair work.

The incumbent also provides leadership within the Capital Engagement team to identify, plan and execute initiatives to improve supports for tenants and staff when capital projects are taking place in their homes. TCHC’s Capital Repair Budget is $350M for 2021.

The role is accountable for ensuring Regional/SHU staff are provided with access to the information and data they need with respect to all Facilities Management items.

**What you’ll do**
- Single Point of Contact_
- Manage the relationship between the Facilities Management division and Regional/Seniors Housing Unit teams
- Act as the Single Point of Contact for all Regional/Seniors Housing Unit questions regarding all Facilities Management activities by having an in-depth understanding of all Facilities Management departments and activities
- Facilitate regular update meetings with Regional/Seniors Housing Unit teams to:

- Answer all questions related to Facilities Management’s and its activities and services
- Resolve and respond to tenant concerns related to Facilities Management’s activities
- Plan and review incoming capital repair projects
- Tenant Engagement_
- Develop and implement effective tenant engagement strategies around capital repair projects.
- Provide optimal customer services to tenants and other business units.
- Respond quickly and appropriately to urgent issues, executive requests and other escalations as they arise.
- Establish, monitor and report on client service levels with the aim of successfully meeting division goals and objectives.
- Coordinate with Regional/Seniors Housing Units teams regarding disruptions to tenants during ongoing construction. Work with teams to minimize the impact to tenants
- Attend/organize public meetings as needed which may occur during evenings and weekends.
- Attend pre-construction conferences, progress meetings and relay tenants’ concerns to all stakeholders.
- Service Delivery_
- Respond quickly and appropriately to urgent issues, executive requests and other escalations as they arise.
- Establish, monitor and report on service levels with the aim of successfully meeting division goals and objectives.
- Ensures execution of Facilities Management best practices in operational management.
- Coordinate with others to promote and deliver quality services across the portfolio by monitoring projects and liaising with clients and contractors.
- Effectively coordinate Facilities Management business units to ensure that exemplary and seamless services are provided to the clients in a cost effective manner.
- Present ad hoc status reports as necessary to keep customer management conversant on updates.
- HR and Administrative Oversight_
- Ensure the provision of pro-active, high quality service delivery within the unit.
- Build a high impact, high performing and collaborative team in order to successfully execute the team goals.
- Effectively lead, guide, coach and mentor all direct reports, so that they, in turn, can effectively lead their direct reports.
- Promotes the Toronto Community Housing Culture Model within the Unit
- Manage a team of union and non-union staff to deliver service that meets the established standards, metrics and targets
- Coach and train staff ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning. Build and nurture a culture of tenant-centric performance excellence through communication, coaching and fair/equitable treatment of staff; promoting a safe, respectful, diverse and inclusive workplace.
- In collaboration with Human Resources, contribute to the resolution of labour relations matters including discipline, grievances and union partner relationship management.

**What you’ll need**
- Experience in the development, analysis and justification for replacements of building components or systems, capital improvements and providing input into building capital planning need
- Strong communication and facilitation skills required to advise and influence client
- Strong listening, verbal communication, writing, conflict resolution and presentation skills
- Project management experience with proven track record of seeing projects from inception to completion
- Excellent troubleshooting skills
- Ability to read and understand construction documents and other technical documentation
- Capable of coo

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