Manager, Tenancy Administration

2 weeks ago

Ottawa, Canada Ottawa Community Housing Full time

**Who we are**:
Ottawa Community Housing Corporation (OCHC) is the largest community housing provider in Ottawa and the second largest in Ontario. We are a non-profit organization providing social and affordable housing to more than 32,000 tenants within various communities. We aim to be a leader at providing safe and affordable homes to tenants in our communities in the City of Ottawa.

OCHC has been recognized as one of the **National Capital Region’s Top Employers for six years in a row** due to its innovative and proactive programs on diversity, equity, and inclusion, employee health and wellness and corporate culture.

OCHC is committed to creating equal opportunities for all employees and celebrates the diversity of its workplace as it mirrors the diverse communities within our beautiful city. By working together, we foster the growth of our team as well as the communities we serve.

**WE ARE PROUD BECAUSE EVERY DAY WE MAKE A DIFFERENCE**

**What we offer**:
Being an employee of OCHC you will have the chance to **make a positive impact where it matters** and help **your** community in more than one way On top of that, you will have access to a **comprehensive and competitive compensation & benefits package, flexible work options, professional development, health & wellness programs and more**

**What we seek**:
OCHC is currently seeking a dedicated Manager, Tenancy Administration. Under the guidance of Senior Manager, Tenancy Administration, the Manager, Tenancy Administration is responsible for the quality, responsive and efficient delivery of tenancy administration services and office administrative processes and functions. The Manager oversees rent and income reviews, unit rentals, the collection and resolution of tenant debts and the delivery of services that support successful tenancies.

Manager, Tenancy Administration** with OCHC**:_ _

The Manager plays a central role in shaping a positive tenant experience and the delivery of a high standard of customer service. The Manager oversees the operation of the assigned work unit, including managing financial resources and providing overall supervision and direction to assigned staff and driving continuous improvement.

**As a **Manager, Tenancy Administration**, some of the things you will do include**:
Manages the marketing, allocation and leasing of vacant units to eligible individuals in accordance with statutory requirements, relevant policies, procedures and targets
- Manages processes related to tenancy administration, including income reviews, rent calculations, transfer requests and appeals, and internal reviews
- Manages effective collections processes and the proactive prevention and resolution of tenant debt related to rent, utilities, maintenance and other charges
- Manages processes and decisions related to the termination of tenancies and approves the escalation of matters to the Landlord and Tenant Board
- Monitors, reports on and provides recommendations regarding at-risk tenancies
- Monitors occurrences and ensures timely response to contacts and follow-ups
- Monitors, investigates and ensures the response to tenant inquiries and complaints, referring to other resources as required and ensuring appropriate documentation and timely follow-up
- Engages tenants and provides information, education and support on a range of community and corporate issues, initiatives and activities, contributing to a positive tenant experience through effective and compassionate tenant interactions and the delivery of a high standard of customer service
- Oversees the review and handling of claims of fraud, waste and misuse, assigning staff to review claims, escalating significant claims and ensuring appropriate documentation
- Supports the development, implementation and adherence to policies and procedures
- Reviews, monitors and makes decisions for the allocation of subsidies based on registration and program constraints including the removal of subsidy
- Ensures cross functional collaboration between staff including the identification and sharing of best practices
- Liaises with and acts as the main point of contact for designated partner agencies, ensuring the appropriate review and response to requests
- Supports the preparation of and manages assigned budget, monitors expenditures, ensures the timely validation and approval of expenses, and ensures costs are controlled
- Provides leadership and overall management of staff within areas of responsibility, including assigning, monitoring and evaluating work, setting work plans, priorities and expectations, coaching, developing and motivating staff, and ensuring effective service delivery
- Identifies, plans for and manages human resources needs for assigned area of responsibility, including hiring, termination, discipline, investigations and grievances
- Manages the effective and efficient operation of areas of responsibility, monitoring, reporting and adhering to targets and performance indicat

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