Manager, Rent and Lease Services

Join us at Ottawa Community Housing, where we are more than a home to about 33,000 tenants across approximately 15,000 homes. As Ottawa's largest social and affordable housing provider, ranking second largest in Ontario and fourth largest in Canada, we're committed to enhancing tenant well-being through partnerships with local service providers and support agencies.

At OCH, diversity and equal opportunities are at the core of our workplace culture. We strive to mirror the vibrant communities of our city and have been honoured as the National Capital Region's Top Employer every year since 2018.

**WE ARE PROUD BECAUSE EVERY DAY WE MAKE A DIFFERENCE**Together, we're transforming tenants' lives by “providing more than a home, because we care”.

**What we offer**:
Joining OCH means making a meaningful difference every day. We provide opportunities to positively impact your community in multiple ways. Recognizing that our employees are the cornerstone of our organization, we offer a comprehensive and competitive compensation and benefits package, flexible work options, professional development opportunities, health and wellness programs, and more.

**What we seek**:
OCH is currently seeking a dedicated Manager, Rent and Lease Services. Under the guidance of the Senior Manager, Rent and Lease Services, the Manager, Rent and Lease Services is responsible for the quality, responsive and efficient delivery of rent and lease 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, Rent and Lease Services with OCH**:
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, Rent and Lease Services, 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 indicators, and driving continuous improvement
- Oversees the effective procurement and management of contractors, consultants and suppliers that support the delivery of servi