Housing Operations Analyst

2 weeks ago

Newmarket, Canada York Region Full time

**Job Description**:
**POSITION PURPOSE**
Reporting to the Manager, Operations Housing York Inc. (HYI), is responsible for researching, evaluating and analyzing services and programs in order to identify best practices and provide continuous service improvements in line with Housing York’s Strategic Plan; developing and implementing new service initiatives; strengthening processes, services, systems and technology and supporting managers in leading these changes; ensuring continuous feedback and quality assurance mechanisms to increase reliability and consistency in the delivery of service standards across the organization; facilitating training and coaching to ensure HYI delivers the best possible products and services to tenants and; coordinating and participating in cross-functional project teams to implement services and programs.

**MAJOR RESPONSIBILITIES**
- Analyzes the current delivery and operation of products and services including process mapping existing standard operating procedures.
- Engages with HYI stakeholders, management, staff and tenants to collect feedback and requests, and analyzes and reviews the delivery of products and services to determine product and service gaps.
- Recommends, develops and implements programs to improve service efficiency.
- Recommends, develops and implements operational standards, procedures and policies to achieve optimal level of customer service levels and objectives.
- Develops business cases for proposed delivery models and plans for their implementation and operation.
- Facilitates training on new processes and procedures.
- Researches products, services and social housing issues; analyzes and evaluates best practices to develop Housing York’s policies and procedures.
- Prepares briefing notes, background information, reports and presentations for management.
- Responds to inquiries and resolves concerns, as appropriate.
- Conducts stakeholder and community consultations with tenants and staff.
- Performs other duties as assigned, in accordance with Branch and Department objectives.

**QUALIFICATIONS**
- Successful completion of a University Degree in Social Science, Social Work, Planning and Urban Studies, Business/Public Administration or a related discipline or approved equivalent combination of education and experience.
- Minimum three (3) years experience working in a social service or housing environment with responsiblities for planning, policy/program development, analysis, program and project management.
- Demonstrated knowledge of social research and evaluation methods, including preparing detailed reports and proposals.
- Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership.

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