Supervisor, Operational Management

**Job Description**:
**Supervisor, Operational Management & Tenancy Supports**

**Human Services - Peel Housing Corporation**

**Regular Full Time**

**Salary Range: $86,443 to $108,052 per annum plus comprehensive benefits and vacation accrual**

**Work mode: Hybrid** _see below for more details about this work mode._

**Location**:7120 Hurontario Street, Mississauga, ON

**Hours of work**:35 hours per week

**Reports to**: Manager, Operations and Tenancy Management

**Team Size**: Oversees a team of Tenancy Support Agents

**The Role**:The Supervisor oversees the administrative and operational responsibilities that involve the management of Region of Peel and Peel Living tenants and applicants which includes coordination of special projects, the continuous refinement and implementation of business processes and corporate performance reporting on established benchmarks.

The Supervisor leads a team who provide a variety of support services to the Housing Operation and Tenancy Management and Technical Supports Units.

**What you will do in this role**:

- Leads a team through a variety of activities including recruitment, coaching, mentoring, developing job objectives, discipline, managing performance, assigning and delegating work, encouraging professional development and ensuring quality and service standards are met
- Acts as resource for staff on a daily basis, involving critical/unusual tenant or applicant situations and any escalated issues (arrears, vacancy loss, Tenant Annual Reviews).
- Responds to tenants or applicant inquiries and negotiates alternative solutions
- Leads and coordinates staff in managing vacancy loss by ensuring processes are followed and by monitoring move-out and vacancy loss reports on a regular basis
- Ensures staff resources are structured to respond to property and tenant and applicant needs, requirements and service levels
- Acts as the primary contact to ensure clear processes are in place to provide excellent customer service
- Leads in developing, identifying, and/or updating existing policies and procedures with internal partners as they relate to Housing Operations and Tenancy Management and Technical Supports
- Provides input to divisional initiatives from the Operational Management and Tenancy Supports staff perspective
- Tracks and reports on key performance indicators for the business unit.
- Supports the service delivery requirements and ensures compliance with applicable legislation as identified but not limited to the following Acts: Housing Services Act, Municipal Freedom of Information and Protection of Privacy Act, Residential Tenancy Act, Ontario Fire Code, Human Rights, Ontario Building Code
- Maintains relationships with all internal (ROP) and external partners and stakeholders
- Liaises with the Service Manager as legislative changes occur
- Leads within the Performance Measurement Framework which including; Tenant Experience and Customer Service, Healthy Organization and Governance.
- Demonstrates a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and pro-actively managing bias

**What the role requires**:

- Post-secondary diploma/degree in Human Services or related field with at least three years related experience in social housing
- At least 2 years supervisory/leadership experience; An equivalent combination of education and/or experience may be considered
- Strong knowledge of the Residential Tenancies Act and Housing Services Act and relevant Legislation including: Occupational Health & Safety Act, and the Human Rights Code.
- Knowledge of principles, practices and regulations related to Property Management.
- Working knowledge of the systems used to support the service delivery of Housing Operations and Tenancy Management and Technical Supports.
- Understanding of building systems operations and the maintenance requirements of residential rental units and capital work as related to the tenant experience.
- Working knowledge of operational budgets and finances
- Ability to travel to various Peel Housing Sites; access to reliable transportation

**Skills/Abilities**:

- Knowledge of change management principles and methodologies and the ability to lead, manage, and support change while empowering staff.
- Effective decision making capabilities and use of sound judgment to effectively manage resolve complex or sensitive issues.
- Superior leadership skills to supervise, train, recruit and motivate team to maintain a service oriented culture.
- Well-developed communication skills, both oral and written; proven ability to present to various audiences both internal and external to Peel.
- Demonstrates and fosters a holistic approach to tenancy management and building operations.
- Demonstrates superior customer service skills.
- Comprehensive Health, Dental, Vision benefit plan including psychological health (effective start date)
- Automatic enrolment into OMERS pension plan
- Accrue Vacatio