Peterborough Housing Corporation Job Description

Transcription

1 Peterborough Housing Corporation Job Description JOB TITLE: Director of Operations EFFECTIVE DATE: November 2018 GROUP: Non Union JOB CLASS: Executive Team DIRECTLY RESPONSIBLE TO: General Manager/CEO MAIN PURPOSE Reporting to the General Manager/CEO, the Director of Operations will provide direction and leadership to a highly effective team for the planning, development and implementation of all activities related to the Peterborough Housing Corporation s real property assets and resident services. This position s commitment is to ensure the successful delivery of all matters pertaining to the delivery of strategic priorities related to assets as outlined in the Strategic Plan as well as the Capital Financing and Community Revitalization Plan. The Director of Operations is responsive to service demands and will drive continuous improvement, including the identification and measurement of performance indicators. This position will ensure client satisfaction in the delivery of resident services, efficient management of the entire housing portfolio and the integration of community resources. This position will ensure the provision of client services that link housing and community with the goal of enhancing the client experience and providing effective problem solving based solutions to complex issues. The Director of Operations is an integral part of the Executive Team and performs a wide variety of complex senior management duties inclusive of direct leadership of both the Asset Management and Resident Services teams. Leading a team of management and bargaining unit staff, this position will manage a large budget, work in collaboration with staff, tenants, politicians, the Service Manager, and act as a liaison for the Asset Management and Resident Services departments, with other departments and external partners. KEY RESPONSIBILITIES 1. As a member of the Peterborough Housing Corporation Executive Team, the Director of Operations will support the General Manager/CEO in providing strategic leadership and management of both Peterborough Housing Corporation s real estate portfolio of social, affordable and market units, and program and policy issues for the organization from a resident services perspective. 2. Contribute to the development of the organization s strategic and modernization plans, including translating these plans into performance management and operational work plans. 3. Play a prominent role in managing new construction, capital renewal and renovation projects, including establishing standard requirements, business case development, project development and collaboration with both internal and external stakeholders to ensure the needs of the corporation are met. 4. Ensure the effective implementation of organization-wide policies and programs in keeping with current practice. (e.g. customer service, financial/budget management, knowledge and information management, attendance management, performance management, succession planning, and changes to the service delivery model etc.).

2 a. Ensure communication of corporate policies and programs within the Asset Management and Resident Services Departments. b. Ensure departmental staff understand their role in supporting and adhering to corporate policies and programs. c. Advocate and promote the importance and benefit of corporate and departmental policies and programs. d. Implement and monitor performance measures to ensure the effective implementation of corporate policies and programs within the Asset Management and Resident Services Departments. 5. Contribute to the development and implementation of short and long-term strategic plans for the Departments. a. Ensure ongoing alignment of departmental goals with the direction and priorities of the organization. b. Develop and establish long-term goals, objectives, and commitments for the Asset Management and Resident Services Departments, based on projected organization-wide priorities and changes in service delivery; changing demands of customers and other stakeholders; ongoing environmental scans and trends/risk analyses; and anticipated changes in legislation and/or governance. c. Develop the Asset Management and Resident Services Department s annual work plans, expected outcomes, performance measurements, budget (capital and operating), and strategies to achieve the Asset Management and Resident Services Department s longer-term goals and objectives. d. Make changes to the overall business plan and adapt strategy in response to changing organizational priorities and/or external influences. e. Identify and capitalize on opportunities through effective risk-management (e.g. cost-benefit and return-on-investment analyses). f. Seeks innovative solutions that make efficient use of the organization s resources. 6. Lead a team of management and bargaining unit staff to strategically integrate customer service, property operations, business/financial performance and asset management of Peterborough Housing Corporation s real estate portfolio. Ensure and lead a positive, supportive, and safe workplace culture within the Asset Management and Resident Services Departments. a. Set departmental performance objectives and indicators and ensure the ongoing monitoring, measurement, and feedback to staff regarding the overall performance of the Asset Management and Resident Services Departments. b. Ensure effective communication and information sharing to all Asset Management and Resident Services Department staff of pertinent decisions, directions and rationale. c. Ensure the effective utilization of the Asset Management and Resident Services Department s staffing resources and an appropriate and adequate level of resourcing for day-to-day and annual work plan priorities. d. Identify Asset Management and Resident Services Department staffing requirements and recommend staff levels to manage ongoing changes in service delivery. e. Ensure effective recruitment, selection, training, coaching, motivating, and disciplining of Asset Management and Resident Services Department staff. f. Identify, encourage, facilitate and support opportunities for staff development and promotion. g. Ensure and facilitate positive labour relations within the Asset Management and Resident Services Departments, through the effective, fair, and consistent application and administration of applicable Collective Agreements and workplace policies. h. Participate in contract negotiations with the various bargaining units, if requested. i. Ensure that the operations of the Asset Management and Resident Services Departments are in adherence to the statutes and regulations of the Occupational Health and Safety Act, RSO 1990, and all other relevant employment and labour legislation. November 2018 Director of Operations Page 2 of 8

3 7. Ensure the effective ongoing management and control of the Asset Management and Resident Services Department s financial processes, practices, and activities. a. Prepare, monitor and control the Asset Management and Resident Services Department budget. b. Ensure the Asset Management and Resident Services Department s budget adequately reflects resource requirements for annual work plan and long-term objectives. c. Ensure an effective and strategic allocation of resources within the Asset Management and Resident Services Departments. 8. Ensure effective representation and promotion of the Asset Management and Resident Services Departments and its programs and services. a. Represent the Asset Management and Resident Services Departments and their programs and services to the community at large through speaking engagements, press releases, and response to questions and inquiries from the media and general public. b. Build internal and external partnerships and seek opportunities to achieve mutual gains through shared learning, service delivery, tools, and/or resources. c. Seek and share information within and across organizational and departmental boundaries. d. Represent the Asset Management and Resident Services Department s activities and projects to the General Manager/CEO and Board of Directors, if requested. e. Regularly attend management meetings to present reports and recommendations, to respond to questions from the broader management team related to areas of responsibility, and to keep abreast of organization-wide initiatives, issues and priorities. f. Provide regular updates and briefings to the General Manager/CEO on Asset Management and Resident Services Department issues, initiatives, and progress. g. Represent the Asset Management and Resident Services Departments at various committee, board and inter-governmental functions as necessary or as directed by the General Manager/CEO. 9. Lead and implement a continuous improvement process for the Asset Management and Resident Services Departments to ensure optimal service delivery to customers. a. Ensure that needs assessments to identify customers needs and wants as they relate to the Asset Management and Resident Services Departments programs and services are done regularly. b. Ensure the delivery of a high standard of customer service and positive tenant experience. c. Identify, analyze, and investigate Asset Management and Resident Services Department related trends, technological advances, best practices, and opportunities. d. Research, recommend, develop and promote new and innovative ways to provide the most effective level and method of service delivery and to satisfy demands in the most cost effective manner. e. Identify and implement standards, benchmarks, and related performance measures. f. Identify, advocate, and enforce parameters for service, and service standards. g. Liaise with experts and specialists in the field. h. Participate on various committees, boards, and special projects. 10. Demonstrate a dynamic, strategic and winning approach to leadership within all activities, interpersonal relationships, and decision-making opportunities. a. Create and facilitate opportunities for encouragement/empowerment for the development of staff. b. Facilitate and advocate the promotion of a positive organizational image through personal and professional communications. c. Demonstrate commitment to continuous learning by providing educational opportunities for Asset Management and Resident Services Department staff. d. Provide effective leadership by personally demonstrating the organizational values and behaviours. e. Implement departmental decision-making processes that promote consultation/collaboration where applicable. f. Facilitate and encourage innovation by providing an environment that supports and recognizes creative thinking and calculated risk taking. November 2018 Director of Operations Page 3 of 8

4 g. Promote and model an interest based, solutions centered approach to problem-solving and conflict resolution. h. Identify opportunities for formal celebrations of team success and personal achievements. i. Plan and implement a strategy for personal appraisal and personal/professional growth and development. j. Develop a formal evaluative process for identifying past and current practices and the incorporation of new best practice standards. KEY OPERATIONAL RESPONSIBILITIES 1. Manage and lead the development and delivery of the programs and services of the Asset Management and Resident Services Departments. a. Provide direction to department staff relating to policy decisions, appropriate procedures, administration of contracts, and general operations of the corporation. b. Ensure that the departments maintain or improve functional and physical condition of housing properties through the appropriate and diligent expenditure of Capital and Operating funds. c. Ensure the departments manage repairs and improvements by obtaining goods and services through a variety of technical contracts in areas such as electrical, mechanical, structural, architectural etc. d. Ensure that the departments identify, prioritize, plan, schedule, and document, all major capital projects to be undertaken within Peterborough Housing Corporations portfolios. e. Ensure energy efficient and sustainable measures are incorporated where possible f. Oversee the management of client accounts, monitor and follow up on tenant arrears, flag and monitor the issuance of notices re: the Residential Tenancy Act, prepare legal documents and liaise with representatives of the Corporation at Landlord and Tenant Board hearings. g. Oversee the management of all the leasing functions, including annual income reviews, lease renewal of various programs, rent calculations, adjustments to accounts and annual market increases, as well as incidents of non-compliance with the current legislative requirements. 2. Develop, schedule, control and forecast the Capital Budget. a. Analyze planned maintenance and capital works requirements and building conditions in a capital budget to support decisions made relating to priorities, timing and planning of projects and related expenditures. b. Develop strategies for under/over budget expenditures and unanticipated expenses 3. Oversee all functions related to the Tendering /RFP Processes, including regular reports to the General Manager/CEO outlining the methods and stages of contracts, resolution of contract discrepancies, contractor change orders, and approval of payments on draws, contract completion and release of contract holdbacks. 4. Oversee the co-ordination, supervision, and documentation of the Operating/Recurring Maintenance and Planned Maintenance programs. a. Provide technical advice to asset management staff regarding maintenance issues. b. Ensure the routine property inspections of all building are done to ensure consistent compliance to Peterborough Housing Corporation standards. c. Oversee the administration of standing contractor agreements. 5. Ensure effective and efficient service delivery in compliance government regulations, i.e. occupancy standards, health and safety, etc. 6. Establish new processes for effective delivery of client services, while reducing costs and removing duplication. 7. Ensure the effective collaboration of service delivery with the Corporate Services Division. November 2018 Director of Operations Page 4 of 8

5 8. Coordinate and prepare the annual budget for the Asset Management and Resident Services Departments in collaboration with the Director, Corporate Services. a. Project and determine all revenue and all administrative, labour and related, technological and non-maintenance related expenses items under this position s direction, for the General Manager/CEO. b. Responsible for the monitoring of the Asset Management and Resident Services Department s budget throughout the year. 9. Oversee and monitor compliance with policy, procedure and all government legislation and Service Manager Directives. 10. Develop and maintain tenant and community relations by ensuring effective communication, education and information. Foster effective working relationships with outside community partners and agencies, with a lens toward betterment for tenants, applicants and community. Apply a holistic approach to the needs of Peterborough Housing Corporation s communities within the broader City and County context. Evaluate and ensure effective response is given to tenant and community needs. 11. Ensure the proper investigation and response to client complaints, including implementing appropriate remedial action. 12. Other responsibilities include: a. Serve on various committees internally and externally. b. Organize staff training sessions as necessary; c. Responding to emergency calls after hours on a weekly rotational schedule with other designated staff; d. Participate as a member of Management Negotiating Committee with Bargaining Unit and Tender Evaluation Committee; as needed e. Report all vacancies, arrears, legal proceedings for the Board of Directors. WORKING RELATIONSHIPS Inside the Corporation: Exchanges information with Peterborough Housing Corporation s Executive team, management staff, clients, and all other staff. Occasional contact with the Peterborough Housing Corporation s Chair/Board to present options, recommendations on major projects. Outside the Corporation: Exchanges information frequently with Peterborough Housing Corporation project consultants (architects, engineers ) to plan, design and execute capital works program; Municipal officials such as the Housing Division Team of Social Services, Housing and Homelessness Team, building inspectors, fire department staff, etc. Establishes a leadership relationship with housing sector partners, legislative bodies and local committees. Regular contact with staff in other housing organizations for information exchange, exploration of partnerships and opportunities to collaborate. Frequent contact with municipal staff to share information; interpret policy/directives and encourage broader housing sector and local provider interaction. Engagement with a variety of social and support agencies, community professionals including police, legal aid, and mediators in efforts to assist residents in our community sustain their tenancies. Act as a conduit between departmental staff and community partners to enhance services in Peterborough Housing Corporation communities. SCOPE Financial: November 2018 Director of Operations Page 5 of 8

6 This position reports to the General Manager/CEO and is responsible for developing and managing project capital and operating budgets for multiple projects, including estimating and creating expense and revenue cash flow projections. This position develops business plans to obtain financing and grant funding and developing and managing project schedules budgets. Works with consultants to provide cost estimates to fit the budget. Oversee the management of revenues from rental properties, supports stringent management of arrears, misrepresentation and vacancy loss as it pertains to budget. Oversee the preparation of department operating and capital budgets which consists of approximately 50% of total organizational budget. Has the freedom of action to administer work orders and contract through the tendering process; makes purchases on a Purchasing Card. Operating: Authority to make decisions in all areas of Asset Management and Resident Services Department operations with approval of the General Manager/CEO. This position will balance both department portfolios and ensure that communications, procedures and practices are harmonious across both. There are many intersecting areas of responsibility and frequent team meetings, strong direction and consistent messaging will ensure the best practice for the mutual client. In terms of external operations, this position selects and negotiates agreements with design, building and technical consultants. This position may apply for municipal planning and development approvals and represent Peterborough Housing Corporation at hearings and/or meetings. This position will advise on value engineering and establish unit designs, including design standards and cost controls. This position regularly reports on matters relating to budget control. Other activities may include approvals of change orders and payments, contract tendering and negotiations, ensuring contractor insurance and bonding, acting as Peterborough Housing Corporation s agent on construction sites, ensuring a strict adherence to Construction Safety Association Health and Safety, Ontario Building Code regulations, Ontario Fire Code and other relevant legislation. Independent decisions include administering many contracts and ensuring the performance of the contract to standards by completing inspections, evaluating and resolving conflicts/disputes. The decision-making process is guided by Peterborough Housing Corporation s policies/procedures, Services Manager s requirements and industry standards. Judgement and interpretation is needed in maintaining relationships with both internal and external contacts; and insuring best practices for resident services and service delivery. Questions dealing with an exceptional departure from standard practice and un-approved expenditures are referred to the General Manager/CEO. This position will identify and lead short and long-term strategic direction, priorities and plans for the Asset Management and Resident Services Departments in accordance with departmental priorities and objectives. This position will work within framework provided by Peterborough Housing Corporation s financial guidelines and general objectives. Personnel Directly supervises 6 full time staff Indirectly supervises up to 15 part time/full time staff EDUCATION/EXPERIENCE/SKILLS TRAINING Technical Competencies: This position requires post secondary education in a related field and five (5) years of progressive, related November 2018 Director of Operations Page 6 of 8

7 experience. A background in Project Management, including the principles and processes for the complete build process from resource management and team building, to mobilization, construction and preparation for occupancy. Ability to effectively read, interpret and monitor blueprints and technical specifications. Practical knowledge of long term capital asset planning. Ability to interpret and apply: o Provincial Housing legislation, regulations and programs, including the Residential Tenancies Act, 2006, Housing Services Act, 2011, Promoting Affordable Housing Act, o Residential Building and Construction legislation, regulations and programs, including the Ontario Building Code, Ontario Fire Code, Municipal By-Laws and Building Codes. o Health and Safety and Employment legislation including Occupational Health and Safety Act, 1990, WHMIS, Employment Standards Act, o Landlord and Tenant Board processes including Tribunal processes. Ability to interpret and apply Peterborough Housing Corporation s procurement process for goods and services, including tendering processes. Sound knowledge of residential building systems and the building industry relating to design, construction and maintenance of building structural systems, construction process and methodologies. Sound knowledge of residential tenancy issues, including community engagement, social issues, vacancy management. Proficient in the use of office software including the MS Office Suite, experience in the use of Property Management software (e.g. YARDI) and Asset Planning software (AssetPlanner) Current, valid driver s license Managerial Competencies Demonstrated knowledge and experience in managing people and programs, identifying and achieving corporate policies and objectives, program/project management and evaluation, budget development, financial management and control, and performance measurement. Experience with the management of employees, both bargaining unit and non-bargaining unit, including recruitment and selection, performance management, training and development. Proven ability to deliver results; to attract, retain, motivate, inspire and recognize superior performers. Be comfortable with a certain level of ambiguity with the proven ability to deliver results and possess the ability to manage short and long-term priorities and objectives. Ability to manage collaborative and results oriented relationships, acting as respectful, courteous and professional representative of Peterborough Housing Corporation with all work related contacts. Written communication skills to write professional reports and create formal presentations. Verbal communication skills are required in order to interact effectively with colleagues, staff, clients and community partners. Demonstrated ability to work independently and within a highly motivated professional and resultsoriented team with a focus on quality and accuracy; Excellent problem-solving skills and the ability to use sound judgement. Well developed time management skills and the ability to identify and manage multiple priorities. Leadership Competencies Demonstrated skills and experience in providing dynamic leadership, including problem-solving beyond conventional methods, championing and facilitating change, and building confidence among peers, and the community. Excellent leadership, interpersonal, problem-solving, planning, communication, facilitation, conflict resolution, team-building and negotiation skills are required. Demonstrated commitment to continuous learning and the development and mentoring of others. Highly developed political and social acuity if issues related to housing and a strong understanding of organizational culture, climate, and politics. November 2018 Director of Operations Page 7 of 8

8 This position requires an individual who is a self-starter; consistently displays a positive, confident and approachable manner; and readily shares and solicits information and input. A creative/innovative focus, commitment to quality customer service, respect for the diversity of opinions and perspectives, and an understanding of forecasting and managing risks and opportunities. This position should have a clear sense of purpose, be confident in their beliefs and values, and possess a high level of emotional maturity and self-management. Approved this day of, General Manager/CEO November 2018 Director of Operations Page 8 of 8