Manager, Portfolio and Building Services

Description

• Assists in the development of an annual operating budget, including preparing annual minor and capital request submissions.
• Overseeing the liaison between the building operations staff and client groups
• Provides effective team leadership through execution and times of change; nurture and motivate a team of frontline workers, employing exemplary leadership skills, sound judgement, and effective communication skills.
• Coordinates effective and sustainable outcomes with the Operations Manager on complex tenancy files that have escalated through unsafe or unhealthy behaviours and require a high level of sensitivity, urgent responses, and pragmatic frameworks for resolutions, That may include Residential Tenancy Branch & appropriate ministry departments, funders, and community partners
• Support the implementation and updating of maintenance schedules and inventories using a computerized maintenance management system
• Assisting Supply Chain Management staff in assessing bids and tender submissions for building operations services or purchases
• Support the identification of and resolution to issues impacting the operation of facilities
• Identifies, develops, and implements best practices and procedures as they relate to the safety, security, and maintenance of the physical structure and tenant management
• In the event of emergencies, will respond to facilities and provide On-scene management
• Works with the Scheduler to ensure adequate operational resources are in place and risk mitigation strategies for staff shortages are effectively addressed. In addition, works with Operations Administration Officer and Property Portfolio Assistant to orchestrate operational and tenancy management priorities and delivery mechanisms. As well ensuring that effective and accurate data entry into various computer systems/formats, and required reports or forms are supported through out the portfolio.
• Develops crisis management strategies and practical responses to controlled and uncontrolled working environments that require resiliency, flexibility, and innovation. Recommending areas to address gaps and areas of improvement to better serve supported populations and lead people practices.
• Participates as a management representative on the NMHO Safety Committee.
• In consultation with the Director, supports the development and analysis of KPIs, and metrics that underpin a framework of excellence in tenant and employee engagement strategies.
• Communicates with tenants to provide information and respond to enquiries or complaints.
• Establishes and maintains effective communication and coordination with other divisions, project teams, and departments, consultants and contractors, and also with the different levels of government, outside agencies, not-for-profit organizations, associations and the general public
• In consultation with the Director, is accountable for supporting the goals and improvement plans established with employees as it relates to matters of expectations, discipline and terminations.
• Oversees compliance with WorkSafeBC regulations, addresses areas of concerns, responds to WorkSafeBC orders.
• Identifies and evaluates the risks associated with program and operational activities and takes appropriate action to control the risks.
• Leads attendance and performance management discussions with staff, including guidance, direction setting, coaching and feedback to staff to support their success.
• Identifies needs and gaps and organizes staff training and development to maintain appropriate professional standards of service delivery.
• Liaises with other City departments, agencies and government offices as needed to maintain appropriate services.
• Working closely with client representatives to resolve issues regarding services responsibilities and service delivery
• Prepares reports on escalated and complex tenancies as required; including developing reports for funders and senior management.
• Develops new and unique ways to improve program operations of the NMHO portfolio and to create new opportunities.
• Supports pragmatic solutions for complex HR matters, leaves, progressive discipline and grievances
• In consultation with Director and NMHO leadership team supports the management of programs and services effectively, researching, and administering program policies and supportive mechanisms that align with human capital and stakeholder engagement requirements that engender successful tenancies while maintaining health inclusive environments .
• Supervises and leads staff
• Works in unison with the Director, departmental peers, site staff and key leads in delivering the mandate of safe and affordable housing to vulnerable and marginalized populations.
• Establishes and practices appropriate professional boundaries – with and between staff, tenants, and the community.
• Leads strategic projects as set by the Director to assist in the effective and efficient managing of the portfolio, e.g. a staff scheduling system, policy and procedure development, business continuity, and pandemic planning.
• In consultation with NMHO leadership team coordinates the impacts of maintenance, repairs, and renovation of the physical plant and acquisition, maintenance and disposal of equipment and furniture.
• Participates in the development and implementation of plans and procedures to ensure the safety and security of the staff, tenants and buildings.
• Provides monthly portfolio reports to the Director.
• Assumes the leadership and management role in the Director’s absence.
• Identifies areas of support for critical follow up and staff debriefs, recommends next steps or process enhancements
• Investigates and responds to tenant complaints as needed.
• Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
• Responsible for budget monitoring and reporting of the individual and aggregate operational and capital budgets in excess of $10,000,000 per annum.
• Ensures the adherence of OH&S protocols and practices among staff; monitoring, inputting, and tracking accidents or near misses within the OH&S database system; escalating issues as appropriate.
• Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and tenant-focused service standards; completing audits; determining system improvements; implementing change.
• Represents the employer at grievance hearings and other employment related hearings such as arbitrations, Residential Tenancy Branch hearings, Labour Board hearings, and Human Rights Tribunal hearings.
• Establishes a safe and healthy environment for staff, tenants, and community members by promoting positive and responsive attitudes towards accident prevention and by establishing policies, standards, and guidelines.
• Recruits, selects, hires and evaluates staff who report to this position, supporting other selection processes across the housing portfolio.
• Works cooperatively with the departmental peers and Residence Manager/Residence Attendant Shift Leads to identify and deescalate conflicts that arise within the tenant population, guests, and team members working towards creating an environment of trust while maintaining healthy boundaries.
• Develops and monitors priorities for operational management criteria, administrative support staff priorities and , workflow processes, and procedures, and oversight in the application of best practices, policies and procedures to ensure consistency/adherence, due diligence, and transparency.
• Manages conflict in a positive manner that is effective for all parties and over time.
• Assisting in the preparation and validation of specifications or scopes of work for service contracts, supplies and equipment purchases
• Analyzes and reports on financial information needed to effectively inform decision-making.
• Ensures the occupational health and safety of staff as per the City of Vancouver OH&S Program Manual and BC’s Occupational Health and Safety Regulations.
• Develops and implements policies and procedures that reflect operational, capital, property and tenant management strategies that reinforce the success of department objectives and that preserve physical assets.
• Directly and indirectly supervising a group of janitorial and administrative staff.
• Assists employees, external stakeholders, and community support workers with crisis management strategies, using sound judgement and problem solving approaches.
• Works with the Director to build positive relations within the surrounding communities and partnering agencies by arranging and participating in engagement opportunities that build coherent and collective responses towards community building activities.
• In consultation with Facilities Manager coordinates and monitors maintenance requests, developing processes and measures to ensure ease of reference material and in consultation with the Director seeking improvements on and approvals for contracted for services.
• Prepares reports on community trends, issues, identifying escalated or politically active areas outlining recommendations for appropriate and strategic response.
• Guides all team members in leading practices of regulatory bodies, funders, and judicial bodies to support peaceful and sustainable solutions to escalated and contentious scenarios.
• Liaising closely with client representatives regarding maintenance and operations program adjustments, service delivery changes and organizational structure changes
• Balances operational requirements with risk reduction strategies always working towards mitigation of risks.
• Modifying and coordinating work assignments, schedules and processes for each direct and indirect report
• Responding to partner/client inquiries

Requirements

• Ability to prepare reports, proposals and monitor expenditures.
• Ability to work in a respectful and positive manner, dealing with people compassionately and tactfully.
• Ability to operate consistently within the City’s value base and provide a positive role model for employees, partners, and residents.
• Leadership approaches to management including performance and attendance management.
• Ability to work evening or weekends as operational needs dictate.
• Ability to lead and manage employees by way of best practices in hiring, coaching, mentoring, training, and managing performance and attendance.
• Ability to plan, assign work, and evaluate progress of subordinates.
• Communication skills to actively listen, reflect and reframe concerns or ideas, and gain trust to build understanding of common interests.
• Ability to anticipate, understand, and respond to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters.
• Ability to promote, oversee and coordinate programming.
• Ability to establish goals, manage competing priorities and be accountable for decisions and actions.
• Thorough understanding and application of the Collective Bargaining Agreement CUPE 15 that govern the unionized workforce.
• Ability to develop feasible plans and successfully implement the plans.
• Considerable knowledge of the Residential Tenancy Act and Arbitration process.
• Collaboration and conflict management skills to promote a positive environment, good morale and cooperation.
• Ability to organize training and education to support professional practices for staff working with vulnerable and at risk populations.
• Considerable knowledge of the WorkSafeBC and OH&S policy and procedures.
• Ability to establish and maintain effective working relationships with a variety of internal and external stakeholders.
• Ability to negotiate and work collaboratively.
• Considerable knowledge of the Society Act.
• Ability to work and manage in a unionized environment.
• Considerable knowledge of budget preparation and management techniques.

Benefits

• Vulnerable sector check

Training + Development

Interview process

Visa Sponsorship

Security clearance