What we offer
In addition to a competitive salary and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including:
- Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
- Minimum four (4) weeks of paid annual vacation days, increasing with years of service;
- Four (4) paid personal days per year;
Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
- Health and dental benefits, including a health spending account available upon your start date;
- Employee and family assistance program;
- Maternity and parental leave top up (93% of base salary);
- Training and development programs including tuition reimbursement of $1500 per calendar year;
- Fitness membership discount;
This job offers the opportunity to work from home as part of a hybrid work arrangement. This arrangement will allow you to work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service delivery requirements.
Make a difference
Toronto Community Housing (TCHC) is more than just a housing provider. We work every day to strengthen our communities through regular engagement with our tenants and programs aimed at improving housing stability and reducing barriers for our tenants.
Are you passionate about community development and stakeholder engagement and are looking for an opportunity to work with an organization that is dedicated to improving the lives of tenants from diverse backgrounds? Do you want to use your leadership experiences to influence and develop community growth? If this sounds like your ideal career, then Toronto Community Housing is the place for you! We are searching for a tenant focused, collaborative and strategic leader who enjoys working in a dynamic and energetic environment.
Reporting to the Senior Director, Operations, the Director, Service Delivery & Compliance will operate with a superior level of business and political acumen, while exercising the appropriate tact and diplomacy to strategically lead the delivery of services across multiple business units (e.g. client care centre, maintenance dispatch, environmental health, fire life safety, move-out services) and administration of service contracts and compliance (e.g. laundry, appliances, maintenance services) across the Operations division. In addition, this role will act as the backup to the Senior Director, Operations, as required, supporting the service model that centers tenants in all aspects of service delivery.
In support of this, the incumbent will be a key member of the Business Operations leadership team and will be accountable for leading a multi-functional team to adopt a data-driven approach in providing services to tenants and staff; this includes providing comprehensive oversight that includes the management of procurement of services and/or goods, contract management, program administration, program training, and program performance. Lastly, the incumbent is responsible for the development and implementation of initiatives that aim to improve service delivery and tenant experience.
What you’ll do
Service Contracts & Compliance
- Act as the division lead for the procurement of services and/or goods that impact the Operations division;
- Act as the escalation point for all services and/or contracts that is delivered within the Operations division;
- Provide subject matter expertise during negotiation of service contracts to ensure that TCHC interests are represented and/or protected;
- Provide subject matter expertise that will inform the establishment of service contracts, which includes ensuring the appropriate provisions, terms, and requirements are included;
- Lead the comprehensive scoping of service requirements in partnership with the Regional Operations teams;
- Lead the development of procurement documents (e.g. RFI, RFQ, RFP, Direct Awards) and participate in proponent evaluation;
- Lead the development of training resources and/or change management approach to support the adoption of services in Operations division;
- Lead the establishment of a performance and accountability framework to manage program performance, which includes (1) management of performance against established goals, requirements, or standards, (2) management of expenditures against approved budget, and (3) management of vendor performance against contract requirements.
- Lead the establishment of a compliance program that would include randomized inspections to inform compliance and quality improvement initiatives;
- Lead the engagement with vendors to address any issues of contract non-compliance and escalations;
- Lead the development of timely and accurate reporting of performance metrics, including financial figures to the Senior Director, Operations, Chief Operating Officer, and Board of Directors and Sub-Committees.
Service Delivery
- Provide day-to-day leadership to the following service functions: client care centre, maintenance dispatch, environmental health, fire life safety, and move-out services.;
- Lead an internal and external review of industry best-practices and standards to inform the establishment of a service delivery improvement framework for the Operations division;
- Lead the development and implementation of service delivery improvement framework to improve tenant service experience (e.g. service quality indicators, service excellence);
- Lead the development and implementation of an operational plan for the service delivery improvement framework, that includes annual and quarterly goals and key performance indicators;
- Lead the adoption of a data-driven approach to inform targeted initiatives to be deployed within the Operations division as part of the broader service delivery improvement framework;
- Lead stakeholder engagement with all internal and external stakeholder groups to inform the establishment of a service delivery improvement framework;
- Lead the development of training resources and/or change management approach to support the adoption of targeted service delivery improvement initiatives across the Operations division; and
- Lead the development of timely and accurate reporting of performance metrics, including financial figures to the Senior Director, Operations, Chief Operating Officer, and Board of Directors and Sub-Committees.
Leadership
- Provides leadership and management of staff, including setting appropriate goals and objectives, fostering a healthy and positive work culture, and effectively managing budget and performance;
- Provides stewardship and management of organizational resources to achieve the appropriate goals, objectives, and mandate;
- Prepares reports, briefing notes, and presentations the Senior Director, Operations, Chief Operating Officer, Executive Leadership Team, and the Board of Directors and Sub-committees;
- Ensures development and execution of performance plans and a service delivery model within their team;
- Maintains adherence to established people and culture policies and procedure including collective agreements; and
- Promotes the Toronto Community Housing Culture Model within the Unit
What you’ll need
- Post-secondary education in a related field or equivalent work experience (e.g. business administration, public administration).
- Advanced education (e.g. graduate degree, graduate certification in a related field (e.g. business administration, public administration).
- Minimum 8 years’ experience in a management role, including direct experience in people management, program management, contract management, and service delivery.
- Minimum 5 years’ experience working in a large and/or multi-divisional organization or property management setting.
- Experience with the strategic delivery and administration of programs and services within a multi-divisional public sector organization.
- Experience in leading department change initiatives, including implementation of process redesign, enabling electronic systems, and integrated dashboard reports;
- Experience in developing key department enablers to support efficient, consistent, and effective services, including but not limited to policies and procedures, electronic databases;
- Experience in developing department policies and procedures that is in alignment with industry-best practices and applicable regulations and/or legislations;
- Experience in leading change initiatives, including development of change management framework with the appropriate engagement, communication, and implementation plan;
- Experience in fostering strategic partnerships with internal (e.g. business units) and external (e.g. municipal/provincial agencies) partners;
- Experience in leveraging data to enable effective decision making, including utilizing advanced data analysis techniques to analyze data to identify trends to inform action;
- Experience with public procurement and vendor management best-practices and its application within a program delivery model;
- Experience with administration of client service excellence programs within a multi-divisional public sector organization;
- Experience with working in a large and multi-divisional organization, including working with a multi-functional team to achieve a common business objective and goals;
- Experience with working with labour partners to provide seamless service delivery across the housing portfolio; and
- Ability to travel and work at various work locations across the TCHC portfolio, as required.
- Superior organizational and time-management skills;
- Superior written and verbal skills;
- Excellent presentation and facilitation skills;
- Excellent negotiation and conflict resolution skills;
- Excellent customer service and inter-personal skills;
- Excellent ability to work independently or within a dynamic team setting;
- Excellent decision-making, problem solving, and conflict resolution skills;
- Highly attentive to detail and quality;
- Advanced skills in MS Office, specifically with Outlook, Word, Excel, Power Point, Visio; and Excellent attendance record.
What’s next
Once you apply, we’ll review your resume and contact you if we believe your skills and experience will make you successful in the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks.
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