Tenant Services and Revenue Lead

Summary

This position is an integral part of the Regional Housing team, responsible for complex revenue analysis, and strategic support for the Capital Region Housing Corporation’s (CRHC) leadership team and Senior Manager. The focus of this role is to conduct complex business analysis and financial reviews of the CRHC housing portfolio, support the development of strategy and goals for revenue optimization, without losing sight of the affordability level of housing units. 
The role provides oversight and strategic direction to the Housing Administration team to ensure the achievement of key performance indicators, targets and business outcomes as directed by management.

The Tenant Services Officer is further responsible for ensuring CRHC's legislated responsibilities, including requirements of numerous operating agreements and the Residential Tenancy Act are adhered to. 
This position regularly communicates, collaborates and coordinates with management, senior leadership and other staff to foster and ensure a strong team culture that supports CRHC goals, objectives and cultural traits.

Key Duties & Responsibilities

• Prepares and presents complex revenue analysis to the housing leadership team and senior manager.
• Supports the Manager, Housing & Business Development in the establishment of multi-year strategies to optimize building performance and analyses their impact on the housing portfolio and tenants.
• Establishes and communicates goals and directions received from the housing leadership team to the team.
• Researches and develops internal policies and procedures to ensure that set goals are achievable.  
• Oversees the Tenant and Administrative Services team to ensure CRHC's legislative responsibilities are met in compliance with the Residential Tenancy Act.
• Responsible for bringing forward suggestions to existing policies, develops and updates tenant related policies and procedures which will enhance the work of Tenant Services staff and improve customer service.
• Oversees third party relationships related to tenant sign ups and works independently with community partners to ensure efficient, effective and mutually beneficial partnerships.
• Researches, reviews and suggests marketing strategies to management with the intent to reduce vacancy numbers.
• Reviews related KPI’s and reports regularly to the leadership team.
• Maintains oversight, resolves disputes and guides the team with regards to the BC Housing Registry, Housing Connections and various housing programs to ensure CRHC is optimizing their efforts and revenue stream across all sites.
• Fully understands the Residential Tenancy Act and operating agreements and their impact on day-to-day operations but also when presenting longer-term strategies.
• Ensures that the team have necessary training in all aspects of tenant services administration as related to social housing and property management throughout the cycle of tenancy.
• May support with the recruitment and will oversees orientation and time approval and the provision of leadership, guidance, feedback and work direction for direct reports to maintain adequate staffing levels.
• Ensures efficient systems are developed, maintained and amended as required.
• Develops and leads services, functionality, and analysis of service improvement options with the Property Management Software.
• Ensures the awareness, understanding  and the adherence of all procedures and policies related to the Tenant Services Team.
• Works as part of the supervisory team, ensuring proper and effective coordination of day-to-day activities including housing applications, vacancies, rent collections and other related matters.
• Oversees and approves or rejects tenant requests based on CRHC current policy.
• Leads and oversees the work and the staff who are responsible for the coordination of Tenant Account records management during the lifecycle of tenancies.
• Coordinates setup of new department employee's office/computer equipment and system requirements.
  Supports the Tenant Engagement Team at Residential Tenancy Dispute Resolution Hearings, when required.
• Represents CRHC on social housing sector initiatives.
• Oversees the section budget.
• Responsible for chairing various meetings.
• Adheres to the policies and procedures of the CRD and CRHC.
• Performs other related duties as required.

Additional Information

• Good understanding of Finance GAAP.

Key Skills & Abilities

• Substantial experience with and understanding of social housing or other non-profit social services.
• Sound understanding of budget and revenue/expense analysis.
• Thorough knowledge and experience working with the Residential Tenancy Act and Regulations, policies and procedures related to social housing management.
• Multiple years of experience in providing supervision and work direction in tenant services/ property management setting.
• Ability to make independent sound decisions, understanding of the impact of recommendation, is a must.
• The ability to align with CRHC’s cultural values of accountability, collaboration, customer service, employee development, adaptability, and leadership.
• Excellent communication (verbal and written), interpersonal and customer service skills.
• Strong ability to deal with applicants, tenants and the general public in stressful situations.
• Considerable experience in highly computerized environment.
• Considerable experience with and understanding of Property Management Software.
• Strong MS Word, Excel, PowerPoint and Outlook and SharePoint skills.
• Thorough understanding of the principles of accounts receivable systems and account collection.
• Strong ability to deal with confidential and sensitive information with sound judgement, discretion and diplomacy.
• Strong ability to work effectively in a team environment and individually with minimal supervision.
• Excellent organizational skills, including the ability to work under pressure, prioritize work and to set and meet deadlines.

Qualifications

Certifications