Assistant Manager, Operations (Community Housing) - Queens University

The Office of Queen’s Community Housing, through the administration of university-owned leased properties and the development of relationships within the community, is a critical part of the effort to provide a positive housing experience for students. Queen’s Community Housing is responsible for all aspects of the University’s leased housing (approximately 490 units with over 1000 tenants/occupants). Additionally, the department provides an Accommodation Listing Service (an advertising service primarily for student rental housing). The Assistant Manager (Operations), Community Housing is responsible supervision of office staff, coordination of casual hiring, leadership and for oversight of communications and website content.

Reporting to the Manager, Community Housing, the Assistant Manager (Operations), Community Housing will be required to adapt to daily operational needs in order to provide consistent, decisive leadership to staff within a unionized environment as well as to casual employees. The incumbent will be required to effectively direct and manage all day-to-day administrative operations. The incumbent will be responsible for promoting and maintaining an inclusive, service-oriented environment for staff and students.

The Assistant Manager (Operations), Community Housing, will also be responsible for leading and implementing departmental initiatives which could include items relating to service delivery efficiency, special projects & employee training.

The schedule for this position requires the incumbent to work variable hours, including occasional evenings and weekends.

View the complete job description on the careers webpage.

KEY RESPONSIBILITIES:

• Manages the day-to-day operations of the Community Housing office, including the Accommodation Listing Service.
• Plans, prioritizes and manages the work of employees, providing strategic and tactical advice, guidance and coaching. Identifies the need for staff resources, participates on staffing committees, and makes effective recommendations regarding employee selection.
• Manages performance by establishing performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis.
• Assesses staff training and development needs and ensures that employees receive training required to improve and sustain successful performance.
• Manage a team comprised of unionized professional staff and casual staff.
• Investigates, addresses and resolves employee/labour relations issues, including disciplinary matters. Makes decisions or effective recommendations on matters involving possible discipline, discharge and probationary termination.
• Respond to escalated tenant complaints or concerns; effectively manage risks, anticipate challenges, investigate, monitor and resolve problem areas to increase efficiency and effectiveness. Utilize professional judgement to refer most complex issues to Manager, Community Housing.
• Manages and optimizes the coverage of the front office developing & executing weekly schedules.
• Continually improve the processes embedded within the operations. Such processes include task specific SOP’s, work schedules, areas of responsibility documents and emergency response procedures.
• Organizes, schedules and maintains daily operational and administrative requirements of the Community Housing Office.
• Provides communication, consultation and advisory support to staff for escalated issues and responds to inquiries ensuring most efficient solutions.
• Responsible for Community Housing Website content, evaluating and maintaining web pages.
• Responsible for departmental marketing and communications to support key messaging, policy and processes, events, and leasing of properties.
• Produce various communications including but not limited to: weekly tenant electronic newsletters, tenant bulletin board updates, incoming tenant email notices, move-out and move-in letters and reminders, and monthly tenant lists.
• Collaborates with stakeholders within the H&A portfolio.
• Establishes & maintains level of quality control and consistency for Community Housing operations.
• Troubleshoots day-to-day operational needs as they arise as well as engages additional support when required. Recommend and track solutions, ensuring resolution.
• Approves expenditure of funds for office supplies.
• Actively works towards continuous improvement of policies and procedures to increase departmental efficiencies.
• Creates a climate where collaboration and teamwork among diverse people and groups is the norm.
• Respects diversity and promotes inclusion in the workplace.
• Responsible for recruitment, selection, hiring, placement and assessment of casual staff.
• Undertakes other duties as delegated in support of the department.

REQUIRED QUALIFICATIONS:

• Two-year post-secondary program with 3-5 years experience in supervision and administrative operations, ideally in a unionized environment.
• Knowledge of the Residential Tenancies Act (Ontario) preferred. Experience interpreting and applying legislation, policies, and collective agreements considered an asset.
• Satisfactory Criminal Records Check and Vulnerable Sector Screening required.
• Knowledge of University or College residential environment an asset.
• Intermediate working level in Word and Excel and demonstrated ability to remain current and adapt to changing technology.
• Consideration may be given to an equivalent combination of education and experience.

SPECIAL SKILLS:

• Excellent interpersonal and communications skills (both verbal and written) to deal with a wide variety of individuals in a professional manner and to provide clear and accurate information.
• Analytical, interpretive and problem-solving skills to examine a number of alternative possibilities and arrive at the best solution.
• Strong computer skills and ability to learn new software as required.
• Superior organizational skills and a high degree of initiative.
• Capacity to work independently and as part of a team, mindful of the interests of other stakeholders.
• Leadership and motivational skills. Sensitivity to issues affecting performance or staff.
• Commitment to diversity and inclusivity.
• Client service aptitude with the ability to maintain a service-oriented perspective while dealing with potentially challenging client service demands.
• Sound supervising, coaching and team building skills.
• Organizational and time-management skills, to coordinate the work of others as well as oneself.
• Ability to remain level-headed while prioritizing and resolving multiple challenges and requests in a fast-paced, demanding environment.
• Capable of remaining adaptable and ensuring a high level of attention to detail in an environment constantly subjected to interruption and change.
• Discretion in dealing with confidential matters.

DECISION MAKING:

• Daily operational decisions based on policies and procedures and aligned to strategic objectives.
• Determine when changes need to be made to policies and procedures and amends as appropriate.
• Determine content, structure and delivery methods for Community Housing training and programming.
• Sets priorities and allocates workloads to ensure the effective running of the Department’s Accommodation Listing Service and Rental Properties.
• Make decisions regarding most appropriate actions during resolution of difficult interpersonal conflicts; and judgement as to whether a sensitive situation requires the involvement of the Manager, Community Housing.
• Identify and make recommendations regarding office administration procedures; suggest and implement changes to increase effectiveness. (e.g. policy changes impacting procedures).
• Make recommendations on the planning and execution of strategies to improve service to meet the changing needs of the community.
• Evaluates job candidates and makes effective recommendations on suitable hires.
• Makes decisions and/or effective recommendations regarding transfers and promotions.
• Evaluates employee performance and decides on appropriate training or coaching to address lack of proficiency in carrying out responsibilities, or remedial action for staff disciplinary situations.
• Assesses investigation outcome of grievances and makes effective recommendations on appropriate course of action or next steps on grievances.
• Makes effective recommendations on level of discipline up to discharge and probationary termination.
• Decides whether a problem warrants notification to the Manager, Community Housing.
• Approve expenditure of funds for supplies.
• Determines how to organize and prioritize ones’ work schedule and the work of others.
• Identifies potential inefficiencies and other opportunities for operational improvement.
• Determines resolution on routine operational matters.

Please apply online at:
https://clients.njoyn.com/CL4/xweb/xweb.asp?clid=74827&page=jobdetails&jobid=J0226-0133&BRID=EX447545&SBDID=21474&LANG=1.