Manager, Business Administration and Performance (Housing Services)

The Role

Manages daily administration and business operations of Housing Services, ensuring the efficient use of human, financial, and physical resources across the Division. Manages projects and quality assurance functions in support of administration, policy and system changes, and facilitates with all housing program areas for coordinated and comprehensive improvements, consistent implementation, and alignment with overall strategic goals. 
 

Duties/Responsibilities

• Supervises Social Planning Associates. 
• Manages the efficient use of human, physical, and financial resources for Housing Services. Coordinates all personnel and operational projects, meetings and logistics related to wellbeing, equity, budget, union, HR, time entry, report writing and presentations, working closely with corporate and departmental partners for alignment and coordination. 
• Manages alignment of staffing/people-related matters and issues for Housing Services as it relates to HR, corporate, and departmental standards and practices. Manages people resource planning. Participates in regular union-management meetings to support issues management. In collaboration and alignment with corporate HR, advises the Director and other managers on human resource and labour relations issues and practices. Identifies opportunities and provides input/consultation on internal reorganizations and reallocation/conversion of staff complement for discussion. Manages staffing requisitions with consideration to Housing priorities, and coordinates recruitment activities for approval.
• Works closely with leaders and staff in the Strategy, Performance and Partnerships Division to align divisional work with departmental projects, processes and policies.  
• Manages compliance with policies, procedures, collective agreements, and legislation, and ensures operational policies, procedures, and benchmarks are established, implemented, and monitored. Analyzes existing practices, agreements, and processes, and identifies and leads opportunities for improvement.
• Manages the planning, care, and custody of divisional technology and equipment resources. Oversees facilities and IT related matters.  
• Supports program managers with short and long-range planning in relation to their staffing, budget, and related business/operational needs, including contract administration and service agreement renewals. Supports the Division with budget analysis and working with Finance for budget planning and monitoring.
• Identifies and contributes to the development of divisional, departmental and corporate policies. Provides leadership for achieving performance and accountability indicators in assigned areas of responsibility. Manages staff compliance. Informs the Director regarding significant, difficult, sensitive issues. 
• Manages project teams formed to conduct research, develop policy, implement programs, conduct contract negotiations, and resolve operational issues. Acts as project manager on major divisional projects. 
• Manages compliance with departmental administrative policies and procedures. Evaluates and recommends changes to processes, systems, service levels, productivity standards, and results. Designs and implements programs to improve efficiency, reduce costs, and increase cost-effectiveness. 
• Oversees data management standards, practices, and processes as part of quality assurance functions for divisional planning and accountability. Acts as a resource, creates and maintains resources/supports, and provides input into program operations to align with quality initiatives. 

Additional Duties/Responsibilities

• Coordinates tracking, monitoring, and reporting of data. Works with program managers to ensure data is accurate, develop performance indicators, and compile information for reporting.
• Manages relationships with stakeholders and key partners, negotiating agreements and creating buy-in and support for operational changes/issues. Supports program managers and staff to develop proactive strategic partnerships with community stakeholders, including stakeholder engagement and development to strengthen existing or build new relationships to advance the goals of the Division. 
• Supports program managers with the review, investigation, and resolution of escalated and politically sensitive public concerns and complaints. Ensures accountability mechanisms are in place and used to document, track, and report on outcomes. 
• Develops proposals for special and pilot projects and identifies resource requirements. 
• Administers contracts and funding coordination with Finance, Ministries and program managers. Approves payments to housing partners per agreements. Has a p-card.
• Exchanges and provides information and resolves problems with management in all departments, council members, and union executives.
• Writes reports and presents to council.
• Backs up the Director and managers as needed.
• Performs related duties as required.

Knowledge, Skills, and Abilities

• Knowledge and skills are normally acquired through a university degree in a related field (e.g., business administration, planning, public administration) plus progressively responsible related experience.
• Knowledge of public sector program administration, office and administrative procedures, human resource management and labour relations, financial management, budget preparation and analysis, and contract management.
• Understanding of the role and function of Housing Services and its responsibility as Housing Service System Manager within a provincial, federal, and municipal context. 
• Knowledge of and ability to comply with policies, procedures, collective agreements, and related legislation (e.g., housing services, privacy, health and safety, accessibility).
• Analytical, problem-solving, and continuous improvement skills to identify opportunities and facilitate proactive approaches to evaluate, develop, and implement policies, procedures, and operational plans to support operational accountability and performance.
• Demonstrated ability to build strong, effective relationships with internal partners and stakeholders to collaborate and coordinate for implementing effective business operations, including leading project teams. 
• Leadership, human relations, communication, political acuity and negotiation skills to advance priorities and balance objectives in a political environment; present issues and reports to influence decision-making without positional authority; direct, develop, motivate, and support staff; support the response to escalated and emergency situations from program partners, the public, politicians, senior staff, and union executives; and participate as an effective team member.
• Ability to read and interpret industry and corporate reports, research and statistics to develop policies and procedures. Ability to write policies, reports, budgets, letters, and other documents. Ability to research and organize information for staff, management, council and council committees, and the Ministry.
• Ability to adjust schedule to attend evening meetings or deal with emergencies.
• Ability to participate in an official standby/on-call rotation to respond to legislated or time sensitive demands beyond regularly scheduled work hours.
• Computer skills with ability to use software such as Microsoft Office.
• Ability to read and interpret research and statistical documents, policy and procedure manuals. 
• Ability to travel within and outside Waterloo Region.
• Ability to implement and monitor compliance with the departmental vision and philosophy for integrated customer service delivery within the division, across divisions, across departments, and within the broader community.
• Ability to support and demonstrate the Region’s values.