Client Service Manager (Permanent, Full-Time)

Cape Breton Island Housing Authority - Sydney, NS (30+ days ago)

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Cape Breton Island Housing Authority is recruiting for a permanent, full-time Client Service Manager. This position is excluded from the bargaining unit.

As a team player, who is passionate about improving the lives of Nova Scotians, you are the candidate we are looking for to join our team.

Reporting to the Housing Authority Director, the Client Services Manager is responsible for leading a team that is accountable for the effective and efficient delivery of client services within Cape Breton Island Housing Authority (CBIHA). Working with a diverse tenant population, the incumbent will lead and supervise a range of client services. The incumbent will be responsible for building and maintaining strong, positive relationships both internally and externally. The Client Services Manager will promote the development and delivery of programs and services and utilize change management techniques to drive engagement and adoption of changes intended to enhance the quality of client services.


Specific accountabilities include, but not limited to:
Ensure the effective management of human and financial resources by setting and evaluating staff performance targets, promoting diversity and a healthy workplace, demonstrating the leadership competencies, respecting corporate human resources practices, promoting teamwork and individual development, maintaining internal communication, monitoring revenues and expenditures, adhering to procurement guidelines, acquiring goods and services in the most cost effective manner, and accurately forecasting budget requirements for the fiscal year.
Achieve corporate goals by leading with vision, defining and fostering a culture that favors cooperation and teamwork, measuring the impact of team effectiveness through ongoing monitoring, coaching and performance management, recognizing and rewarding achievements, and emphasizing common objectives through clear work planning processes.
Ensure that policies, practices, objectives and processes affecting all program and project deliverables are clearly defined, compliant, appropriately communicated and effectively monitored.
Responsible for ensuring client services are provided in a transparent, equitable and timely manner and are complaint with the Residential Tenancies Act, by-laws and established policies. Direct the coordination and compilation of the business planning and budget planning processes for the Client Services portfolio, ensuring that human, financial, technical and material resource estimates are reliable and appropriately prioritized.
Oversee and develop various client service processes, applicable by-laws, protocols, and policies to promote positive client relationships and effective service delivery (e.g. applications, housing placements, income review and rent assessments, collections and recoveries, lease management, property management, pest control, security, eviction prevention and tenant education).
Work closely with the Building Services and Finance and Administration Managers to manage budgets for vacant unit refurbishing and modifications, to ensure the best use of financial resources in meeting housing authority vacant unit turnaround standards and vacancy rate targets. Conduct periodic site visits.
Review and manage complex client situations providing support and leadership for staff and the Director. Ensure high quality client service through ongoing evaluation including trend analysis and forecasting, client satisfaction surveys and regular process review.
Collaborate with the Building Services Manager and others to ensure implementation and coordination of appropriate emergency preparedness and contingency plans.
Oversee and develop effective external communication strategies designed to promote a positive image of CBIHA and reduce chronic vacancies. Partner with various community resources to foster positive tenant relations and where necessary, advocate for clients and CBIHA.
Provide support to the Director as required. Prepare reports and provide documentation and information for Ministerial requests.

Bachelor's degree in Business Administration or a related field, plus four years' related experience and four years' experience managing diverse employee groups, including unionized staff. An equivalent combination of education and work experience may be considered.
A demonstrated understanding of Housing Authority services, policies and procedures and fundamental knowledge of budget processes.
A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.
Strong knowledge of applicable laws, regulations and guidelines.
Sound leadership, staff management and teambuilding skills.
Must be an innovative, strategic and forward thinker.
Must possess effective time management skills, strong writing skills, as well as excellent computer skills, including Microsoft Office.
Strong verbal and written communication skills.
Ability to work well under pressure and to meet deadlines.
Judgment to manage a large department that supports all offices and activities of CBIHA.
Maturity and tact to deal with personnel and staffing issues that are of a sensitive and confidential nature.
Strong analytical and problem-solving skills to quickly evaluate issues and determine the best course of action based on the availability of existing resources.
Exceptional multi-tasking and prioritization skills to manage various activities and the ability to work well under pressure and to meet deadlines in a fast-paced work environment.
Exercise tact, discretion and judgment when dealing with sensitive and confidential information that must remain secure and non-disclosed to the public.
Possess a valid Nova Scotia driver's license with access to a reliable vehicle for work purposes.

Current Emergency First Aid and WHMIS certifications.

The following competencies are required:
Analytical Thinking, Action Management, Team Leadership, Initiative, Effective Interactive Communication, Partnering & Relationship Building and Intercultural & Diversity Proficiency.

We will assess the above qualifications using one of more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.

Work With Us

It is an exciting time for the organization and a great opportunity to join us as we work to further meet the housing needs of Nova Scotians. Housing Nova Scotia (HNS) is working to advance the objectives of the National Housing Strategy and has developed a 3-year Action Plan. HNS is the provincial government agency responsible for the administration and delivery of affordable housing solutions for low-to-modest-income Nova Scotians. Through its five regional Housing Authorities, HNS provides more than 11,500 safe, affordable homes as part of its Public Housing program to more than 17,000 seniors and families. Housing Authorities manage the day-to-day operations of Nova Scotia's public housing stock. Their responsibilities include administering tenant applications and placements, collecting rent, resolving tenant issues, and maintaining and repairing properties.

Cape Breton Island Housing Authority is responsible for the management of social housing units within the Cape Breton area.

The Housing Authorities are committed to employing staff who are representative of the diverse community we serve. If you are a member of one or more of the following designated groups, you are encouraged to self-identify on your cover letter or resume: Aboriginal People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented.

Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. Checks may include one or all the following: reference checks, criminal background checks, driver's abstract, child abuse registry and education.

Classification: MC 20
Work Week: 35 hours
Closing Date: December 13, 2019

Note: This is not a Civil Service position.

To Apply:
Please merge your cover letter and resume into one document when applying. In the cover letter or resume, please quote the competition number, competition name, the source of posting, and (if applicable) self-identify in one or more of the designated groups.

Our preferred method of applying is through Career Beacon, otherwise all applications/ resumes should be sent directly to:

Housing Authority, Human Resources Services
Fax: (902) 420-6599
Mail: Human Resources, Housing Authority HR Services, 3770 Kempt Road, Suite 3, Halifax, Nova Scotia, B3K 4X8

Submissions must be received by midnight on the closing date.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.