Title:  Manager, Municipal Housing System Improvements

Summary of Duties:

Reporting to the Manager, Housing Services, the Manager, Municipal Housing System Improvements drives transformational change that will deliver meaningful results by promoting and leading the implementation of continuous improvement and process mapping using key performance indicators, tracking and reporting, with the goal of increasing the collective capacity of all leaders and employees across the Corporation of the City of London and related Agencies, Boards and Commissions in conjunction with London’s community and affordable housing providers. This position will manage projects and initiatives that support an increased level of service including data management, business processes and customer service improvements within community and affordable housing space.  

Work Performed:

• Provide leadership in the coordination and delivery of London’s Housing Stability Action Plan that contributes to the implementation of strategic initiatives for Municipal Housing to meet the Council’s Strategic Plan.
• Provide leadership in the execution and delivery of services and programs in the following areas of accountability: 
  • Document and analyze business systems and/or processes; identify a range of feasible options for operations, policies, technology, data and information systems, and management practices; assess the implications and viability for each option; and recommend changes to improve service delivery to address ongoing affordable housing challenges in the system. 
  • Develop innovative solutions that support the achievement of Housing outcomes using unique and differentiated approaches to problem-finding and defining, critical thinking, debate and dialogue in an effort to create wider participation in examining alternative paths of development considering long-term opportunities. 
  • Lead the collection, analysis and reporting of data through various methods such as leading focus groups, workshops and user interviews in collaboration with a diverse range of partners to inform innovative approaches to support the delivery of housing services.  
  • Engage with local and regional Housing sector experts in conjunction with leadership teams across the Corporation to conduct analysis, develop and maintain key performance indicators to measure the effectiveness and efficiencies of service delivery methods, designs processes. 
  • Prepare business cases, feasibility including economic, organizational, operational, and technical impact studies, project charters/plans, business/functional/technical requirements, design documents, training strategies/plans, and user documentation. 
  • Oversee the implementation of data management tools and software to improve program efficiency. 
  • Create training, education and communication materials to support new and/or modified business processes.
  • Stay informed of policy changes and research documents from national, provincial and local government sources related to municipal housing. Meet regularly with colleagues from other Ontario municipal and provincial governments conducting similar strategies.
• Lead and/or participate in the development and implementation of continuous improvement initiatives and projects that may cross different service areas and result in alternative service delivery options that improved operational business models and delivery of services.
• Improve efficiency and create capacity for staff by supporting and implementing new processes and structures.
• Collaborate with enterprise-wide Continuous Improvement team to ensure a consistent corporate approach to continuous improvement and reporting.  

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• Demonstrate commitment to anti-racism, anti-oppression, and human rights through interactions with community partners, employees and individuals and implementation of policies, programs and protocols that reflect this commitment. 
• Demonstrate commitment and adherence to Health and Safety legislation and programs and actively promote a culture of safety with direct reports. 
• Responsible for managing employees including hiring, coaching, administration, and performance aspects of reporting employees. Respond to sensitive and confidential human resource issues as required. 
• Integrate a change management approach across all program deliverables and methodologies that will foster management and staff commitment at all levels of the organization.
• Encourage and support employee participation and commitment to divisional and organizational objectives.  Actively mentor, provide development opportunities and build team performance with direct reports. 
• Provide updates, information and recommendations to the Manager, Housing Services on priorities with responsibility to operationalize identified goals and strategies.  
• Identify and recommend internal controls in the form of policies, procedures, practices in relation to the general and specific risks of the Corporation; ensure internal controls are implemented, monitored and reported on specific to the Division.
• Liaise with unions on issues that affect bargaining unit employees as required. 
• Promote and foster working relationships with employees and bargaining units and ensure consistent application of collective agreements.
• Fairly and consistently administer provisions of various collective agreements to promote resolution of grievances. 
• Provide representation at mediation and arbitration proceedings as required.
• Engage in opportunities to work across Divisions and Service Areas in support of enterprise-wide collaboration and coordinate projects associated with business systems. 
• Prepare reports for Council and various Committees related to housing system initiatives as required. 
• Prepare management reports, highlighting trending information/data and discrepancies, provide strategic advice and making recommendations on changes in business methods and processes, contracted services, management control tools and reporting, performance measurement, performance data reporting, best practices and program and service review.
• Adhere to the Procurement of Goods and Services Policy. 
• Provide input to the development of the annual operation budget for Municipal Housing. 
• Represent the Service Area at Standing Committees and Council meetings as required.
• Represent the City of London and Service Area in legal proceedings as required.
• Prepare a response to inquiries from elected officials, media and the public as requested by the Manager, Housing Services. 
• Advance the strengths of community and affordable housing partners, and their capacity to support the strategic directions of Council and the development and implementation of new creative and collaborative approaches and business solutions in Municipal Housing. 
• Represent the Division on the various boards and committees of external organizations, associations and government partners to promote the City of London as a leader, share best practices, build relationships, and recommend solutions as required.  

Qualifications:

• A university degree in Social Science, Public Administration, Computer Science or in a relevant area of study or equivalent combination of education and related professional and lived community experience.
• Five to seven years related experience including management responsibilities.
• Combination of project management training or business process development and management including scrum/agile certification and business analysis, change management, innovation or human centred design is an asset.
   

Skills and Abilities:

• Demonstrated knowledge and experience in system improvements and project management with an understanding of the area’s programs and services and how the work of the area aligns with the objectives of the Division. 
• Demonstrated analytical and business planning skills with a proven track record for effectively implementing and monitoring programs and services. 
• Demonstrated policy analysis, development, planning, and experience using innovation, best practices, and measured results in complex matters.
• Demonstrated positive and proactive leadership capabilities, adept at leading a group of employees, contracted services and consultants; demonstrated commitment to developing high performance teams. 
• Demonstrated ability to inspire the people they lead through productive and honest dialogue, with personal integrity and actions. 
• Ability to be a trusted advisor and/or advocate in sensitive and/or emotionally charged situations. 
• Demonstrated perseverance and resilience in addressing and escalating as required, challenges and emergent issues. 
• Proven commitment to the safety of employees with knowledge of the Occupational Health and Safety Act and applicable regulations as it relates to the position. 
• Ability to provide a high level of attention to detail, make sense of data and solve problems. 
• Highly developed interpersonal and customer services skills, including conflict resolution and problem solving; demonstrated ability to effectively communicate with diverse populations within the community; experience working collaboratively with organizations, clients, and other individuals. Political acumen to identify and manage issues.
• Ability to understand the importance of service delivery; implement initiatives that support the section’s customers in a timely and effective way.
• Computer literacy in Microsoft Office, and related software and database applications. 

Compensation & Other Information:

$87,024 - $113,644

This posting is for one (1) permanent, full-time position.

Standard hours of Work: Monday - Friday from 8:30a.m. to 4:30p.m.

Work Arrangement: Hybrid

These hours of work are subject to change in accordance to business requirements.

Police Record Check

The successful candidate will be required to complete a Criminal Record Check.