Senior Tenancy Services Manager

St George Community Housing; Sydney; Hybrid; AUD 150,000 - 210,000; Full time

Benefits offered by this job

35-hour week

NFP salary packaging

Health and wellbeing benefits

Paid Parental Leave

Hybrid work arrangements

Job summary

St George Community Housing in Sydney is seeking a Senior Tenancy Services Manager to provide strategic leadership for tenancy service delivery, ensuring strong customer outcomes, compliance, and sustainability. You will lead Tenancy Managers and collaborate with government agencies to influence service delivery.

The role requires proven leadership in housing or community services, with capability to drive change, performance improvement and workforce development across SGCH locations.

Qualifications

• Proven leadership experience in housing, community services or customer-focused environments.
• Strong strategic and operational management capability.
• Ability to lead change, performance improvement and workforce development.
• Highly developed stakeholder engagement skills with government agencies and partners.
• Extensive knowledge of social and affordable housing regulatory and funding frameworks.

Responsibilities

• Lead the strategic direction, performance and continuous improvement of Tenancy Services.
• Manage and develop a high-performing team of Tenancy Managers across multiple locations.
• Monitor service delivery, compliance, risk and customer outcomes, implementing improvements as required.
• Oversee complex and escalated tenancy matters, ensuring appropriate risk management and decision making.
• Build and strengthen partnerships with internal stakeholders, government agencies and community organisations.
• Contribute to organisational strategy, business planning, transformation initiatives and service innovation.

Skills

Leadership

Stakeholder engagement

Strategic planning

Governance & risk management

Education

Tertiary qualification in housing, social work, community services, management or related discipline

Job description

St George Community Housing – Sydney CBD NSW

At SGCH, we believe everyone belongs.This is why our purpose,‘to create belonging’drives our commitment tobuild a team wherediversity, inclusion andconnectionare at theheartof what we do.

As a leadingnot-for-profitcommunity housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, wecontinue toinvestin our people, our homes, and our communities. Guided by ourvalues–We Care, We Create, We Connect –we’vebuilt an inclusiveworkplaceby caring for one another,creatingand sharingnew ideas, and connecting authenticallyevery day,whereeveryonehas the opportunity togrow and thrive.

We are committed tofostering an inclusive environment andbuilding a team that reflects the diversity of the communities weconnect with. We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ individuals, and people of all ages and life experiences.If this role excites you butyou’renot sure you tick every box, we still encourage you to apply.Your passion and potential matter.

Join us in creating sustainable, connected communities whereeveryone feels a sense of belonging andareempowered to thrive.

Whatweoffer

• Competitivepackage–35-hour work weekwith competitive and above Award pay

NFP salary packaging–Up to $15,900 tax-free, plus $2,500 for meals, entertainment and accommodation, and Novated leasing providing both convenience and savings

High-growth environment–Realopportunities to grow your careerwithafocus oninternal promotions,inhouse learning and developmentandstudyassistancesupport

Health and wellbeingbenefits-Corporate discounts with Flarefor everyday savings, Reward and Recognition program,access to a free 24/7Employee Assistance Program(EAP)for you and your family

Paid Parental Leave–12 weeks paid parental leaveand3 daysbonusannualleave

Agile and innovative work practices–Hybrid work arrangements including work from home options, and modern,well-locatedoffices close to public transport

About the roleand about you

As the Senior Tenancy Services Manager, you will provide strategic leadership for tenancy service delivery across SGCH, ensuring strong customer outcomes, regulatory compliance, operational excellence and service sustainability. Reporting to the Director, Community Housing, you will lead a team of Tenancy Managers and work closely with internal leaders, government agencies, regulators and community partners to influence service delivery and organisational outcomes.

To succeed in this role, you will bring proven leadership experience in housing, community services or customer-focused environments, strong strategic and operational management capability, and the ability to lead change, performance improvement and workforce development. You will also have highly developed stakeholder engagement skills and a commitment to delivering positive outcomes for customers and communities.

This is a permanent role, requires travel to all SGCH office locations and portfolios as required.

Duties

• Lead the strategic direction, performance and continuous improvement of Tenancy Services
• Manage and develop a high-performing team of Tenancy Managers accross multiple locations.
• Monitor service delivery, compliance, risk and customeroutcomes, implementing improvements as required.
• Oversee complex and escalated tenancy matters, ensuring appropriate risk managment and decision making.
• Build and strengthen partnershipswith internal stakeholders, government agencies and community organisations.
• Contribute to organisational strategy, business planning, transformation initiatives an service innovation.

• Relevant tertiary qualification in housing, social work, community services, management or a related discipline, or substantial equivalent senior executive leadership experience within a complex human services, housing or community sector environment.
• Holds a current full NSW Drivers license.
• Demonstrated success leading large-scale housing, tenancy, customer or community service functions, with accountability for organisational strategy, operational performance, governance, workforce leadership, financial sustainability, risk management and continuous improvement.
• Extensive knowledge of social and affordable housing, tenancy management, the Residential Tenancies Act 2010 (NSW), regulatory and funding frameworks, with experience shaping organisational policy, service delivery models and strategic initiatives to achieve sustainable customer and community outcomes.
• Proven ability to lead organisational change, business transformation and complex projects, using strategic analysis, evidence-based decision making and innovation to improve service quality, customer outcomes and operational effectiveness.
• Highly developed executive leadership, stakeholder engagement and influencing skills, with demonstrated ability to build strategic partnerships, represent the organisation with government, regulators and sector stakeholders, and deliver positive outcomes for diverse communities, including Aboriginal and Torres Strait Islander peoples.