Director of Tenant Services

Kingston & Frontenac Housing Corporation; Kingston; On-site; CAD 98,000 - 126,000; Full time

Job summary

The Kingston & Frontenac Housing Corporation is seeking a Director of Tenant Services to lead and improve tenant experiences and service delivery. This role involves managing a team and ensuring compliance with housing legislation while implementing strategic initiatives. The successful candidate will possess extensive experience in operational leadership and property management, contributing to the community's wellbeing.

Benefits

Comprehensive employee benefit plan

Pension plan

Qualifications

• Seven or more years of experience in senior management.
• Experience in property management/community housing.
• Strong commitment to tenant experience and wellbeing.

Responsibilities

• Lead and mentor staff of the Tenant Services Department.
• Oversee Rent-Geared-To-Income program and tenancy retention strategies.
• Develop annual department work plans and monitor performance.

Skills

Leadership

Operational Management

Conflict Resolution

Team Coaching

Property Management

Education

University degree in Business, Public Administration, Social Services

Master’s Degree

Tools

Property management software (Yardi/Rent Café)

Office 365

Job description

Kingston & Frontenac Housing Corporation

Director Tenant Services Job Posting

Kingston & Frontenac Housing Corporation (KFHC) is the largest social housing provider in Kingston, Ontario, providing affordable and market rental housing.KFHC’s mission is to build and provide quality affordable housing and as an active leader in housing, encourages the wellbeing of our tenants and the promotion of healthy communities.

Position Summary:

KFHC is seeking a Director of Tenant Services who reports to the Chief Executive Officer (CEO) and as amember of the Executive Team is responsible for planning and directing of Tenant Services by ensuring tenants receive high-quality tenant experience from the Tenant Services through a team of managers and frontline staff responsible for delivering tenancy related services from the initial offer process, lease signing, rent collection, rent calculation and annual rent-geared-to-income renewal, addressing behaviors and tenant-to-tenant issues, eviction prevention efforts, connecting tenants with housing supports and making referrals to communities agencies.

The Director of Tenant Services must be able to work independently, provide effective support to the CEO and lead by example through hard work, dedication, and innovation with a proven track record of leading transformative change.

Key Responsibilities:

Provide leadership, supervision and mentoring to managers and staff of the Tenant Services Department on housing policies, legislation, systems, best practices and operational requirements with a strong commitment to improving tenant experience and wellbeing.

Developing and directing the delivery of programs, services and supports, providing oversight for the administration of Rent-Geared-To-Income program, tenancy retention and arrears management strategies, pest management and legal activities related to tenancy.

Develops annual department work plans and monitors and analyzes trends to achieve a high level of performance and outcomes.

Oversee the development and implementation of the tenant engagement strategy and the community safety program.

Facilitates collaboration and communication within the Tenant Services Department and throughout the Corporation to create consistent and efficient processes that support department and organizational priorities.

Works collaboratively with the Executive Team to plan and implement corporate strategies including fiscal management, risk management, and assessment of strategic plan achievement through key performance indicators and benchmarks.

Participates on a rotational basis “management on call service” to address after hour’s maintenance and emergency situations.

The role description is not intended to cover or contain a comprehensive listing of activities and responsibilities that are required for the incumbent.Other duties, responsibilities and activities may be assigned at any time with or without notice.

Education, Experience, & Qualifications:

University degree in Business, Public Administration, Social Services or a related discipline. Master’s Degree preferred.

Seven (7) years or more of progressive experience in an executive or senior management capacity with demonstrated strength in operational leadership.

Managing complicated and/or complex operations with multiple stakeholder interests, with preference for public sector or large non-profit experience.

Implementing innovative long-term business strategies while managing and optimizing day-to-day operations.

Coaching and managing teams of staff, with evidence of leading high-functioning teams and the ability to resolve conflicts between employees in a fast-paced unionized environment.

Minimum of five (5) years’ experience in property management/community housing with experience managing Rent-Geared-to-Income programs.

Property Management Designation or certification (IHM or CIH) and experience with property management software (Yardi/Rent Café) is an asset.

Working knowledge of legislation and laws regarding landlord/tenant and Residential Tenancies Act, Housing Services Act, Ontario Fire Code, Municipal Property Standards Act, Local By-Laws, Municipal Freedom of Information and Protect of Privacy Act, Occupational Health & Safety Act and all other relevant legislation.

Demonstrated experience with computerized systems, Office 365 and other productivity tools and software applications to effectively execute work and projects.

Possess a valid “G” Driver’s License and access to a reliable vehicle.

Tentative Start Date: October 1, 2025

Salary & Benefits:

Salary range of $98,725 to $125,679 per annum with a comprehensive employee benefit and pension plan.

Application Process:

A cover letter and resume must be received by 4:00 P.M, August 11, 2025.

When submitting your cover letter and resume, be sure to inform us of your skills and qualifications that match the specified criteria outlined in the job posting.

Please send your cover letter and resume to the attention of:

David Kelly

Executive Operations Administrator

119 Van Order Drive, Kingston, ON K&M 1B9

E-mail: [e-mail]

Only qualified candidates will be contacted to enter the hiring process, which may include interviews, written/practical tests, presentations and reference checks.

KFHC will provide reasonable accommodations to applicants with disabilities at all stages of the hiring process in accordance with the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act, 2005.

Thank you for your interest in Kingston & Frontenac Housing Corporation.