Relationship Manager

Toronto Community Housing; Toronto; Hybrid; CAD 70,000 - 100,000; Full time

Job summary

Toronto Community Housing recherche un Relationship Manager pour agir comme point de contact principal entre les équipes de gestion des installations et les locataires. Le candidat sera responsable de la gestion des relations, de l'engagement des locataires et de la supervision de projets de réparation capitales, assurant un service à la clientèle de qualité. Ce rôle exige des compétences en communication, une expérience en gestion de projet et une compréhension des enjeux auxquels font face des locataires avec des vulnérabilités sociales et économiques.

Benefits

Plan de pension à prestations définies

Jours de congé personnels payés

Programme d'assistance aux employés et à la famille

Reimbursement de frais de scolarité

Congés de maternité et parentaux

Réduction d'adhésion à la condition physique

Qualifications

• Expérience dans la gestion de projet et d'équipe.
• Capacité à travailler dans un environnement syndiqué.
• Maîtrise des documents de construction et autres documentations techniques.

Responsibilities

• Gérer les relations entre plusieurs divisions et équipes.
• Développer des stratégies d'engagement pour les locataires.
• Assurer la qualité du service à la clientèle et s'assurer que les objectifs sont atteints.

Skills

Communication

Gestion de projet

Résolution de conflits

Capacité d'écoute

Leadership

Education

Connaissance en gestion financière

Tools

Microsoft Office

MS Project

Job description

In addition to a competitive salary and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including :

• Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
• Minimum four(4) weeks of paid annual vacation days, increasing with years of service;
• Four (4) paid personal days per year;
• Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
• Health and dental benefits, including a health spending account available upon your start date;
• Employee and family assistance program;
• Maternity and parental leave top up (93% of base salary);
• Training and development programs including tuition reimbursement of $1500 per calendar year;
• Fitness membership discount

This job offers the opportunity to work from home as part of a hybrid work arrangement. This arrangement will allow you to work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service delivery requirements.

Make a difference

The Relationship Manager is the single point of contact and liaison between the Regions / Seniors Housing Corporation (SHC) and Facilities Management (FM) on all aspect of facilities management including, but not limited to project design, construction, and consultation as well as preventive maintenance issues.

This role is accountable for building strong relationships and partnership at all levels of TCHC to enhance the tenants’ quality of life and provide effective tenant supports during the delivery of capital repair work including resolution of any tenant concerns related to capital repair work.

The incumbent also provides leadership within the Capital Engagement team to identify, plan and execute initiatives to improve supports for tenants and staff when capital projects are taking place in their homes. TCHC’s Capital Repair Budget is $340M for 2025.

The role is accountable for ensuring Regional / SHC staff are provided with access to the information and data they need with respect to all Facilities Management items.

What you’ll do

Single Point of Contact

• Manage the relationship between the Facilities Management division and Regional / Seniors Housing Corporation teams
• Act as the Single Point of Contact for all Regional / Seniors Housing Corporation questions regarding all Facilities Management activities by having an in-depth understanding of all Facilities Management departments and activities
• Facilitate regular update meetings with Regional / Seniors Housing Corporation teams to :
• Answer all questions related to Facilities Management’s and its activities and services
• Resolve and respond to tenant concerns related to Facilities Management’s activities
• Plan and review incoming capital repair projects

Tenant Engagement

• Develop and implement effective tenant engagement strategies around capital repair projects.
• Provide optimal customer services to tenants and other business units.
• Respond quickly and appropriately to urgent issues, executive requests and other escalations as they arise.
• Establish, monitor and report on client service levels with the aim of successfully meeting division goals and objectives.
• Coordinate with Regional / Seniors Housing Corporation teams regarding disruptions to tenants during ongoing construction. Work with teams to minimize the impact to tenants
• Attend / organize public meetings as needed which may occur during evenings and weekends.
• Attend pre-construction conferences, progress meetings and relay tenants’ concerns to all stakeholders.

Service Delivery

• Respond quickly and appropriately to urgent issues, executive requests and other escalations as they arise.
• Establish, monitor and report on service levels with the aim of successfully meeting division goals and objectives.
• Ensures execution of Facilities Management best practices in operational management.
• Coordinate with others to promote and deliver quality services across the portfolio by monitoring projects and liaising with clients and contractors.
• Review reports to maintain awareness of projects at the required buildings, and proactively manage coordination of information and supports at subject capital repair sites.
• Effectively coordinate Facilities Management business units to ensure that exemplary and seamless services are provided to the clients in a cost effective manner.
• Present ad hoc status reports as necessary to keep customer management conversant on updates.

HR and Administrative Oversight

• Ensure the provision of proactive, high quality service delivery within the unit.
• Build a high impact, high performing and collaborative team in order to successfully execute the team goals.
• Effectively lead, guide, coach and mentor all direct reports, so that they, in turn, can effectively lead their direct reports.
• Promotes the Toronto Community Housing Culture Model within the Unit
• Manage a team of union and non-union staff to deliver service that meets the established standards, metrics and targets
• Coach and train staff ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning. Build and nurture a culture of tenant-centric performance excellence through communication, coaching and fair / equitable treatment of staff; promoting a safe, respectful, diverse and inclusive workplace.
• In collaboration with Human Resources, contribute to the resolution of labour relations matters including discipline, grievances and union partner relationship management.

What you’ll need

• Experience in the development, analysis and justification for replacements of building components or systems, capital improvements and providing input into building capital planning need
• Strong communication and facilitation skills required to advise and influence client
• Strong listening, verbal communication, writing, conflict resolution and presentation skills
• Project management experience with proven track record of seeing projects from inception to completion
• Ability to read and understand construction documents and other technical documentation
• Capable of coordinating a number of competing and changing priorities
• G-License and access to a vehicle is an asset to travel to various buildings
• Fully conversant with Microsoft Office and MS Project
• Knowledge of financial management, reporting, and business case development
• Excellent organizational, supervisory and decision making / problem solving skills and ability to manage staff to achieve the required outcomes
• Working Knowledge of Labour and Race Relations, Codes, Standards, Legislation, Regulations, jurisdictions and Acts including the Occupational Health and Safety and the Construction Lien Acts
• Ability to understand complex tenancies and the issues that affect those with social and economic vulnerability, diverse in age, race, sexual orientation, culture and ability
• Experience working and managing staff in a unionized environment

What’s next

Once you apply, we’ll review your resume and contact you if we believe your skills and experience will make you successful in the role. If you are selected to move forward, the process will include one or more interviews and / or assessments and reference checks.

INDS

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Relationship Manager • Old Toronto, ON, Canada