Job Description Operations Manager Human Resources

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1 Department: Primary Location: Award/Classification: Status of Employment: Accommodation Services As per employment contract Contract by negotiation As per employment contract Date Reviewed: December 2015 Reports To: Position Summary Chief Operating Officer (COO) The is responsible for the overall development and delivery of property and tenancy services, community and tenant engagement, compliance and reporting, and continuous improvement. On behalf of the COO this role implements social and affordable housing and ensures sustainable services are delivered in a collaborative, proactive and solution focussed corporate approach. In addition the will manage housing operations and related agreements, contracts and services within their area of responsibility, ensure housing operations are delivered in accordance with Unity s strategic directions and annual business plan and within allocated budgets. As part of the Leadership Team, you will assist in the development and review of goals, objectives, strategies and initiatives in accordance with Unity s planning processes oversee the maintenance of records and ensure Unity s operations comply with accreditation systems and processes. As a senior manager you will be at the forefront of systemic and operational change in a growth environment. Leading by example you will support, coach and mentor all direct reports to ensure a comprehensive understanding of roles, responsibilities and performance expectations. Key Reporting / Working Relationships Internal COO, Executive and Leadership Teams Works in close collaboration with other Unity colleagues to facilitate outcomes External Liaises with key industry and government contacts including: Local Councils and funding authorities, Renewal SA, MOU partners, tenants and tenant advocates and SACAT Special Conditions Hours of work are as per contract Position is based at Norwood, with a requirement to work across other Unity sites A current driver s licence is essential A six month probationary period will apply 5 weeks annual leave Some out of hours work will be required during peak times of activity or tight deadlines Prior to appointment and on an ongoing basis staff must undergo a satisfactory police check All staff must participate in performance reviews and performance development opportunities as required Job Description Version 2.1 (29/12/15) Unity Housing Company Page 1 of 5

2 KEY RESPONSIBILITIES Operational Management Time Spent (%) Provide leadership and supervision of Regional Managers ensuring workload management and prescribed tasks are undertaken in a timely and efficient manner Work with regional managers to ensure regional teams are meeting required KPI s and work in alignment with Unity s values and culture and required standards Effective management of assigned projects against designated timeframes and budgetary requirements. Oversee data collection, analysis and reporting as relevant to Accommodation Services and Unity more broadly Assist with the development and implementation of the Company s Business Plans, service priorities and financial goals Contribute to the development, implementation and review of Unity s housing program budget to ensure compliance with budgetary guidelines and financial delegations of authority Support and facilitate a collaborative working relationship with Unity s Assets/Maintenance Team Assist in the development, implementation and review of operational systems requiring project planning and change management strategies Participate in the development of tender and grant applications Other duties as appropriate 50% Continuous Improvement and Service Quality Time Spent (%) Monitor services, policies and procedures to ensure the needs of the organisation, key stakeholders and other contracting agencies are consistently met Develop and maintain a monthly reporting mechanism which ensures the COO is regularly provided with timely information and advice Ensure Unity delivers professional tenancy management services that comply with the requirements of the Residential Tenancies Act and other relevant legislation and licensing requirements Ensure day to day service delivery is conducted in accordance with the Company s objectives and policies and all relevant acts, guidelines and industry standards Monitor the management of complaints and disputes in accordance with organisational and regulatory requirements and conduct investigations for complex complaints/disputes within required timelines and ensure recommendations are actioned as appropriate. Maintain own professional knowledge and networks and undertakes training and development as requested by Unity within designated timeframes 15% Job Description Version 2.1 (29/12/15) Unity Housing Company Page 2 of 5

3 Resource Management Time Spent (%) Support staff to develop a collaborative, creative and innovative approach to their work in line with Unity s values and culture Operate within a whole of portfolio and organisation context, considering the organisational impact of planning and decision making in a changing environment Facilitate a culture which fosters a professional approach to service delivery and ensures operational efficiencies Ensure all staff within designated teams receive appropriate mandatory and discretionary training and development to attain the knowledge and skills needed to meet the operational needs of the organisation Participate in the development of long term staffing strategies, performance management and recruitment and selection processes to ensure the ongoing development and delivery of high quality, tenant focused services 25% Relationship Management (internal and external) Time Spent (%) Ensure the values and culture of Unity are incorporated into all internal and external business relationships and model best practice in the interpretation and implementation of the values and cultures Actively network with stakeholders and other parties to develop long term relationships Together with the Leadership Team,, facilitate collaborative functional team relationships across the Organisation Establish and maintain effective liaison with organisations referring into Company programs and other relevant government and nongovernment groups Represent Unity on relevant committees, forums and working groups 25% Key Performance Indicators The following areas will be assessed and measured using Unity s Performance Development Program to assess effective performance in accordance with the requirements of this Job and Person Specification and the employee s contract: Consistency in professional practice across multiple regions Operations management that meets Unity s strategic directions and business plan, industry standards and the requirements of relevant legislation Effective change management within a rapid growth environment Effective relationship management with all stakeholders Operational management (including the use of and deployment of available resources) that meets the Company s objectives Specific Performance Measures (KPI s) for this role will be developed in conjunction with the COO to ensure that outcomes in the above Key Result Areas are appropriately measured in determining the level of performance. Job Description Version 2.1 (29/12/15) Unity Housing Company Page 3 of 5

4 Values and Behaviours All Unity staff are required to model the following behaviours and values and participate in performance reviews and management as directed and in line with published expectations as outlined in the Code of Conduct, Strategic Plan and related documents. These are available on Unity s intranet and website and updated as necessary: Respect; Principles of Social Justice; Innovation and Creativity; Collaboration and Partnerships; Leadership and Continuous Improvement; Transparency, Accountability and Honesty; and Sustainable Housing in Sustainable Communities. PERSON SPECIFICATION Education/Qualifications Qualifications in property, property management and/or relevant discipline are essential Experience Extensive experience in a leadership position with multi-disciplinary staff and operational management responsibility, ideally in property management or housing Proven experience in delivering high quality service, measured against corporate and industry benchmarks Proven ability to work autonomously and exercise independent judgement, within delegated authority, to lead and manage the performance of staff and ensure they operate within industry expectations, legislation and local and achieve best practice Strong negotiating and communication skills at senior management level, including the ability to identify and engage with key stakeholders to deliver key outcomes Proven experience in undertaking complex investigations and making appropriate recommendations Qualifications in management and/or relevant discipline Previous professional experience in a not for profit environment or relevant private industry Understanding of quality systems, particularly in relation to social housing Experience in, Human Resource management Job Description Version 2.1 (29/12/15) Unity Housing Company Page 4 of 5

5 Excellent financial management and budget development skills Sound competence with business technology, such as Microsoft Office and property and tenancy databases Ability to work in a collaborative and proactive manner to promote solutions, with experience in conflict resolution Experience in workplace health and safety systems, policies and procedures and in ensuring adoption and adherence Knowledge Working knowledge and understanding of current social housing sector and related systems, such as National Community Housing Standards and National Regulatory System, Residential Tenancies Act, Appeals and SACAT Understanding of the not for profit business environment Knowledge and understanding of WHS and Privacy principles Comprehensive understanding of quality service provision models and delivery Knowledge of community housing processes and familiarity with appeals processes. Knowledge of the disability and/or homeless sector and its resources Knowledge of social housing rent calculators Awareness of issues and requirements of special needs groups; particularly homeless adults and families or people at risk of homelessness; and people with a disability Strata Management and the Strata Titles Act Approval: Acting Chief Executive Officer Date: 29/12/2015 I acknowledge receipt of and agree to the duties and expectations as outlined within this job description. Name: Signature: Date: Job Description Version 2.1 (29/12/15) Unity Housing Company Page 5 of 5

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