OVERVIEW
The Director, Operations (DO) role is a key member of the senior management team, reporting to the Chief Operating Officer (COO). The DO is responsible for planning and directing all aspects of BCIHS’ operations including administration of operational policies, objectives, and initiatives across the Affordable Housing portfolio and Maintenance Operations (which also serves Supportive Housing) to ensure the delivery of safe, affordable, quality housing and tenant support services.
KEY ACCOUNTABILITIES
Strategic and operational Leadership
In collaboration with the Society's senior management team, the DO designs and implements business strategies, plans and processes by:
- Developing and implementing new business strategies for creating or improving processes and procedures to improve performance
- Establishing policies that promote Society culture and vision
- Ensuring that operational goals are aligned with strategic objectives
- Setting comprehensive performance and learning goals that drive the achievement of Society strategic objectives
- Fostering collaboration between departments and other internal groups to ensure an integrated approach to operations
- Leading and directing program development, consensus-building, and internal communications
- Facilitating the resolution of issues or problems between departments and functional roles
- Acting on behalf of the COO during their absence
Property Management
The DO is responsible for overall maintenance and management of BCIHS properties by:
- Overseeing BCIHS property operations and the work of property management staff
- Adhering to established long-term maintenance plans of the Society and established Replacement Reserve Plans for each site.
- Ensuring that the staff have clear and specific instructions regarding work priorities.
- Ensuring that adequate tools and resources are made available to the staff so that their work can be done properly
- Identifying and initiating needed training and professional development for staffed teams
- Ensuring safety protocols are established and enforced, and that safety and fire inspections are conducted on a timely and scheduled basis to meet compliance requirements.
- Ensuring property managers maintain BCIHS property standards, rectifying any unsafe condition in a timely manner
- Ensuring that staff operate within established budgets for maintenance and repairs
- Ensuring procedures are in place and adhered to relating to move-ins, move-outs, annual inspections, issuance of notices, collection of rents and deposits, and all matters related to the management of rental properties of the Society.
Tenant Relations
The DO is responsible for creating and sustaining a housing environment that is safe and secure, and offers a positive living environment for residents by:
- Establishing policies and procedures that provide quality property management services to tenants
- Implementing and maintaining appropriate security measures at all BCIHS sites as necessary
- Ensuring that proper tenant policies and regulations are in place to manage rental properties in compliance with Residential Tenancy Act (RTA) requirements
- Attending to violations of the RTA in a timely manner; serving notices, warning letters and communication consistent with the RTA; ensuring that cases are full and properly documented in anticipation of arbitration; representing the Society in arbitrations as necessary
- Receiving, reviewing and administering tenant unit transfer as per Society policy.
New Applicant
The Do oversees the facilitation of tenants needs in security safe, affordable housing by:
- Overseeing the administration of housing applications policy
- Ensuring that fair procedures are in place for processing housing applications
- Ensuring procedures are in place to check references and make reasonable enquiry into the background of applicants
Financial Accountability
The DO ensures sound financial management of BCIHS operations funding resources by:
- Working with the Chief Operating Officer (COO) to oversee the preparation of an annual budget, forecasts and long-term financial plans; and to ensure adherence to annual budgets
- Working with the COO and Director of Maintenance and Capital Assets to prepare Replacement Reserve forecast, approving major expenditures and monitoring the same
- Preparing annual reserve budget allocations for Property Managers to provide information in order that Property Managers can make purchases and coordinate upgrades
- Approving major maintenance expenditures
- Working with Property Managers and Director of Maintenance and Capital Assets to prepare maintenance budgets
- Directing the collection of rents and arrears, damage deposits, parking and utility charges, and other Society revenue in timely and efficient manner
- Overseeing the consistent implementation of all financial aspects of the YARDI property management software program for BCIHS
Quality Improvement
- Performing program oversight by ensuring that each program or service is operated in accordance with established laws and regulations, as well as BCIHS policies and procedures.
- Developing policies for consideration by the Senior Management Team and the Board of Directors and ensuring that policies are implemented in the most effective manner.
- Directing and participating in employee investigations as needed.
- Reviewing data and trend in other jurisdictions, comparing information to Society performance indicators, conducting an analysis, preparing reports and making recommendations for action and/or advocacy to the COO.
- Participating in staff training with respect to Performance Management, RTB Arbitrations, BCIHS policies and procedures and other topics as required.
- Ensuring confidentiality in review and release of BCIHS information under PIPA.
- Participating as a senior leader in the ongoing administration of the Society
Community Liaison
The DO maintains and enhances the Society’s public image and effectively works within the community to enhance BCIHS’s profile by:
- Developing and maintaining relationships with other housing providers locally and across the province
- Networking with BCHMC, BCNPHA by scheduling regular meetings with key partners
- Participating in committee and task force work that is related to the position’s responsibilities
QUALIFICATIONS
Education, Training, and Experience
- Post-Secondary degree in Business, Finance or Property Management
- Minimum of 5 years’ experience with housing or social service agencies in progressively more responsible positions
- Effective leadership skills, with a strong focus on operations and business processes
- Experience developing and managing financial resources within budgets
- Experience working in the Indigenous community.
- Familiarity with the issues facing Indigenous and marginalized people
- Knowledge of Indigenous peoples and culture
Knowledge, Skills & Abilities
- Knowledge of BC residential tenancy legislation
- Knowledge of BC social housing programs
- Knowledge of financial management, capital funding, contracts, and partnerships
- Well-developed people management skills
- Able to identify key issues creatively and strategically overcome internal challenges or obstacles
- Familiarity with employment standards, policies, practices, and procedures
- Sound understanding of risk management
- High level of integrity, confidentially, and accountability
- Sound analytical thinking, planning, prioritization, and execution skills
- A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills
- Ability to communicate effectively verbally and in writing
- Demonstrated proficiency in the use of technology and systems
- Ability to work occasional flexible hours
- Current BC Driver’s license and reliable vehicle
Job Type: Full-time, Temporary, Exempt
- Contract ending December 31, 2026, with the possibility of extension
How to Apply:
Please send your cover letter and resume to [email protected] with the job title in the subject line.
Diversity and Inclusion Statement
BCIHS aims to provide an inclusive workplace that leverages diversity, ensuring that everyone feels valued, safe, respected, and empowered to grow. In keeping with our organizational Vision and Mission, we encourage applications from candidates of Indigenous ancestry who possess a strong understanding of Indigenous culture, practices, and the impacts of historical injustices.
Pay: $114,800.00-$128,299.00 per year
Benefits:
Application question(s):
- Do you identify as Indigenous or Metis in Canada?
Experience:
- leadership in housing/social services: 5 years (preferred)
- direct property management or housing operations: 1 year (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
