Manager, Rent and Lease Services

Join us at Ottawa Community Housing, where we are more than a home to about 33,000 tenants across approximately 15,000 homes. As Ottawa's largest social and affordable housing provider, ranking second largest in Ontario and fourth largest in Canada, we're committed to enhancing tenant well-being through partnerships with local service providers and support agencies.

At OCH, diversity and equal opportunities are at the core of our workplace culture. We strive to mirror the vibrant communities of our city and have been honoured as the National Capital Region's Top Employer every year since 2018.

WE ARE PROUD BECAUSE EVERY DAY WE MAKE A DIFFERENCE! Together, we're transforming tenants' lives by “providing more than a home, because we care”.

What we offer:

Joining OCH means making a meaningful difference every day. We provide opportunities to positively impact your community in multiple ways. Recognizing that our employees are the cornerstone of our organization, we offer a comprehensive and competitive compensation and benefits package, flexible work options, professional development opportunities, health and wellness programs, and more.

What we seek:

OCH is currently seeking a dedicated Manager, Rent and Lease Services. Under the guidance of the Senior Manager, Rent and Lease Services, the Manager, Rent and Lease Services is responsible for the quality, responsive and efficient delivery of rent and lease services and office administrative processes and functions. The Manager oversees rent and income reviews, unit rentals, the collection and resolution of tenant debts and the delivery of services that support successful tenancies.

Manager, Rent and Lease Services with OCH:

The Manager plays a central role in shaping a positive tenant experience and the delivery of a high standard of customer service. The Manager oversees the operation of the assigned work unit, including managing financial resources and providing overall supervision and direction to assigned staff and driving continuous improvement.

As a Manager, Rent and Lease Services, some of the things you will do include:

• Manages the marketing, allocation and leasing of vacant units to eligible individuals in accordance with statutory requirements, relevant policies, procedures and targets

• Manages processes related to tenancy administration, including income reviews, rent calculations, transfer requests and appeals, and internal reviews

• Manages effective collections processes and the proactive prevention and resolution of tenant debt related to rent, utilities, maintenance and other charges

• Manages processes and decisions related to the termination of tenancies and approves the escalation of matters to the Landlord and Tenant Board

• Monitors, reports on and provides recommendations regarding at-risk tenancies

• Monitors occurrences and ensures timely response to contacts and follow-ups

• Monitors, investigates and ensures the response to tenant inquiries and complaints, referring to other resources as required and ensuring appropriate documentation and timely follow-up

• Engages tenants and provides information, education and support on a range of community and corporate issues, initiatives and activities, contributing to a positive tenant experience through effective and compassionate tenant interactions and the delivery of a high standard of customer service

• Oversees the review and handling of claims of fraud, waste and misuse, assigning staff to review claims, escalating significant claims and ensuring appropriate documentation

• Supports the development, implementation and adherence to policies and procedures

• Reviews, monitors and makes decisions for the allocation of subsidies based on registration and program constraints including the removal of subsidy

• Ensures cross functional collaboration between staff including the identification and sharing of best practices

• Liaises with and acts as the main point of contact for designated partner agencies, ensuring the appropriate review and response to requests

• Supports the preparation of and manages assigned budget, monitors expenditures, ensures the timely validation and approval of expenses, and ensures costs are controlled

• Provides leadership and overall management of staff within areas of responsibility, including assigning, monitoring and evaluating work, setting work plans, priorities and expectations, coaching, developing and motivating staff, and ensuring effective service delivery

• Identifies, plans for and manages human resources needs for assigned area of responsibility, including hiring, termination, discipline, investigations and grievances

• Manages the effective and efficient operation of areas of responsibility, monitoring, reporting and adhering to targets and performance indicators, and driving continuous improvement

• Oversees the effective procurement and management of contractors, consultants and suppliers that support the delivery of services

As a Manager, Rent and Lease Services you can look forward to:

• A hybrid workplace with unique and ever-changing work tasks every new day

• Opportunities for growth and career development

• Using your expertise to help bring positive changes to communities that need it the most

What you bring:

Education & Experience:

A typical candidate will have the following qualifications and experience. Exceptional candidates with different qualifications will be considered at the discretion of the employer if demonstrated experience, knowledge, and ability warrant.

• Completion of a post-secondary program in public administration, social science, social work, or a related field

• A minimum of five (5) years of related experience, including experience with the management of operations and experience managing a team of staff

• Experience working in extremely dynamic environments and managing multiple and changing priorities

• Experience working with vulnerable communities and populations with complex needs

• Experience working in the housing sector is an asset

• Experience managing staff in a unionized environment is an asset

• Demonstrated knowledge of processes related to tenancy administration

• Knowledge of project and time management practices to efficiently administer several projects and deal with competing priorities

• Knowledge of community resources and networks relevant to the needs of tenants

• Knowledge of partnership development

• Knowledge of conflict resolution and mediation strategies

• Knowledge and understanding of social housing programs and RGI rent policies is preferred

• Knowledge of OCH policies and procedures related to tenant selection, placement, and internal transfers

• Knowledge of debt collection procedures

• Knowledge of Landlord Tenant Board rules, practice directions, and guidelines

• Knowledge of Word, Excel, PowerPoint, Outlook, database applications and other standard corporate software

• Understanding of the diverse needs, abilities and social, economic, cultural and other factors present in OCH tenant communities

• Understanding of the values, vision and mission of Ottawa Community Housing and a commitment to support those objectives

• Knowledge of applicable health and safety legislation, including the rights and responsibilities of workers and supervisors

• Must be familiar with all applicable statutory requirements, policies, procedures and guidelines relevant to area of work

Skills and abilities:

• Mediate disputes and resolve delicate situations with tact and diplomacy

• Ability to identify and implement ongoing business process improvement

• Ability to work in a dynamic environment that requires flexibility and creativity, and to manage the resulting stressors

• Effective client service and collaboration skills, including ability to develop and sustain successful relationships with internal and external stakeholders

• Ability to develop and lead cross-departmental and inter-agency functional teams

• Proficient in the use of information technology such as mobile devices and computer systems in the performance of work

• Oral fluency and reading and writing abilities in English are required

• Oral fluency, reading and comprehension abilities in French is required

Other requirements:

• Satisfactory Criminal Records Check

• Valid “G” driver’s license or equivalent and/or must have access to a vehicle.

Work conditions:

This is a full-time hybrid position with on-site attendance as required.

OCH is committed to providing accommodations for people with disabilities. If you require an accommodation, please notify Human Resources and we will work with you to jointly address your needs.

Apply now!

Location: Ottawa Salary Range: $102,002.97 - $127,562.33 Pay Type: Annually Department: Tenancy Administration Employment Type: full-time Closing Date (MM/DD/YY): 26/10/2025 Position Type: permanent ID: 748