Waitlist and Leasing Manager

POSITION :   Waitlist and Leasing Manager

SUPERVISOR :   Deputy Program Director

STATUS :   Exempt

LOCATION : Onsite at 20 SE 3rd Ave, 3rd Floor Miami, FL 33131

The Program Manager provides leadership, day-to-day oversight and direction to Waitlist and Leasing Department. This Program Manager is responsible for planning, development, implementation and monitoring of the assigned waitlist, initial eligibility, voucher management, portability, and leasing teams. The incumbent is responsible for interpreting federal, state, and local regulations regarding the implementation of program, and make policy recommendations to ensure departmental compliance. Additionally, through outstanding leadership, the incumbent works toward meeting department and company performance standards and goals. Essential duties include working through the Team Supervisors; enabling them to foster a culture of customer service excellence, monitor production, conduct quality control, and ensure data integrity of transactions completed. Collaborates with Team Supervisors to ensure compliance with PHA Administrative Plan, Standard Operating Procedures, and HUD Regulations.

SUPERVISION RECEIVED AND EXERCISED : Operates under the direct, general supervision of the Program Director or his / her designee. The Manager exercises supervision over assigned teams which may change based on program and business needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES : The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and / or skills required. Other duties may be assigned.

• Monitor production, quality control, and data integrity of transactions completed by its assigned teams.
• Ensure assigned teams meet and / or exceed NMA performance standards.
• Ensure each team’s compliance with the PHA’s Administrative Plan, standard operating procedures and HUD regulations
• Determine the team’s training needs. Coordinate and provide appropriate training, coaching and leadership.
• Monitor and approve direct staff time sheets, asset and systems access requests, expense reports, and other managerial duties of the assigned teams.
• Ensure that all team members provide professional and comprehensive customer service to all internal and external customers.
• Ensure call center tickets / inquiries are appropriately responded to timely.
• Evaluate procedures and processes and provide recommendations for program excellence and performance improvements.
• Promote open communication among teams, departments, and divisions.
• Provide excellent customer service to participants, owners, co-workers, clients, and vendors when required with escalated cases.
• Prepare, submit, and present reports as requested by the Program Director.
• Create knowledge articles and other training material as processes and procedures change.
• Assist with the development and submission of grant applications.
• Create or approve payment adjustments in a timely fashion.
• Obtain certification in Housing Choice Voucher Specialist and Executive Management within 120 days of employment.
• Attend public meetings and present program information as requested by the Program Director
• Proactively monitor HUD and relevant industry groups to stay current on trends, best practices, and planned changes related to the functions of the Department.

ADDITIONAL ESSENTIAL DUTIES AND RESPONSIBILITIES :

DESIRED QUALIFICATIONS :