What we offer
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:
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Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
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Minimum four (4) weeks of paid annual vacation days, increasing with years of service;
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Four (4) paid personal days;
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Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
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Health and dental benefits, including a health spending account available upon your start date;
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Employee and family assistance program;
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Maternity and parental leave top up (93% of base salary);
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Training and development programs including tuition reimbursement of $1500 per calendar year;
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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
Reporting to the Senior Director, Operations, the Project Director, HoMES – Operations will operate with a superior level of business and political acumen, while exercising the appropriate tact and diplomacy to strategically lead and advance HoMES optimization and stabilization initiatives across the Operations Division. Specifically, this role will be integral to advancing HoMES optimization and stabilization initiatives, establishing the strategic direction that informs business practices, service models, and operational processes across all Operations units and partner divisions.
As part of the HoMES 2.0, the incumbent will serve as a key member of the inter-divisional leadership team and will lead a multi-functional team to deliver enterprise- and division-wide systems solutions aligned with corporate and divisional priorities. Working closely with other members of the Operations leadership, and partner divisions such as Finance, Information Technology Services, and Facilities Management, the incumbent will ensure that HoMES-enabled advancements are translated into practical, consistent, and sustainable processes that support operational excellence and improved tenant outcomes.
General Responsibilities:
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Represents the interests of all TCHC business units in scope.
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Oversees activities of all Business Function Leads and Business SMEs and is accountable for all business deliverables.
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Is accountable for obtaining sign-off for requirements, ensuring the solution meets the needs of stakeholders. This includes core solution requirements, in addition to reporting and data conversion requirements, and user access requirements.
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Is accountable for the successful completion of User Acceptance Testing, end user training, Organizational Change Management (OCM) activities, post Go Live support, etc.
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Builds and maintains relationships with IHMS Project Sponsors.
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Proactively connects with TCHC stakeholders on a regular basis, both formally and informally, to keep them up to speed on project progress.
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Participates in project meetings. Prepares regular status updates, issues and risks reports for project status update meetings.
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Is responsible for capturing and resolving issues and risks; escalates to Steering Committee, as required.
What you’ll do
Strategic Leadership
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Establish the strategic direction for the development, implementation, and adoption of HoMES within the Operations Division, ensuring alignment with corporate priorities, divisional objectives, regulatory requirements, and tenant service outcomes.
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Develop and maintain an Operations-focused HoMES roadmap that informs business practices, service models, and process design across Operations business units.
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Partner with the Director, Service Delivery to ensure HoMES strategic direction is reflected in division-wide service delivery models, operational priorities, and standardized business practices across Operations.
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Partner with Operations leaders and partner divisions to ensure that implications are contemplated in all HoMES decisions for service delivery, compliance, process standardization, and operational effectiveness.
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Collaborate with the Senior Manager, Service Strategy & Contract Management to translate HoMES strategy into practical process improvements, contract management approaches, compliance considerations, and service optimization initiatives.
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Lead cross-functional planning to ensure HoMES optimization and stabilization initiatives are coordinated, sustainable, and responsive to operational needs across business units.
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Identify enterprise and divisional impacts of proposed system, process, and policy changes, and provide recommendations that support consistency across Operations and other affected divisions.
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Serve as the strategic Operations lead in inter-divisional forums to ensure business requirements, operational priorities, and implementation decisions are informed by front-line service realities and future-state objectives.
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Main point of contact for all Operations Division decisions, escalation management, and risk management.
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Strategic oversight of vendor performance, including issue resolution, contract deliverable alignment, and escalation of systemic risks.
People Leadership
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Provide strategic leadership and direction to direct reports and cross-functional teams to ensure their work supports the overall HoMES vision, priorities, and desired business outcomes.
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Guide business unit leads and subject matter experts in translating strategic HoMES direction into practical workflows, operating procedures, and implementation activities within their respective areas.
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Foster strong collaboration across Operations business units and partner divisions by building shared understanding of priorities, roles, dependencies, and accountabilities related to HoMES.
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Coach leaders and teams through complex change by promoting a solutions-focused, tenant-centred, and enterprise-minded approach to decision-making and implementation.
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Build organizational capability within Operations to support ongoing HoMES stabilization, optimization, adoption, and continuous improvement.
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Influence without direct authority across divisions by establishing credibility, building relationships, and aligning stakeholders around common strategic objectives.
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Exercise diplomacy to understand, deescalate, and resolve any conflicts and escalations in manner that continues to focus on a common goal and solutions-driven approach.
Decision Authority
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Set the strategic direction and business requirements for HoMES within Operations, while informing operational decisions made by partner divisions and operational units responsible for service delivery, contract management, compliance, and service optimization.
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Make strategic recommendations regarding HoMES priorities, sequencing, and operating model decisions that affect multiple Operations business units and partner divisions.
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Determine and escalate divisional business requirements, process risks, and operational dependencies to support timely decision-making at the appropriate governance level.
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Approve or endorse Operations business process direction, in consultation with business unit leaders, to ensure alignment with the HoMES strategy and divisional priorities.
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Exercise decision-making authority on matters related to HoMES optimization, stabilization, and sustainment within Operations, including recommendations on process standardization, governance, and implementation approach.
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Resolve cross-business issues within Operations related to competing priorities, process design, and operational impacts, and recommend enterprise resolutions where broader alignment is required.
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Assess the downstream impact of system and process decisions on Operations and partner divisions, and provide direction to support consistency, feasibility, and long-term sustainment.
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Leads and participate in sessions with the software vendor to complete the above deliverables.
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Management of operational change adoption, benefits realization, and measurement of realized value across Operations.
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Prepare and deliver executive-level reporting, analysis, and recommendations to executive steering committee, executive leadership team, and board of directors.
Risk Management
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Identify, assess, and proactively manage strategic, operational, and implementation risks associated with HoMES decisions, process changes, and cross-divisional dependencies.
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Establish a risk identification and escalation approach that enables Operations business units and partner divisions to surface issues early and respond in a coordinated and timely manner.
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Assess the impact of HoMES-related risks on service delivery, compliance, tenant experience, financial controls, and operational continuity, and recommend mitigation strategies accordingly.
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Provide strategic direction on risk mitigation plans to ensure proposed solutions are practical, sustainable, and aligned with divisional and enterprise priorities.
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Monitor systemic risks emerging from process design, governance gaps, stabilization issues, or inconsistent business practices, and recommend corrective action across affected business areas.
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Lead escalation management for high-impact issues requiring cross-functional resolution, executive awareness, or enterprise decision-making.
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Ensure that risk considerations are integrated into HoMES optimization and stabilization planning, including impacts to business readiness, change adoption, and ongoing sustainment.
Business Sustainment
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Establish the strategic framework for business sustainment of HoMES within Operations, ensuring that post-implementation processes, roles, governance, and supports are clearly defined and operationalized.
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Develop and maintain a sustainment roadmap that supports long-term stabilization, continuous improvement, and effective adoption of HoMES across Operations business units.
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Inform the development of standardized business practices, operating procedures, and governance mechanisms required to support the ongoing and effective use of HoMES.
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Work with Operations leaders and partner divisions to ensure sustainment activities are aligned with operational realities, divisional priorities, and enterprise requirements.
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Establish measures and feedback mechanisms to monitor adoption, process effectiveness, business outcomes, and areas requiring further optimization or support.
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Provide strategic oversight of post-implementation issues, enhancements, and improvement opportunities to support long-term value realization across Operations.
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Ensure business sustainment planning reflects cross-divisional dependencies, resource requirements, training needs, and accountability for ongoing ownership of business processes.
What you’ll need
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University degree or equivalent combination of formal education and experience
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Minimum of 10 years’ experience in a services organization
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Minimum 5+ years’ experience leading teams, ideally with experience in a transformational initiative
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Demonstrated proficiency in Microsoft Office applications including PowerPoint, Word, Excel and Visio. Familiarity with Microsoft Project
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Organized with the ability to multi-task to meet deadlines and deliverables in a fast-paced environment
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Ability to manage relationships across all the Business and Functional areas
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Excellent team building skills, coaching, listening, group facilitation and conflict resolution skills
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Excellent interpersonal and oral and written communication skills
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Effective at building trust, respect and cooperation among teams
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Analytical ability with excellent attention to detail
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Skilled in strategic thinking and problem solving
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Experienced meeting facilitator
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High energy, strong work ethic and positive attitude
What’s next
Once you apply, we’ll review your resume and cover letter to determine if your skills and experience match the qualifications for the role. Only qualified candidates will be contacted to move forward in the hiring process. If you are contacted, the process will include an interview, written/practical test, and reference check.
