The Senior Operations Manager is responsible for monitoring and protecting the Houston Housing Authority's (HHA) and its subsidiaries' portfolio comprised of various affordable housing programs including but not limited to Public Housing, New Construction, Low-Income Housing Tax Credits, Rental Assistance Demonstration, Project-Based Assistance/Vouchers, Community Development Block Grants and Private Investors. This position will monitor day-to-day administrative operations to ensure costs, risks, compliance, and performance standards are managed to achieve desired results. This position will monitor office and site operations according to the agency's regulatory and statutory requirements mandated for multi-family communities serving low-income populations.

PRINCIPAL DUTIES AND RESPONSIBILITIES

ADMINISTRATIVE

• As directed, supervise and coach personnel to ensure optimal performance in key Asset Management components including but not limited to: Property Management, Waiting List Management, Unit Inventory, Financial Management/Budgeting, Procurement, Physical/REAC Inspections, Capital Funds, Tenant Relations, Community Development Initiatives, Database Management, Energy Efficient Action Plan, Tenant Billing, Independent Audits/Reviews, Policy Development & any other special projects.
• As directed, monitor, evaluate and coach Management Agents to optimal contractual performance and compliance.
• Conduct training and/or consultations to assist personnel and contractors in correcting performance deficiencies and/or non-compliant issues.
• Assist in modifying and monitoring compliant operations warranted by Five-Year Plan, Annual Continued Occupancy Plan, Capital Fund Plan, Operating Procedures, House Rules, Written Agreements, Contracts, etc.
• Develop and implement quality control protocols to include policies, standard operating procedures, and reports necessary to track public housing assessment system indicators and other performance standards established for an asset.
• Develop and ensure standard forms are created to conduct audit reviews for income verifications, rent calculations, processing tenant income certifications, and property sustainability in critical areas related to the performance of all assets, including operations, physical, and financial.
• Maintain data retrieved from various sources to respond to all stakeholders (HUD, State Housing Finance Agencies, Investors, Insurance Adjusters, elected officials, and other regulatory agencies) quickly and comprehensively.
• Review and coordinate responses to monitoring/audit and inspection reviews to ensure corrective actions and written responses are completed and submitted promptly, collaborating with Management Agents.
• Maintain continued knowledge of all federal, state, local and/or industry-related regulations impacting asset management, affordable housing programs, tenant rights, etc., including ongoing legislative and HUD Handbook/regulatory changes and updates. Make necessary recommendations to the Director of Asset Management.
• Compile statistical data and prepare reports and presentations as directed.
• Review, analyze, and collaborate with the REID Department to manage capital improvements and use of funds processed by Management Agents.
• Coordinate and execute operational strategies as warranted by the Director of Asset Management and/or other agency leadership.
• Participate in agency-sponsored training and staff meetings, which may include occasional local and out-of-state travel.
• Review incident reports of injuries, thefts, or significant damages to properties, handle matters relating to substantial damages and ensure insurance claim recommendations are submitted to the Finance Department. Report risks to the Director, assist in developing strategies and implement approved action plans relating to identified risks.

COMPLIANCE

• Assists with monitoring all aspects of the Tax Credit portfolio partnership performance, including file management, physical inspection processes, occupancy file preparation, financial activities, including required forms and rent calculations.
• Conduct frequent compliance reviews of data recorded in primary management software systems (Elite & PIC) to ensure accuracy and validity. The assessments shall also include software systems not provided by the agency and utilized by Management Agents.
• Review and monitor compliance with all applicable Asset Management documents in accordance to partnership agreements, management agreements, regulatory agreements, Land Use Restrictive Agreements (LURA), Admission Continued Occupancy Plan (ACOP), Annual Contribution Contracts, Loan Documents, Standard Operating Procedures, Regulatory Compliance Contracts, Service Contracts, etc.
• Conduct inspection reviews of the entire portfolio at least once per quarter to monitor risk management and analyze administrative, operational, and financial performances. Execute appropriate corrections in a proper timeframe.
• Facilitate learning solutions, preparing plans according to audit learning theory, and providing a high-impact, interactive environment.
• Develop and implement a learning curriculum that is consistent with current trends and best practices.
• Assure departmental compliance with applicable local, state, and federal regulations.
• Manage data by verifying, modifying, and resolving errors to ensure electronic/ manual records, including but not limited to: tenant roster/demographics, unit status/inventory, tenant, income limits, utility allowance, rent/subsidy, eligibility, lease agreements/addendums, recertifications, debt reporting, affirmative marketing; are complete and accurate at all times.
• Coordinate collecting and analyzing tenant surveys to monitor residents' satisfaction with project management, maintenance, and resident services. Provide evidence-based recommendations when needed.
• Attend meetings and events (including after hours and weekends) as scheduled and directed by the Director of Asset Management or other agency leaders.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of federal, state, and local laws and regulations about affordable housing programs.
• Knowledge of principles, practices, and techniques of budgeting and accounting.
• Knowledge of the principles, practices, and techniques of property management and housing quality standards.
• Knowledge of the trade skills, methods, materials, and techniques used in maintaining and repairing dwelling and non-dwelling facilities and grounds.
• Knowledge of safety precautions, procedures, and equipment used in the maintenance of facilities.
• Ability to establish and maintain effective and courteous working relationships with other agency employees, residents, and external stakeholders.
• Ability to maintain adequate records and prepare clear and concise narrative and statistical reports.
• Ability to prepare and monitor complex statistical reports.

COMPLEXITY / SCOPE OF WORK

• The employee's work primarily affects management and maintenance of the Houston Housing Authority's dwelling and non-dwelling facilities, grounds, vehicles and equipment, and residents. A successful maintenance function is essential to achieving the Houston Housing Authority's primary mission to provide decent, safe, and sanitary housing.
• The employee performs a wide variety of tasks that range from routine to complex.
  • The employee proactively identifies work to be done and determines the course of action to follow. 
  • The employee coordinates, integrate, and prioritizes the tasks and intermittently makes decisions regarding unusual circumstances, when conflicting data is present, or other non-routine occurrences. 
  • Problems and issues are quickly identified, and decisions made by the employee may involve work in several Houston Housing Authority activities.

GUIDELINES

• The employee follows various written guidelines in performing work. Specific guidelines are available concerning various building codes or specifications relative to technical repairs or modifications. 
• Specific guidelines are also available for purchasing materials, awarding contracts, and expenditures of funds. 
• Guidelines generally are not available for daily operating decisions or decisions in an emergency or unusual circumstances.
• Situations not covered by guidelines are referred to the Director of Asset Management or other departmental leaders or handled independently, depending on the circumstances.

SUPERVISORY CONTROLS

• The employee receives assignments from the Director of Asset Management. Most instructions are broad directives or policy statements. Typically, the employee gets specific instructions only in unusual or sensitive circumstances.
• The employee initiates and follows through on routine tasks with minimal supervision. Situations that arise which are not covered by instructions are referred to the Director of Asset Management or dealt with independently, depending on the circumstances.
• The employee gives general assignments to staff and contractors under their management.
• Typically, the employee identifies what needs to be done and indicates the priorities, deadlines, and resources available. 
• The employee monitors the work of subordinates for accuracy, completeness, compliance with policy, and achievement of objectives, evaluates their performance, and provides counseling.

PERSONAL CONTACTS

• The employee has contact primarily with Houston Housing Authority employees and residents, local agencies, officials, and representatives of public service organizations. 
• Typically, contacts require ordinary tact and courtesy. Infrequently, the employee may be involved in the negotiation or controversial matters, which require extra tact and diplomacy.
• Contacts are to obtain to give information or facts or to plan and coordinate activities. 
• Contact may also be made to motivate, influence, direct, or justify, defend, negotiate or resolve significant matters.

PHYSICAL DEMANDS / WORK ENVIRONMENT

• Work is performed indoors and outdoors and involves physical exertion common to the property management and maintenance industries, such as bending, stooping, standing, climbing, and walking during visits and inspection of units and developments, travel to meetings, conferences, or workshops in other cities. 
• Work involves the typical risks and discomforts associated with an office environment, visits to outdoor developments, sites, dwellings, facilities, inspections of structures, and confrontations with applicants and residents.
• Employees may be subject to calls after regular hours due to disturbances, criminal activities, utility outages, special events, meetings, etc.

MINIMUM QUALIFICATIONS

• Bachelor's Degree required with a concentration in Business/Public Administration, Finance, Accounting, Project Management, or Real Estate Management.
• Master's Degree Preferred, in any field.
• At least five years supervisory/leadership experience managing administrative operations related to property management, administrative audits, or another relevant field OR at least ten years experience serving as an Asset Manager, Regional Supervisor, or Accounting/Audit Manager.
• Demonstrated knowledge and applications of regulatory/statutory laws governing affordable housing programs (Public Housing, Housing Choice Vouchers including Tenant & Project-Based, Tax Credits, CDBG/HOME, etc.).
• Strong financial and Information Technology/Database Management background.
• Proficient in Microsoft Applications and Real Estate/Property Management Software.
• Bondable.
• Valid Texas driver's license required.
• Eligible for coverage under Houston Housing Authority fleet auto insurance.

DISCLAIMER

The above statements describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.