Head of Programme Management

Overall Responsibility:Program Director provides leadership, day-to-day oversight and direction to one or more operational departments. The Program Director is responsible for planning, development, implementation and monitoring of the Housing Choice Voucher (HCV) program consisting of 2,200 HCV contracts. The incumbent is responsible for interpreting federal, state, and local regulations regarding the implementation of programs, and makes policy recommendations to ensure overall compliance. Additionally, through outstanding leadership, the incumbent works toward meeting department and company performance standards and goals.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 teamsEnsure teams meet and/or exceed NMA performance standardsEnsure each team’s compliance with the PHA’s Administrative Plan, Standard Operating Procedures and HUD regulationsDetermine team staffing and training needs; Coordinate and provide appropriate recruiting, training, coaching and leadershipEnsure timely completion of performance plans, evaluations and disciplinary actions by SupervisorsMonitor and approve direct staff time sheetsEnsure teams provide professional and comprehensive customer service to internal and external customersEvaluate procedures and processes and provide recommendations for program excellence and performance improvementsFosters a culture of customer service excellencePromote open communication among teams, departments and divisionsProvide excellent customer service to participants, owners, co-workers, clients and vendors when required with escalated cases Department and Division Strategic Planning Budget development, implementation monitoring Obtain certification in Housing Choice Voucher Specialist and Executive Management within 180 days of employment. Performs other duties as assigned Responsibility for Relationships Internal:Provide excellent customer service to staff, management and corporate personnelExternal:Provide excellent customer service to clients, vendors, and other stakeholdersSupervisor Authority This position has the authority to take the following actions for employees being supervised:Exercises direct leadership over all HCV operations for one or multiple locations, based on the volume and complexity of the assignment.Supervision Provided Operates under the direct general supervision of the VP of Program Management or a Regional Director.Knowledge and Skills Required Ability to interpret and implement regulations pertaining to the program. Must be able to communicate effectively both orally and in writing; must possess strong computer and organizational skills required to prioritize multiple tasks, projects and demands. Education and Experience Required Education equivalent to a four-year degree from a regionally accredited institution in Public Administration, Social Science or a closely related field (Master’s Degree preferred). A minimum of five years of progressively responsible work experience, with three years of managerial experience, for a public agency, or related experience in the social service or community service field. Other RequirementsPHM and HCVEM certifications must be obtained within 120 of employment Behavioral CompetenciesTo perform the job successfully, an individual should demonstrate the following competencies: Leadership: Provide lead direction on special projects or processes by clearly and effectively setting course of action; and manage efficiency of processes, materials or programs by providing regular feedback and reinforcement to appropriate staff as required. Performance Excellence: Set high standards of performance; pursue aggressive goals and work hard/smart to achieve them; strive for results and success; convey a sense of urgency and bring issues to closure; and persist despite obstacles and opposition. Customer Service: Meet/exceed the expectations and requirements of internal and external customers; identify, understand, monitor and measure the needs of both internal and external customers; talk and act with customers in mind; and recognize working colleagues as customers. Effective Communication: Ensure important information is passed to those who need to know; convey necessary information clearly and effectively orally or in writing; demonstrate attention to, and convey understanding of, the comments and questions of others; and listen effectively. Quality: Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality. Responsiveness and Accountability: Demonstrate a high level of conscientiousness; hold oneself personally responsible for one's own work; and do the required fair share of work. Integrity: Must abide by strict ethical standards, integrity, objectivity and confidentiality when dealing with client, employee or financial information, and budget analysis and must avoid any personal conflicts of interest.