Senior Tenancy Services Manager in Sydney

At SGCH, we believe everyone belongs. This is why our purpose, ‘to create belonging’ drives our commitment to build a team where diversity, inclusion and connection are at the heart of what we do. As a leading not-for-profit community housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, we continue to invest in our people, our homes, and our communities. Guided by our values – We Care, We Create, We Connect – we’ve built an inclusive workplace by caring for one another, creating and sharing new ideas, and connecting authentically every day, where everyone has the opportunity to grow and thrive.

We are committed to fostering an inclusive environment and building a team that reflects the diversity of the communities we connect with. We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ individuals, and people of all ages and life experiences. If this role excites you but you’re not sure you tick every box, we still encourage you to apply. Your passion and potential matter. Join us in creating sustainable, connected communities where everyone feels a sense of belonging and are empowered to thrive.

What we offer:

• Competitive package – 35-hour work week with competitive and above Award pay
• NFP salary packaging – Up to $15,900 tax-free, plus $2,500 for meals, entertainment and accommodation, and Novated leasing providing both convenience and savings
• High-growth environment – Real opportunities to grow your career with a focus on internal promotions, in-house learning and development and study assistance support
• Health and wellbeing benefits – Corporate discounts with Flare for everyday savings, Reward and Recognition program, access to a free 24/7 Employee Assistance Program (EAP) for you and your family
• Paid Parental Leave – 12 weeks paid parental leave and 3 days bonus annual leave
• Agile and innovative work practices – Hybrid work arrangements including work from home options, and modern, well-located offices close to public transport

About the role and about you:

As the Senior Tenancy Services Manager, you will provide strategic leadership for tenancy service delivery across SGCH, ensuring strong customer outcomes, regulatory compliance, operational excellence and service sustainability. Reporting to the Director, Community Housing, you will lead a team of Tenancy Managers and work closely with internal leaders, government agencies, regulators and community partners to influence service delivery and organisational outcomes.

To succeed in this role, you will bring proven leadership experience in housing, community services or customer-focused environments, strong strategic and operational management capability, and the ability to lead change, performance improvement and workforce development. You will also have highly developed stakeholder engagement skills and a commitment to delivering positive outcomes for customers and communities. This is a permanent role, requires travel to all SGCH office locations and portfolios as required.

Duties:

• Lead the strategic direction, performance and continuous improvement of Tenancy Services
• Manage and develop a high-performing team of Tenancy Managers across multiple locations.
• Monitor service delivery, compliance, risk and customer outcomes, implementing improvements as required.
• Oversee complex and escalated tenancy matters, ensuring appropriate risk management and decision making.
• Build and strengthen partnerships with internal stakeholders, government agencies and community organisations.
• Contribute to organisational strategy, business planning, transformation initiatives and service innovation.

Qualifications:

• Relevant tertiary qualification in housing, social work, community services, management or a related discipline, or substantial equivalent senior executive leadership experience within a complex human services, housing or community sector environment.
• Holds a current full NSW Drivers license.
• Demonstrated success leading large-scale housing, tenancy, customer or community service functions, with accountability for organisational strategy, operational performance, governance, workforce leadership, financial sustainability, risk management and continuous improvement.
• Extensive knowledge of social and affordable housing, tenancy management, the Residential Tenancies Act 2010 (NSW), regulatory and funding frameworks, with experience shaping organisational policy, service delivery models and strategic initiatives to achieve sustainable customer and community outcomes.
• Proven ability to lead organisational change, business transformation and complex projects, using strategic analysis, evidence-based decision making and innovation to improve service quality, customer outcomes and operational effectiveness.
• Highly developed executive leadership, stakeholder engagement and influencing skills, with demonstrated ability to build strategic partnerships, represent the organisation with government, regulators and sector stakeholders, and deliver positive outcomes for diverse communities, including Aboriginal and Torres Strait Islander peoples.