Homeownership Operations & Compliance Manager

Neighborhood Housing Services of Chicago•Chicago, IL

25d•Hybrid

About The Position

The Homeownership Operations & Compliance Manager is responsible for operational performance, staff supervision, compliance execution, reporting accuracy, and quality assurance functions of NHS’s Homeownership Services programs. This role serves as the department’s primary operational lead, ensuring that counseling pipelines, case management workflows, reporting deliverables, and regulatory requirements are executed efficiently and consistently. The position bridges frontline service delivery and program administration by supervising staff, owning reporting and compliance workflows, maintaining audit readiness, and driving continuous improvement across homeownership programs. The Homeownership Operations & Compliance Manager ensures NHS meets or exceeds National Industry Standards, HUD Housing Counseling requirements, and funder expectations while maintaining high-quality customer service outcomes.

Requirements

Bachelor’s degree required.
Minimum of three (3) years of experience in housing counseling, community development, mortgage lending, real estate, nonprofit program management, or related field.
Demonstrated experience supervising staff or leading operational teams.
Strong reporting, documentation, and data management skills.
Ability to manage multiple priorities, deadlines, and compliance obligations simultaneously.
Strong written and verbal communication skills.
High attention to detail and organizational discipline.
Proficiency in MS Office; Salesforce or comparable CRM systems required.
Operational leadership and accountability
Staff supervision and coaching
Compliance management
Program performance management
Data accuracy and reporting oversight
Process improvement mindset
Customer service orientation
Regularly required to talk or hear.
Frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms.
The employee may occasionally lift and/or move up to 25 pounds.

Nice To Haves

Experience working with HUD-funded or publicly funded housing programs is strongly preferred.
Working knowledge of HUD Housing Counseling Program requirements preferred.

Responsibilities

Lead daily operational execution of Homeownership Services programs, ensuring consistent service delivery from intake through file closure.
Establish and maintain standardized workflows to ensure timely case processing, documentation completeness, and program throughput.
Monitor departmental productivity and performance metrics and implement corrective actions as needed.
Partner with the Director of Homeownership Services to align operational priorities with organizational goals.
Directly supervise Homeownership Counselors and support staff.
Conduct regular one-on-one meetings, coaching sessions, and performance evaluations.
Set clear performance expectations tied to service quality, compliance standards, productivity, and customer experience.
Support onboarding, training, and professional development to ensure staff competency in counseling standards, data systems, and compliance requirements.
Own departmental reporting deliverables, including monthly, quarterly, and annual submissions to HUD, IHDA, City of Chicago, and funding partners.
Serve as the primary point of accountability for Salesforce data accuracy, case file completeness, and reporting integrity.
Produce internal operational dashboards and performance reports for leadership review.
Coordinate with Finance, Resource Development, and Leadership teams to ensure alignment between program data, grant reporting, and financial reconciliation.
Maintain operational compliance with HUD Housing Counseling Program requirements and National Industry Standards.
Conduct routine file audits and data quality reviews to ensure documentation completeness and regulatory adherence.
Develop and implement corrective action plans when compliance gaps are identified.
Maintain audit readiness and support internal and external program monitoring activities.
Update operational policies, procedures, and quality control protocols in collaboration with department leadership.
Identify inefficiencies in program workflows and implement operational improvements.
Recommend system enhancements, reporting improvements, and data governance practices to strengthen performance outcomes.
Support the development of standardized operating procedures and staff training materials.
Ensure service delivery maintains high customer service standards and responsiveness to client needs.
Support delivery of workshops and community outreach activities as operationally required.
Address escalated client service concerns and resolve issues in coordination with leadership
Represent NHS at trainings, partner meetings, and community events as required.
Support special projects and operational initiatives assigned by department leadership.
Perform other duties consistent with the operational needs of the department.