Homeownership Operations & Compliance Manager

Position: Home ownership Operations & Compliance Manager

Location: Chicago, IL

Job : 171

# of Openings: 1

The Home ownership Operations & Compliance Manager is responsible for operational performance, staff supervision, compliance execution, reporting accuracy, and quality assurance functions of NHS’s Home ownership 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 home ownership programs. The Home ownership 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.

• Lead daily operational execution of Home ownership 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 Home ownership Services to align operational priorities with organizational goals.

• Directly supervise Home ownership 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.

$67,500 annually

• Health, vision and dental insurance
• Paid time off
• We also offer a team spirit,…