Job Summary

Reporting to the Director of Construction and Design, this position is responsible for delivering functional area leadership in Customer Service, Administration, Quality Management and Safety. Responsible for developing and aligning policies, processes, and procedures within the Construction & Design Department. Align the goals and objectives of the C&D Department with the strategic plans of the Corporation. Develop systems that will bring the relevant business knowledge and technical expertise to support modernization and business transformation with the goal of creating cross functional efficiency and effectiveness.

Duties & Responsibilities

• Manages assigned staff, hires, assigns work schedules, plans for future workforce needs and directs the preparation of business planning and annual budgets. Plans, organizes, directs, monitors, and evaluates the work of staff and disciplinary action when required.
• Collaborates with all Construction and Design stakeholders, to identify, plan, and implement policy updates, and business processes.
• Coordinates the improvement and/or development of policies and procedures specific to Construction and Design that will improve the overall efficiency and effectiveness of the department.
• Establishes, implements, and manages Construction and Design best practices, ensures policies and governance are up-to-date and aligned with Construction and Design business processes (Administration, Safety, Quality and Customer Service).
• Provides oversight and leadership to Quality Assurance, Safety, Customer Service, and department Administration
• Collaborates and leads C&D change management activities in relation to internal and corporate initiatives (such as HR, Finance, OSE, City Clerks, REDI) and any other initiatives directed by Administration or Council
• Develops analytics to support, effectiveness, savings, and other performance metrics.
• Plans, recommends, and implements strategies to support management, strategic initiatives, and policy development.
• Oversee continuous improvement strategies and initiatives.
• Communicates to develop client “buy in” and support, implementation strategies, formulate project plans and address specific issues that may arise during implementation in an operating environment.
• Identifies C&D risks and communicates credible alternatives and solutions to issues.
• Oversee Quality, Customer Service, Administration and Safety team members on quantifying critical data to support strategic planning and project delivery, guides the team on data driven decision making.
• Leads a team and collaborates cross-functionally with stakeholders to leverage and promote alignment, as well as efficient and effective business processes.
• Standardizes C&D processes and tools, acts as a change agent, and collaborates effectively with internal and external stakeholders to determine and deliver business process improvements and standardization.
• Acts as the definitive source of knowledge and provides technical expertise in the area of customer service, change management, knowledge management, quality management and safety management and acts as ambassador for their knowledge area.
• Supports the development of and coordinates user training guides, process flows, and supporting material.
• Back up for senior management team
• Performs other related duties as assigned.

Qualifications

• Degree in Business Administration, Operations, Finance, Accounting or related field.
• Seven to Nine years of experience in a related field, including four (4) years of management experience leading teams and providing advisory services. An equivalent combination of education and experience may be considered.
• Certification in Continuous Improvement, Change Management, Customer Service and/or Safety are considered assets.
• Experience in a Municipal environment is considered an asset.
• Considerable knowledge of Customer Service in a multi-faceted organization.
• Ability to work collaboratively and gain knowledge from internal and/or external stakeholders and become a functional area leader for business process change.
• Ability to articulate ideas, concepts, messages, and persuasive presentations on controversial or complex topics and can relate to people within the organization to support strategic project goals.
• Demonstrated ability to make complex decisions while considering the “big picture” perspective, with a defensible and consistent process.
• Demonstrated ability of successful complex problem-solving analysis and skills to successfully implement change.
• Demonstrated stakeholder engagement experience and proven ability to effect change.