Program Manager, Operations Administration (Approximately 14 Months)

Job title: Program Manager, Operations Administration (Approximately 14 Months)

Job description: Job Description

The City of Guelph is a vibrant and diverse community with a unique sense of place located in southern Ontario along the Innovation Corridor that runs between Toronto and Kitchener-Waterloo. We are also one of Canada’s fastest-growing cities with a projected population increase from 135,000 people to almost 170,000 in the next 10 years. Guelph is consistently ranked as one of the best places in Canada to live, work, and play—all good reasons to consider a career in this beautiful city.

Job summary

Resumes are being accepted for the position of Program Manager, Operations Administration within the Administration division of the Operations Department. Reporting to the General Manager, Operations Department. The successful candidate will be responsible for leading administrative functions on behalf of the Operations Department including service performance reporting, program development and customer relationship management. Guided by the goals and objectives of the City’s Strategic Plan and committed to the Corporate Values of integrity, service, inclusion, wellness and learning, the candidate will aid in the achievement of the Vision for an inclusive, connected and prosperous city.

HOURS OF WORK:

Normally Monday to Friday, 35 hours per week between the hours of 8:30 a.m. and 4:30 p.m. (Working outside the standard hours may be required on occasion)

Duties

• Provides supervisory oversight of clerical staff within the Administration division, including recruitment, training, development and addressing performance issues with assigned staff.
• Provide visible and positive leadership to staff consistent with the commitments of the City’s Leadership Charter, developing and nurturing a work environment that is inclusive, respectful, motivating and supportive.
• Responsible for the Administration division’s various points of contact with the public including telephone, counter reception, email, etc.
• Implement and manage customer service quality assurance programs and standards including the development and monitoring of service delivery standards.
• Lead or assist with the review, develop, implementation and monitoring of best practices, KPI’s, policies, and procedures to optimize various divisions within Operations.
• Represent the department on corporate working groups and special projects, including policy development and reform, business system enhancements and upgrades, amongst other assignments.
• Participate in budget preparation and monitoring for administrative, customer service services and identify and recommend capital budget needs.
• Maintain and update the division’s communication items in conjunction with Corporate Communications and IT staff
• Investigate and follow up on complaints and inquiries in a professional, courteous and respectful manner including provide customer service support for resolving customer inquiries, complex customer service issues and billing discrepancies.
• Perform other related duties as assigned

Qualifications

• Considerable experience related to the duties listed above, normally acquired through the completion of post-secondary education in Business Administration or related discipline and considerable experience in a utilities and/or customer service/administration position within a private or public organization. Candidates with an equivalent combination of education and experience will be considered.
• Demonstrated leadership skills acquired through experience supervising staff or leading work teams, preferably in a unionized environment
• Excellent analytical and organizational skills with the ability to manage multiple tasks and deadlines in a demanding environment.
• Excellent communications skills (both oral and written) with the ability to communicate with all levels of staff, stakeholders and the general public.
• Advanced computer skills with Microsoft Office (Word, Excel, PowerPoint and Outlook).
• Project management skills with the ability to manage multi-faceted, concurrent projects and tasks.
• Ability to prepare and implement policies, procedures and training programs.
• A team player with excellent interpersonal skills
• Ability to respect and deal with highly confidential and sensitive issues.
• Ability to develop, coordinate and monitor operating and capital budgets, prepare financial statements and perform financial analysis and reporting.
• Experience with WAM, JD Edwards, Kronos or customer service/billing software would be an asset.
• Knowledge and ability to interpret municipal bylaws, the Provincial Offences Act and the Municipal Act
• Knowledge of Municipal Freedom of Information and Protection of Privacy Act as it relates to job functions
• Valid Class ‘G’ driver’s licence with a good driving record. Successful candidates will be required to provide a current driver’s abstract prior to their start date to confirm their licence is held in good standing and that it has not been suspended or revoked under the Highway Traffic Act (HTA) or Criminal Code of Canada in the last 5 years. The City of Guelph will take into consideration the number of demerit points and/or nature of the infractions to determine if it meets our requirements.

Rate

$75,634.49-$94,543.11

How to apply

Qualified applicants are invited to apply using our online application system by Monday December 6, 2021. Please note all applicants must complete the online questionnaire specific to this position at the time they submit their resume and cover letter in order to be considered. Proof of qualifications will be requested at the interview stage.

The City of Guelph is an equal opportunity employer which values diversity in the workplace. We are therefore happy to accommodate any individual needs in keeping with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require an accommodation in order to participate in the hiring process, please contact us to make your needs known in advance.

Personal information collected through the recruitment process will be used solely to determine eligibility for employment. We thank all candidates in advance; however, only those being considered for an interview will be contacted.

Company: City of Guelph

Expected salary: $75634.49 – 94543.11 per year

Location: Guelph, ON

Job date: Thu, 02 Dec 2021 05:44:16 GMT

Job Source: Careerjet.ca

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