Job description
If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary . City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits . Together we make Calgary a great place to make a living, a great place to make a life.
The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.
Reporting to the Director of Development, Business & Building Services the Manager of Customer Advisory Services is accountable for and oversees the strategic direction and operational management of the Division in alignment with the Corporate Strategy and Department goals. Customer Advisory Services supports all intake and inquires for Planning and Development Services and Records Management. The Customer Advisory Service is a team of approximately 100 dedicated team members who pride themselves in providing outstanding customer service in a fast phased environment.
As a member of the Development, Business & Building Services Management Team, you will be expected to foster an inclusive leadership approach that promotes equity, diversity and inclusion, as well as psychological and physical safety. As a strategic decision-maker, you will possess political acumen and have experience in leading transformational change and enabling innovation. Primary duties include
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Provide strategic leadership and develop long-term strategies and plans which are in line with the departmental business plan and One Calgary and provide meaningful metrics to ensure that goals and objectives are achieved.
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Promote and create a work environment focused on providing superior customer service, making it easier for the customers to conduct self-service transactions, find information, and conduct business with The City.
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Manage resources within the division and define the cost of service.
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Sponsor and participate in projects and programs that make life better for the customers. Ensure policy and procedural changes outside the division are coordinated with the services provided within the division.
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Manage the human resource functions of the division including: recruitment; coaching and training; career development and performance management; and ensuring service standards are met.
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Hire, coach, and mentor a team of dedicated and passionate professionals and provide workforce planning, succession planning, development of performance objectives, and performance management and evaluation.
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Collaborate with other divisions within Planning and Development Services and other business units to plan, budget, provide oversight of and document all aspects of strategic projects and One Calgary four year business planning and reporting.
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Communicate with clarity and conviction.
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Effectively respond to changes in direction and organizational priorities.
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Ability to design and implement solutions to operational challenges.
Qualifications
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A related Degree combined with 8 to 10 years of progressively more senior and diverse work experience, including at least 5 years’ experience leading and supervising a team.
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Aligning with City corporate values, you will have demonstrated success in building, developing and leading strong teams, leading and managing change, developing and using metrics to improve organizational performance, deploying resources to achieve effective and efficient outcomes, and establishing and maintaining strong and positive working relationships with colleagues, clients, partners, and/or elected officials.
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Experience and success in creating and executing a strategic vision and direction for a complex organization or division, ideally in a service-based environment is a preferred asset.
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Public sector experience, particularly municipal government experience in a large, multi-union environment, is a preferred asset.
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A Master’s in business administration (MBA) would be an asset.
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Equivalent combinations of experience and education may be considered.
Pre-employment Requirements
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Background checks, which may include a police information check and/or check of educational credentials may be conducted.
Union: Exempt
Business Unit: Development, Business & Building Services
Position Type: 1 Permanent
Location: 800 MacLeod Trail SE
Compensation: Level G $99,744 – 156,928 per annum (2022 Rates)
Days of Work: This position works a 5 day
work week earning 1 day off in a 3 week cycle.
Hours of work: Standard 35 hour work week
Audience: Internal/External
Apply By: November 21, 2022
Job ID #: 306583
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