The City of Saint John is actively seeking a Manager, Customer Service and Operations to join our team! Reporting to the Director, Development & Community Standards, the incumbent will support the effective and efficient operation of the City's One Stop Development Shop through the implementation of advanced business processes and continuous improvement initiatives to ensure excellence of customer service, establishment and monitoring of key performance metrics including response times and business unit targets.

Key Responsibilities:

Support the effective and efficient operation of the One Stop Development Shop by ensuring quality customer service and implementing quality improvement, financial and logistical systems that address its existing and evolving needs.

Provide management of the service areas with the business processes needed to ensure its effective and efficient operation by:

•Continuously reviewing and updating external business processes and internal administrative processes and procedures related to the One Stop Development Shop to ensure they meet operational needs and legislative requirements.

•Fostering changes in the organization with an emphasis on the integration of sound business practices, including the development and implementation of quality customer service improvement methodologies to drive growth outcomes.

•Working with related agencies and stakeholders, determining the evolving needs of the citizens as they relate to One Stop Development Shop and recommending alternative and innovative forms of service delivery.

•Participating in developing long-term goals and departmental objectives that are in line with the overall strategic direction of the organization.

Provide management of the administration support staff for the Growth and Community Service Department. Support customers and develop employees through effective leadership by:

•Managing the customer service relationship for the One Stop Development Shop, ensuring excellence in customer service and the timely and effective resolution of customer inquiries and responses.

•Setting and communicating clear performance expectations related to service delivery experience for the Department and the front-line administrative team.

•Managing tracking and regular reporting of Departmental metrics and KPIs, and establishment of stretch targets to enhance customer satisfaction.

•Overseeing workflow processing for applications handled by the One Stop Development shop, designing improvements to permit intake and approvals processes, and troubleshooting any issues with the workflow processes including liaison with Departmental technical teams and other service areas such as Finance and IT to implement process improvements.

•Leading process improvement initiatives that reduce unnecessary regulatory burdens and allow more efficient and value-added approvals processes.

•Lead the development and implementation of customer outreach, relationship management and appreciation strategies.

•Providing a safe, quality, motivating work environment to the front-line administrative team to achieve results.

•Facilitate a culture of solutions-oriented customer service across the Department to drive growth outcomes. Develop and implement programs to support customer service excellence related to employee training and development.

•Resolving issues, sensitively, confidentially, effectively and in accordance with organizational HR practices.

•Championing and participating in the City's health and safety program and ensuring compliance with the New Brunswick Occupational Health and Safety Act and Regulations, as well as City of Saint John Health and Safety policies and procedures.

Ensure the financial integrity, performance effectiveness, and functioning of the One Stop Development Shop by:

•Planning, creating, and monitoring the resource requirements for the One Stop Development Shop.

•Preparing various reports and presenting data and metrics on the performance of the One Stop Development Shop and permitting activity trends, as required.

•Developing benchmarks, performance measures and reporting systems to track and measure effectiveness of the service in terms of scope, quality, time, and cost.

•Conducting regular, systematic analysis of service performance and reporting on that analysis, assuring accountability and continuous Improvement.

•Reviewing program planning, seeking input from the department staff, co-coordinating, preparing, and presenting the analysis of Key Performance to the Commissioner and the Growth and Community Development Management team and to the Growth Committee and Council.

•Contributing to an integrated approach to customer service corporately in terms of the virtual and physical customer service experience.

Facilitate continuous improvement efforts of the service areas by serving as project or program manager for various departmental initiatives assuming additional managerial duties and participating in related assignments, as required.

Enhance the ability of the service areas to fulfill its mandate by acting as a valued member of the leadership team.

The successful candidate will have:

•a post-secondary degree in a related field.

•a minimum of 5 (five) years progressive experience in a customer centric public facing work environment.

•a minimum of 5 (five) years experience leading and managing diverse cross-functional teams.

Essential Skills and Abilities:

•Analytical, problem solving, conflict management.

•Time management, organizational skills, and the ability to multi-task.

•Interpersonal skills with ability to build work relations and work both independently and as a member of a team; act as a liaison between and among external and internal customers; interact with personnel at all levels of management.

•Highly organized, consistent, methodical, professional approach.

•Ability to work within established guidelines with a minimum of supervision.

•Databases and data analysis methods and skills preferred along with accurate data entry skills.

•Excellent verbal and written communication.

•Proficient in MS Word, Excel, and PowerPoint.

The successful applicant will be eligible to work a compressed work week of 4 days (Monday to Thursday) throughout the trial period of the City's recently adopted Compressed Work Week Trial. This schedule is subject to change.

Equal Opportunity Employer:

We are an Equal Opportunity Employer. We are committed to building a workforce that reflects the diversity of the communities in which we live and which we serve. We encourage and support applications from Indigenous persons, persons with disabilities, and members of visible minority groups. Candidates who belong to such groups, who are qualified, will be given preference at the time of selection.

Applications will be accepted through our online system only. Qualified applicants should submit their cover letters and resumes to:

City of Saint John
Attn: Hiring Committee
www.saintjohn.ca (careers/employment opportunities)