Job ID: 35286
Job Category: Project Management
Division & Section: 311 Toronto, 311 Project Office
Work Location: Metro Hall, 55 John Street, Toronto, M5V 3C6
Job Type & Duration: Full Time, Temporary (12 Months)
Salary: $93,500 - $119,274
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 24-Feb-2023 to 10-Mar-2023
Job Description
:
Reporting to the Manager Business Operations & Change Initiatives, this position is responsible for providing project management leadership, business analysis, coordination, support and documentation for Customer Experience Division (CXD) priorities.
Major Responsibilities:
- Implements detailed plans and recommends policies/procedures regarding program specific requirements.
- Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
- Supervises the day to day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and coordinates vacation and overtime requests. Monitors and evaluates staff performance, hears grievances and recommends disciplinary action when necessary.
- Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations
- Oversees the project schedule for CXD project and oversees/manages a team of professional and/or support staff.
- Conducts research, documents, monitors, controls, analyzes and formulates recommendations for project management of 311 utilizing Project Management Body of Knowledge (PMBOK) principles.
- Contributes to the overall change management leadership required to implement organizational changes, re-engineered or new processes, new technologies, etc.
- Works with the sub-project staff and appropriate divisional staff to manage the project work plan, schedule and work breakdown structures.
- Produces project documentation such as project charters, project plans, performance reports and approvals and related policies and procedures.
- Leads and/or liaises with, and participates in, staff working groups, Committees and external groups.
- Ensures appropriate project management systems are developed and implemented to provide effective controls.
- Provides information and guidance to the CXD Project Management Office (PMO).
- Monitors work output and ensures results are achieved within specified time frames, resource allocation and budget constraint initiatives
- Designs and administers templates/models in support of projects, policy and process analysis.
- Participates on project teams as a resource, in either a leadership or membership capacity, to acquire and share information in support of cross corporate or divisional initiatives.
- Conducts special operational research and analysis on divisional programs and business processes as required.
- Develops and manages cooperative relationships with assigned divisions of the City to ensure adequate resources are available to achieve project goals.
- Supports the goals of the CXD PMO and CXD Project.
- Ensures dissemination, reporting and communication of CXD Project information to/from PMO and assigned divisions as well as all appropriate stakeholders.
Key Qualifications:
- Considerable project management experience in a major public or private sector organization.
- Considerable experience in analysis of business processes and process flow mapping.
- Considerable experience leading, motivating and managing staff in a fast paced customer service environment.
- Experience in database development and management, and knowledge of document collection and retrieval, and records and information management.
- Experience in the analysis of operational and performance data.
- Experience with computerized office systems including MS Project, MS Office (i.e. Word, Excel, Access, PowerPoint and Outlook) and Visio.
- Experience using contact centre technology such as Salesforce, Verint, Cisco, etc. an asset.
- Project Management Professional Certification is considered an asset.
- Ability to facilitate small and large group meetings and working sessions.
- Ability to prepare comprehensive reports and applying relevant information to support business analysis and decision making.
- Ability to initiate, lead and implement progressive change for the purposes of re-designing and/or streamlining services and associated business processes, policies and procedures.
- Effective leadership skills to function as a team leader and member of a management team.
- Excellent interpersonal skills and ability to work with cross-functional teams, and to establish effective working relationships with staff, client divisions, outside agencies and/or politicians and other levels of government.
- Strong customer service skills, with the ability to ensure performance quality and continuous improvement.
- Excellent organizational skills and ability to prioritize multiple tasks and set clear directions and design terms of references and work processes.
- Superior analytical and problem solving skills.
- Excellent conflict resolution skills along with oral and written communication skills.
- Ability to respond to challenging situations while organizing, prioritizing and managing workload under strict time constraints.
- Ability to exercise independent judgment and discretion in dealing with confidential matters.
- Ability to perform duties with minimal supervision and work independently.
- Familiarity with Collective Agreements, Ontario Statues, including Occupational Health and Safety Act, employment standards, labour and human rights and other applicable government legislation.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the
application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.