DIRECTOR CHANNEL OPERATIONS
Job ID: 38548
Job Category: Customer Service
Division & Section: Customer Experience, CX Channel Operations
Work Location: METRO HALL, 55 John Street, Toronto
Job Type & Duration: Full-time, Temporary Vacancy, 12 months
Salary: $160,062.00 – $200,026.00, PSG #TM5274, wage grade 10
Shift Information: Monday to Friday, 35 hours per week per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 25-SEP-2023 to 16-OCT-2023
Are you a seasoned leader looking to provide strategic leadership to the critical function of Customer Experience (CX) Operations at the City of Toronto, serving as a 24/7 data hub and multi-channel interface with the City’s internal divisions and residents? Are you ready to utilize and engage emerging CX practices, infrastructure technologies and innovations to lead the city in service level excellence?
The City of Toronto is currently seeking a Director Channel Operations who will provide strategic direction and leadership in the overall development of the Customer Experience (CX) Division’s Channel Operations capabilities and service delivery channels across the City of Toronto. This role will lead and collaborate with client divisions to modernize the City’s service delivery model and channel operations to provide a simple, consistent, equitable and efficient CX journey for residents, businesses, and visitors to the City of Toronto.
Major Responsibilities:
Develops, designs and implements functional policies and programs that make major changes in overall business performance based on long-term needs. Contributes to the continuous improvement of divisional performance through analysis and the development and implementation of sound management practices and procedures, provides staff with direction and guidance, processes and tools to increase efficiencies and improve effectiveness of the services provided by this section.
Directs, through subordinate management staff, all activities of the section, delegating management responsibility.
Leads and motivates a diverse workforce, ensures effective teamwork, ensures high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
Develops, recommends and administers the annual budget for the section, and ensures that the section’s expenditures are controlled and maintained within approved budget limitations.
Works collaboratively and in conjunction with the Corporate Employee Relations team when resolving employee relations issues. Provides guidance and advice regarding Corporate and Divisional policies and procedures and legislative regulations to all levels of staff and ensures consistent and timely implementation and adherence throughout the division.
Executes the Division’s vision, which provides simple, efficient, equitable and easy-to-navigate services for customers, breaks down silos across Divisions and drives the integration towards improved, customer-centric outcomes.
Leads the development and modernization of service delivery channels (service hubs, contact centre and digital channels) by leveraging emerging practices in CX and engaging with front-line staff and customers directly for feedback and input.
Works closely with divisional leadership to seek opportunities to integrate City services into the Division and operationalize new services across the City’s main service channels.
Oversees and directs change management, communication and engagement efforts in order to achieve the objectives of modernizing the City’s service delivery model and CX.
Identifies emerging issues, priorities and sensitive/confidential matters that could impact objectives and develops strategies to address them.
Engages with key leadership on strategic direction, performance data/trends and operational challenges (e.g. Mayor’s Office, Council, Senior Leadership Team and Corporate Leadership Team).
Oversees and provides recommendations on the policy framework and administration of the Channel Operations programs.
Provides operational oversight, expert planning and leadership to develop a transparent roadmap for the section with defined goals, objectives and customer-centric benchmarks.
Provides leadership to anticipate and addresses potential obstacles and/or conflicts and enables opportunities to drive the Channel Operations mandate. Collaborates with Agencies, Boards, Commissions and Divisions in order to create opportunities for service improvement/efficiencies.
Monitors programs to ensure consistency, continuous improvement and efficient delivery of services.
Leads the CX Channel Operations team by focusing on planning and operations to deliver an omni-channel experience across digital, contact centres and service hub channels, following the strategy, principles and standards.
Builds and maintains strong, collaborative relationships and partnerships with clients, senior leaders, external stakeholders, members of Council, Unions and Divisions, to address and resolve conflicting demands and implement city-wide solutions.
Gathers political and/or executive support from various areas of the organization and negotiates with stakeholders (Senior Leadership, the Mayor’s Office, Divisional Management, Council, etc.) with competing and conflicting goals/priorities, while maintaining positive working relationships.
Develops a corporate culture of teamwork, collaboration, performance, accountability and customer focus, and champions the implementation of new ideas.
Participates in senior management/executive meetings with the City Manager, Deputy City Manager and Division Heads in order to contribute to resolution of call centre emergency situations and complex corporate projects.
Represents the Division on various committees, task forces and teams.
Prepares various reports for the Executive Director for consideration by Council and Standing Committees.
Attends Committee and Council meetings and communicates with Executive and Senior Management.
Key Qualifications:
Extensive and progressive leadership experience in leading a large-scale unionized customer service operation, preferably within government or large organization.
Expertise in channel operations and modernization, including a deep understanding of emerging practices in customer experience (CX) and the ability to leverage technology and innovations to enhance service delivery, improve operational efficiency and customersatisfaction in an omni-channel contact centre.
Considerable experience leading change within a large complex organization, while managing diverse stakeholder needs and interests, paired with an ability to identify emerging issues and navigate complex unionized and political environments.
Considerable experience in omni-channel management, leveraging enterprise-wide Customer Relationship Management tools to drive and support organizational goals and objectives.
Considerable experience in handling employee relations issues, collaborating with corporate employee relations teams, and ensuring adherence to policies and regulations.
Experience in managing budgets and financial resources, including the ability to control expenditures and align them with approved budgets.
Experience embedding equity, reconciliation, accessibility and inclusion lens into planning, budgeting, programs and processes.
Skilled communicator with a strong background in stakeholder engagement and relationship management and a history of building collaborative partnerships with diverse stakeholders, including senior leadership, external stakeholders, and unions.
Exceptional leadership and team-building skills, with a proven ability to motivate and manage a diverse workforce while fostering a culture of innovation, accountability, and continuous learning.
Strong analytical and problem-solving skills, with the ability to identify emerging issues, prioritize them, and develop effective strategies to address them.
Excellent communication and negotiation skills to engage with key leadership, present reports to Council and Standing Committees, and build support for initiatives.
Political acumen and the ability to navigate complex political and executive landscapes, effectively managing competing goals and priorities while maintaining positive working relationships.
Sound judgement with an ability to work on confidential and sensitive matters.
Familiarity with current issues and best practices related to equity, accessibility, human rights, inclusion, reconciliation and deep understanding and a thorough working knowledge of the Ontario Human Rights Code, the Occupational Health & Safety Act, Accessibility for Ontario’s with Disabilities Act, Employment Standards Act and Municipal Freedom of Information Act.
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 toemployment equity (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .
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’sHiring Policies and Accommodation Process (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .
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