Manager of Patron Experience

Job Description

Section: Patron Experience

Division: Greater Sudbury Public Library

Department: Office of the Chief Administrative Officer

Initial Reporting Location: Main Library

Job Status: Permanent position

Number of Vacancies: 1

Affiliation: Non union

Hours of Work: 70 hours bi-weekly

Shift Work Required: No

Range of Pay: Group 13 $3,851.40 to $4,533.90 bi-weekly (subject to review)

The start date will follow the selection process.

This position is eligible to work remotely on a part-time basis.

A criminal record check is required for this position and will be requested by the Hiring Manager should you be the candidate of choice. Please do not submit your criminal record check with your application.

Main Function: The position is responsible to the Chief Executive Officer and Chief Librarian for the complete management, direction, and operation of the Patron Experience Section, and for the successful accomplishment of strategic organizational priorities and the sectional annual Business Plan.

Characteristic Duties: Under the general direction of the Chief Executive Officer and Chief Librarian.

Service Objectives

• Responsible for strategic leadership in the design and delivery of high-quality public services which achieve Greater Sudbury Public Library’s (GSPL) mission, vision, and strategic objectives.
• Champion GSPL’s patron experience model, inspiring and empowering library staff to ensure exceptional patron-centric experiences in the delivery of frontline library services.
• Collaborating with the administration team, plan and execute actions which achieve GSPL’s strategic objectives through the development and implementation of annual workplans.
• Manage overall performance of Patron Experience Section, achieving annual performance targets and meeting identified patron and community needs.
• Provide systemwide leadership that inspires and promotes organizational excellence, innovation, and collaboration.

Duties

• Ensure the effective operation of the Patron Experience Section including oversight of the in-brand delivery of library and municipal services.
• Accountable for working collaboratively with branch supervisors for employee and labour relations within the section. This includes but not limited to recruitment, performance management, accommodation management, scheduling, and discipline in line with the collective agreement and policies and procedures.
• Perform outcome-based evaluations to measure the impact of services on the community, implementing continuous improvements based on evaluation results.
• Sponsor and/or manage organizational projects by developing, coordinating, and implementing project management tools and best practices.
• Coordinate ongoing facility maintenance for GSPL branches, ensuring that building conditions align with established service levels.
• Assist with the coordination of major capital infrastructure and renewal projects.
• Serve on GSPL’s Administration and Strategic Leadership teams, contributing to strategic planning, innovation, and governance to enhance the library’s mission and strategic goals.
• Lead and act as an active member of internal and external cross-functional teams; collaborate with City of Greater Sudbury partners on service design and delivery.
• Provide strategic advice and guidance to the library’s administration team, the Chief Executive Officer and Chief Librarian, and the Library Board to assist in policy development and decision making related to service objectives.
• Assist in the preparation of budget estimates and monitor expenditures to ensure they are within the budget allocations.
• Contribute to GSPL’s continuous improvement through the identification, development, and implementation of organizational policies, procedures, and practices.
• Perform on-call duties, responding to operational needs or supervisory responsibilities related to GSPL facilities (e.g., responding to alarms, break-ins, emergencies).
• Maintain awareness of trends and developments in the field of public library administration, bringing new and innovative ideas to the table in order to enhance the performance of GSPL.
• Ensure that due diligence is exercised in support of GSPL/City of Greater Sudbury risk management policies; report and monitor as required incidents involving accidents, property damage and/or theft.
• May be required to work outside of normal or core business hours to coordinate library activities or events.
• Develop and maintain a thorough working knowledge of CGS’s Safety Manual and the applicable Provincial Legislation listed therein.
• Perform other related duties as required.

Qualifications
Education and Training:

• Master’s degree in Library and Information Science from a recognized university with Canadian accreditation.
• Additional education initiatives to update and expand competencies.

Experience

• Minimum of five (5) years relevant library experience, including at least two (2) years in a people management/supervisor capacity.

Knowledge Of

• Applicable legislation and related regulations.
• Best practices within area of responsibility, including change management, risk management, and conflict resolution.
• Relevant technologies including library management systems, digital communication platforms, and makerspace tools.
• Community needs for library and municipal services.
• Effective communication tools including board reports, presentations, and briefing notes.
• Best practices in project management including the use of project charters, schedules, status reports, and project management software.

Abilities To

• Demonstrate consistent and effective leadership, influencing, and motivation others positively, generating buy-in and enthusiasm for GSPL’s mission and vision.
• Utilize strong communication skills, including active listening, and a logical and systematic approach to integrating and sharing information.
• Effectively communicate with audiences and individuals from diverse backgrounds.
• Exhibit effective interpersonal skills, developing strong relationships based on trust and mutual respect with external and internal stakeholders.
• Apply strong project management skills to oversee the planning, implementation, and evaluation of library programs, services, and initiatives.
• Demonstrate excellent prioritization and time management skills to effectively manage multiple tasks and projects simultaneously.
• Work independently and collaboratively as a member of a team, showing adaptability and flexibility in dynamic environments.
• Consistently deliver and demonstrate excellent customer service.
• Manage the financial, human, and physical resources of the section in a collaborative manner.

Personal Suitability

• Mental and physical fitness to perform essential job functions.

Language

• Excellent use of English; verbally and in writing.
• French verbal skills highly desirable; written skills an asset.

Other Requirements

• Will require the use of a personal or CGS vehicle on CGS business. Must be physically capable of operating a vehicle safely, possess a valid driver’s licence, have an acceptable driving record, and personal insurance coverage.
• Provide, at own cost, a Criminal Record Check.

This job is also being posted as a development opportunity. Should there be no fully qualified candidate for this position, a candidate who can be expected to meet the required qualifications within a reasonable period of time may be considered for this position as a development opportunity.

Development opportunity range of pay: $3,500.70 to $4,120.20 bi-weekly (subject to review). The successful candidate will be paid at the reduced range until the minimum qualifications have been met.

Leadership Competencies: Tactical Implementation (II)

For more information on leadership competencies, please see our Leadership Competency Dictionary.

How To Apply

If you are viewing this job posting through a website other than the City of Greater Sudbury's, please visit www.greatersudbury.ca/jobs to apply online.

We must receive your resume before 11:59 p.m. on Tuesday, September 17, 2024. For those providing a French language resume, please also include an English version.

• Click on the Apply for Job button.
• Follow the step by step application process.
• Ensure you attached a cover letter and resume. Acceptable file types are:
• .doc
• .docx
• .txt
• .pdf
• .rtf
• Once completed, review your application and click on the Submit button.
• Upon submission of your application, you will get a confirmation on the screen that your application has been successfully submitted. You will also receive an e-mail confirmation to the e-mail address on your profile.

All applicants are thanked for their interest in this position. Only those selected for an interview will be contacted. If contacted, and you require a disability related accommodation in order to participate in the recruitment process you must advise the Hiring Manager.

Live outside Canada or new to Canada?

The City of Greater Sudbury is dedicated to maintaining a fair, inclusive, and equitable work environment and our City welcomes qualified applicants from anywhere. To learn more about working in Canada, visit this webpage: Applicants Living Outside of Canada (greatersudbury.ca)

Contact Us

For technical difficulties, issues, questions or accommodations with an application made online email myJOBS@greatersudbury.ca

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