Manager Customer Experience Toronto Building

2 weeks ago

Toronto, Canada City of Toronto Full time

**Job ID**: 44453

**Job Category**:Customer Service

**Division & Section**:Toronto Building, Customer Experience Toronto Building

**Work Location**:Scarborough Civic Centre, 150 Borough Dr, Scarborough, ON M1P 4N7

**Job Type & Duration**:Full-time, Permanent Vacancy

**Salary**:$122,000.00 - $158,105.00 (2023 Range), TM0676 and wage grade 8.0.

**Shift Information**: Monday to Friday, 35 hours per week

**Affiliation**: Non-Union

**Number of Positions Open**: 1

**Posting Period**: 23-FEB-2024 to 08-MAR-2024

Toronto Building is undergoing a comprehensive transformation to become a modern, client centric organization. As Canada’s largest municipal building regulator, the Division is critical to Toronto’s success and prosperity. Its core services — issuing building permits and inspecting construction — ensure that Toronto’s built environment is safe, accessible, and sustainable.

**Responsibilities**:
**Leadership and Management**:
As the Manager, Customer Experience, you will play a pivotal role in ensuring the achievement of our customer experience teams' success. Your responsibilities include developing and implementing detailed plans and policies to address program-specific requirements effectively. By hiring and nurturing a motivated and diverse workforce, you will promote a culture of collaboration and innovation. Your role will involve overseeing daily operations, efficiently managing work schedules, assignments, and reviews, as well as monitoring and evaluating staff performance to recognize excellence and provide necessary feedback for improvement.

This role is instrumental in driving organizational and management change initiatives for staff, creating a workplace that fosters high-level performance and provides opportunities for intellectual growth, creative teamwork, and professional accountability.

Your financial acumen will be applied when developing and administering the annual budget for the section. Furthermore, your knowledge of revenue collection and adherence to municipal by-laws will ensure financial integrity.

**Customer Experience and Quality Assurance**:
To maintain exceptional customer experience standards, you will actively monitor customer satisfaction and key performance indicators (KPI's), using the data to effectively evaluate and make improvements where necessary.

As the Manager, Customer Experience, you will lead the daily operations of customer experience function to ensure that innovative systems and procedures are in place to support a high level of customer experience standards. Additionally, overseeing quality assurance efforts related to customer experience, you will utilize investigation results to identify opportunities for enhancing the customer experience through procedural and training improvements. This continuous improvement approach supports the Division's established standards.

**Training and Development**:
Your commitment to staff development will be evident as you implement comprehensive training programs for your team members. By organizing staff development programs, you will foster a positive customer experience culture, resulting in improved efficiency across the entire Division. Ensuring that your staff is well-trained and proficient in their roles will contribute significantly to our overall success.

**Communication and Stakeholder Relations**:
As the Division's representative on internal committees, your input will be crucial in shaping policies and procedures to optimize our efficiency and service delivery. You will effectively communicate project updates and address technical, policy, and procedural inquiries. Collaborating with Technology Services staff, you will ensure that our daily operations are supported by the latest technological advancements.

**Planning and Regulation Compliance**:
Your technical expertise and problem-solving skills will be instrumental in ensuring compliance with the Ontario Building Code Act, the Planning Act, and other relevant regulations. Through analysis of practices, you will streamline approval processes, increasing operational efficiency. To stay ahead of industry trends, you will monitor developments and recommend resource allocation and service level adjustments to meet evolving demands.

**Key Qualifications**:
***
- Post-secondary education in a professional discipline pertinent to the job function or equivalent combination of education and experience.
- Experience motivating, leading, training, and managing staff in a fast-paced and ambiguous environment, promoting and fostering effective teamwork and establishing excellence in a customer focused environment.
- Considerable experience leading customer focused operations in a complex environment, addressing partner and stakeholder inquiries, and ensuring regulatory compliance and deadlines are met.
- Experience with contact centre related systems (including telephony, customer relationship management, quality management and performance metric

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