Officer - Funding Process and Operational

5 months ago

Ottawa, Canada Federation of Canadian Municipalities Full time

The Federation of Canadian Municipalities (FCM) is the national voice of municipal governments, representing the interests of cities and communities with the federal government.

**Position**

**Officer-Funding Process and Operational Excellence, Client Services Support**

**Department**

**Growth & Development - Green Municipal Fund (GMF) - Client & Funding Services**

**Classification**

**Level 4**

**Salary**

**Our salaries generally range from $66,000 - $74,000, and are based on qualifications and experience**

**Languages**

**Bilingualism (English and French) is an asset**

**Term**

**Temporary Contract**

**Location**

**Hybrid (Ottawa)**

**Why GMF is the place for you**

At GMF, we empower our people to create change where it has the most impact - municipalities. GMF is a $1.6 billion permanent endowment from the Government of Canada, managed at arm's length, making it nimble and available for higher-risk, higher-impact initiatives. A further $530M investment into GMF to support the National Adaptation Strategy was announced in November 2022. Our team is committed to helping local governments switch to sustainable practices faster. GMF is the cornerstone program of the Federation of Canadian Municipalities (FCM).

Our unique mix of funding, resources, and training gives municipalities the tools they need to build resiliency — and create better lives for Canadians. Through GMF, municipalities have reduced carbon emissions; built better transportation assets; constructed efficient and resilient buildings; diverted waste from landfill; made previously unusable land available for development; and improved soil and water quality.

**You in this role**:
Client Service Support (CSS) is a multi-disciplinary team within the Client and Funding Services (CFS) unit that helps address the processes and systems supporting clients’ funding needs. The team applies results-based decision frameworks and lean methodologies to lead continuous improvement on the client experience within the GMF funding offer, while maintaining fund sustainability.

Reporting to the CSS advisor, the CSS Officer provides analysis and review of Client and Funding Services processes in all phases of the funding life cycle. Central functions of this role include the identification and implementation of improvement initiatives targeting the funding processes to create a more centralized, standardized and leaner processes, at optimizing workflows in GMF’s customer relationship management (CRM) system, and updating and drafting procedures for existing and new funding offers which align with the funding process and the systems. We are looking for someone that “thinks in processes”, sees improvement potential and identifies and eliminates bottlenecks. One of CSS’s end goals being to ensure a seamless experience for GMF funding recipients; the CSS officer will work on projects and processes to maintain and improve the overall Client Journey Framework.

The future of work at FCM includes a commitment to being a more inclusive and anti-racist racist organization with a people centered approach. The incumbent embodies FCM’s commitment to being a healthy, diverse, inclusive, and anti-racist organization.

The work at FCM includes FCM becoming an even more member-driven organization that balances the realization of its goals with a people-centered approach. The incumbent embodies FCM’s commitment to being a healthy, diverse, inclusive, and anti-racist organization. As a member of the team, the CSS Officer works in a manner that embraces these values, the corporate culture and the passion for FCM’s mandate.

**What you’ll be doing**:

- In collaboration with the CSS advisor and key internal stakeholders, identifies and implements process excellence initiatives related to the GMF funding process that drive our operations to best-in-class in customer service business operations and staff experience utilizing best practices from lean methodology and project management principles.
- Applies operational excellence methodologies to analyze, map and execute process improvements, including designing and mapping processes and data maps from stakeholder requirements, with a focus on enhancing automation of process tools and ensuring that business process improvements are captured and tested in the system (CRM).
- Utilizes digitalization, data, metrics, and various technology tools available to enhance our operations and inform decision making.
- Supports the funding teams to streamline and standardize workflows and evaluate data integrity in CRM gather data (surveys, system data, Kaizens etc.), investigate, and analyze bottlenecks and inefficiencies to seek data driven solutions.
- Supports in the efforts to centralize, update and simply process manuals and procedures documents across all funding streams, including performing gap assessments and liaising with process owners and the Information Systems (IS) team on change management.
- Supp

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