Program Manager Customer Service

2 weeks ago

Toronto, Canada City of Toronto Full time

**Job ID**: 35506

**Job Category**:Policy, Planning & Research

**Division & Section**:Social Development, Finance & Admin, SDF&A Social Policy Analysis & Research

**Work Location**:City Hall, 100 Queen Street W

**Job Type & Duration**:Full Time, Temporary Vacancy (12 Months)

**Salary**:$112,000.00 - $144,200.00

**Shift Information**: 35 hours per week

**Affiliation**: Non-Union

**Number of Positions Open**: 1

**Posting Period**: 10-FEB-2023 to 27-FEB-2023

**Job**
**Summary**:
Reporting to the Director, Social Policy, Analysis & Research, the Program Manager, Customer Service & Issues Management is responsible for providing coordinated advice and support to the Social Development, Finance & Administration Division on internal communications activities and supporting division-wide projects to ensure a strategic narrative promotes divisional impact and mandate.

**Major**

**Responsibilities**:

- Develops and manages projects related to divisional strategies and issues assigned by the Division Head and the senior management team to best coordinate internal management of data to ensure alignment and collaboration for program efficiency and effectiveness.
- Manages the planning, development, implementation, and maintenance of a stakeholder database management system for divisional coordination and oversight.
- Manages broad internal communication activities, public relations and stakeholder interaction activities on behalf of the Division Head, including: communication plans, public notifications, project signage, and media materials prepared in collaboration with Strategic Communications.
- Develops internal communications plans for projects and programs, and standardized communications protocols, notifications and workshops for the division.
- Develops and manages a stakeholder and a public relations framework for the division, including working with staff from various divisions, and Strategic Communications to develop communication tools and material associated with the Division's projects, programs and activities.
- Leads the development and reporting of the division's external communication strategy in consultation with Strategic Communications, that could include, website development, social media coordination, video production and other external communication tools.
- Manages assigned projects, ensuring effective teamwork and communication, high standards of work quality and organizational performance and continuous learning.
- Conducts research into assigned areas ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other Divisions and other levels of government.
- Ensures that project expenditures are controlled and maintained within approved budget limitations.
- Assists the Division to identify, address and ensure timely response to resolve ongoing and emerging issues, complaints and customer service deficiencies facing the Division and its operations, and liaises with senior levels of staff on behalf of the Division Head as required.
- Develops and implements effective communication processes and procedures for the division and acts as the lead liaison with Strategic Communications on issues of media interest, in developing appropriate responses and key messages for the Division Head and senior management.
- Participates in organizational and management change initiatives as it relates to internal communication and support.
- Prepares and provides guidance in the development of briefing notes, policy documents, staff reports and other material as required to support the Division Head.
- Provides strategic advice to the Division Head and Senior Management staff, and prepares terms of reference as may be necessary, for public consultation, customer service surveys and communications related activities, for internal and external consultant assignments related to the execution of projects led by the Division.
- Establishes an effective and collaborative working relationship with the Division's senior management team, managers and project managers, staff from other City divisions and external stakeholders.
- Maintains a continuous and thorough knowledge of current corporate and other divisions' issues and initiatives.
- Participates on various committees, task forces, project teams, etc. as a divisional representative.
- Ensures work is undertaken in a manner that complies with and supports City compliance with the Ontario Occupational Health and Safety Act (OHSA), other relevant codes and regulations and City policies.
- The above reflects the general details considered necessary to perform the principle functions and shall not be construed as a detailed description of all the work requirements inherent in the job.

**Key Qualifications**:

- Post-secondary education in Business Administration, Public Policy or other relevant discipline related to the job function, or the equivalent combination of educat

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