Branch Manager

4 months ago

Burlington, Canada Burlington Public Library Full time

**Title**: Manager, Customer Experience - Temporary (North Branches)
**Department**:Customer Experience
**Reports to**:Director, Service Design & Innovation
**Classification: Temporary** - 12 Month Contract
**Salary Range**: Grade K
**About the Library**

Everyone at Burlington Public Library, no matter what your role, works together for the betterment of the people, the community, and the organization we serve.

We bring our best selves to work, delight in helping others, and have an abiding passion for service excellence. Each of us excels in the personal qualities and skills that are essential to our work and the BPL Team.

**Qualifications**

**Education**:

- Undergraduate university degree
- Master of Information and/or alternative M-level qualifications (MBA, MPA)

**Experience**:

- Minimum 5 years’ experience in positions of increasing responsibility in libraries or other equivalent Customer Service experience
- Minimum 2 years’ experience supervising, managing, or leading staff.***

**Overall Purpose**:This position exists within Burlington Public Library to research, develop and implement customer experience and service initiatives internally and externally - across all customer groups and to the wider community. This position is responsible for developing BPL’s customer experience strategy across all channels, aligning to key organizational initiatives.

**Key Accountabilities**:

- Coach, develop and mentor the team to ensure a customer-centric focus in all interactions, service delivery, and related processes. Work with direct reports to identify areas of development and learning opportunities.
- Oversee all issues pertaining to the department, handling conflict and difficult conversations in a timely and professional manner.
- Handling performance management, dealing with staff issues in accordance with policy and legislation.
- Assess and anticipate customer needs in order to improve service, align processes and enhance the customer experience to meet needs and proactively exceed them.
- Supervise, hire, orient, train and schedule direct reports.
- Provide proactive customer-centered service in person, by phone, and online by anticipating needs and looking for opportunities to understand the customer’s journey firsthand while providing timely and direct coaching support to staff in the moment.
- Set meaningful and engaging goals on an annual basis in line with BPL’s objectives, values, and strategic plan
- Create and contribute to a Safe Work environment
- Participate in the development and implementation of new services, policies and procedures to meet the changing needs of library customers and the community
- Participate on and/or lead teams, committees, or special projects as required
- Comply with BPL policies and processes as well as applicable legislation
- Perform additional position-related accountabilities assigned by Management

**Key Business Relationships**:
Internal: Staff at the Library; CEO, Senior Management Team, Management, Staff Members; Library Board.

External: This position will regularly work with Customers, Partners, Community Organizations, Vendors, Suppliers, and other External Consultants.

**Scope**:

- North Branches Manager: Oversees Alton and Tansley Woods branches

Budget: Oversight for up to $5,000 operating budget. Purchasing authority up to $5,000.
Direct Reports: Customer Experience Staff at branches, 2 Full Time Librarians, 2 Full Time Branch Operations Leads, 2 Full Time Programmers, 14 Part Time Customer Service & Programming Associates, and 6 Pages. Staff budget of approximately $1.2M - $1.6M dependent on location.

Indirect Reports: N/A

Key Competencies: Knowledge, Skills and Abilities

Behavioural:

- Exemplify BPL’s values during all interactions and communications.
- Communicate in a professional manner.
- Customer-first focus with a commitment to problem-solving and adaptability
- Excellent customer service is critical and must include collaboration and teamwork skills and strong interpersonal communication (verbal, written and presentation).
- Strong networking and relationship-building skills, using a collaborative and solution-focused approach
- Dedicated to continual learning, improvement, creativity, and analytical thinking.
- Committed and enthusiastic about taking on complex and challenging situations.
- Ability to prioritize, and balance tasks or projects to meet deadlines, plan, and organize

Leadership:

- A trusted and informed source for guidance and insight around customer service expectations, branch management and day to day library operations.
- Inspire, motivate, and educate staff to engage with BPL’s values, strategic plan, new initiatives, and emerging trends.
- Action oriented and perseveres to achieve quality results, with available resources, in the best interests of the community and key stakeholders.
- Recommend and support innovative / best practice approaches to employee relations and engagement.
- Quality

  • Branch Manager

    6 days ago

    Burlington, Canada Spark Power Full time

    **Branch Manager - Burlington** Spark Power, a trusted partner in energy in North America, is looking for a Branch Manager for our Burlington operation. The Branch Manager will be responsible for all aspects of branch development, customer relationship management, building and managing a strong electrical contracting team. The Branch Manager will have...

  • Branch Manager

    1 week ago

    Burlington, Canada Westburne Full time

    Westburne is much more than electrical products. We are Canada’s market leader in energy solutions, renewables, lighting, wire & cable, automation and connected network solutions. We have access to the best partners in the industry and we go above and beyond to help our customers and partners grow. To learn more about Westburne, please visit us at...

  • Branch Manager

    7 days ago

    Burlington, Canada Westburne Full time

    Westburne is much more than electrical products. We are Canada’s market leader in energy solutions, renewables, lighting, wire & cable, automation and connected network solutions. We have access to the best partners in the industry and we go above and beyond to help our customers and partners grow. To learn more about Westburne, please visit us at...

  • Branch Manager

    7 months ago

    Burlington, Canada Insight Pest Solutions Full time

    **Branch Manager** **Job Type: Full Time, Permanent** **Location: Burlington, ON** **Work Schedule: 9:00am-5:00pm EST (Monday - Friday), averaging 40 hours per week** **Salary Expectations: $60,000 - $80,000 CAD annually** **Option to work overtime and weekends** **The Big Picture: Grow with a Growing Company** Insight Pest Solutions is currently looking...

  • Branch Manager

    1 week ago

    Burlington, Canada City Electric Supply Canada Full time

    **City Electric Supplies offers;** - Competitive Compensation - Bonus Structure with unlimited potential earnings - Company Vehicle, Gas Card - Laptop - Benefits plan - RRSP Matching program - Service Award program - Excellent opportunity for future Advancement within a growing organization **Branch Manager Role & Responsibilities** - Develop and recommend...

  • Branch Supervisor

    7 months ago

    Burlington, Canada MARKS SUPPLY Full time

    **Want to join a winning team in a highly successful company? Looking for the next step in your career? Looking to make the move into management** **We're looking for a highly motivated self-starter to join our expanding multi-branch plumbing/HVAC wholesale and luxury showroom business. We currently have an Branch Supervisor opportunity in our Mississauga...

  • Branch Assistant

    7 months ago

    Burlington, Canada CIBC Full time

    We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are...

  • Associate Branch Director

    2 months ago

    Burlington, Canada Royal Bank of Canada Full time

    **Job Summary** **What is the Opportunity?** With C$500 billion in assets under administration, RBC Dominion Securities is Canadian’s leading in wealth management firm. While investment management is the core offering, our 1,800 investment professionals also provide a full scope of wealth planning services, to help our clients preserve, grow and transfer...

  • Branch Manager/compliance Officer

    2 months ago

    Burlington, Canada Aligned Capital Partners Inc. Full time

    Aligned Capital Partners Inc. (ACPI) is a fast-growing investment dealer with a dynamic team looking to expand our business exponentially. Our corporate culture encourages teamwork, service excellence, creativity, and initiative. We are currently hiring for a **full-time Branch Manager/Compliance Officer (Regulatory Supervisor)** to join our **Business...

  • Branch Manager

    4 days ago

    Burlington, Canada White Cap Full time

    A position at White Cap isn’t your ordinary job. You’ll work in an exciting and diverse environment, meet interesting people, and have a variety of career opportunities. The White Cap family is committed to Building Trust on Every Job. We do this by being deeply knowledgeable, fully capable, and always dependable, and our associates are the driving...

  • Branch Care Coordinator

    1 week ago

    Burlington, Canada Air Liquide Full time

    **Company presentation** Respiratory Homecare Solutions (RHS Canada) is an accredited, Canadian health care company that delivers premium health care services to treat sleep apnea and oxygen patients. RHS offers patient education, sleep apnea testing, CPAP treatment, long-term support and home oxygen therapy. We strive to exceed expectations and support our...

  • Branch Office Administrator

    7 months ago

    Burlington, Canada Homestead Land Holdings Limited. Full time

    About Homestead Land Holdings Limited Founded in Kingston in 1954, Homestead Land Holdings Limited has grown to become one of Canada's largest and most respected owners of multi-residential apartment buildings. The founding principles of the company are still in place today, which are to provide residents with affordable, secure housing with a standard of...

  • Branch Manager- Burlington

    1 hour ago

    Burlington, Canada Brafasco - White Cap Supply Canada Full time

    Job description A position at White Cap isn’t your ordinary job. You’ll work in an exciting and diverse environment, meet interesting people, and have a variety of career opportunities. The White Cap family is committed to Building Trust on Every Job. We do this by being deeply knowledgeable, fully capable, and always dependable, and our associates are...

  • Branch Manager

    2 hours ago

    Burlington, Canada ClaimsPro LP Full time

    Company: ClaimsPro LP Branch Manager - Burlington Overview ClaimsPro is Canada’s largest independent insurance adjusting firm. We employ over 700 independent adjusters from across Canada. Our team is made up of some of the best and brightest talent in the business and we empower them with the tools, technology and support that they require to excel in...

  • Branch Office Administrator

    2 months ago

    Burlington, Canada Edward Jones Full time

    **Would you call yourself a relationship builder, a problem solver or a critical thinker? If you answered yes, we need you on our team**.** At Edward Jones, we are very intentional in calling our field associates branch teams. Most of our teams are two or three people, and in a Branch Office Support Professional role, you are a critical member of that team...

  • Branch Office Administrator

    7 months ago

    Burlington, Canada Edward Jones Full time

    **Would you call yourself a relationship builder, a problem solver or a critical thinker? If you answered yes, we need you on our team** **.** At Edward Jones, we are very intentional in calling our field associates branch teams. Most of our teams are two or three people, and in a Branch Office Support Professional role, you are a critical member of that...

  • Branch Office Administrator

    4 weeks ago

    Burlington, Canada Edward Jones Full time $43,182 - $51,818

    Would you call yourself a relationship builder, a problem solver or a critical thinker? If you answered yes, we need you on our team. At Edward Jones, we are very intentional in calling our field associates branch teams. Most of our teams are two or three people, and in a Branch Office Support Professional role, you are a critical member of that team along...

  • Branch Manager, Full-time

    7 months ago

    Burlington, Canada ClaimsPro LP Full time

    Company: ClaimsPro LP Branch Manager, Full-Time (Burlington, Ontario, Canada) - Job Description - Overview- ClaimsPro is Canada’s largest independent insurance adjusting firm. We employ over 700 independent adjusters from across Canada. Our team is made up of some of the best and brightest talent in the business and we empower them with the tools,...

  • Branch Manager, Full-time

    7 months ago

    Burlington, Canada ClaimsPro LP Full time

    Company: ClaimsPro LP Branch Manager, Full-Time (Burlington, ON) - Job Description - Overview- ClaimsPro is Canada’s largest independent insurance adjusting firm. We employ over 700 independent adjusters from across Canada. Our team is made up of some of the best and brightest talent in the business and we empower them with the tools, technology and...

  • Part Time Branch Office Administrator

    7 months ago

    Burlington, Canada Edward Jones Full time

    **Would you call yourself a relationship builder, a problem solver or a critical thinker? If you answered yes, we need you on our team**.** At Edward Jones, we are very intentional in calling our field associates branch teams. Most of our teams are two or three people, and in a Branch Office Support Professional role, you are a critical member of that team...