Business Process Improvement Lead

2 months ago

Toronto, Ontario, Canada City of Toronto Full time
Job Summary

We are seeking a highly experienced and visionary leader to drive a high-profile transformation program that enhances service delivery and improves employee experience across the City of Toronto.

Key Responsibilities
  • Provide strategic direction, leadership, and operational support for the evolution, integration, implementation, and service delivery of new technology and enhanced services for the City's TEAM Central Unit.
  • Lead the development, implementation, and execution of a multi-year project plan that includes major technological upgrades, such as an enterprise CRM system, new telephony platform, and self-serve options.
  • Conduct a comprehensive review of TEAM Central's people, processes, and technology to develop a future state operating model and drive City-wide improvements in service delivery.
  • Modernize and streamline operations, resulting in faster response times, improved service accuracy, higher employee satisfaction, and measurable gains in cost savings and resource optimization.
  • Collaborate with stakeholders to establish strong partnerships and deploy engagement strategies that meet the diverse needs of the organization.
  • Provide program management staff with direction, guidance, processes, and tools to increase efficiencies and improve effectiveness.
  • Lead, train, and motivate a diverse workforce to ensure effective teamwork, resolve issues, and maintain high standards of work quality and organizational performance.
  • Develop, recommend, and administer the annual budget, ensuring expenditures are controlled within approved limitations.
  • Establish service level agreements to ensure solution delivery, quality, and performance standards are met.
Requirements
  • Extensive senior-level experience in managing complex, high-profile projects with multiple stakeholders.
  • Proven track record in implementing critical technological infrastructure at an enterprise level.
  • Demonstrated experience in leading transformation initiatives that encompass people, processes, and technology within a large public or private sector organization.
  • Expertise in customer experience design, operations, tools, and modernization.
  • Considerable experience managing and motivating project teams.
  • Experience in managing budgets and financial resources.
  • Post-secondary education in the relevant field, such as Business Administration, Human Resources, and project management.
  • Strong ability to engage and influence executives, sponsors, and senior management.
  • Strong analytical and problem-solving skills.
  • Excellent communication and negotiation skills.
  • Strong facilitation skills.
  • Political acumen and the ability to navigate complex political and executive landscapes.
  • Familiarity with current issues and best practices related to equity, accessibility, human rights, inclusion, reconciliation, and the Ontario Human Rights Code.
What We Offer
  • A hybrid working environment that provides flexibility and work-life balance.
  • A strong benefits package, including competitive salaries, vacation, and unique offerings.
  • An excellent defined benefit pension plan through OMERS.
  • Ongoing learning and development opportunities with tuition subsidies.
  • Opportunities to join and take an active role with the City's Communities of Inclusion.

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