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Transformation Expert
1 month ago
About the City of Toronto
The City of Toronto is a global centre for business, finance, arts and culture, consistently ranked one of the world's most livable cities. With a diverse population of over 2.9 million people, we are recognized as one of Canada's Best Diversity Employers and Greater Toronto's Top Employers for 2024.
We value integrity, reliability and fairness, and we embrace the diversity of the people we work with and serve. Our team is committed to providing opportunities to lead, learn and grow, and we strive to create a workplace that is inclusive, equitable and respectful.
About the Role
We are seeking a seasoned Transformation Expert to join our team in driving transformative changes across the organization. As a key member of our leadership team, you will provide strategic direction, leadership and operational support for the evolution, integration, implementation and service delivery of new technology and enhanced services for our Employee Service Centre.
You will have a dual reporting relationship to the Director Pension, Payroll & Employee Benefits (PPEB) and Director P&E Service Hub. Your expertise in change management methodologies and agile project management will be instrumental in navigating the complexities of this transformation.
Your Responsibilities
- Develop and implement a comprehensive 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 our Employee Service Centre's people, processes, and technology to develop a future state operating model and drive City-wide improvements in service delivery.
- Lead the development, implementation, and execution of a multi-year project plan that ensures alignment with the strategic goals of the City.
- Provide program management staff with direction, guidance, processes, and tools to increase efficiencies and improve effectiveness.
- Maintain high standards of work quality and organizational performance, and foster continuous learning and innovation.
About You
We are looking for a highly experienced and skilled Transformation Expert who can bring a strong track record of managing complex, high-profile projects with multiple stakeholders. You should have:
Extensive senior-level experience 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, including a deep understanding of emerging practices in customer experience (CX).Considerable experience managing and motivating project teams, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation across team.Experience in managing budgets and financial resources, including the ability to control expenditures and align them with approved budgets.Strong analytical and problem-solving skills, with the ability to identify emerging issues, prioritize them, and develop effective strategies to address them.Excellent communication and negotiation skills, including report writing, developing presentations and briefing documents to engage with key leadership and build support for initiatives.Strong facilitation skills, with experience driving decision-making and dialogue with various stakeholders on "ways of working", collaboration, shared alignment and performance effectiveness.Political acumen and the ability to navigate complex political and executive landscapes, effectively managing competing goals and priorities, consulting and problem solving while maintaining positive working relationships.Familiarity with current issues and best practices related to equity, accessibility, human rights, inclusion, reconciliation and deep understanding and a thorough working knowledge of the Ontario Human Rights Code, the Occupational Health & Safety Act, Accessibility for Ontario's with Disabilities Act, Employment Standards Act and Municipal Freedom of Information Act.What We Offer
We offer a competitive salary range of $140,350.00 - $182,614.00 per annum, plus excellent benefits, including a defined benefit pension plan through OMERS. We also offer ongoing learning and development opportunities, including tuition subsidies, and a hybrid working environment that provides flexibility and work-life balance. Additionally, we offer opportunities to join and take an active role with our Communities of Inclusion, comprised of employees who share a common identity, lived experience and/or set of interests and support each other's professional development, sense of belonging and promote a culture of inclusion.
