Supervisor, Policy

Opening Statement
We acknowledge that the City of Kingston is situated on traditional Anishinabek (Ah
- nish-in-ah-bay), Haudenosaunee (Ho-den-o-show-nee) and Huron-Wendat (huron-wen-dat) territory and is the home of many Indigenous peoples. We are grateful to reside and work on this land.

Kingston is a smart, livable city in the heart of eastern Ontario. Its stable and diversified economy includes global corporations, innovative start-ups and all levels of government. Kingstonians enjoy a high quality of life with access to world-class education and research institutions, advanced healthcare facilities, affordable living and vibrant entertainment and tourism activities.

Position Summary
Reporting to the Manager, Parking Operations, Licensing and Policy, the Supervisor, Policy and Licensing, is responsible for the day-to-day supervision and operation of the Licensing staff. This position ensures effective and efficient customer service delivery and is responsible for providing leadership and guidance to a team.

The Supervisor will oversee daily operations of the front customer service counter for the Planning, Building and Licensing team, responsible for financial transactions including refunds and approvals, and the contact person for balancing concerns raised through financial services. The Supervisor will work closely with the Customer Service team to ensure consistency in messaging and appropriate resolution to customer concerns and inquiries.

KEY DUTIES & RESPONSIBILITIES

Oversee the scheduling of staff, manage attendance, train, and provide frequent constructive coaching and feedback. Supervise all aspects of performance and continually emphasizing and managing health and safety practices and procedures. Deliver quality, customer focused services with regards to front customer service counter, data processing, file management, and other administrative functions

Liaise with community groups; resolve complaints and concerns; prepare responses and reports to Council and Committees. Attend Committee and Council meetings as well as provided detailed reports

Maintain policies, procedures, and performance standards to ensure quality standards and customer service within Licensing & Enforcement. Design, implement, and review procedure manuals as well as establishes policy development for enforcement strategies and staff performance and productivity standards

Identify and recommend changes to improve service delivery standards, models, and systems to enhance service delivery. Maintain and ensure that the database system is operating for the Division and administer the system for optimum usage

Remain current with changing industry standards, legislation and by-laws and provide recommendations regarding various aspects of operations including policies and procedures

Other duties as assigned
Qualifications, Competencies
3-year diploma/degree from a post-secondary institution

Diploma/degree from a post-secondary institution in Business or Public Administration an asset

3 years of recent and relevant experience working in a fast paced, high volume working environment dealing with difficult situations/clients and effectively finding solutions to conflict

Experience monitoring budgets, dealing with financial systems, and complying with legislation

Experience creating, interpreting, and enforcing municipal policies and bylaws with a clear understanding of provincial legislation as it applies to the municipal sector

Supervisory experience in a unionized environment and knowledge of collective agreements, an asset

Experience in a public sector setting

**Must demonstrate corporate competencies**: Customer Focus, Results Orientation, Integrity, and Teamwork
Skills, Abilities, Work Demands
Strong and effective problem-solving and organizational skills with the ability to prioritize work in a demanding environment

Demonstrated leadership and conflict management skills with the ability to coach, motivate, and develop employee to achieve success and reduce tension or conflict between two or more people

Ability to research, analyze, and formulate solutions to complex issues

Proficient knowledge of related policies, procedures, legislation, and initiatives and Office Software

Strong time and project management skills with the ability to multi-task

Required to obtain and maintain a satisfactory criminal record check
Closing Statement

Your resumé must demonstrate how you meet position requirements. Please upload to your profile any educational Degrees, Diplomas and/or Certificates that are relevant and required for the position. We thank all who apply, however, only those selected for further consideration will be contacted. Information collected will be handled in accordance with the Municipal Freedom of Information and Protection of Privacy Act.