Business Improvement Specialist

**Description**:
**Working for the City of Burlington**

A great career is closer than you think. Come work for the City of Burlington, where you’ll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors and employees; and prioritizes continuous opportunities for you to learn and grow.

We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include: flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.

**Location**

**Position Overview**

This Business Improvement Specialist supports the organization within the Corporate Strategy Team. Using analytical skills, design, impact and review approaches, change leadership and strong communication skills, the Specialist will collaborate and often design and lead activities to evaluate and support improvements in the organization's operations, service delivery, and customer/client experiences. The focus of this role is to lead, plan and facilitate staff teams in discovering and implementing transformational changes in areas such as operational processes, technology, business strategies, customer experiences, and new innovative approaches to Municipal service delivery.

**Responsibilities**

This position is responsible for:

- Developing the annual plan to coordinate the improvement and change needs of the organization, making use of multiple business practices such as: Lean, Design Thinking, Customer Experience Journey Mapping, and Change Management.
- Designing, leading, facilitating and supporting Service Leads and People Leaders with innovation, change leadership and continuous improvement workshops, activities and/or projects that drive service improvement results.
- Building relationships as a liaison with Service Leads to identify opportunities to support or participate in fostering change initiatives originating in business process improvements, human centric designed services and innovation tools, methods and workshops.
- Developing, implementing and ongoing coordination of corporate wide Business Improvement and Change Management strategies and programs, reporting results and progress to Burlington Leadership Team.
- Developing strong relationships with key stakeholders to advance the goals of the organization and the Corporate Strategy Team.
- Proactively identifying new stakeholders and opportunities to design, develop and implement stakeholder engagements for continuous improvement, change management or strategy workshops.
- As a participant or lead, contributing to departmental and corporate initiatives that have the potential to shift the way that the corporation does business, with an emphasis on process and service improvements and organizational change.
- The Specialist may spend part of the day preparing reports and analyzing statistics, and another part working with front-line staff, people leaders and or executive, identifying improvement opportunities and coaching employees on how to identify process efficiencies and leading people through change.
- Working with Service Leads, Management and staff teams to elicit business, functional and technical requirements and drive improvement and change using staff interviews, document and strategy analysis, requirements workshops, surveys, site visits, business process reviews, business analysis and workflow analysis.
- Leading the corporate service business planning process and working with a team to implement an integrated approach to business planning that aligns with corporate budgeting (capital and operating) and senior leader strategic decision making.
- As part of a team, developing, implementing and managing the alignment of strategic long term KPIs to service operational KPIs inclusive of a corporate wide monitoring, reporting and action planning process.
- Complete post implementation approaches, reviews, recommendations and reports to ensure successful implementation of improvements and recommendations are executed by management and staff.
- Work as part of a team to continuously build and develop business practices (tools, templates, processes and training) in the areas of risk management, performance measurement, continuous improvement, process and service reviews, change management and innovation/design thinking.

**Requirements**:
You have a university degree in Business Administration or an equivalent combination of education, training and experience. Three (3) to five (5) years experience in the field of business performance, continuous improvement, corporate strategy and change management. Demonstrated commitment, skill and experience designing and implementing a variety of meaningful performance measurement (KPI) and process review methodologies, including varying training and professional development needs and methods for delivery