MANAGER TEAM CENTRAL PPEB

• Job ID: 48129
• Division & Section: Pension, Payroll & Employee Benefits, Client Experience
• Work Location: Metro Hall,55 John Street, Toronto 
• Job Type & Duration: Full-time, 1 Permanent Vacancy,
• Salary: $122,305.00-$163,639.00, TM2553 and wage grade 8. 
• Shift Information: Monday to Friday, 35 hours per week 
• Affiliation: Non-Union
• Number of Positions Open: 1 
• Posting Period: 21-JUN-2024 to 5-JUL-2024
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The City of Toronto is the fourth largest city in North America and the fourth largest government in Canada, with a highly diverse and multicultural population. In addition, the City of Toronto has several agencies and corporations including the Toronto Police Service, Toronto Public Library, and the Toronto Transit Commission, which make up the broader municipal organization.

Consistently ranked one of the world’s most livable cities, Toronto is home to more than 2.9 million people whose diversity and experiences make this great city Canada’s leading economic engine and one of the world’s most diverse and livable cities.

Reporting to the Director of Pension, Payroll, and Employee Benefits (PPEB), you will oversee employees who support all staff, managers, pensioners, and Councillors by handling inquiries related to pay, benefits, and pensions. You will utilize data to enhance services, streamline processes, and leverage technology. Collaborating with key partners, you will manage team performance to ensure a consistent and excellent employee experience.

Specifically, you will provide leadership in the areas of:

Strategic Planning and Policy Development: Develop and implement detailed plans and policies tailored to program-specific requirements. Establish and ensure the achievement of operational goals aligned with the City of Toronto's strategic directions and growth plans.

Team Management and Development: Lead, motivate, and train staff to ensure high standards of teamwork, work quality, and performance. Supervise day-to-day operations, manage schedules, review work, authorize vacation and overtime, and handle disciplinary actions as necessary. Monitor staff performance, approve salary increments, and identify development opportunities.

Service Delivery and Customer Experience: Oversee daily operations to ensure timely and accurate responses to inquiries through a one-stop service model. Lead customer experience strategies to enhance service delivery and meet service goals. Cultivate a culture of continuous improvement, implementing best-in-class standards and processes.

Performance Measurement:  Develop, monitor, and report on contact centre key performance metrics such as handle time, wait time, first call resolution, abandonment rate etc. Manage and optimize service levels by forecasting call volumes, scheduling staff and making real time adjustments to ensure efficient service. Implement and maintain a comprehensive quality assurance program to evaluate agent interactions, providing coaching to ensure continuous improvement.

Technology Integration: Collaborate with Technology Services Division, People & Equity, Customer Experience (311 Toronto), and other partners to implement technology enhancements, including CRM systems, telephony, and knowledge management tools. Participate in corporate modernization initiatives and recommend technology upgrades to enhance service delivery.

Project Leadership and Collaboration: Lead divisional, cross-divisional, or City-wide business projects and initiatives. Participate on steering committees and project teams related to employee experience. Negotiate and build relationships with senior management, clients, and partners to resolve strategic and operational issues and meet project objectives.

Policy and Procedure Development: Develop and review policies and procedures related to staff management, internal responses, and service requests to ensure efficient service delivery and business continuity. Ensure compliance with legislation, policies, and collective agreements. Additionally, develop, recommend, and manage the annual budget for the unit. Ensure expenditures are controlled within approved budget limitations.

Quality Assurance: Lead quality assurance efforts by providing strategic plans, implementing productivity and customer-service standards, identifying, and resolving issues, completing audits, and implementing system improvements.

Advisory Role: Serve as a primary advisor to senior leadership, City Divisions, and City Council on confidential and politically sensitive matters involving TEAM Central service delivery. Provide recommendations to address significant risks and issues. Prepare and deliver presentations on TEAM Central-related matters, including performance updates and process improvement opportunities, to PPEB leadership, other senior leaders, City Divisions, City Council, and external partners.

Key Qualifications

1. Post-secondary education in Business Administration, Finance, Human Resources or a related discipline, or the equivalent combination of education and/or experience. Payroll Certification i.e., Payroll Compliance Professional (PCP) an asset.

2. Experience leading multi-channel contact centre operations, including a demonstrated understanding of technology (CRM, telephony), best practices, workforce scheduling, metrics & reporting, and quality assurance. Contact centre experience in a payroll, benefit, employee service or finance environment is an asset.

3. Highly developed interpersonal, written, and oral communication, negotiations, and problem-solving skills at all organizational levels.

4.  Familiar with employment related legislation (i.e., Employment Standards Act, Human Rights Code, Occupational Health & Safety Act, Accessibility for Ontarians with Disabilities Act etc.), collective agreements, and other human resources policies and procedures required when leading in a unionized environment.

5. Proven experience in developing and implementing detailed plans and policies tailored to program-specific requirements and the ability to establish and achieve operational goals aligned with strategic directions and growth plans.

6. Strong leadership skills with the ability to motivate and train staff to ensure high standards of teamwork, work quality, and performance.

7.  Extensive experience supervising day-to-day operations, ensuring timely and accurate responses to inquiries, managing schedules, reviewing work, authorizing vacation and overtime, and handling disciplinary actions.

8. Proven track record in monitoring staff performance, approving salary increments, and identifying development opportunities.

9. Proven ability to lead quality assurance efforts by providing strategic plans, implementing productivity and customer-service standards, identifying, and resolving issues, completing audits, and implementing system improvements

10. Experience serving as a primary advisor to senior leadership on contact centre and customer experience related inquiries or initiatives, including handling of confidential or politically sensitive matters.

11. Proficient in preparing and delivering presentations on operational matters, performance updates, and process improvement opportunities to leadership and external partners.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.