PROGRAM MANAGER BUSINESS OPERATIONS

Job ID: 51352
Job Category: Policy, Planning & Research
Division & Section: Social Development, Finance & Admin, HSI Project Office
Work Location: Union Station
Job Type & Duration: 1 Permanent vacancy
Salary: $112,280.00 - $149,247.00
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Qualified List will be established to fill permanent and temporary positions.
Number of Positions Open: 1
Posting Period: 10-Dec-2024 to 24-Dec-2024

Toronto is Canada’s largest city, the fourth largest in North America, and home to a diverse population of over 2.9 million people. Consistently ranked one of the world’s most livable cities, Toronto is a global centre for business, finance, arts and culture.

Recognized as one of Canada’s Best Diversity Employers and Greater Toronto’s Top Employers for 2024, the City of Toronto promotes professional development and is committed to providing opportunities to lead, learn and grow. We value integrity, reliability, and fairness, and we embrace the diversity of the people we work with and serve.

Our Social Development, Finance & Administration Division delivers critical functions within the City’s complex multi-site, multi- division, multi stakeholder and union and non-unionized environment. A team of approximately 42,000 employees are the driving force behind the City’s ability to provide programs and services to residents, business, and visitors to this community.

As part of the Social Development, Finance & Administration Division, our Human Services Integration section supports strategic delivery of City benefits. People Experience is highly integrated into the broader divisional work of developing and implementing policies and practices conducive to improving the overall employee experience and fostering an equitable working environment.

In this role, reporting to the Manager, Program Development, Human Services Integration, the Program Manager will support the continued development of complex Human Services Integration business processes and technology solution delivery. The key deliverables for the program will include gathering and evaluating business process research, system requirements, partnering with divisional and external partners to assess, evaluate and analyze industry options, aiding in the development of business cases and project materials to achieve a Universal Benefit process.

The Program Manager will be responsible for leading and supporting a team of highly effective project staff implementing project plans, supporting procurement & vendor management relationships, conducting data collection and analysis, supporting project and stakeholder management, reporting on project mandates, as well as providing technical expertise and consultation services to support divisional projects and programs.

Operational Effectiveness

Manages, motivates and trains the unit's staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
Supervises the day-to-day operation of all assigned staff including the scheduling, assigning, and reviewing of work. Authorizes and controls vacation and overtime requests. Monitors and evaluates staff performance, approves salary increments and recommends disciplinary action when necessary.
Interacts and is the ‘point person’ in the Division for business support related policies and procedures and ensures that these policies and procedures are implemented.
Acts as a key contact with People & Equity staff, while exercising good judgement and discretion with confidential human resources information pertaining to any transitions
Represents the Division on key divisional and corporate initiatives and maintains effective
working relationships with the CMO’s office, senior management both internal and external to the Division, divisional staff, external boards and agencies and other levels of government.
Leads the development and implementation of divisional employee engagement initiatives e.g. Customer Service Survey, Divisional Newsletter, Special Events, Team Building Workshops.

Project Management

Provides confidential, strategic advice and decision support to the Division Head and senior divisional staff on complex issues to foster organizational excellence and enhance divisional transformation in all areas of the Division.
Oversees all business process re-engineering projects in the Division ensuring that they are project managed appropriately and that training is provided to all staff involved in the improvement exercise.
Carries out cross divisional/ service area initiatives/issues resolution requiring coordination and response on behalf of senior leadership or provides project management for larger scale initiatives. Ensures progress on divisional strategic work, plans and alignment processes
including completion of divisional purpose statement and alignment with Council's strategic priorities.
Leads and/or participates on various divisional and cross-divisional Committees, Task Forces and Working Groups as the divisional representative, providing input, advice and recommendations that support the mandate and goals of the Division.

Service Delivery/Strategic Planning

Leads the Division's strategic planning and transformational processes and ensures consultation, development, preparation and maintenance of the Division's strategic plan in accordance with the City's Strategic Plan, themes and actions.
Provides strategic direction and advice to meet the City's strategic goals. Ensures that access, equity and diversity goals are advanced through divisional policies and programs.
Establishes an effective and collaborative working relationship with the Division's senior management team, management staff, staff from other City Divisions and external partners for operational initiatives.
Provides consultation, advice and recommendations to the senior leadership team on complex organizational and management change practices, business planning, strategic planning initiatives and the creation of a workplace that supports and is conducive to a high level of organizational performance.
Supports the Division Head in addressing ongoing and emerging issues and priorities for the Division Provides strategic advice in the areas of service level agreement development, performance management, best practices and program review.
Provides ongoing tracking and follow-up on Council directives and ongoing corporate/divisional initiatives including monitoring of master divisional critical paths.

Business Process Improvement

Develops and implements detailed plans and recommends policies regarding program specific requirements
Develops and implements performance measurement programs in order to measure operational improvement in the program divisions by ensuring that each work unit in the service area has developed a set of performance measures and that divisional business plans are completed on time and within corporate requirements
Anticipates, identifies and manages emerging issues and challenges, in an effort to identify solutions for business transformation as a result of evolving and changing needs.
Participates in identifying and measuring performance standards for the Division and makes recommendations on performance improvements.
Provides research, evaluation, and implementation of new business processes within the Division including introduction of pilots, training and methodologies for implementation across the Division

Communication and Issues Management

Prepares staff reports, briefing notes and correspondence for the Division Head on corporate/divisional initiatives, confidential and sensitive matters, as required.
Ensures increased communication between senior management and staff within the Division by developing staff information sessions and by providing session design, co-ordination, speakers and facilitation for several information sessions per year.
Undertakes research and analysis for the Division and program areas and prepares comprehensive reports to Council and Committees.
Manages divisional employee engagement initiatives, increasing employee satisfaction and promoting an inclusive culture.

Key Qualifications

Post-secondary education in a professional discipline pertinent to the job function combined with relevant experience or an equivalent of education and experience.
Considerable experience operating as a fully accountable program leader, identifying needs, initiating, coordinating and managing the implementation of solutions in response to divisional issues.
Considerable experience delivering complex projects and programs with minimal direction, while balancing organizational, political, community and other stakeholder interests.
Considerable experience with stakeholder and relationship management at all levels, including directors, senior leaders in other divisions, and staff.
Considerable experience in preparing comprehensive reports, briefing notes and professional presentation material.
Advanced leadership skills with demonstrated supervisory competencies including the ability to coach, hold accountable, mentor, engage and motivate staff.
Highly developed communication and presentation skills at all organizational levels.
Highly developed interpersonal skills with the ability to interact with diverse client groups, excellent listening skills and a strong commitment to customer service.
Highly developed human relation skills with the ability to effectively handle matters of a confidential/sensitive nature as it relates to Council, other senior staff, management, and unionized employees.
Ability to lead change and be flexible, responsive, critical and demonstrates new ways to think, act and plan.
Knowledge of legislative and contractual obligations and related corporate policies.
Working knowledge of HR policies and procedures, collective agreement provisions and legislative compliance requirements.
Familiarity with government legislation in the area of Occupational Health & Safety.

Hybrid Work Program

The City of Toronto's Workplace Modernization Program is re-imagining how we work in our workplace. Its vision is to provide flexibility to our employees around how we work and where we work. It will also support a better work-life balance, improved job satisfaction and employee engagement. Improving the work experience is at the core of this program and everyone plays a significant role in its realization. We have introduced the Hybrid Work Program which supports amore modern and flexible way of working. The hybrid approach will allow us to keep the best of remote work while integrating the important aspects of in-person collaboration and team-work.

Note To Current City of Toronto Employees

City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".

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.

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