PROGRAM MANAGER SERVICE OPERATIONAL SUPPORT

Job ID: 53562

Job Category: Operations & Maintenance

Division & Section: Municipal Licensing & Standards

Work Location: 850 Coxwell Ave. Toronto & 399 1530 Markham Rd.

Job Type & Duration: Full-time, Temporary (12 months)

Salary: $102,155 - $135,815

Shift Information: Monday to Friday, 35 hours per week

Affiliation: Non-Union

Number of Positions Open: 2

Posting Period: 26-Feb-2025 to 12-Mar-2025

The Municipal Licensing and Standards (MLS) Division supports the City of Toronto the City of Toronto by contributing to the safety, vibrancy, and maintenance of communities by being a leader in the effective delivery of by-law administration and enforcement services, business licensing and permitting, and animal care services.

The Municipal Licensing and Standards Division is looking for two (2) Program Managers, Service Operational Support to join their team. As the Program Manager, Service Operational Support, you will be reporting to a member of the senior management team and will lead key initiatives and provide senior level strategic advice and support in one (1) of the following areas:

Business Licensing & Regulatory Services

You will provide senior-level strategic guidance and operational support to the Service Line Director and the entire management team. In this role, you will lead and drive change management initiatives, manage key issues, and oversee the preparation of communications. You will also play a critical role in supporting business transformation and modernization efforts. Additionally, you will take charge of complex, high-impact initiatives to enhance the licensing and compliance functions within Business Licensing and Regulatory Services under MLS, ensuring alignment with organizational goals and driving continuous improvement.

Investigations Services

You will play a pivotal role in providing senior-level strategic and operational support to the Service Line Director and the extended management team. In this capacity, you will assist in guiding the team as it oversees the interpretation and enforcement of property standards and nuisance-related service complaints. Your responsibilities will include supporting the management team in addressing a wide range of property maintenance-related issues, such as waste management, vacant properties, overgrown grass, fencing, vital services (hydro, heat, water), and graffiti. Typical investigation and enforcement work will focus on ensuring compliance with bylaws and maintaining community standards.

In addition to the above, this position:

Conducts research into assigned area ensuring that such research considers developments within the field, regulatory requirements, divisional and corporate policies and practices, legislation, and initiatives by other levels of government.
Ensures that the project expenditures are controlled and maintained within approved budget limitations. Manages service line specific projects and leads change management initiatives, ensuring effective teamwork, communication, and implementation with high standards of work quality and organizational performance and continuous improvement.
Develops and manages projects related to divisional strategies and issues assigned by the Director and the management team.
Manages the service area's complaint management system and oversees reporting requirements.
Develops strategic communications plans for business transformation projects, and standardized communications protocols, notifications and signage requirements for various change initiatives relating to the regulatory environment.
Develops and implements effective issues management strategies, policies, and procedures, and provides direction and training to staff on appropriate responses and procedures.
Participates in complex organizational and management change initiatives.
Deals with confidential and sensitive information affecting the service/division's staff, operations and resources and the operating divisions supported.
Prepares strategic analysis reports for and provides strategic advice to the Division on issues, reports, projects, and related matters and leads strategic planning initiatives for the service area.
Establishes an effective and collaborative working relationship with the service area management team, divisional management team, project managers, staff from other City divisions and external stakeholders.
Maintains a continuous and thorough knowledge of current corporate and other divisions’ issues and initiatives.
Participates on various committees, task forces, project teams, etc. as a divisional representative.

Key Qualifications:

Post-secondary education in Public Administration, Business Administration, Financial Management or a related discipline, or the equivalent combination of education and/or experience.
Considerable experience in one or more of the following areas: issues management, asset management projects, maintaining inventory databases, utilizing Asset Management software, developing, and controlling operational budgets, communications, and/or public relations, regulatory compliance, enforcement investigations, or public safety operations.
Considerable experience in leading, motivating, and managing a team of multi-disciplinary professionals and project teams.
Considerable experience in researching, assessing, planning, developing, implementing, and monitoring broad scale policies, programs, processes, and management systems to identify opportunities for improvements to service efficiency and effectiveness and customer service delivery.
Demonstrated ability to lead investigative teams, overseeing complex investigations, and managing case files related to regulatory compliance.
Proficiency in data collection, analysis, and performance reporting to support operational decision-making.
Ability to interpret complex language of government regulations and in-depth knowledge of relevant by-laws related to business licensing, permitting and enforcement.
Strong knowledge of municipal licensing and standards services, with a focus on application, issuance, renewal, and appeal processes within a licensing, permitting, and investigative and enforcement environment.
Exceptional problem-solving, negotiation, and stakeholder management skills, with experience handling politically sensitive and high-profile issues.
Ability to deliver exceptional customer service, including handling complaints and engaging with multiple stakeholders and the public.
Strong understanding and adherence to ethical standards, ensuring transparency, integrity, and accountability in all aspects of the role.
Familiarity with municipal government operations, approval processes and political structure relevant government legislation including the Municipal Freedom of Information Act, Employment Standards Act, Human Rights Act, and the Occupational Health & Safety Act.

Project Management experience would be considered an asset.

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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