Executive Director, Customer and Corporate Service (Full-Time)

Job Id #: 

Job #: 2019-25: Executive Director, Customer and Corporate Service (Full-Time)

Date posted: April 9, 2019
Closing date: May 6, 2019 at 4:00 p.m.
Job type: Permanent Full-Time
Start date:  July 2019
Salary range: $143,907.40 to $178,847.40 per year (2018 rates)
Hours of work: 35 hours per week, usually Monday through Friday; flexibility in scheduling is required to attend functions outside of normal work hours, attend Council, Committee and special meetings, attend conferences/events, respond to urgent situations as needed, or work overtime as required
How to apply: http://www.collingwood.ca/humanresources
Position Summary:
The Town of Collingwood is realigning functions across the organization and part of this process involves creating a new Department to focus on customer service.  Several corporate services (e.g., HR, IT, Fleet & Facilities, communications) currently in other departments will also be bundled in this new Department.  Customer service priorities will include defining customer service standards, monitoring and reporting on customer service, determining hours of service, and better utilization of technology to enhance the customer service experience. This new Department would also be tasked with the leadership of the IT strategic plan and strengthening the Corporation’s IT safety and security.  This office will also manage special projects and will champion a “green office” to look at ways to reduce the Town’s carbon footprint.
Reporting to the CAO, the newly created position of Executive Director, Customer and Corporate Service is responsible to lead and direct integrated initiatives across the organization related to customer service delivery, strategy, performance, and improvement with a commitment to providing exceptional customer service to meet the needs of residents, business, stakeholders and employees with regard to timeliness and effectiveness.  The position is also responsible for the management and leadership of corporate services which include Human Resources, Information Technology Services, Fleet & Facilities, and Communications.  Main duties and responsibilities are in the areas of developing and managing an integrated customer service strategy, overseeing corporate service functions, and department administration.
Experience and Qualifications:
1. Degree in a relevant discipline (e.g., Public Administration, Business Administration, etc.), together with ten (10) years of significant progressive management experience, preferably working as a senior manager in a municipal government environment.  Certified Municipal Officer, Certified Municipal Manager, or other municipal leadership accreditation an asset.
2. Knowledge of contemporary customer service best practices and ability to facilitate change across an organization.  Politically astute with demonstrated ability to grasp organizational issues, lead diverse groups toward a common vision and take a participatory approach to management.
3. Thorough working knowledge of relevant Acts/Regulations/Statutes and local government functions/responsibilities.
4. Possess exceptional interpersonal, administrative, communication, report-writing, organizational, time management, public relations and supervisory/management skills.
5. Demonstrated analytical skills to identify and resolve problems and excellent negotiating skills to resolve organizational and interdepartmental conflicts.  Ability to communicate ideas effectively in person and in writing and to deal effectively with high pressure and challenging situations.
6. Ability to manage information and make decisions, negotiate, find innovative solutions to problems as well as administer and monitor budgets.
7. Demonstrated skills working in a team environment as well as working independently.
8. Thorough working knowledge of Microsoft Windows and Office applications.
9. Class G Driver’s License in good standing and reliable vehicle to use on corporate business.  Ability and willingness to travel within the community and out of town as required.
10. Possess Criminal Records & Judicial Matters Check with results satisfactory to the Town, and valid standard first aid and CPR/AED Level C certificate (or willing to obtain).
JD Cust & Corp Serv Dir Apr_19.pdf56.63 KB