Executive Director, Customer & Corporate Service (Full-Time)
Reporting to the Chief Administrative Officer (CAO), the Executive Director (ED), Customer & 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 Talent Management and Human Resources (HR), Fleet & Facilities (F&F) including Green and Climate Change Leadership, Information Technology Services (IT), and Public Relations & Communications (PR). The main duties and responsibilities for this position are in the areas of developing and managing an integrated customer service strategy, overseeing corporate service functions, and department administration functions.
The ED will lead collaboration across a corporation that has a total budget of over $100M, as part of a dynamic and forward-thinking management team and in support of Council and our Community’s Vision that “People Thrive Here – Live More Now.”
Experience and Qualifications:
- Degree in Public Administration, Business Administration, or related discipline.
- Certified Municipal Officer, Certified Municipal Manager, or other municipal leadership accreditation an asset.
- Ten (10) years of significant progressive management experience, preferably working as a senior manager in a municipal government environment.
- 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.
- Through working knowledge of relevant Acts/Regulations/Statutes and local government functions/responsibilities.
- 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.
- Ability to manage information and make decisions, negotiate, find innovative solutions to problems as well as administer and monitor budgets.
- Exceptional administrative, interpersonal, organizational, time management, problem-solving, report writing, and public relations skills, together with the ability to use tact and discretion and to deal courteously and effectively with the public and fellow staff members.
- Ability to multi-task, cope with interruptions and work under pressure to meet multiple deadlines, exercise discretion and good judgment particularly when handling highly confidential/sensitive information. Possess a high level of initiative and personal integrity.
- Working knowledge of Windows and Microsoft Office applications, database management, and office equipment.
- Valid Class ‘G’ Driver's Licence and a Driver’s Abstract satisfactory to the Employer. Ability and willingness to travel within the community and out of town as required.
- Possess Criminal Record & Judicial Matters Check (Level 2) with results satisfactory to the Employer and a valid standard first aid and CPR/AED Level C certificate (or willing to obtain).