Supervisor, Policy & Licensing
Position Summary
Reporting to the Manager, Parking Operations, Licensing and Policy, the Supervisor, Policy and Licensing, is responsible for the day-to-day supervision and operation of the Licensing staff. This position ensures effective and efficient customer service delivery and is responsible for providing leadership and guidance to a team.
The Supervisor is responsible for leading the policy and bylaw research, analysis, development, and documentation of solutions for Licensing & Enforcement Services and will create, interpret, and ensure enforcement of municipal policies and bylaws are effective and well-organized, and that best practices and new technologies are implemented. This position will effectively problem solve situations including dealing with conflict between staff, and between staff and customers. The Supervisor will apply collective agreement language, policies and procedures and coach staff regarding the same, along with providing mentoring to staff to develop skills and competencies.
The Supervisor will oversee daily operations of the front customer service counter for the Planning, Building and Licensing team, responsible for financial transactions including refunds and approvals, and the contact person for balancing concerns raised through financial services. The Supervisor will work closely with the Customer Service team to ensure consistency in messaging and appropriate resolution to customer concerns and inquiries.
KEY DUTIES & RESPONSIBILITIES
Oversee the scheduling of staff, manage attendance, train, and provide frequent constructive coaching and feedback. Supervise all aspects of performance and continually emphasizing and managing health and safety practices and procedures. Deliver quality, customer focused services with regards to front customer service counter, data processing, file management, and other administrative functions
Liaise with community groups; resolve complaints and concerns; prepare responses and reports to Council and Committees. Attend Committee and Council meetings as well as provided detailed reports
Maintain policies, procedures, and performance standards to ensure quality standards and customer service within Licensing & Enforcement. Design, implement, and review procedure manuals as well as establishes policy development for enforcement strategies and staff performance and productivity standards
Identify and recommend changes to improve service delivery standards, models, and systems to enhance service delivery. Maintain and ensure that the database system is operating for the Division and administer the system for optimum usage
Remain current with changing industry standards, legislation and by-laws and provide recommendations regarding various aspects of operations including policies and procedures
Other duties as assigned
Qualifications, Competencies
3-year diploma/degree from a post-secondary institution
Diploma/degree from a post-secondary institution in Business or Public Administration an asset
3 years of recent and relevant experience working in a fast paced, high volume working environment dealing with difficult situations/clients and effectively finding solutions to conflict
Experience monitoring budgets, dealing with financial systems, and complying with legislation
Experience creating, interpreting, and enforcing municipal policies and bylaws with a clear understanding of provincial legislation as it applies to the municipal sector
Supervisory experience in a unionized environment and knowledge of collective agreements, an asset
Experience in a public sector setting, preferred
Must demonstrate corporate competencies: Customer Focus, Results Orientation, Integrity, and Teamwork
Skills, Abilities, Work Demands
Strong and effective problem-solving and organizational skills with the ability to prioritize work in a demanding environment
Demonstrated leadership and conflict management skills with the ability to coach, motivate, and develop employee to achieve success and reduce tension or conflict between two or more people
Ability to research, analyze, and formulate solutions to complex issues
Proficient knowledge of related policies, procedures, legislation, and initiatives and Office Software
Strong time and project management skills with the ability to multi-task
Required to obtain and maintain a satisfactory criminal record check