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Business & Support Services Specialist
City Of Hamilton
Hamilton, Ontario, CanadaPosted 17 hours ago
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Job description
About The City Of Hamilton
Contribute to the City of Hamilton, one of Canada’s largest cities – home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometres of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason
JOB POSTING
JOB ID #: 19465
Business & Support Services Specialist
Corporate Services
Customer Service & POA
71 Main St. W
NUMBER OF VACANCIES: 1
UNION/NON-UNION: Non Union Management Professional
HOURS Of WORK: 35.00 per week
GRADE: 6
SALARY/HOUR: $50.654 – $59.242 per hour
Note: See appropriate Collective Agreement or the Non Union Salary Range for details.
STATUS/LENGTH: Full-Time Regular
Job Description ID #: 6992
Vaccine Verification – As a condition of employment you are required to provide proof that you are fully vaccinated or provide proof of valid exemption satisfactory to the employer prior to your start date. You must acknowledge and agree to comply with any future vaccine policy requirements as an ongoing condition of employment at the City of Hamilton.
Summary Of Duties
Reporting to the Manager, Business & Support Services, the Business & Support Services Specialist is responsible and accountable for providing support for the customer service strategy, optimization of various service channels, identification and implementation of continuous improvement initiatives. The position will be responsible for business case and plan development, training and development as well as project management support for channel and financial strategic initiative. The Specialist is also responsible for the effective management of identified vendor contracts, inclusive of performance reporting, as well as the development, implementation and management of performance dashboards and reporting.
GENERAL DUTIES
Responsible for providing support for the customer service strategy as well as business case and plan development, and project management support and the achievement of goals and objectives.
Lead the implementation of continuous improvement initiatives for the Division as well as support financial integration initiatives.
Provide confidential support for the identification of enterprise solutions for on-line service applications as well as the optimization of service channel strategies to reduce costs and enhance the overall service experience.
Supports the partnership with Departments to facilitate the adoption of enterprise solutions for on-line service applications as well as develops the business case for funding, where applicable.
Research, develop and recommend short / long term service delivery and financial integration strategies in accordance with City strategic directions, strategies, guidelines and legislative program requirements.
In partnership with the Departments, develops recommendations for improvements to services delivery consistency and experience, including, required organizational changes, staff resources and skill requirements
Supports the development of service level agreements and other applicable contracts and liaise with vendors, suppliers, other organizations and municipalities in supporting service delivery.
Facilitates the implementation of cross departmental service strategies that optimize the accessibility of services and ensure service consistency across the various channels as well as provides support and management of identified financial integration initiatives.
Initiates opportunities to explore areas of optimization and service synergies to improve the service experience of citizens and reduce operating expenditure.
Supports the identification and implementation of detailed performance management principles, reporting mechanisms and corresponding communications.
Supports the implementation of performance metrics and criteria for service and financial monitoring as well as assists in the development, recommendation and interpretation of policies and procedures related to service delivery.
Develops evaluation tools for the effectiveness of work processes, technological efficiencies and standards.
Lead in the project management of identified initiatives at both the operational and strategic level.
Supports the investigation of concerns and complaints relating to processes and service channel delivery, documenting and reporting findings to the Director along with recommendations for resolution.
Lead in the development of reporting of performance to the applicable staff committee as well as supports the development and presentation of reports to members of Council.
Establishes and maintains an effective network of communication between senior management and various public and private sector agencies, user groups, constituents, city departments and other levels of government.
Manages and facilitates studies, public consultations and community engagement initiatives.
Supports the preparation of reports and makes presentations to senior management team and Council Standing Committees.
Ensure operational compliance with applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety as well as AODA and Inclusion & Equity.
Perform other duties, as may be assigned, which are related to the job function.
Qualifications
Progressively responsible experience in statistical and financial analysis, vendor management, program management and performance reporting acquired through a Bachelor’s degree in Business Administration from an accredited college or university or a combination of education and related extensive work experience. A CPA and/or MBA is preferred.
Demonstrated working knowledge of service channel delivery and optimization as well as client service delivery principles.
Demonstrated experience in developing service delivery strategies and tactics across multiple channels.
Demonstrated experience in identifying, developing and managing process and / or continuous improvement programs / projects.
Developed knowledge and experience in accounting principles and practices as well as financial analysis, analytics, metrics as well as business case and planning development.
Strong working knowledge of performance management (ie. results-based accountability, etc.), performance metrics and detailed performance reporting.
Strong understanding of the automated environment, with working knowledge of Word, Excel, PowerPoint, Outlook, PeopleSoft, other equivalent software.
Practical experience in developing customer service standards, process, programs and training as well as marketing campaigns (inclusive of revenue generation opportunities).
Possess strong written and oral communication skills combined with highly developed analytical, conceptual, technical and interpersonal skills, personal integrity and professional commitment.
Strong problem-solving skills and conflict resolution skills inclusive of the demonstrated ability to facilitate decision-making both strategically and tactically.
Possess excellent interpersonal skills with an emphasis on customer service in a diverse community. Strong public relations skills and the ability to interact and communicate effectively at all organizational levels.
Demonstrated experience in managing vendor contracts as well as overseeing, addressing and managing vendor performance.
Demonstrated knowledge of the Health & Safety Act and applicable regulations as it relates to the position.
Ability to successfully participate with any service audits that may be conducted.
Flexible availability with evening, weekend and holiday work may be required.
To apply for this job please visit hreapp.hamilton.ca.