• Posting Period: 18-JUL-2024 to 01-AUG-2024

Job Description:

Toronto is Canada’s largest city, the fourth largest in North America, and home to a diverse population of about 2.8 million people. Consistently ranked one of the world’s most livable cities, we are a global centre for business, finance, arts and culture. Join the award-winning Toronto Public Service as a Coordinator Business Support within our Toronto Water Division.

Reporting to the Director of Technology and Customer Experience the successful incumbent will assume responsibility for the timely completion of both one-time projects and recurring assignments or programs in the functional areas of customer support, information technology, operational technology, engineering and construction.

The Coordinator Business Support, will provide business support for areas related to strategy, business performance and internal controls, issues management, organizational change management, finance, operations, procurement (Request for Proposal (RFP), Request for Quotation (RFQ), Request for Expression of Interest (RFEOI), and human resources (employee engagement)..

Major Responsibilities

• Develops and implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Initiates and conducts, in coordination with divisional business representatives, research and analysis on opportunities to employ innovative solutions and redesign processes to deliver services for the unit.
• Conducts research into assigned area ensuring that such research considers developments within the field, corporate policies and practices, legislation, and initiatives by other levels of government.
• Oversees, coordinates, and participates in the development and implementation of Section, Divisional and Corporate initiatives and assigned projects, ensuring effective teamwork and communication, high standards of work quality and organizational performance and continuous learning. Prepares reports as required.
• Contributes to the development and reporting of the section's key performance indicators (KPIs), customer service standards and strategies/policies/programs/action plans to improve performance, service delivery, and customer service.
• Deals with confidential and sensitive information affecting organizations, staffing levels, assets, resources, and finances related to Section-wide processes, functional policies, programs, and strategies. Liaises with senior management and Section staff in the coordination of responses and resolution of section-wide issues. Participates in the resolution of issues that have escalated to the Section Director.
• Participates in the preparation and monitoring of the Section's annual budget. Develops business cases as required.
• Monitors variances and transactional financial requests requiring the Director's authorization, resolves issues and makes recommendations for changes.
• Acts as a Section contact and develops/coordinates Sectional responses to Corporate, Cluster or Divisional requests for information or action. Makes recommendations to the Director to support change management strategies to improve the Section's overall strategic and operating performance.
• Develops, recommends, and implements best practices, continuous improvement initiatives and change management strategies to improve effectiveness and efficiencies within the unit.
• Participates in the development and/or implementation of organizational change initiatives, including the preparation of required documentation and review of financing requirements.
• Prepares reports and reviews all Section reports to Council and Committees on various operational issues (for accuracy, budget implications, internal consistency, etc.). Coordinates with the General Manager's office. Monitors relevant agendas for reports of interest to Water Infrastructure Management. Maintains records regarding outstanding reports, planning documents, strategic reports, etc.
• Prepares proposals, briefing notes, policy documents, business and evaluation analysis, and communication documents as required to support the Director and unit.
• Prepares various formal contractual documentations such as Request for Information (RFI), Request for Proposal (RFP) and Request for Quotation (RFQ) as required.
• Undertakes initiatives to develop, maintain and implement processes and mechanisms to strengthen the Section's internal control, oversight, and compliance. Makes recommendations to the Director and senior management.
• Develops and maintains tracking mechanisms and systems to monitor policies, standards, and procedures. Ensures Director is informed of ongoing status, issues, and opportunities.
• Maintains a thorough and continuous knowledge of City and divisional policies, initiatives, and operational issues.
• Represents the Section on key divisional, corporate, and external teams and initiatives and maintains effective working relationships with senior management, politicians, divisional and other City staff, and external organizations.
• Handles inquiries, issues and challenges from staff, members of Council, and the public, including Freedom of Information Requests, on behalf of the Director or directs to appropriate sources. Oversees the Section's enquiries and complaints management system and oversees reporting requirements.
• Provides direction to administrative support staff to successfully complete assigned tasks.

Key Qualifications:

1. Post-secondary education in a discipline pertinent to the job function (e.g., Business Administration, Public Policy, Communications, Project Management), or an equivalent combination of education and experience.
2. Considerable experience coordinating projects including planning, implementation, evaluation, and post implementation support.
3. Considerable experience conducting research and analysis and developing business case recommendations.
4. Considerable experience preparing documentation (e.g., proposals, briefing notes, written reports, presentation materials, Q&A's, contractual documentations (RFP/RFQ/RFEOI), correspondence and spreadsheets.
5. Proficiency in the use of Microsoft Office Suite (Word, Excel, and PowerPoint).
6. Highly developed verbal and written communication skills with the demonstrated ability to write, present complex information and facilitate discussions to a variety of audiences.
7. Ability to work with minimal supervision as well as the ability to make sound independent judgement calls, take initiative and know when to seek counsel and advice.
8. Ability to exercise sound judgment and discretion and establish good working relationships with all stakeholders, the general public, employees up to and including senior management, as well as client departments, outside agencies, politicians and other orders of government
9. Strong analytical and strategic thinking, creative problem solving and conflict resolution skills.
10. Excellent organizational skills, reliable, and the ability to handle multiple priorities and meet deadlines within a fast-paced environment.
11. Knowledge of organizational effectiveness, employment equity, employee engagement and change management principles and practices.
12. Knowledge and understanding of the theory and practice of communications techniques and practices for internal and external audiences.
13. Knowledge and understanding of a range of functional areas such as customer support, information technology, operational technology, engineering and construction, and human resources (employee engagement) is an asset.
14. Knowledge and understanding of municipal government operations, approval processes and political structure is an asset.
15. Knowledge and understanding of Lean or Six Sigma concepts, principles, processes, and tools is an asset.