Supervisor, Licensing and Compliance-PB346

Summary of Duties:

Reporting to the Manager, Licensing, Policy and Special Operations, the Supervisor, Licensing and Compliance is responsible for leading the delivery of customer service related to licensing and By-Law compliance services. This position is responsible for ensuring an efficient, consistent and compliant service delivery model related to licensing administration and By-Law compliance services.

Work Performed:

• Lead and oversee delivery of services and programs related to customer service for licensing administration and By-Law compliance services. Maintain related website as required.
• Provide oversight and support to front line customer service representatives through the approval, refusal and processing of licensing related applications and renewals.
• Support various external groups and associations through information sharing and data related to license applications. Coordinate inspections as required.
• Review licensing By-Law regulations and requirements on new license proposals, inquiries or extensions and work across Municipal Compliance to determine appropriate next steps.
• Oversee reconciliation of daily deposits of licensing and permit fees. Authorize account adjustments, journal forms and initiate notifications for reimbursement as needed according to associated Municipal Compliance and Financial policies.
• Supervise employees including hiring, coaching, administration and performance management. Respond to confidential human resources matters as required and support employee development and engagement.
• Mentor and develop direct reports to build high-performing teams, support employee engagement and commitment to individual, divisional and organizational goals.
• Provide training and direction to staff to appropriately address customer concerns, inquiries and issues regarding the Licensing Office. Respond to escalated or sensitive matters.
• Ensure work of reporting staff is completed in accordance with established standards and procedures.
• Establish objectives, service standards and planning in regard to the use and development of the enterprise software platform, in keeping with the strategic direction and corporate vision.
• Create and maintain all fees and fee codes to reflect current pricing in the corporate system. Ensure the payment systems are designed to reflect cash handling and business practice requirements. Train staff in operating the system to process fees.
• Administer the annual invoicing program for unpaid utilities and assist with the escalation process according to the Vital Services By-law.
• Demonstrate commitment to anti-racism, anti-oppression, and human rights through inclusive practices, interactions and programs.
• Promote and adhere to health and safety legislation and foster a culture of safety with direct reports.
• Ensure adherence to health and safety legislation and foster a safety-first culture.
• Provide support to continuous improvement initiatives to ensure an effective and efficient customer service delivery model. Track and analyze performance metrics to generate statistics and address service issues.
• Apply collective agreements fairly and consistently.
• Promote commitment to a high-level performance in customer service, safety, and goal achievement.
• Participate on internal and external committees related to licensing as assigned.
• Develop, monitor, and report on budget; operate within approved fiscal plans.
• Perform other related duties as assigned.

Skills and Abilities:

• Ability to apply knowledge and experience in municipal compliance, licensing and customer service to advance the objectives of the area.
• Demonstrated success leading or supervising employees, contracted services and consultants.
• Committed to employee safety; knowledgeable in the Occupational Health and Safety Act and how it relates to the position.
• Ability to understand the importance of service delivery and implementing customer-focused initiatives.
• Ability to apply effective interpersonal and customer services skills, including conflict resolution and problem solving; demonstrated ability to effectively communicate with diverse populations within the community.
• Proficient in MS Office Suite and related software systems.
• Excellent communication, facilitation and presentation skills; demonstrated political acumen.
• Ability to work varied hours to meet requirements of the position.

Qualifications:

• Completion of a Two-Year Business Administration Diploma or in a relevant area of study or equivalent combination of education and related experience.
• Three to five years related experience in a business or customer service environment including team leadership or supervisory responsibilities.

Compensation & Other Information:

$80,770 - $105,948.
This posting is one (1) permanent, full-time position being filled on a permanent full-time basis.
Current hours of Work: Monday to Friday from 8:30 a.m. to 4:30 p.m.
Work Arrangement: Hybrid. Subject to change in accordance with business requirements.
These hours of work and work arrangements are subject to change in accordance with business requirements.

Police Record Check

The successful candidate will be required to complete a Criminal Record Check.