Business Transformation Portfolio Manager

Job Responsibility:

Business Transformation Portfolio Manager

The City of Richmond is committed to be the most appealing, livable, well-managed community in Canada, a vision that is only made possible by developing our most valuable asset - our people . This is a great opportunity to join our team and shape our community. The City of Richmond offers competitive pay programs, comprehensive benefits and attractive incentives. If you are looking to make a difference, and to share our vision, then please apply.

Overview

As the Business Transformation Portfolio Manager you will lead organizational change and continuous improvement initiatives in alignment with the City's objectives to modernize municipal services, enhance customer experience, improve operational efficiency, and ensure regulatory compliance. You will build strong relationships across the organization and ensure that initiatives deliver measurable value through the delivery of high-impact services such as business process re-engineering, change management, customer experience management, user experience design and performance measurement.

Examples of key responsibilities include, but are not limited to:

• Oversee the strategic management of improvement and transformation initiatives within the assigned portfolio, acting as the key subject matter expert, assembling the necessary resources and teams to respond to the business transformation and continuous improvement needs of the portfolio, and providing senior leaders with guidance and advice to address operational challenges, emerging risks, and new opportunities.
• Drive business innovation and improvements using established professional methods and tools while staying on top of industry trends, best practices and emerging technologies related to business transformation and continuous improvement.
• Direct the development and definition of future-state business requirements, overseeing the integration of organizational interdependencies, people impacts, and technology constraints to ensure successful transformation and alignment with organizational goals.
• Support successful technology adoption by leading cross-functional teams in conducting future state process mapping, business requirements solicitation, business case development, and solution scoping.
• Manage stakeholder engagement to assess current processes and define future state improvements for both simple and complex cross-functional operations.
• Lead the promotion and integration of customer experience management by guiding and participating in the development of customer personas, journey maps, satisfaction surveys, and other industry-leading tools, driving customer-centric service design and delivery across the organization.
• Oversee the end-to-end user experience design process, leading the creation of mock-ups, user journeys, prototypes, and the solicitation and evaluation of user feedback to ensure the delivery of intuitive, user-friendly solutions aligned with customer needs.
• Establish and maintain strong relationships across the organization at all levels to deliver tailored business support and portfolio management services, ensuring alignment with the unique needs of each department and business unit.
• Lead the identification and development of key business metrics and performance indicators, as well as related dashboards and reports to transform complex data into actionable insights that inform strategic decisions and improve business operations and service delivery.
• Drive the development and implementation of solutions that address the findings of risk assessments, audits, and service level reviews, collaborating with leadership from across the organization.
• Lead the development and execution of comprehensive organizational change management strategies, ensuring alignment with key projects and transformation initiatives, and driving successful change adoption across the organization.
• Prepare and monitor section and project budgets including developing business cases and submissions related to recommended changes or new budget requests.
• Provide direct management to the Business Transformation staff, including hiring, assigning work, conducting performance reviews, providing regular coaching and mentorship, and undertaking disciplinary measures as required.

Qualifications and Experience:

• A Bachelor's degree in Business, Engineering, Commerce, Data Analytics or another related discipline. A Master's degree in Business or Public Administration would be considered an asset.
• Completion of one or more of the following designations or certifications is preferred:
  • Certified Business Analysis Professional (CBAP)
  • Certified Customer Experience Professional (CCXP)
  • Certified Change Management Professional (CCMP)
  • Project Management Professional (PMP)
  • Data Analytics certification
  • User Experience certification
  • Lean or Six Sigma certification
• A minimum of ten years of business transformation and process improvement portfolio management experience in the private or public sector.
• Five years of progressive responsible leadership experience in a municipal business transformation would be an asset. Working knowledge of portfolio management, customer experience, and user experience (CX/UX) would be an asset
• An equivalent combination of education, training and experience may be considered.

Additional Information:

Employee Group: Exempt Position Status: Regular Full-Time Duration of Appointment: N/A Salary Range: $121,145 - $151,431/year Hours of Work: Monday to Friday 8:15am - 5pm, compressed work week schedule. Application Posted: 5/21/25 External Closing Date: 6/10/25 PCC#: 1334