MANAGER CUSTOMER PLANNING GOVERNANCE & REPORTING

MANAGER CUSTOMER PLANNING GOVERNANCE & REPORTING

• Job ID: 54128
• Job Category: Customer Service
• Division & Section: Toronto Water, Technology & Customer Experience
• Work Location: 275 Merton Street, Toronto, ON.
• Job Type & Duration: Permanent, Full-time Vacancy
• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: 24-Feb-2025 to 10-Mar-2025

To lead and manage staff responsible for executing Toronto Water's Customer Service strategy. To oversee risk management, governance, and reporting to ensure compliance with customer, asset, and organizational standards. To drive planning and program delivery, aligning initiatives with overall business objectives. To develop and manage water meter assets and lifecycles, including planning, logistics, procurement, contract management, and sustainment. Ensure the 24/7 operation of the meter-to-cash process is efficient and optimized, minimizing downtime and maximizing accuracy. To design and implement public education and outreach programs to inform and engage the community on water conservation, billing practices, and service updates. Conduct regular business process reviews to identify and address areas for improvement in customer service operations. To implement quality assurance measures to maintain high service delivery standards. Generate and analyze workforce analytics to optimize staff performance and resource allocation. Ensure data-driven decision-making supports continuous improvement in customer service and operational efficiency.

Major Responsibilities:

• Develops and implements detailed plans and creates policies and standards regarding program specific requirements. Manages, motivates and trains the Unit's staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Coaches, mentors and supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and controls vacation and overtime requests. Monitors and evaluates staff performance, approves salary increments and recommends disciplinary action when necessary.
• Develops, recommends and administers the annual budget for the Unit, and ensures that the Unit's expenditures are controlled and maintained within approved budget limitations.
• Cultivates a culture of continuous improvement within the Unit, evaluating program delivery on an ongoing basis in consultation with staff, senior management, service users and partners and implementing and managing change improving effectiveness and efficiency.
• Ensures excellent customer service is provided to both internal and external customers.
• Acts in a strategic lead role with other Toronto Water managers and City Divisions for the successful implementation of the Toronto Water Customer Strategy.
• Ensures that the best practices for the operation of Customer Service are developed and implemented, including service standards, case management, satisfaction surveys, field operator fact sheets and frequent service partner meetings with counterparts in other Divisions.
• Develops planning documents, sets objectives, monitors and prepares reports to address short-term and long-term planning policy development, by-laws, and issues related to various customer service requests/programs.
• Drafts policies, by-laws, and position papers to address emerging issues, trends and practices.
• Participates in organization and management change initiatives and the creation of a workplace that supports and is conducive to a high level of performance.
• Manages research and develops/reviews terms of reference, technical specifications, tender documentations, proposals and technical reports and prepares recommendations related to the Unit's various customer service requests/programs.
• Serves as meter and Automate Meter Infrastructure assets and services owner from a Toronto Water perspective.
• Provides leadership in ensuring policy and program development, research, public education/relations campaign and outreach with respect to various customer service programs by working with the relevant areas of Toronto Water and across the City.
• Responds to enquiries from staff, elected officials and the general public, and investigate such enquiries expeditiously.
• Exercises tact and professionalism when attending public and private meetings with elected officials and the public.
• Identifies new funding opportunities (with other levels of government, partnerships, etc.), revenue opportunities, revenue analysis, etc.
• Develops key performance indicators for the Toronto Water Customer Service functional areas and regularly reports on key performance indicators and assigned performance targets and projects delivered by the Unit.
• Spearheads regular business process reviews to identify areas for improvement within Customer Service operations.
• Implements quality assurance measures to maintain high standards of service delivery.
• Creates and distributes workforce analytics to optimize staff performance and resource allocation, while ensuring data-driven decisions support the ongoing improvement of customer service and operational efficiency.
• Provides oversight and appropriate allocation of staff and financial resources, and ensures effective project management with defined scope, schedule and requirements for projects undertaken by the Unit.
• Provides professional expertise in the preparation of Emergency Planning initiatives led by Toronto Emergency Management or Toronto Water as required.
• Provides professional expertise during emergencies in regard to safety concerns associated with Toronto Water's customer care services.
• Prepares technical reports and staff reports to Standing Committees and/or Council.
• Develops and executes public education and outreach programs to inform and engage the community about water conservation, billing practices, and service updates.
• Represents the Division/Service Area/City at meetings with the public, clients, stakeholders, Councillors and their staff, Standing Committees, Community Councils, City Council, court proceedings, and on internal and external committees.
• Participates on various committees, task forces, project teams, etc. as a divisional representative.

Key Qualifications:

• Demonstrated experience in managing a multidisciplinary team of technical and professional staff including experience leading, motivating, coaching and developing employees.
• Experience in business planning, strategic planning, customer service, service delivery, project management and operational issues.
• Broad experience in and knowledge of the principles and techniques of municipal water and wastewater operations.
• Postsecondary diploma/degree in engineering, public administration or a closely related field or an equivalent combination of education and experience.
• Experience preparing and managing both capital and operating budgets.
• Considerable experience in the development of policies, programs, technical design guidelines and/or by-laws related to stormwater customer programs, water resources and services and utmost customer experience.
• Highly developed ability to manage competing priorities, including the ability to influence and negotiate outcomes.
• Considerable experience in the preparation of interdivisional and external process documents, preparation of council reports, review of technical reports and responding to inquiries by councillors, external agencies and the public.
• Working knowledge and application of the Occupational Health and Safety Act and Regulations, Collective Agreements, related Labour Legislation and relevant policies and legislation.
• Excellent verbal and written communication skills; highly developed interpersonal skills; dealing with all levels of the organization, government agencies elected officials, the media and the public; preparing concise, accurate technical reports and correspondence.
• Ability to function effectively in a service oriented, politically sensitive environment and to balance the needs of the organization, and customers against available resources.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.