City of Toronto

Manager, Strategic Policy & Planning

City of Toronto

full-time

Posted on:

Location Type: Office

Location: Toronto • Canada

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Salary

💰 CA$123,833 - CA$170,184 per year

About the role

  • Develops and implements detailed plans and recommends policies 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.
  • 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.
  • Plans, manages, and implements projects and requests including the determination of project scope, action plans, identifying critical success factors.
  • Manages complex internal / external environmental scans and industry / business research to identify and address issues which have Customer Experience implications for the various City business units.
  • Manages the design and development of research proposals, methodologies and objectives; researches various data sources in other organizations and jurisdictions; prepares reports on research findings and policy recommendations resulting from these findings; validates findings / recommendations.
  • Provides leadership and policy support in the development and implementation of recommendations and initiatives identified as priorities for Customer Experience.
  • Prepares reports and briefing notes related to Customer Experience Business Plans, as well as divisional business plans and results.
  • Takes a lead role in supporting the implementation of the Business Plans for Customer Experience.
  • Develops targets and criteria to measure the effectiveness and success of programs.
  • Formulates and presents reports and recommendations to senior management.
  • Works closely with senior management to ensure Customer Experience Services effectively and efficiently manages business plan deliverables.
  • Maintains close and effective working relationships with City divisions, management staff, directors and other key stakeholders.
  • Provides strategic leadership to grow the organization's relationships with partners and alliances.
  • Ensures awareness and devises potential solutions for existing and evolving issues and concerns related to business plan delivery and/or other strategic initiatives.
  • Develops and consults on large policy related initiatives, while representing the interests of Customer Experience.
  • Manages project teams consisting of divisional staff, interdivisional staff and potentially external consultants.
  • Provides high quality customer service through improvement strategies including communications, training, public education, technological improvement, best practices, and quality control programs.
  • Develops and establishes the strategic policy framework for Customer Experience.
  • Develops and supports implementation of key policies on behalf of Customer Experience.
  • Provides expert advice and guidance to Customer Experience’s Services' senior leadership team with regards to policy initiatives which may impact on strategies and operational delivery.
  • Monitors, reviews and evaluates policy implementation and its impact on service delivery and performance.
  • Provides expert advice on policy initiatives, which informs the development of policies from a foundation of research and good practice, operating within the boundaries of the law and statutory responsibilities.
  • Manages and contributes to projects on behalf of Customer Experience.
  • Maintains knowledge, research and evaluation methodologies and application of this as required, to the application and review of all aspects of policy.
  • Attends Committee and Council meetings and communicates with Executive and Senior Management

Requirements

  • Post-secondary education in Business Administration, Policy or Government Affairs and/or an area that supports broad and strategic thinking, policy development and analysis, communications, issues resolution, relationship building, and stakeholder management, or the equivalent combination of education and experience.
  • Considerable experience leading customer-focused strategy in complex, fast-paced environments, including managing and motivating diverse staff teams, promoting effective teamwork and performance outcomes.
  • Considerable experience in a large public sector organization, combined with in-depth knowledge of government decision-making processes, as well as knowledge of Committee and Council proceedings, current corporate policies, programs, issues, and initiatives.
  • Considerable experience with conducting analysis, investigations, aligning stakeholders and making strategic recommendations to senior management.
  • Considerable experience managing strategic projects and initiatives, utilizing project management tools and methodologies to deliver on short- and long-term initiatives.
  • Considerable experience implementing service model and organizational improvement initiatives including designing, implementing, monitoring and reporting on goals and performance metrics.
  • Experience and expertise with change management and change management methodologies with specific emphasis on customer service improvement strategies.
  • Advanced interpersonal and verbal communication skills with the ability to balance interests of internal and external stakeholders, negotiate solutions and build consensus.
  • Advanced written communication skills with experience creating briefing notes, reports and presentations for senior management, Council and/or committee.
  • Excellent leadership and organizational skills with the ability to function as a team leader and member of a management team.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementpolicy developmentbudget managementdata analysisresearch methodologiesperformance metricscustomer service improvementstrategic planningchange managementstakeholder management
Soft Skills
leadershipteamworkcommunicationnegotiationrelationship buildingorganizational skillsproblem-solvingstrategic thinkingmotivationconsensus building