Project Implementation Manager, Service Springwater

Project Implementation Manager, Service Springwater

Contract, Full-time Position

Non-Union

The Township of Springwater, located in the heart of Simcoe County, is a mixed urban / rural municipality with growing urban settlements and a prosperous agricultural sector.

The municipality is currently recruiting for the contract, full-time position of Project Implementation Manager, Service Springwater.

Under the guidance and direction of the Director of Finance / Treasurer, the Project Implementation Manager, Service Springwater is responsible for the development and implementation of a consolidated approach to customer service, known as Service Springwater.

Specifically, this position is responsible for collaborating with other departments to develop the duties and responsibilities of the the Service Springwater team, as well as develop the tools and methodologies for the team, in the near term and longer.

The position will work in collaboration with all other Township departments to develop service level agreements internally at the department level, implement a Citizen Relationship Management (CRM) software, develop an enhanced customer service training program for the corporation, and prepare an implementation plan for the onboarding and training of Service Springwater staff.

Overall, this position plays an integral role in establishing the foundation for the Service Springwater model to support the centralized, consistent delivery of customer service for the wide range of services to the residents and stakeholders of the Township of Springwater.

The Township offers flexible work arrangements, including an opportunity for this position to participate in our 4-day work week program.

Position Responsibilities

The usual responsibilities of the position are, but not limited to :

• Research all departments with the Springwater organization to develop the duties and responsibilities that will be covered by the Service Springwater team, including front-line in person, telephone and email customer service.
• Perform a service evaluation and develop service level agreements internally at the department level.
• Create a customer service toolkit and workflow.
• Develop a customer service knowledge base repository.
• Implement a Citizen Relationship Management (CRM) software (e.g. PSD CityWide).
• Develop service levels, Key Performance Indicators (KPIs) and recommend processes for improvement.
• Review and evaluate service delivery processes with a goal of streamlining / enhancing practices.
• Develop scripts for customer handling procedures and processes.
• Prepare implementation plan for the onboarding of Service Springwater staff.
• Prepare and / or assist in the preparation of reports for consideration by Council and Committees, and attend meetings as required.
• Performs other duties as assigned or as required in accordance with departmental and / or corporate objectives.

Qualifications and Experience

• Post secondary degree in Business Administration, Public Administration or a related discipline.
• Minimum of five (5) years of related experience, including at least one (1) year of supervisory experience.
• Experience working in a contact centre work environment.
• Thorough knowledge of legislated customer service requirements, including the Accessibility for Ontarians with Disabilities Act (AODA).
• Thorough knowledge of call centre operations, service level metrics, and customer service principles, standards and techniques.
• Thorough knowledge of current trends and best practices regarding call centre systems.
• Thorough knowledge of cash handling and management practices.
• Thorough knowledge of quality assurance standards and practices.
• Thorough knowledge of municipal, regional, provincial and federal government services and programs.
• Computer proficiency utilizing knowledge management / customer relationship management software, computerized maintenance management systems software, registration software, financial software, and other related software applicable to Township services and programs.
• Strong organizational, prioritization and multi-tasking skills to achieve deadlines and objectives in a fast-paced environment.
• Excellent verbal and written communication skills, with the ability to communicate technical information to a broad audience.
• Due to the responsibilities of this position, as a condition of employment you will be required to have a Police Information Check satisfactory to the Township before commencement of this position.

Rate of Pay

Compensation for this position is currently $76,193.31 to $89,135.67 per annum (2024 rate), with an option to participate in the OMERS pension plan for this position..

Hours of Work

This position will work 35 hours per week; however, occasional hours outside of normal business hours, including attendance at evening meetings, may be required.

How to Apply

Apply online by visiting www.springwater.ca / careers

Closing Date :

Don't meet all the qualifications?

It's normal to feel unsure about applying if you don't check every box listed in the job posting. While certain qualifications are crucial for some roles, we encourage people from all backgrounds, with different levels of experience and education, to apply.

Our recruiters will assess how you match up with the role.

Note : Applications that are not submitted online will not be considered. All applicants must provide a valid email address for communication purposes.

Written correspondence pertaining to this recruitment may be sent to the email address provided. Applicants are responsible for ensuring that they check their email regularly.

Personal information is collected under the authority of the Municipal Act and is used to determine eligibility for potential employment.

The Township thanks all applicants for their interest. Only those candidates selected for an interview will be contacted.

Accessible Accommodations

As an inclusive employer, we are committed to providing a fully accessible recruitment process. Please contact us at any time during the recruitment process and let us know what accessible supports you may need.