Director, Customer Information Services, 2683

Director, Customer Information Services
Job Number: 2683 Classification Title: ML4 Posting Date Jan 16, 2009 Closing Date - 11:00 p.m. on: Jan 26, 2009 Union: Management
Number of Openings (up to): 1 - Permanent Full-time
Department:Corporate Services Department
Work Location(s)

T5J 2Y8
Description:
Reporting to the General Manager of the Corporate Services Department, you will lead the strategic direction of customer information services. With your extensive management expertise, you will oversee the services provided through 311 and Inside Information, the City's external and internal Call Centres and the City's website. Seize this important opportunity to showcase your problem solving talent and leadership skills. Specific functions include:
Provide strategic services to establish the City as leader in the provision of information services to citizens and internal staff through two one point of contact call centres;
Provide timely and interactive services through a service focused web presence;
Explore and lead more effective ways for staff to deliver services and solutions;
Use environmental scanning and tools such as benchmarking to identify practical and cost effective alternatives that will enable new business opportunities, decrease cost of operations or accommodate new growth;
Lead the organization in establishing customer service standards and policies;
Ensure the diversity of the external and internal community is reflected in the Branch strategy;
Partner with organizations to agreed to common goals where relationships are strategic with high political sensitivity and visibility (i.e. Regional Services);
Ensure that staff maintain a high level of service in the 311 and Inside Information model and web sites;
Lead the human resource management of the Branch to ensure the development of talent and a high performance culture.
Qualifications:
• Bachelor's degree in Business Administration.• A minimum of 10 years progressively responsible management and leadership experience in a large unionized organization.• Experience creating new business processes and procedures that encourage a continuous improvement environment, creating strategic business plans and implementing services to support the plans.• Superior knowledge of the City governance structure, Municipal Government Act, Council goals and Collective Agreements to determine service delivery options.• Highly developed leadership skills to engage employees in their work, create a culture of service that builds trust and accountability and champion continuous improvement.• Superior consultation, customer service and problem solving skills.• Highly developed writing and oral communication skills are essential.

HOURS OF WORK: Hours of work for management/professional positions may vary and be subject to the terms and conditions of a variable hours of work program. SALARY RANGE: ML4 $91,000.00 to $130,000.00 Annually. GENERAL: The City of Edmonton thanks all applicants for their interest in this employment opportunity; however, only those candidates considered for the position will be contacted. HUMAN RESOURCES CONSULTANT: DP/MB