Job ID: 45212

Job Category: Administrative

Division & Section: Corporate Real Estate Management, FM Civic Buildings

Work Location: City Hall, 100 Queen Street W., Toronto

Job Type & Duration: Full-time, Permanent Vacancy

Salary: $72,588.00 - $92,853.00

Shift Information: Monday to Friday, 35 hours per week

Affiliation: Non-Union

Number of Positions Open: 1

Posting Period: 15-JUL-2024 to 29-JUL-2024

Reporting to the Supervisor, Customer Support Services, the successful incumbent will be responsible for the overall operational and functional support of the comprehensive event and facility support services provided to City divisions, members of council and external organizations at civic public spaces across the City. The Program Operations Support Officer will also be responsible for the ongoing review, development and implementation of business processes and industry best practices ensuring the highest level of customer service and excellence in the organization.

Major Responsibilities:

Collaborates with other city divisions, City Council and the Mayor’s Office,Agencies, Event Organizations,Vendors,andmembersofthepublicintheexecutionofseamlesseventsand related programs and by demonstrating a high level of political acuity.

Consultswithbothinternalandexternalclientstoidentifyanddelivereventandlogisticalservices that respond to unique customer and program requirements.

Consults with clients to determine the most cost-effective solution for their functional requirementsanduseofspacethroughinnovativeprocurementstrategies,knowledgeofindustry standards and best practices and subject matter expertise. Supports the development of operating budgets and client contracts for event and logistical services, estimates and cost recovery for services.

Leads assigned projects related to operational support activities within the unit , ensuring effectiveteamworkandcommunication,highstandardsofworkqualityandorganizational performance, as well as continuous learning.

WorkswiththeSupervisor,CustomerSupportServicestorecommend,developandimplement policies and procedures regarding event operations and other related program and service specific requirements ensuring proper quality and supports to meet targeted productivity, standards and client satisfaction.

Identifies, analyzes, rationalizes and optimizes business processes, policies, procedures, systemsapplications,inputsandoutputs,programoperationsandfunctionsatadetailedlevel.

Conductsresearchintoassignedareas,includingworkingwithconfidentialinformationrelatedto policy, job roles and budgetary changes and producing related reports to enable ongoing and improved productivity and customer service, ensuring that such research takes into account industrybestpractices,corporatepoliciesandpractices,legislationandinitiativesbyotherlevels of government.

Makes recommendations to senior divisional management regarding service optimization and businessprocesssimplificationsthatcouldresultinalternateservicedelivery,resourceallocation.

Preparesstrategies,workplans,projectdocuments,proposals,councilreportsand presentations.

Prepares,organizesandpresentsbusinesscases,proposals,solutions,statisticalreportsand project documents and statements to various audiences.

Assistsinthedevelopmentandmaintenanceofstandardsandspecificationsforprogramand operational systems for the Unit.

Ensurestimelyandeffectiveproductionofallrequiredprogramreports,statementsand maintenance of appropriate records.

Supports the development and implementation of a centralized Customer Support Services deliverymodelacrossCityfacilitiestoensureefficiencyandcoordinationintheuseofpublic spaces and resources.

Providesinputintothedevelopment,administrationandmonitoringofassignedbudget,including processing, tracking, and submission of purchases, contracts, revenues and expenditures and ensures expenditures are controlled and maintained within approved budget limitations.

Assistswiththedevelopmentofacomprehensivebusinessplanforthedivisionincludingrevenue projection and new venture opportunities, forecasting and allocation of resources.

CoordinatesthepreparationofProposals,(RFP,RFQ,RFI),theevaluationprocess,andvendor performance reviews. Liaises with Purchasing & Materials Management and Legal during procurement for selected divisional contracts.

Coordinatestechnicalandeducationaltrainingandprofessionaldevelopmentrequirements for staff.

Coordinatesandprovidessupportonactivitiesrelatedtotraining,changemanagementand implementation of policies/programs.

WorkswiththeSupervisor,CustomerSupportServicesonrecruitment,selection,performance and attendance management, deployment, and professional development plans for unit staff.

Provides information and maintains a monitoring system for issue tracking such as labour relations,employeeengagementinitiatives,staffdevelopmentandoutcomes,andconfidential data collection for People with Disabilities.

Assistswithoverseeingtheday-to-dayoperationofunitstaffincludingthescheduling,assigning and reviewing of work and resource management

Monitorsandrespondspromptlytoservicecomplaintstoaddresseventandlogisticalservice issues and resolutions.

WorkswiththeSupervisor,CustomerSupportServicesonproviding24/7coverageandresponse for staffing and event related issues at designated facilities.

Assistswiththedesignandoverseeingofanewcentralvenueandequipmentbookingsystemby providing operations support for the unit such as leading user acceptance testing oftechnology and providing assistance with processes and/or navigating systems, monitoring data, while ensuringenhancementtotheday-to-dayoperationandservicedeliveryatassignedbuildingsand spaces throughout the organization.

Overseesandmaintainsinventory,storageandsafeoperationofequipmentandsuppliesrelated to event production to ensure sufficient resources are maintained, and the consistent delivery of event and logistical services.

Ensuresthetimelycompletionofallpreventivemaintenanceprogramsandaudits. Develops and maintains templates for data collection and divisional forms.

Reviewssystemofinternalcontrolandperformsinternalauditstorecord,identifyandaddress any assigned venue, event and office equipment deficiencies.

Recommends, implements and practices security, privacy and quality assurance requirements consistentwithMFIPPAandcorporatestandardsregardingstorageandprocessingofconfidential corporate and application data and information inputs and outputs.

Ensures that City by-laws and legislative regulations including the Workplace Hazardous MaterialsInformationSystem(WHMIS),theOccupationalHealth&SafetyAct,andallapplicable building codes are met for event and logistical services at assigned facilities.

Key Qualifications:

Yourapplicationmustdescribeyourqualificationsastheyrelateto:

1. Post-secondaryeducationinadisciplinepertinenttothejobfunction(i.e.EventManagement, Project Management, Public Policy), and/or equivalent combination of education and experience.
2. Considerableexperienceineventproductionandlogistics,includingplanning,organizing, problem-solving, and decision-making.
3. Considerableexperienceinprojectmanagementandlargescale,multi-facetedprocess coordination with the ability to apply principles, techniques, tools and methodologies to accomplish results-oriented outcomes.
4. Considerableexperiencewithbusinessprocessreviews;researching,formatting,analyzing and developing complex reports, establishing objectives and measures to continuously improve performance and the standard of excellence in the organization.
5. Experience using various computer applications including Microsoft Office 365 (Outlook, Word,Excel,andPowerPoint),aswellasimplementing,operatingandmaintainingVenue Booking software and Web applications.
6. Ability towork in a multi-level stakeholder environment and establish and sustain effective partnerships with stakeholders including City Divisions, City Council Members, Agencies, EventOrganizationsandbusinessesinrelationtotheCustomerSupportServicesportfolio.
7. Strongoralandwrittencommunicationandpresentationskills,withtheabilitytoeffectively communicatewithallstakeholders,includingelectedofficials,alllevelsoftheorganization, event clients and the public, utilizing discretion when required.
8. Ability to lead, motivate, supervise unionized team, including managing performance.
9. Highlydevelopedcustomerservice,conflictresolutionandproblem-solvingskillswiththe ability to develop and recommend solutions.
10. Proficiency in budget monitoring and co-ordination.
11. Abilitytomultitaskandthriveinahigh-stress,creativeandpoliticalenvironmentwithfrequent and competing deadlines.
12. Abilitytotakeinitiativeandworkindependently,takingownershipofaprojectaswellas collaborate with multi-disciplinary teams in fulfilling the unit's and division's goals.
13. ConsiderableknowledgeinrelevantlegislationintheareaofOccupationalHealthandSafety, Employment Standards Act, AODA (Accessibility for Ontarians with Disabilities Act),and various applicable collective agreements as related to event production.
14. Abilitytoworkoccasionalextendedhours,eveningsandweekendstomeetdeadlinesand support events at various locations across the city, as required.
15. AbilitytosupporttheTorontoPublicServicevaluestoensureaculturethatchampionsequity, diversity and respectful workplaces.

Note To Current City of Toronto Employees

City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".

Toronto is home to more than 2.9 million people whose diversity and experiences make this great city Canada’s leading economic engine and one of the world’s most diverse and livable cities. As the fourth largest city in North America, Toronto is a global leader in technology, finance, film, music, culture, and innovation, and consistently places at the top of international rankings due to investments championed by its government, residents and businesses. For more information, visit jobs.toronto.ca or follow us on Twitter at Twitter.com/CityTOjobs, on LinkedIn atLinkedin.com/company/city-of-toronto or on Facebook at Facebook.com/CityTOjobs.

How to Apply:

For more information on this and other opportunities with the City of Toronto, visit us online at https://jobs.toronto..obsatcity/. To apply online, submit your resume, quoting Job ID 45212, by Monday, July 29, 2024.

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 < https://jobs.toronto..cale=en_US >.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).

Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process < https://jobs.toronto..ocale=en_US>