• Job ID: 45196
• Job Category: Policy, Planning & Research
• Division & Section: Customer Experience, CX Strategy, Insights & Planning
• Work Location: UNION STATION
• Job Type & Duration: Full-time, Temporary (12 momths) Vacancy
• Salary: $112,000 - $144,200.00
• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: 29-Apr-2024 to 13-May-2024

Are you interested in customer experience and modernizing the public service? The Strategy, Insights & Planning team (SIP) within the Customer Experience Division (CXD) is seeking a Management Consultant who can manage projects in a disciplined manner, is agile and adaptive in developing solutions, values collaboration and engagement, and is able to craft project plans and strategic narratives to deliver on direction from City Council and executive leadership.

Who we are: CXD aims to improve the City of Toronto’s service delivery by providing simple, omni-channel and responsive customer experiences. SIP’s goal is to support the creation of personalized, improved, and standardized approaches to customer service delivery across the organization through the creation of policies, procedures and standards.

The role: The Management Consultant will report to the SIP Managers and will be responsible for helping senior leadership make decisions, set priorities, and measure success by conducting research, data analysis, options analysis, governance and organizational design, business process reviews, stakeholder consultations, crafting presentations and writing reports.

Major Responsibilities:

• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Conducts research into assigned area ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Research, analysis, policy formulation and coordination to support the divisional objective of prioritizing project investments.
• Champions, communicates change, and fosters on-going collaboration within program teams and among program stakeholders.
• Assesses and recommends scalable multi-jurisdictional business and technical solutions that meet client and business requirements in the context of City standards, policies and procedure including determining requirements, conducting research and evaluations and obtaining all approvals and signoffs.
• Analyzes current business practices, business processes, data flows in the context of evolving information architecture, performance measures; prepares feasibility studies and recommends changes to meet business objectives
• Represents the Divison as required in internal and external meetings, forums and presentations regarding various business solutions and methodology decisions, , information policies and standards, and other management aspects deemed as relevant and appropriate.
• Identifies and recommends approaches for addressing program/activity gaps and issues.
• Determines focus, scope, objectives, methodology and activities by shaping and defining consulting projects in consultation with client and key stakeholders.
• Brings analysis and conclusions and recommendations forward to the client/stakeholders, chair meetings and promotes systematic discussion.
• Provides policy analysis, formulation, coordination and advice to project partners and leadership regarding programs, services and organization at both a strategic and operational level.
• Supports management in assessing and devising solutions from a pragmatic and objective perspective.
• Contributes to the development and implementation of strategic organization design and effective management/governance systems and processes at the corporate level.
• Collects data, conducts analyses, draws conclusions and develops alternative solutions, by reviewing processes and applied methodologies.
• Leads the assessment and analysis of corporate customer experience issues and conducts studies and prepares reports with respect to program and service delivery changes; management policies, systems, processes and practices; and organization change.
• Fosters and maintains cooperative working relationships within and external to the organization.

Key Qualifications:

• Post-secondary education in a professional discipline relevant to the job function, such as Business Administration, Public Administration, Public Policy, Economic Policy or combined equivalent of education and experience. CBAP, Lean Six Sigma, PMP or other process-oriented certifications would be considered an asset.
• Extensive experience providing consulting services to senior management in a large organization, in the areas of business process review and re-engineering, program review and service improvement, and strategy development and planning.
• Considerable experience with facilitation, change management and the use of organizational excellence techniques.
• Experience managing complex projects, or strategic and operational reviews within a major public sector organization at the municipal level is an asset.
• Experience in conducting research and developing options, and recommendations.
• Excellent organizational and project management skills with the ability to work with a team, both within the division and with other divisions and agencies, meet competing priorities and handle multiple tasks concurrently.
• Strong critical thinking and analytical skills in assessing and reviewing business processes to identify options, best practices, and opportunities to improve service delivery.
• Highly-developed written and verbal communications skills with the ability to prepare written reports and deliver effective presentations.
• Exceptional interpersonal, facilitation and negotiation skills with the ability to establish positive working relationships, develop solutions, manage change, drive consensus, and interact and communicate effectively with divisional staff, other municipalities and members of the public.

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".

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.

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.