Manager Business Services

Requisition ID: 42996 

Organization

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

Main Purpose and Function

The Manager, Business Services works closely with the DBL Leadership team to address complex, multi-faceted business issues and risks, manage internal communications and engagement strategies, and ensure all support activities are proactive and efficient.

The Manager oversees the day–to-day activities of a number of staff groups providing excellent customer service, and contributes as a member of the management team to the development and implementation of initiatives (including training), attendance management, mentoring, coaching, recruitment, metrics, process and service improvements and overall service delivery.

The position has significant latitude of independent action within the framework of established policy and practice and the Manager exercises judgement in making decisions on the interpretation and application of regulations and guidelines.

Specific Duties and Responsibilities

Technical Function:

• Makes discretionary decisions and provides interpretations, with little or no input from the Director, Planning, on the Zoning and Development By-law, Official Development Plans, the Parking By-law, Private Property Tree By-law and related guidelines policies and procedures with respect to enquiries and related Development Permits, Building Permits and Trades Permit applications

Team Leadership:

• Manages, monitors and improves department-wide performance by analyzing performance statistics and making appropriate decisions on the basis of these results
• Provides leadership to staff by coaching, mentoring and training staff, evaluating performance
• Supports the Senior Manager, Business Services and Strategic Compliance to ensure that the DBL Risk Management plan is regularly refreshed, and that the high priority items have clear risk mitigation and management plans.
• Develops and maintains a DBL business continuity plan that interfaces with other occupants as appropriate.
• Ensures that DBL processes are aligned with those of City Clerks, 3-1-1, and other departments as appropriate.
• Schedules staff to ensure sufficient coverage at all times; authorizing overtime, vacation and other leaves
• Hires staff and plans, assigns and reviews work, sets goals and standards, assigns responsibilities, plans training programs and activities, handles disciplinary matters, actively participates in the grievance process, all according to employment statues and regulations, City policies and practices, and the provisions of relevant collective agreements
• Responsible for staff development and relationships with other work groups and departments; collects and analyzes statistics concerning center operations and recommends changes to resource allocations and priorities as appropriate
• Provides direction, guidance, advice and training to staff involved in processing permit applications related to the applicable by-laws. 
• Acts as a key resource in providing  problem-solving expertise to staff involved in the processing of permit applications and guidance and advice with regard to working with difficult or first-time applicants and enquirers

Customer Service:

• Provides assistance and advice to customers and manage complex and escalated issues
• Analyzes data to monitor customer service levels department-wide
• Ensures ongoing development and improvement of customer service policies and procedures

Business Processes:

• Participates in the development of methods and procedures for the improvement of DBL operations with regard to customer service
• Manages and oversees the implementation of new business processes to streamline the delivery of services and support continuous improvement
• Collaborates with management team to support new and emerging departmental metrics around service levels
• Develops and manages strategies to monitor customer service levels and performance targets
• Performs other duties/responsibilities as required, including acting on behalf of the Senior Manager,  Business Services and Strategic Compliance

Employee Engagement & Internal Communications:

• Develops and delivers integrated DBL engagement strategies and annual communications plan to build a culture that fosters employee engagement and commitment and supports achievement of the DBL business objectives while complimenting the broader City Engagement plan.  Ensure plans and results are communicated broadly to the DBL Senior Management Team.
• Partners with managers across DBL to assess engagement levels, capture employee feedback and suggestions, and supports managers to develop and implement specific employee engagement plans relevant to their particular operational context.
• Designs, manages and oversees implementation of communication programs, strategies and initiatives for DBL.
• Coordinates writing and editing of a wide range of communications materials, including articles and web content.
• Plans and leads departmental activities that promote a positive workplace culture, such as the DBL Christmas Golf Tournament.

Administrative Support Services:

• Acts as DBL’s lead with Business Continuity and assists with the Development of DBL’s Business Continuity Plan
• Acts as DBL’s VanTeams Liaison and supports with Emergency Operations Centre
• Provides direction, coaching, and mentoring to the administrative team.
• Supports the day-to-day activities of the administrative team, leading recruitment and selection, performance management, training, workload management and discipline as required.
• Oversees the development and maintenance of administrative standard operating procedures for DBL.
• Ensures effective coordination with DBL managers and City of Vancouver administrative policy and procedures, such as ensuring that recruitment and on-boarding are completed effectively and efficiently for all new employees.
• Oversees updates and consolidation of Annual Fee Report(s) in coordination with administrative team.
• The incumbent participates in a range of interdepartmental work, including:
• Representing the department on committees and developing and implementing associated procedures that flow from committees;
• Leading interdepartmental process improvement projects, such as conversion of microfiche to electronic documents, assessing opportunities to reduce storage needs, ensuring proper records management practices department-wide;

Facilities Management

• Supports Senior Manager, Business Services and Strategic Compliance in reviewing and updating DBL long term office space plan and budgeting; oversees inter office moves and space planning issues.
• Oversees the West Annex Safety Plan, Emergency Response Program (e.g. leads recruitment and tracking of floor wardens and their training), worksite inspections and acts as the department liaison for first aid.
• Coordinates repairs for West Annex, and takes the lead on managing communications for staff (e.g. posting signage, sending email updates through DBL Communications etc.
• Other duties/responsibilities as assigned.

Qualifications

Education and Experience:

• Post-secondary education, preferably a university degree Management or Administration, or a related field, or an equivalent combination of training and experience, including experience in urban development in a municipal setting
• Extensive experience supervising and managing staff preferably in a customer service setting
• Experience in developing or operating individual performance management processes including employee performance evaluations, employee feedback and coaching systems and employee training.

Knowledge, Skills and Abilities:

• Considerable knowledge of review and processing of permits and licences in a municipal environment
• Considerable knowledge of the interpretation and application of the various by-laws administered by Planning and Development Services
• Considerable knowledge in Human Resource practices with a specific focus on labour relations, recruitment and leading and managing employees
• Sound knowledge of applicable collective agreement and an ability to deal effectively with labour and employee relations issues
• Sound  knowledge of customer service principles and priorities
• Excellent customer service skills
• Excellent communication skills
• Progressive management skills to effectively lead staff including coaching, mentoring, facilitation, dispute resolution, team development, and dealing effectively with employee issues and promoting overall motivation
• Effective organizational skills to manage a changing workload, track and follow up/follow through on delayed assignments, projects, and reports involving other departments
• Ability to communicate effectively orally and in writing, having experience in both internal and external communications issues.
• Ability in facilitating interest based conflict resolution and influencing multiple stakeholders at senior levels within the City and the community.
• Ability to strategically address complex, multi-faceted business problems through data analysis, research, scenario modeling.
• Ability to make recommendations within the broad corporate context taking into consideration interdependencies among policies and initiatives.
• Ability to create a vision with clear expectations for staff and to provide the leadership necessary to set performance goals and coach employees to achieve the desired results
• Ability to lead positive change
• Ability to plan, organize and supervise the work of a number of subordinates, providing training where necessary
• Ability to develop, recommend and implement new work methods and procedures
• Ability to deal tactfully and effectively with a wide variety of internal and external contacts
• Ability to manage a changing workload, determine priorities and meet goals in a timely manner.
• Ability to work effectively as a team member and promote productive and coordinated teams both within and between work groups.

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work remotely 1 – 4 days a week from locations that are a daily commutable distance from their work at a City worksite.  At this time this position is eligible to be part of the Flexible Work Program.

Business Unit/Department: Development, Buildings & Licensing (1250) 

Affiliation: Exempt 

Employment Type: Regular Full Time 

Position Start Date: March 2025 

Salary Information: Pay Grade RNG-080: $97,032 to $121,294 annually

Application Close: February 5, 2025

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply.  Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion. 

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