JOB SUMMARY

Service Transformation utilizes data analytics to inform strategic planning and assist decision making, develops a service improvement strategy targeting high-impact business process reviews of greatest value to the client experience, supports departments to implement service improvements through digital technologies and innovative solutions, and provides tools and talent to support departments as part of the City’s organizational effectiveness strategy. 

You are responsible for designing and leading organizational initiatives for process improvement and/or innovation as part of a continuous improvement framework to transform city services. You are a leader and subject matter expert for process improvement and innovation, leveraging advanced design, analysis and reengineering experience in applying complex methodologies and techniques such as Design Thinking and other CX/UX approaches such as client journey mapping, Lean, Six Sigma, Business Process Reengineering (BPR) and Alternative Service Delivery (ASD), to bring about specific and targeted service improvements and drive ongoing continuous improvement opportunities across the organization.

You engage senior leaders, managers and staff in identifying and analysing areas requiring improvement, drafting solid business cases, developing business requirements and identifying/assessing potential solution designs. Focusing on high-opportunity, high-impact process changes and digital enablement that will increase efficiencies, reduce waste, align with transformational priorities, you strive to ensure changes reflect the greatest value to the client experience of City services.    

As part of a multi-functional service transformation team, you incorporate and consider current and envisioned strategic imperatives such as the digital services strategy including channel shift/optimization, an IT current state and future roadmap, integrated risk, planning and performance management, stakeholder relations and staff engagement in analysing and implementing service improvements from design to sustained outcomes. 
 
You establish and promote a culture of continuous improvement and innovation, through modelling and demystifying industry best practices and leading edge models of process improvement and digital enablement. You require a combination of sophisticated analytical expertise; business acumen; a strategic mindset; client, relationship, and project management; and a passion for enhancing the client experience. The analysis of confidential information including employee and financial data requires that you make recommendations and implement decisions on behalf of senior management that impacts operational efficiency, structure and budget.

EDUCATION AND EXPERIENCE

Completion of 4 year university degree in Statistics, Industrial or Manufacturing Engineering, Business Administration or a related field, with formal training in continuous process improvement methodologies.  

Master’s degree is desirable

Minimum of 8 years of experience in delivering projects and applying process improvement methodologies. Demonstrated experience as a project leader and subject matter expert on a highly skilled team of process improvement professionals. Demonstrated experience leading or contributing to transformational activity within an operational environment. Demonstrated experience working with data and/or quantitative analysis in a data collection, statistical, analytical and performance improvement capacity. 

Knowledge of, or experience with, a centre of excellence approach for continuous improvement programs or business process management to establish and sustain an organizational culture of innovation and transformation is an asset

Knowledge of, or experience with, a formal enterprise continuous process improvement program is an asset

CERTIFICATIONS AND LICENCES

KNOWLEDGE

• Sound working knowledge of multiple process improvement methodologies and techniques such as Continuous Process Improvement (CPI), Lean, Six Sigma, Business Process Reengineering (BPR), Alternative Service Delivery (ASD) and Client Journey Mapping
• Designing and developing business models 
• Proficiency in application of statistical analysis of business problems
• Working knowledge of data and statistical analysis tools
• Knowledge of the roles, responsibilities and interrelationships of Council, the Service Innovation and Performance Department and other City departments, and the political climate 
• Understanding of capital and operating budget processes

COMPETENCIES, SKILLS AND ABILITIES

• Demonstrated, professional level  competency with business process tools (e.g., Lean or Six Sigma Green Belt), facilitating rapid improvement events, value stream analysis, process mapping, project selection workshops, and coaching project teams 
• Ability to facilitate continuous improvement activities (e.g., orientation, education, training) based on business need and strategic objectives
• Ability to think, plan and communicate strategically to provide insight and solutions, to “connect the dots” and to make strategic recommendations within the broad corporate context taking into consideration interdependencies among service areas, policies and initiatives
• Ability to manage multiple priorities in a fast-paced, ever changing environment
• Self-directed and organized; able to manage responsibilities for multiple, simultaneous projects
• Demonstrated interpersonal and leadership skills with an ability to consult with senior leadership and influence without authority
• Work effectively as a lead and team member within a multi-disciplinary environment, and comfortable working with all levels of management and staff across the organization
• Ability to seek and build internal/external relationships and negotiate with representatives from other departments and outside agencies to identify and achieve objectives
• Proficiency in process and value stream mapping techniques and tools
• Passion for process and system improvement, including commitment to staying current with new technologies and innovative approaches and enabling their use to help clients achieve their goals and solve business problems    
• Ability to provide strategic recommendations and develop statistical and analytical solutions
• Highly refined analytical and problem solving skills; ability to anticipate scenarios and develop solution options
• Excellent facilitation skills with the ability to facilitate large group sessions and bring people with dissenting views and opinions to a common understanding of problems and solutions
• Project management skills and awareness of current project management methodologies and practices
• Outstanding communication skills; ability to deliver information in a clear, concise, and relevant manner both in a written and oral format and make effective and persuasive presentations
• Proven skills in report writing
• Ability to exercise appropriate judgement and discretion in dealing with highly sensitive/confidential/potentially controversial information, and interact with all stakeholders professionally, tactfully and courteously 
• Demonstrated ability to make sound judgments in complex situations with no established precedents  
• Strong client experience focus and commitment to service excellence and continuous improvement 
• Highly motivated, innovative individual with demonstrated ability to deliver results on time and on budget
• Works well in a team environment
• Organized and performs tasks with minimal supervision
• Works well under pressure and tight deadlines
• Strong ethics and committed to contributing to and positively influencing a safe work environment    
• Desire and flexibility to expand their knowledge base to grow their skills in adjacent disciplines
• Energetic and positive
• Creative problem solver
• Tactful and diplomatic