ABOUT US
Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada – and the fastest growing with a population that’s expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.
WHAT WE OFFER
Consistently named one of Canada’s Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace – aligned with our vision to create strong, caring and safe communities both within and outside our walls.
- Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
- Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
- Benefits and Wellness - Employees and their loved ones have access to a comprehensive employer-paid benefits plan that includes extended health, dental and life insurance, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services.
- Inclusive and Diverse Workforce - We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.
ABOUT THE ROLE
This position is responsible for providing full range of activities to advance the organization’s continuous quality improvement. Responsible for supporting the operational effectiveness and efficiency of services including leading design and documentation of guideline and workflow processes; tracking and analyzing trends and making recommendations for operational effectiveness, efficiency and service delivery improvements. This role facilitates structured engagement and operational mapping process and analyzes results to identify opportunities for continuous improvement, including enhancements to service experience and overall performance.
WHAT YOU'LL BE DOING
- Manages and coordinates relevant projects and initiatives including consultation with stakeholders, provides advice to support project goals and objectives
- Identifies and coordinates development and implementation activities including the preparation of user requirements, analysis, design documents, and implementation coordination.
- Initiates and implements business process improvements aligned with relevant policies and guidelines; identifies inefficiencies, research best practices, and partners with stakeholders to innovate and design effective solutions, ensuring improvements enhance efficiency, consistency, experience and service delivery outcomes.
- Designs, facilitates and leads various workshops, including mapping the customer journey, with stakeholders to document and identify opportunities to innovate and improve processes, policies, guidelines, resources and tools, as required
- Recommends and assists in implementing future program and operational needs required to enhance relevant policies and guidelines and support improved service and operational outcomes.
- Leads the design, development and implementation of business processes, systems and tools including the design and development of performance metrics, processes and workflows.
- Develops, implements and reviews processes, mapping, documentation, workflows and procedures, ensuring adherence to Regional policies and procedures, and in collaboration with Regional staff; implements business process improvements through innovative solutions.
- Assists in the assessment of levels of service and key performance metrics to support data collection for business functions and objectives, including assessing performance and user impacts.
- Researches and leads business improvement initiatives considering evolving service expectations across public sector service delivery
- Conducts project/process adoption reviews with stakeholders and prepares post implementation reviews.
- Prepares briefing notes, background materials, and presentations and develops options on a wide range of workplace planning topics and initiatives, as required.
- Provides feedback, coaching and direction regarding business performance planning and programs supporting a consistent, service-focused approach to process improvement.
- Gathers, synthesizes, analyzes and reviews data and information from multiple sources including searching best practices, foster collaboration and networks with stakeholders within and outside of York Region and participation in various working groups.
- Develops and implements detailed work plans for projects and policy/program initiatives ensuring strong linkages with other internal and external stakeholders that align with operational and service delivery priorities.
WHAT WE'RE LOOKING FOR
- Successful completion of a University Degree in Business, Public Administration or Social Sciences or related field or approved equivalent combination of education and experience.
- Minimum five (5) years’ experience in facilitating, documenting, analyzing, improving and implementing policy/process/program improvements and developments.
- Relevant certificate in process management.
- Relevant experience in facilitation/training.
- Demonstrated facilitation, communication, interpersonal and presentation skills to present information to varied audiences.
- Demonstrated advanced writing skills to coordinate and compile documentation.
- Strong problem solving, decision making and analytical skills
- Intermediate skills in virtual platforms and MS Office Suite including the use of virtual platforms for conducting meetings and/or presentations.
- Excellent interpersonal skills and ability to connect with a range of internal and external stakeholders while focusing on fostering collaborative work relationships.
- Strong ability to develop relationships and work in a welcoming and inclusive environment, where diversity is celebrated and where everyone can develop to their full potential.
