Job description
About the City of Hamilton
Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometres of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason
JOB POSTING
JOB ID #: 19887
Superintendent Service Delivery
Public Works
Transit
2200 Upper James St.
NUMBER OF VACANCIES: 2 Full-Time Regular
UNION/NON-UNION: Non Union Mgmt Professional
HOURS Of WORK: 35.00 per week
SALARY/HOUR: $50.654 - $59.242 per hour
- Note: See appropriate Collective Agreement or the Non Union Salary Range for details.
STATUS/LENGTH: Permanent
Job Description ID #: A13795
Vaccine Verification – As a condition of employment you are required to provide proof that you are fully vaccinated or provide proof of valid exemption satisfactory to the employer prior to your start date. You must acknowledge and agree to comply with any future vaccine policy requirements as an ongoing condition of employment at the City of Hamilton.
SUMMARY OF DUTIES
Reporting to the Manager of Transit Operations, provides creative leadership to staff in a multi-functional workforce engaged in delivery of services to the public and internal clients. Promotes a service-oriented culture and focus within the Section. Promotes teamwork and integration within Transit, and with other parties participating in cross-functional and cross-program initiatives.
Accountable to evaluate and report on the Section’s service; financial, administrative and staff performance against internal and external benchmarks. Designs and implements strategies to improve effectiveness and efficiency. Sets above average standards and leads by example.
Supports a 24/7 operation.
RESPONSIBILITIES
You will assume accountability and responsibility for Operations programs to ensure service quality, cost effective and timely service delivery and legislative compliance. Monitors the progress of major program initiatives.
The Superintendent of Service Delivery is accountable to the Manager of Operations for ensuring that Operations are consistent with the City of Hamilton mission and vision.
GENERAL DUTIES (INCLUDING, BUT NOT LIMITED TO)
Makes recommendations and provides input on operational matters to enhance the customer experience, promote employee engagement and facilitate efficient operations and excellence in service delivery.
Supports the Collective Agreement and fosters positive labor relations
Responsible for hiring, training, disciplining and performance evaluation of Inspector Section staff.
Performance management of reporting employees, absenteeism, disciplinary, performance appraisals (PAD’s).
Responsible for the daily service delivery and the reporting of performance KPI’s.
Supports on street incident resolution and action by providing direction to the on-street Inspector staff.
Supports control room & dispatch functions and provide direction to the in-office Inspector staff.
Supports on street customer support by providing direction to the on-street Inspector staff.
Attend serious incident scenes, or events of prominence in the City, to represent the City and supervise by providing direction and support to onsite staff. Assumes role of incident commander in the event of critical emergency which impacts service, directly or indirectly, if seriousness of situation requires it.
Participates and promotes customer engagement on street.
Maintains on-road assets related to Operations, supervisory vehicles, supplies, laptops, tablets, radios.
Monitors and actions employee performance, including providing coaching, counselling, retraining recommendations, positive reinforcement, customer commendations for the Inspector group, and supports the Superintendent, Operations Administration by providing input and feedback on Operations staff on-road.
Ensures that employees are provided with and use the appropriate equipment, material and/or procedures required to perform the assigned duties.
Ensures that all employees perform work in accordance with applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures.
Ensures that appropriate action is recommended for those employees who do not work in compliance with legislation, policies and procedures.
Promotes teamwork and integration within Transit, with other Divisions, Departments and other parties participating in cross-functional and cross-program initiatives.
Develops and empowers staff through delegation of responsibilities and accountabilities through regular feedback, and by providing development opportunities and technical direction.
Monitors the operations and projects within the Section to ensure safety, service quality, cost effective and timely delivery of services, and appropriate legislative compliance. Establish quality assurance and continuous improvement programs.
Responsible for promotion and application of occupational health and safety for the Section in accordance with Municipal and Provincial procedures, guidelines and regulations.
Performs other duties as assigned which are directly related to the responsibilities of the position.
QUALIFICATIONS
- Knowledge of business administration theories/practices usually acquired by completing a community college diploma or university degree in Business Administration or related program and relevant progressive work experience.
- Demonstrated considerable Transit management experience with a strong track record of managing employee relations coupled with demonstrated management training/education.
- Possess considerable experience in route management including schedule adherence with the ability to identify emerging issues while ensuring effective and timely delivery of services.
- Demonstrated ability and experience in managing a large staff in a unionized, results oriented environment.
- Previous experience with quality assurance, continuous improvement and change management programs.
- Highly effective leadership, facilitation, presentation, interpersonal and organizational skills. Strong verbal and written communication skills. Excellent presentation, analytical, organizational, report writing, and interpersonal skills to communicate effectively with all levels of City staff, external consultants and suppliers.
- Experienced in designing and delivering customer focused programs and services.
- Possesses a high level of personal integrity and is an excellent communicator.
- Possesses a demonstrated record of strong leadership and guidance, customer focus, innovation/creativity, team advocacy, staff delegation, empowerment and staff development and be results oriented
- Ability to deal effectively and tactfully with elected officials, representatives of other levels of government, management, peers, staff and the general public. Previous experience working in a highly legislated environment.
- Demonstrated knowledge of the Health and Safety Act and applicable regulations as it relates to the position.
- Working knowledge of computer software applications, Microsoft Outlook, Word, Excel, Powerpoint, CAD and AVL Systems is required.
- Must possess a valid class “G” Ontario Driver’s Licence and a point-free driving record and/or a record found to be satisfactory to the City of Hamilton. Must be able to obtain or already possess a class “CZ” license.
NOTE 1:
The incumbent(s) must be available for shift work as this position supports a 24/7, 7 days per week operation requiring flexibility and availability for rotating shifts including days, afternoons, nights and weekends.
THE INCUMBENT SHALL COMPLY WITH ALL HEALTH AND SAFETY POLICIES AND PRACTICES FOR THIS POSITION AND THE WORKPLACE
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Disclaimer:
Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.
Terms:
The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.
We invite you to visit the departmental webpage to obtain further information on the culture and business of this department.
The incumbent shall comply with all Health and Safety Policies and Practices for this position and the workplace.
It is the responsibility of the applicants to ensure that their application reaches Human Resources by the closing date or they may not be considered. It is also the responsibility of applicants to supply qualifications, licences and related experience relevant to the qualifications outlined above for this competition as directed. On the basis of the criteria set out above, this posting is open to all applicants
The statements made by me are true, complete and correct to the best of my knowledge. I understand that any falsification of statements, misrepresentations, deliberate omission or concealment of information may be considered just cause for discipline, up to and including termination for internal applicants and disqualification for external applicants.
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