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Manager, Credit Card Engagement & Retention
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Senior Project Manager – Quality and Performance
Posted 5 months ago
About the role
- Senior Project Manager responsible for performance measurement and quality management at the City of Hamilton. Driving strategic change to enhance performance, service delivery, and customer satisfaction.
Responsibilities
- Reporting to the Manager, Business Operations, this position serves as the Divisional consultant responsible for performance measurement, continuous improvement, quality management and operational excellence across the Building Division.
- The role drives strategic change initiatives that enhance Divisional performance, service delivery and customer satisfaction.
- This position conducts audits of moderate to high complexity and supports the development of performance management tools and processes and metrics to inform decision-making and operational improvements.
- As a senior project leader, the incumbent provides strategic direction for Divisional initiatives and ensures alignment with corporate priorities.
Requirements
- Ability to apply knowledge of business administration and project management, normally acquired by obtaining a post-secondary degree in Business Administration or Project Management or another related field.
- Candidates with equivalent combination of education and experience will be considered.
- Ability to deal effectively regarding sensitive or confidential matters with tact, discretion and diplomacy with elected officials, representatives of other levels of government, management, peers, staff and the general public.
- Ability to lead, develop and administer a divisional innovation process without detailed instruction and supervision, organize and follow through with plans and solve problems and develop suggestions through the application of innovative and creative thinking, analytical skills and sound reasoning.
- Excellent verbal and written communication and active listening skills, adapting content, style, tone, timing and medium of communication to suit the target audience’s language, cultural background, and level of understanding.
- Knowledge and understanding of performance measurement, continuous improvement processes, statistical analysis and benchmarking.
- Lean Six Sigma certification is desired.
- Experience in the municipal environment is an asset.
- Highly effective facilitation, presentation, conceptual problem-solving and education skills as required to run training sessions and to facilitate learning and focus sessions with the ability to multi-task.
- Strong planning, organizational and project implementation skills.
- Demonstrated ability to provide effective, efficient and superior customer service.
- Ability to manage complex tasks and meet tight, recurring deadlines in a fast-paced environment.
- Must be self-motivated and capable of working independently, as part of a team and cross train as required to backfill the Policy & Training Co-ordinator, and Audit & Process Analyst roles.
- Proficient in a computerized Windows based environment with a working knowledge of Microsoft Office software (Outlook, Word, Excel and PowerPoint).
- Working knowledge of the AMANDA software application would be an asset.
- THIS POSITION REQUIRES A VALID CLASS "G" DRIVER'S LICENCE AND PROOF THEREOF IS REQUIRED AFTER HIRE.
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