Leader, Business Experience

If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.

The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation.

Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.

As the Leader, Business Experience, you will lead a team of Business Experience Representatives (BERs) and/or Business Approval Representatives (BARs). You will manage day-to-day operations ensuring that customer service is delivered consistently and with excellence throughout the business licensing process. Primary duties include:

• Lead a team of direct reports ensuring performance development, performance management, coaching and mentoring of direct reports.
• Liaise with other business units of the Corporation and interested parties on the execution of service level agreements (i.e., ensuring fire inspection timelines are met by the Calgary Fire Department for the purpose of business licensing).
• Adopt the leadership role to ensure process and system improvement through project management.
• Set the strategic direction for the division with the Manager, Business Experience including developing individual and team goals and key performance metrics as well as outlining key initiatives to be prioritized.
• Take the leadership role in the implementation of Council-approved business license bylaw amendments by ensuring processes and system changes are in place by effective dates of the amendments.
• Develop and maintain strong working relationships with Calgary Police Service and Calgary Fire Department, external agencies (i.e., Alberta Health Services, Alberta Gaming and Liquor Commission, Alberta Motor Vehicle Industry Council) and other interested parties (i.e., Business Improvement Areas) the leader will represent and/or act on behalf of the Business Experience division.
• Attend community and business conferences and workshops to promote the services offered by Business Experience and raise awareness of key business licensing process.
• Oversee the issuance of business license invoices and renewal letters for timely and accurate collection of business licensing and other related fees.
• Responsible for the resolution of matters of escalation pertaining to the Business Experience division within the corporation and externally, including customers, partner agencies and other interested parties.

Qualifications

• A completed 2-year diploma in business administration, commerce, management, leadership or related fields with at least 5 years of relevant experience leading customer-centric teams and partner engagement OR;
• A degree in the above-mentioned fields and at least 3 years of relevant experience.
• Equivalent combinations of experience and education may be considered.
• The ability to interpret and apply relevant bylaws and regulations.
• Demonstrated problem-solving capabilities with the ability to lead a team through changes.
• Strong project management skills.
• Excellent communication and interpersonal skills along with a customer service background.

Pre-employment Requirements

• Successful applicants must provide proof of qualifications.

Workstyle

• This position may be eligible to work from home for at least part of the time as one of several flexible work options available to City employees. These arrangements depend on the operational requirements of the role, employee suitability, and are subject to change based on operational needs and corporate direction.