Job Opportunities Manager, Operational Services & Business Support
Job Opportunities Manager, Operational Services & Business Support
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Job Description
Job ID:2959
Openings:1
Jurisdiction:Out of Scope
Division:Communications Service Regina & Tourism
Department:Communications & Engagement
Branch:Service Regina
Location Name: Regina Saskatchewan CA
Type of Posting:Internal & External
Employment Type:Permanent
Annual Salary:$91060.00-$121412.00
Date Posted: June 24 2025
Closing Date: July 8 2025
Land Acknowledgement
We are proud to reside on Treaty 4 Territory and the traditional lands of the Cree Saulteaux Dakota Nakota Lakota and Mtis Nation honoring and respecting these Nations and ancestors of this territory and grateful to be here. Regina is committed to building trust and creating true partnerships with Indigenous peoples.
Equity Diversity & Inclusion
The City of Regina is an equal opportunities employer dedicated to fostering a respectful collaborative inclusive and barrier-free workplace allowing everyone to achieve their full potential. We value diversity as a key to our success and encourage all qualified candidates including Indigenous peoples people of color 2SLGBTQIAP individuals of all genders persons of disabilities and members of equity-seeking communities to apply.
The City of Regina is committed to ensure accessible and accommodating processes during the application and selection phases. If you need accommodation at any point during the recruitment process please inform our Talent teamand well collaborate with you to address your requirements.
Position Summary
Are you a natural leader with a passion for delivering exceptional customer experiences Were looking for a dynamic and organized Call Centre Manager to take the reins and inspire our team to new heights! In this role youll oversee a dedicated team of three Supervisors a talented group of Customer Service Representatives and admin support all working together to provide top-tier support. If you thrive in a fast-paced environment love coaching others to success and have a knack for streamlining processes this is your moment. Bring your management expertise strategic mindset and people-first approach to a role where your leadership truly makes a difference. Lets create outstanding servicetogether!
Key Duties & Responsibilities
- Contributes to the development of the Departmental long-term planning and broader annual plan
- Leads or assists in the development and implementation of the Branch annual operational plan
- Sets objectives service levels and performance targets
- Ensures development of policies systems and procedures
- Leads or assists in the development of the Branch budget
- Ensures timely and accurate forecasting and analysis of expenditures
- Ensures alignment with City financial management standards and practices
- Provides financial analysis and identifies opportunities for cost reductions
- Provides advice and guidance to senior City Leaders
- Meets with community representatives partners and other stakeholders
- Builds and fosters cross departmental/divisional relationships
- Leads workforce planning and provides leadership mentoring and coaching
- Conducts performance planning and manages staff development
- Provides leadership for labour relations and ensures adherence to collective agreements
- Manages scheduling time and attendance and other HR functions
- Ensures adherence to policies and proactively manages operational risks
- Leads corporate safety initiatives and promotes a safety-focused culture
- Leads customer service operations monitors performance metrics and service standards
- Implements customer service improvement initiatives and ensures interdepartmental collaboration
- Provides regular updates to leadership and manages contract administration
Key Qualifications
Significant knowledge of contact center operations cash management and secure visitor management
Knowledge of service delivery models policy development planning budgeting and HR
Knowledge of broader City operations and departmental context
Knowledge of Process Improvement methodologies
Knowledge of budget preparation and data analysis
Knowledge of change management project management contract management and records management
Ability to lead/facilitate stakeholder groups and present complex content
Strong conflict resolution and consensus-building skills
Change management skills including resolution of resistance
Liaison and communication skills with internal and external stakeholders
Ability to assess and recommend options through scenario planning
Ability to align business plans with corporate strategy
Research and analysis of programs resources policies and practices
Working/Other Conditions
The majority of the work is undertaken in City facilities.
There are no unusual physical visual auditory or concentration demands associated with this role.
Additional Requirements:
- Successful candidates may be required to provide a satisfactory criminal record check per the City of Reginas Criminal Record Check Policy.
- Proof of education is required.
- Additional assessments may be conducted to evaluate competencies skills and knowledge.
At City of Regina we offer competitive compensation health and wellness benefits and growth through educational support and in-house courses. If youre passionate about public service and making a difference apply now!
For detailed job descriptions CBAs and application tips visit our Applicant & Job Resources page.
Note: Only applications submitted via our online application system are accepted
Required Experience:
Manager
Employment Type
Full Time
