Solutions Hub Manager
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Job Location:
Prince Albert - Canada
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Department:
Job Summary
Applications are invited for the full-time term position of Solutions Hub Manager in the Corporate Services Department. This position runs from January 1 2026 to June 30 2027.
Position Overview:
The Solutions Hub Manager is responsible for ensuring reliable responsive and citizen-focused service delivery for all inquiries received by the Solutions Hub. This includes all in-person e-mail and telephone inquiries along with payment processing. This role leads the development and implementation of corporate service standards complaint resolution processes and citizen engagement protocols while fostering cross-departmental collaboration to improve efficiency responsiveness and user experience. The Solutions Hub Manager will act as the central point of contact for complex service issues oversee Solutions Hub operations enhance accountability and drive continuous improvement in customer service delivery.
Required Qualifications:
Bachelors degree in Commerce Business Administration Public Administration or a related field or an equivalent combination of education and experience.
Five (5) years experience in customer service delivery.
Policy development and implementation experience.
A minimum of five (5) years management or supervisory experience.
Demonstrated experience in budget preparation and financial management.
Major Duties & Responsibilities:
Lead long and short term planning for Solutions Hub operations ensuring alignment with corporate objectives.
Provide direction mentorship training and support to Customer Service Supervisor along with Customer Service Representatives.
Prepare and monitor the annual operating budget.
Develop and implement corporate protocols for citizen complaints and resolution timelines.
Act as the main point of contact for Senior Management in addressing escalated or multi-departmental inquiries.
Ensure timely consistent and high-quality responses to citizen issues.
Align initiatives centred around the needs and experiences of the public across departments and divisions.
Resolve escalated complaints and complex issues in areas relating to utilities property tax parking permits parking tickets etc. and implement workflow improvements as needed.
Facilitate interdepartmental communication and ensure real-time access to service request updates.
Lead service audits identify inefficiencies and streamline cross-departmental workflows. Define roles and responsibilities for Solutions Hub staff.
Establish employee accountability measures including training work plans and attendance management.
Optimize staff utilization scheduling and resource allocation to reduce overtime sick leave and call transfers.
Identify organizational and Solutions Hub employee training needs.
Design and implement training programs manuals and ongoing skill development in customer service conflict resolution and crisis handling.
Support employee professional development and succession planning.
Establish and monitor KPIs (i.e. resolution time call wait time first-call resolution and resident satisfaction).
Implement process improvements to reduce response times optimize internal workflows and improve customer satisfaction.
Conduct service audits and benchmark against industry best practices.
Track service delivery outcomes and compliance with corporate standards.
Provide regular updates and reports to senior management including service volumes performance metrics and areas for improvement.
Ensure adherence to City policies standards and accountability frameworks.
Ensure adherence to provincial acts and regulations as well as all City bylaws agreements policies and procedures.
Follow regulations acts and policies of Occupational Health & Safety.
Perform supervision evaluation and recruitment process for all Solutions Hub team members.
Key Knowledge Technical Skills & Abilities:
In-depth knowledge of customer service principles service delivery models and citizen engagement practices.
Strong understanding of municipal operations programs and policies.
Knowledge of research methods policy development processes and performance measurement frameworks.
Awareness of emerging trends and best practices in citizen service and digital service delivery.
Proven ability to analyze data identify trends and recommend improvements to service delivery.
Advanced skills in Microsoft Office Suite (Word Excel PowerPoint Outlook).
Ability to prepare clear concise and comprehensive reports and presentations.
Skilled in developing training manuals operating procedures and service protocols.
Strong organizational and time-management skills with the ability to balance multiple priorities.
Ability to lead coach and mentor employees fostering a culture of accountability and continuous
Required Experience:
Manager
Key Skills
- Organizational Management
- Presentation Skills
- Agile
- SAFe
- AWS
- Solution Architecture
- Conflict Management
- Data Management
- Scrum
- Team Management
- Pre-sales
- Management Consulting
About Company
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