Client & Business Services Supervisor

(Posting #2022.201)

Department: Community Services

Division: Cultural Services

Location: Georgina Ice Palace

Status: Permanent, Full Time

Number of Positions: 1

Salary: $74,256 to $87,378

Date Posted: November 28, 2022

Date Closing: December 12, 2022

Come work with us!

Employment with the Town of Georgina offers an opportunity to make a positive difference in our community. We are a progressive, forward-thinking organization focused on continuous improvement, innovation and providing exceptional customer service. We offer a collaborative team environment and an excellent place to take charge of your career.

Position Purpose

Responsible for the supervision, coordination and delivery of Client & Business Services related to the Community Services Department.

Minimum Qualifications

For full details, please see attached job description.

How to apply

Qualified applicants are invited to submit a resume and cover letter, identifying the Job Title and Job ID#. Please apply by visiting the www.georgina.ca/careers no later than 11:59 pm on the closing date. The assessment process may include a practical test and/or interview.

Please note that the Town requires that all newly hired employees be fully vaccinated against COVID-19 as a condition of employment and provide proof of full vaccination, or provide proof of a bona fide human rights based or medical exemption on a form issued from and approved by the Town.

Committed to diversity and a barrier-free environment

The Town of Georgina is an equal opportunity employer and we will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please advise the Human Resources Office to ensure your accessibility needs are accommodated.

We thank all candidates for their interest, however only those being considered will be contacted.

Personal information collected will be used in accordance with the Municipal Freedom of Information and Protection of Privacy Act for the purpose of candidate selection. Further information concerning the collection of personal information should be directed to the Human Resources Manager, Town of Georgina, 26557 Civic Centre Road, Keswick, ON L4P 3G1 (905) 476-4301

JOB DESCRIPTION

Title: Client & Business Services Supervisor

Department: Community Services – Cultural Services

Reports to: Jodi Pridham

Direct reports: Client & Business Services Coordinator

Position Summary:

Responsible for the supervision, coordination and delivery of Client & Business Services related to the Community Services Department.

Responsibilities:

• Co-ordinates and delivers services provided by the Client & Business Services Division.
• Provides supervision to staff, including performance review and planning, training and development formulation, problem solving/dispute resolution, discipline, safety, and makes recommendations on hiring/ promotion/ transfer/succession planning and termination decisions.
• Ensures adherence to Town HR policies and employment and Health and Safety related legislation; keeping abreast of emerging legislation relevant to the Town’s business.
• Manages the day-to-day scheduling, organization, co-ordination and monitoring associated with the work of staff.
• Provides regular and constructive feedback to staff on performance; recognizes achievements and provides individualized support.
• Manages, motivates and mentors staff cultivating innovation, creativity and build a highly effective team while delivering high standards of work quality and organizational performance.
• Collaborates with Service Georgina leads regularly to ensure seamless client services.
• Facilitates the development and achievement of business and personal objectives which includes individual development action plans designed for the continued growth and sophistication of the team.
• Ensures all ACTIVENET user staff are aware of and up to date on changes and upgrades in booked facilities.
• Trains all ACTIVENET user staff on revisions, new regulations, new policies and requirements.
• Ensures policies are kept up to date and that all staff are aware of and up to date on software upgrades, changes, re-occurring errors and new technology.
• Develops, recommends, implements as authorized and monitors divisional policies, procedures and standards of practice.
• Works closely and professionally with Information Technology and Accounting Division to ensure reconciling is accurate and to resolve issues.
• Administers all aspects of ACTIVENET software, online registration and facility availability including system administration, capital requirements, implementations, support, troubleshooting and training of all components of the ACTIVENET software system. Liaises with ACTIVENET support to troubleshoot all support requirements.
• Monitors and cleans ACTIVENET data base regularly and performs regular auditing to ensure that front line and programmers utilize software efficiently and effectively.
• Effectively completes daily and weekly tasks as well as monthly, quarterly and year end maintenance to ACTIVENET.
• Oversees accounts receivable relating to facility booking and program registration.
• Oversees facility booking rental deposit returns and issues solutions; analyzes Facilities Division feedback and implements remedial penalties to rental deposit returns when applicable.
• Administers and oversees facility user insurance premium program to ensure all Town requirements are met and coordinates monthly reporting and payment; makes recommendations regarding risk management where applicable.
• Oversees the collection of revenue and cash handling procedures at Recreation & Parks POS locations including registration, membership, drop in fees, Town sponsored events, advertising fees and lease payments.
• Prepares detailed invoicing information for major facility users.
• Prepares operating budget submissions, including revenue generating projections in keeping with annual budget revenue targets and consistent with fees and charges and includes evaluation and recommendations to the Fees By-Law. Monitors approved budgets and reports on variances for facility bookings and recreation administration. Proposes new strategies, creative revenue generation and long-term initiatives relative to facility bookings and administration.
• Monitors facility services trend analysis and provides recommendations to the Manager that identify effective and efficient systems for scheduling facilities, sports fields and parks.
• Coordinates and provides annual statistical information for legislated government reporting of performance measures.
• Prepares monthly SOCAN/RESOUND reporting along with payment on SOCAN/RESOUND licensed facilities.
• Identifies the requirement for new processes and provides research, recommendations, RFP if applicable and implements solutions in an automated or manual environment.
• Liaises with Facilities Division to co-ordinate major capital projects with minimal impact to users.
• Liaises and meets on a regular basis with all sports leagues; coordinates scheduling, bookings and enforces policies where required with the sports leagues.
• Liaises with Parks & Facilities Divisions regarding schedules, major events, maintenance, complaints and upgrade requests from arena, parks and sport field users.
• Communicates with community organizations and advisory committees by collaborating and coordinating on a proactive basis on issues of rental costs, scheduling and facilitating rentals by developing communications including implementing information programs, public meetings and other consultation processes, in accordance with corporate policies. Responds to and resolves inquiries on policy service level and operational matters when possible.
• Responds to a wide range of inquiries, verbally or in writing, and/or resolves complaints from the general public, community groups, organizations and users referred to management level with positive, timely and proactive decisions and actions taken.
• Liaises with the York Region District and the York Region Separate School Boards for the booking of sports fields, arenas etc.
• Communicates and negotiates with parties in partnership agreements with the Town where applicable (i.e, Sutton Kinsmen, Sutton Agricultural Society, Pefferlaw Lions etc.)
• Liaises with Sutton Multi Use stakeholders to effectively coordinate, schedule and enforce policies for scheduling within the complex while using the YRDSB fee structure. Regular reporting to stakeholders on revenue and issues.
• Participates as Member of the Central Ontario Facility Coordinators Association and attends quarterly meetings with municipalities to compare and network.
• Acts as a resource person for various agencies and organizations.
• Oversees the coordination of facility and administration related information for brochure submissions to include dates, times and facility set–up confirmation.
• Coordinates all major event bookings and the requirements of the Town pertaining to the events. (i.e. Music Festivals, Sporting Events, Home Show etc.)
• Oversees regular/re-occurring bookings.
• Participates/assists with Town events as required.
• Stays up to date on all applicable government regulations and legislated requirements, including the Occupational Health & Safety Act and any other relevant legislation that may apply.
• Ensures compliance of the Occupational Health and Safety Act and other applicable legislation
  • Enforces the Town’s Health and Safety Program, procedures and best practices.
  • Implements, conducts, and ensures due diligence of all health and safety matters including but not limited to training, risk assessments, workplace inspections, investigations, procedures and correcting hazards.

The foregoing is intended to outline the general description of the duties and responsibilities for this position. It is not intended nor should it be interpreted as a complete description. The Town of Georgina reserves the right to amend this position description at any time provided that such change does not represent a substantive change in the purpose or essential nature of the position.

The foregoing is intended to outline the general description of the duties and responsibilities for this position. It is not intended nor should it be interpreted as a complete description. The Town of Georgina reserves the right to amend this position description at any time provided that such change does not represent a substantive change in the purpose or essential nature of the position.

Minimum Qualifications:

Education and Training:

• Two (2) year college diploma in Recreation & Leisure Services, Office Administration or related discipline from an accredited College;
• Additional training/courses in Database Management/ Administration.

Experience:

• Two (2) years’ experience in a municipal recreation environment;
• One (1) year supervisory experience;
• Previous experience in database management/administration/user-support, preferably with ACTIVENET;
• One (1) year on the job for the period of adjustment, orientation, and adaptation.
• Or Equivalent, acceptable and relevant combination of education and experience

Knowledge:

• Working knowledge of cash handling procedures.

Competencies:

• Proficient computer skills and ability to utilize various programs, including Microsoft Windows, Word and Excel, recreation software and municipal financial systems;
• Strong verbal and written communication skills and ability to deal effectively with the public, organizations, agencies and user groups and to provide technical support/training to ACTIVENET users;
• Ability to prioritize work and to work under pressure to meet deadlines;
• Valid Class 'G' Driver's license and reliable vehicle to use on corporate business;
• Driver’s Abstract in good standing required to operate Corporation vehicles;
• Flexibility to work evenings and/or weekends as required.

Physical Demands and Working Conditions

• Normal office conditions;
• Occasional requirement to travel to various sites.