Coordinator, Administration & Pet Licensing

As a Coordinator, Administration & Pet Licencing, you will provide direct supervision, strategic direction and leadership to the front facing Customer Service Representatives (CSRs) and the Business Liaison team in Community Standards. Primary duties include:

• Oversee daily business operations and provide direct supervision to the administrative area by setting priorities, establishing workflow, and assignments, allocating and delegating work.
• Manage recruitment, selection, hiring, orientation and onboarding, coaching, succession planning, performance management and disciplinary action.
• Facilitate training for all new staff members and provide ongoing training with a focus on health and safety.
• Identify and set annual goals and objectives, provide coaching and guidance to ensure that performance assessment goals are met.
• Assess appropriate staffing requirements and determine long term workforce planning needs. Develop succession planning and career development to meet future growth.
• Resolve complex issues related to staff schedules, attendance management, payroll, holidays, sickness, and accident claims. Liaise with Pay & Client Services and HR partners.
• Create and manage operating procedures for the Administrative & Pet Licensing team.
• Monitor to ensure accurate entry of employee's time and provide payroll approval.
• Assist in resolving complex customer inquiries by providing guidance and direction to staff.
• Ensure that all work complies with set policies and Bylaws and ensure adherence to timelines set in Service Level Agreements that govern the work.
• Participate in budget and planning activities, manage all contractual operational budgets and oversee cash control procedures and auditing of daily revenues, including reconciliation and Payment Card Industry (PCI) compliance.
• Ensure 311 service request inquiries from citizens regarding animal licensing, adoption, lost and found animals, Livestock Emotional Support Animals (LESA), Urban Livestock permits and licensing, No Cost Spay/Neuter Program, Snow and Ice, Grass and Weeds, and Graffiti are handled within the Service Level Agreement timelines.
• Guide CSRs in relation to the Safekeep program involving citizens who have their pets at Animal Services due to fire, medical emergency, police arrest, and those who are in vulnerable situations.

• A completed certificate or diploma equivalent to 2-3 years of full-time study in Business, Administration, or related field and at least 5 years of supervisory experience and customer service experience, OR;
• A degree in Business, Administration, or related field and at least 3 years of supervisory experience and customer service experience.
• At least 3 years of recent experience in an animal related field, which can include shelters, veterinary clinics, or animal rescue groups is required.
• Eligibility to be appointed as a Commissioner of Oath is required.
• An accounting course from an accredited college or university will be considered an asset.
• The ability to lead and direct a functional team by fostering a collaborative culture, build strong working relationships with staff, communicate effectively, team build, and strive for service excellence.