Licensing Coordinator

Position Summary

Key Duties & Responsibilities

• Participate in the development and implementation of short- and long-range plans for the effective delivery of billing, licensing, collection, and enforcement services.
• Develop, recommend, coordinate, and implement policies, procedures, and process improvements associated with the delivery of licensing and enforcement services.
• Provide supervision for the day-to-day operations of staff involved in invoicing, collections, license issuance, and bylaw enforcement activities.
• Coordinate with internal and external stakeholders and monitor the delivery of licensing and enforcement programs, including those supporting animal licensing and related enforcement services, identifying and resolving operational issues to support effective service outcomes.
• Plan and organize daily workflows, establish priorities, and coordinate resources to ensure effective service delivery.
• Lead and participate in projects related to the licensing area.
• Respond to complex and escalated customer inquiries and concerns related to licensing, invoicing, collections, bylaw compliance, enforcement activities, and payment issues.
• Establish and maintain effective relationships with customers, contractors, community partners, and City departments.
• Coordinate with internal and external stakeholders involved in the delivery of licensing and enforcement services to support effective service outcomes.
• Monitor the delivery of contracted services related to the licensing area and communicate with service providers regarding operational matters, service concerns, and service improvements.
• Support recruitment, employee development, performance management, and training activities.
• Assist with budgeting, expenditure monitoring, and operational planning for the assigned area.
• Support labour relations activities and assist in the resolution of workplace issues within the assigned level of responsibility.
• Perform related duties as required.

Key Qualifications

• University degree in Business Administration, Criminal Justice, or another related discipline; or a two (2) year diploma in Business Administration, Bylaw Enforcement, Criminal Justice, or a related field from a recognized post-secondary institution.
• One (1) to three (3) years of related experience in a progressively responsible supervisory position.
• Three (3) to five (5) years of experience in a front-line customer service and/or enforcement environment.
• Three (3) to five (5) years of experience with computerized information management systems.
• Thorough knowledge of the principles of organization, supervision, and administration, including workflow planning, employee development, training, and performance management.
• Knowledge of computerized information management systems, preferably in a licensing and enforcement environment.
• Knowledge of statutes, regulations, and bylaws governing the business area.
• Ability to improve work processes through the effective application of technology.
• Strong leadership, coaching, communication, and organizational skills.
• Ability to motivate and lead staff, establish priorities, and coordinate operational activities.
• Ability to communicate effectively with internal and external stakeholders and build positive working relationships.
• Ability to work independently, exercise sound judgement, and make decisions in accordance with established policies and procedures.

Working/Other Conditions

• Work is primarily performed in an office environment.
• Frequent interaction with customers, business owners, stakeholders, and City staff.
• Regularly responds to complex, sensitive, and escalated customer concerns.
• Requires the ability to manage competing priorities and deadlines in a fast-paced environment.
• May be required to attend meetings or respond to operational issues outside of regular business hours as needed.