Job Summary
The Assistant Manager, Service Delivery supports the Manager, Service Delivery, in people leadership and the implementation and on-going operations of patron-centered services and programs in support of Calgary Public Library’s vision, mission, values and strategic priorities.
The Assistant Manager, Service Delivery provides leadership and direction to an assigned group of service delivery teams. Working collaboratively as part of the system-level service delivery leadership group, the incumbent is responsible for supporting day to day operations and coordination of high quality visitor experience, services, and programs of assigned Calgary Public Library locations or departments.
Responsibilities and Activities
RESPONSIBILITIES
Performance Management
Manage and assess staff performance; set appropriate performance objectives and foster professional development for direct reports and hold people accountable for achieving them, taking appropriate corrective action where necessary to ensure the achievement of team and personal objectives.
Library Operations
Manage day-to-day operations of assigned library location(s), programs and departments in accordance with the work plan to achieve operational goals. Includes being responsible for the day-to-day activities and performance of Service Delivery staff.
Organizational Capacity Building
Leverage the internal Training and Professional Development program to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.
Resolving Issues
Address patron issues and collate the most commonly raised issues in
order to create/develop response strategy.
Work Scheduling and Allocation
Develop short- or medium-term work schedules to achieve planned
commitments. Approve overtime or use additional resources as needed.
Leadership and Direction
Communicate the annual work plan; explain how this relates to the Strategic Plan and to the broader organization's mission and vision; motivate people to achieve local business goals.
Budgeting
Monitor and oversee the budget for assigned cost centre.
Partner Relationship Development/ Prospecting
Develop and implement a relationship management plan for Library partners to identify and build relationships with relevant decision-makers and influencers within the City of Calgary to enable effective two-way flow of information and resolution of issues.
Health, Safety and Environment
Follow the organization's health, safety, and environment (HSE) policies,
procedures, and mandatory instructions to identify and mitigate environmental
risks and risks to the well-being of self and others in the workplace. Identify
patterns of risky behavior within the team and take appropriate action to resolve
them, escalating serious issues as appropriate.
Qualifications
EDUCATION
Master of Library Science (MLIS) degree from an ALA-accredited library school; or proof of enrollment in an approved MLIS program.
EXPERIENCE
General Experience
- Proven experience as an effective people leader with experience in conducting coaching conversations to support the development or improvement of performance.
- Proven record of excellence of at least three years directly-related professional work experience, including experience as a Librarian, in management, or in supervisory positions
- Demonstrated high-performance and experience in customer service, strong interpersonal and relationship-building skills
- Superior communication (verbal and written), problem-solving, and decision-making skills
- Build an inclusive, thriving and dynamic work environment
- Analyze and organize information for results
- Evaluate and enhance operational performance and productivity
- Manage and leverage applicable computer technologies
- Ability to deal with people sensitively, tactfully, diplomatically, and professionally
Additional Information
Physical and Cognitive Demands
- Lifting up to 10 kg required. Physical demands associated with using a computer for long periods of time.
- Mental demands associated with simultaneous and multiple priorities, multi-tasking, and a dynamic work environment.
- Manages conflict effectively.
- Contributes in a team/collaborative environment.
