Officer, Operational Excellence – Federation of Canadian Municipalities

Job Title: Officer, Operational Excellence

Location: Ottawa, ON

Job Description: The Federation of Canadian Municipalities (FCM) is the national voice of municipal governments, representing the interests of cities and communities with the federal government. Position Officer, Operational Excellence
Department FCM Programs – Green Municipal Fund (GMF)
Classification Level 4
SalaryOur salaries generally range from $66,000 – $74,000, and are based on qualifications and experience
Languages English required, French is an asset
Term Temporary Contract (October 2025)
Location Hybrid (NCR)Why GMF is the place for youAt GMF, we empower our people to create change where it has the most impact – municipalities. GMF is a $1.6 billion permanent endowment from the Government of Canada, managed at arm’s length, making it nimble and available for higher-risk, higher-impact initiatives. A further $530M investment into GMF to support the National Adaptation Strategy was announced in November 2022. Our team is committed to helping local governments switch to sustainable practices faster. GMF is the cornerstone program of the Federation of Canadian Municipalities (FCM).Our unique mix of funding, resources, and training gives municipalities the tools they need to build resiliency — and create better lives for Canadians. Through GMF, municipalities have reduced carbon emissions; built better transportation assets; constructed efficient and resilient buildings; diverted waste from landfill; made previously unusable land available for development; and improved soil and water quality.You in this roleClient Service Support (CSS)- Process and Peer Review, is a multi-disciplinary team within the Client Services, Funding and Investments (CSFI) unit that helps address the processes supporting GMF clients’ funding and lending needs. The team applies results-based decision frameworks and lean methodologies to lead continuous improvement on the client experience within the GMF funding offer to achieve operational excellence, while maintaining fund sustainability. The team is also responsible for the management of the peer review process, which is mandatory according to GMF’s funding agreements.Reporting to the CSS Manager, Process and Peer Review, the CSS Officer provides analysis and review of the Client Services, Funding and Investments processes in all phases of the funding life cycle. Central functions of this role include the identification and implementation of improvement initiatives targeting the funding and lending processes to create a more centralized, standardized and leaner processes, optimizing workflows in GMF’s customer relationship management (CRM) system, and drafting procedures for existing and new funding offers.We are looking for someone who “thinks in processes”, sees improvement potential and identifies and eliminates bottlenecks and inefficiencies. One of CSS’s end goals being to ensure a seamless experience for GMF funding recipients; the CSS officer will work on projects and processes to maintain and improve the overall Client Journey Framework.The future of work at FCM includes a commitment to being a more inclusive and anti-racist racist organization with a people centered approach. The incumbent embodies FCM’s commitment to being a healthy, diverse, inclusive, and anti-racist organization.The work at FCM includes FCM becoming an even more member-driven organization that balances the realization of its goals with a people-centered approach. The incumbent embodies to being a healthy, diverse, inclusive, and anti-racist organization. As a member of the team, the officer, works in a manner that embraces these values, the corporate culture and the passion for FCM’s mandate.What you’ll be doingIn collaboration with the CSS Manager and key internal stakeholders, identifies and implements process excellence initiatives related to the GMF funding process that drive our operations to best-in-class in customer service business operations and staff experience utilizing best practices from lean methodology and project management principles.Applies operational excellence methodologies to analyze, map and execute process improvements, including designing and mapping processes and data maps from stakeholder requirements, with a focus on enhancing automation of process tools and ensuring that business process improvements are captured and tested in the system (CRM).Utilizes digitalization, data, metrics, and various technology tools available to enhance our operations and inform decision making.Supports the funding teams to streamline and standardize workflows,evaluate data integrity, gather data (surveys, system data, Kaizens etc.), investigate, and analyze bottlenecks and inefficiencies to seek data driven solutions.Maintains up-to-date knowledge of effective and innovative lean and project management tools and approaches and FCM CRM system updates.Maintains updated Standard Operating Procedures (SOPs).Supports in identifying training requirements and training delivery including regular in-house user training on process improvements and procedural changes among others as needed.Provides updates to CSS Manager on administrative process improvements and tools that may be standardized across all funding teams of the CSFI unit, or centralized within CSS, including work on the migration of the organization’s customer relationship management system to the CloudContributes to ongoing documentation and review of process improvements in application, disbursement, lending, and contracting process with a focus on improving client service.Leads assigned activities in the CSS Kanban board for continuous improvement, including process changes and system improvements and overall automation and reports on progress.Supports in the development of material and content for CSS events and presentations as needed, where the work of the team is shared amongst GMF and FCM staff.Your skills make us betterYou bring:Education:

• University degree in business administration, Finance, Economics, Computer Science/Information Technology, or a related discipline

Experience:

• Minimum of 5 years of professional experience in operational excellence and process improvement

Knowledge:Project management experience, with PMP or lean designation is an assetStrong knowledge of continuous improvement methodologies (Lean, problem solving, Six Sigma)Experience using knowledge sharing tools and platforms (e.g., Learning Management System, Client Relationship Management Database e.g. CRM365, data visualization software e.g. Power BI).Excellent analytical and problem-solving skills, with the ability to think critically and objectivelyAchiever who comes up with solutions to make things happen and who can transform planning into action and deliver.Competencies:Excellent written and oral communication skillsStrong virtual and in-person group facilitation and coordinationStrong client service skillsExcellent organizational and time management skills, including demonstrated flexibility to meet changing priorities in a fast-paced environment and follow through on action planDetail oriented and strong analytical skillsDemonstrated ability to work effectively both independently and as part of a multi-disciplinary teamThe ability to work in both official languages is a strong assetWhy working here rocksWe prioritize work-life balance with our flexible model:

• When we say flexible work model, we mean that in collaboration with your manager and based on what your team needs, you have the flexibility to determine when you work so that you can enjoy a healthy balance between work and personal demands.
• While you do need to live in Canada for this role, you can primarily work from home. Travel may be required to Head Office in Ottawa periodically. The majority of the GMF team operates from the National Capital Region.
• We do like to visit the areas we are impacting and it allows us to see unique and wonderful parts of our country. You may find yourself traveling nationally 10-15% of the time.

We don’t just talk about employee wellness, we live it:

• Summer hours between July 1 and Labour Day:

• 7-hour workdays rather than 7.5
• Every Friday off in the summer
• Flexible work arrangements to support productivity and well-being
• Commitment to employee development
• Competitive range of employee benefits and services
• Office facilities located in the Byward Market and Ottawa’s downtown core

We’re committed to fostering an organizational culture that embraces equity, diversity, inclusion and belonging, where individuals from diverse racial and ethnic identities, nationalities, social economic status, sexual orientation, gender identity/expression and physical and mental abilities can thrive and be fully engaged at their best level.We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process.How to applyIf this role speaks to you and the impact you want to make, we’d love to hear from you! Apply today.The deadline to apply is January 6th, 2025.The future of work here includes a hybrid work model; therefore, this role will be a combination of virtual and on-site work.For additional information on this posting, or for further information on FCM, access our website at . Learn more about the Green Municipal Fund at

Company Name: Federation of Canadian Municipalities

Salary: $66000 per year

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