Deputy CEO Customer Experience

Responsibilities

Leadership

• As Deputy CEO and in the absence of the CEO, acts as senior leader of the corporation of VPL with delegated powers of authority in all areas including but not limited to labour relations, human resources, financial, emergency management, communications and VPL Board and City of Vaughan liaison.
• As leader of Customer Experience, is responsible for overseeing all aspects of service delivery to the citizens of Vaughan.

 Strategic Vision and Implementation 

• Collaborates with the CEO to identify long-term service goals and champions implementation of progressive ideas and creative solutions to achieve the strategic vision of VPL.  
• Participates in the development of the annual library business plan and formulation of strategic initiatives for the division to meet the current and future needs of a growing and culturally diverse customer base.
• Keeps abreast of trends and developments in the area of library management and recommends new and innovative approaches to enhance the performance of the Library.
• Contributes as a member of the Executive Management Team in the development, implementation and evaluations of corporate policies, services and business practices.

Continuous Improvement and Innovation 

• Manages overall performance of the division and ensures service delivery is assessed and strategically developed through operational reviews, innovation, adoption of LEAN principles, and continuous improvement.
• Establishes effective partnerships to promote collaboration and facilitate the development of cross-functional teams to ensure the effective and efficient implementation of new services and facilities.
• Optimizes technology to enhance service levels and the delivery of the customer experience.

 Interpersonal Communications, Teambuilding and Collaboration 

• Provides leadership that inspires and promotes excellence, innovation and a learning culture.
• Builds and maintains cooperative, respectful working relationships and trust through clear and effective communication.
• Promotes a collaborative environment and fosters teams to work together to solve problems and/or develop innovative approaches

Human Resource Management/Labour Management

• Assesses staffing needs and is the operational lead in the recruitment process for their assigned area, making hiring decisions as appropriate
• Develops strategic HR plans and manages assigned staff, including performance management, training and development, succession planning, grievance response, discipline, authorization of overtime and makes recommendations regarding promotion, demotion and termination, negotiations, job evaluations, Labour Management activities and administers the Collective Agreement and personnel policies.
• Provides leadership to division through change management, mentoring & coaching staff, empowerment and leadership, continuous improvement and ethical and accountable decision-making

Advocacy, Influencing and Persuading 

• Represents and advocates for VPL to the public, professional associations, community committees and task forces, and government agencies.
• Increases awareness of and support for VPL through intelligent and persuasive influencing and advocating to negotiate successful outcomes for VPL and the community.
• Fosters effective, productive relationships with stakeholders including the VPL Board, peers, City and VPL staff and Vaughan citizens.
• Responds promptly to public concerns and complaints

Finance & Facilities

• Directs and monitors the development of designated operating and capital budgets and oversees expenditures.
• Develops strategic operating budget plans to meet the short and long-range objectives.
• Provides guidance in the management of the physical plant of the libraries and VPL facilities staff.
•  Maintains effective communication with external contractors, consultants, and City of Vaughan partner.
• Contributes as service design consultant and may function as VPL project manager for designated capital projects.

Collection Management

• Advises on the development of customer driven collections in keeping with VPL’s policies and responding to the needs of the community.
• Oversees collection analysis and creation of corporate collections standards to ensure high caliber collections
• Supports Intellectual Freedom and responds to collection challenges.
• Evolves collections to include new formats and languages.

Customer Experience

• Develops and implements a comprehensive customer experience model reflective of VPL’s Mission, Vision and Values
• Defines customer service standards through the adoption of best practices in customer service
• Establishes the partnership framework and encourages mutually beneficial partnership development
• Advises on development and evaluation of innovative programs & services in response to community profiles

Other Duties

• Performs other related tasks and projects, as assigned, which are in accordance with job responsibilities or necessary departmental or corporate objectives.
• Responsible for ensuring compliance with all relevant and current laws and legislation including the
• Occupational Health and Safety Act and Regulations and the corporate Occupational Health and Safety Policy and related procedures.

Requirements

• Master of Library and Information Science from an accredited library faculty or suitable equivalent.
• Minimum of nine (9) years related public library experience in progressively responsible positions, including three (3) years in a managerial capacity.
• Experience in designing and constructing new library facilities is considered an asset.

In order to qualify for permanent employment within any department or service location with the Vaughan Public Library Board, an applicant must not be related to any member of staff of that department or service location.

Vaughan Public Libraries aspires to employ a staff that fully represents the diversity of the community we serve.  VPL is committed to equity in its policies, practices, and programs, and we support diversity in our services to the public, our staff complement and in the work environment. All qualified individuals who would contribute to the further diversification of our organization are encouraged to apply.   Vaughan Public Libraries is a proud recipient of the Angus Mowat Award of Excellence, awarded by the Ministry of Tourism, Culture and Sport for our Belonging Initiative.  This celebrated an all-encompassing movement toward diversity, equity and inclusion across the entire organization — in our corporate culture, our operations and our relationship with the community, through services, resources, programming and spaces.

Vaughan Public Libraries is committed to the principles of the Accessibility for Ontarians with Disability Act (AODA).  As such, we strive to make our recruitment, assessment, and selection process as accessible as possible and provide accommodations as required for applicants with disabilities.  If you require any accommodations at any point during the application and hiring process, please contact vpljobs@vaughan.ca. Vaughan Public Libraries is also committed to ensuring that confidentiality is maintained throughout all aspects of the recruitment cycle.