Manager, Client Service Support

Federation of Canadian Municipalities - Ottawa, ON (il y a 30+ jours)

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The client and funding services support team serves as the centralized point for the functions that address the clients’ funding needs. Reporting to the Director of the GMF Client and Funding Services (CFS) team, the Manager, Client Service Support, is responsible for leading all aspects of the services provided by the CFS support team in order to enable the team to improve the client experience with the GMF funding offer. Additionally, the manager will work with the team to refine and present information essential to driving results-based decision-making towards improved client service delivery and maintaining fund sustainability.

Key responsibilities
Ensures that relevant client service indicators are developed and regularly tracked to properly address clients’ needs.
Participates in research by GMF such as customer surveys and GMF funding criteria reviews to ensure a clear understanding of needs and constraints of clients, and balances customer needs with the requirements of the GMF Funding Agreement, as necessary.
Directly oversees and reviews the GMF Credit Analyst’s work by ensuring that all loan transactions (low, medium and high risk), are appropriately analyzed, structured, mitigated, negotiated and priced reflecting the risk profile, and GMF’s risk tolerance at any point in time.
Oversees activities related to Peer Review Coordinator function, such as recruitment, process improvement, review of orientation guide, training, renewal of contracts, budget and year-end accrual reports.
Serves as the main point of contact for special initiatives involving CFS.
Reviews recommendations on funding process improvements with a focus on improving client service delivery through supporting the Data Coordinator in review and interpretation of data in monthly reports that will aid in program monitoring and operational decision-making.
Hires, trains and manages the team associated with the mandate to build and maintain a productive team with complementary strengths, including:
Providing regular feedback to team members, acknowledge success and the need for growth.
Managing departmental Professional Development needs and support opportunities for continuous learning.
Ensuring that information and knowledge is shared freely among all levels of staff.
Liaises with sponsors, applicants/borrowers as part of the negotiating process.
Reports to FCM’s Risk Committee on the technical merits of complex projects, risks and on other results of credit analysis for some projects lead by non-municipal applicants or other high-risk files.
Works with other CFS managers to ensure that funding requirements are well integrated in the overall programs (finance, sector development, outreach, governance, capacity building, and risk management) to ensure a smooth, simple and effective overall process as well as projects of joint responsibility.
Provides advice and support to the Director - Funding Services, and the Managing Director, GMF related to the client service indicators which will drive optimization of processes and meeting clients’ needs.
Prepares briefing material to GMF management and to GMF Council to report on progress towards objectives and to recommend client and funding service process changes.
Participates in the negotiation of complex agreements, reviews relevant final contract documentation.
Contributes to the development and management of annual business and strategic plan including the GMF Annual Statement of Plans and Objectives and the Strategic Plan.
Ensures compliance with Risk Management Unit policies, and supports the CFS team’s efforts in making recommendations to the Risk Committee regarding strategic issues on loans.
Knowledge, experience and skills
A Master’s degree in Business Administration, Finance or a related discipline or a Bachelor’s Degree in Business Administration, Finance or significant experience in a similar role.
Excellent client service orientation, strong interpersonal, negotiation and conflict resolution skills.
Technical expertise and experience (minimum four years) with data modelling and analytics (e.g. Power BI, Oracle or other business analytics tool).
Extensive working knowledge of financial analysis, due diligence, credit risk mitigation, lending principles/practices and loan documentation for various kinds of loans including project finance and asset-backed or real estate lending.
A minimum of 7 years of progressive professional experience in funding programs, including business planning, financial and human resources management, with a minimum of two years in a staff management role.
The ability to lead, mentor and coach a highly collaborative, dynamic team in an outcomes-focused, client service environment is required.
Strong people leadership skills (influencing, coaching, challenging, motivating) and ability to delegate, monitor and follow-up on projects.
Strong knowledge and experience in complex project or file management, including the financial and legal aspects of contract negotiation, with a proven track record of structuring and negotiating complex deals.
Strong knowledge in the areas of program management and evaluation with a focus on sustainable municipal development or environmental issues at municipal level.
Detailed knowledge of sustainability principles, engineering project management tools and project risk management.
Strong verbal and written communication skills including group presentations.
The ability to work in both official languages (English and French) is required.