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Manager, Innovation and Continuous Improvement (PB567)

by City of London

Reference #: COL01278-4050
Position Type: Full-time
Location: London, Ontario
Date Posted: Jan 24, 2023
City of London

Job Description

Summary of Duties

Reporting to the Director, Strategy and Innovation, the Manager, Innovation and Continuous Improvement drives transformational change that will deliver meaningful results by promoting and leading the implementation of organizational capabilities, including but not limited to, continuous improvement, data literacy, project management, innovation, business analysis, policy and report writing, with the goal of  increasing the collective capacity of all leaders and employees across the Corporation of the City of London and related Agencies, Boards and Commissions.  

Work Performed

  • Lead the corporate-wide development, implementation, and management of corporate organizational capabilities by guiding the development and implementation of a framework and implementation approach, program strategy, objectives, deliverables, schedules, and comprehensive change management plans.

  • Engage with leadership teams across the Corporation to assess and prioritize current processes; identify, collect, and analyze key performance metrics and monitor progress on approved action plans and ensure repeatability and sustainability.

  • Manage and lead a high performing team while providing consultative direction, support, supervision, and direction to employees in areas of continuous improvement, data literacy, project management, innovation, business analysis, and policy and report writing.

  • Manage employees to deliver exceptional results by creating a positive work environment, regularly evaluating performance, proactively developing staff, encouraging innovative approaches, and leading by example.

  • Integrate the City of London’s Anti-Racism Anti-Oppression Framework and Equity Tool in all program deliverables, including facilitation, scoping, reporting, and decision-making.

  • Integrate a change management approach across all program deliverables and methodologies that will foster management and staff commitment at all levels of the organization.

  • Provide support and coaching in Services Areas ensuring the utilization and alignment with organizational capabilities best practices; assist in removing roadblocks.

  • Lead the ongoing development, delivery, and evaluation of related training and development programs in alignment with the organizational capabilities framework.

  • Assist with the design and delivery of the marketing and recognition programs to support organizational capabilities.

  • Lead a continuous improvement program that emphases defining standards, methodology and roles, identifying and mitigating risks to the program and defining and monitoring metrics for program success.

  • Ensure the identification of a problem-solving methodology and suite of continuous improvement tools appropriate to identified projects.

  • Work with Service Areas to identify scope of continuous improvement projects and ensure alignment with outcomes and expected results identified in Council’s Strategic Plan.

  • Engage with leadership teams across the Corporation to assess and prioritize current processes; identify, collect, and analyze key performance metrics, monitor progress on approved action plans and ensure sustainability.

  • Develop an effective internal and external network that promotes the integration of organizational capabilities and practices at all levels, and rewards and recognizes practitioners.

  • Demonstrate commitment to anti-racism, anti-oppression, and human rights through interactions with stakeholders, employees and individuals and implementation of policies, programs and protocols that reflect this commitment.

  • Demonstrate commitment and adherence to Health and Safety legislation and programs; and actively promote a culture of safety.

  • Identify and recommend internal controls in the form of policies, procedures, practices in relation to the general and specific risks of the Corporation; ensure internal controls are implemented, monitored, and reported on specific to the Division.

  • Liaise with unions on issues that affect bargaining unit employees as required.

  • Promote and foster working relationships with employees and bargaining units and ensure consistent application of the collective agreements.

  • Fairly and consistently administer provisions of various collective agreements to promote resolution of grievances.

  • Provide representation at mediation and arbitration proceedings as required.

  • Prepare reports for Council and various Committees as required.

  • Adhere to the Procurement of Goods and Services Policy; includes the responsibility of delegation of procurement initiation approval authority and delegation of approval authority for professional consulting services as per policy amounts.

  • Manage the Strategy and Innovation budget and provide input to the development of the annual operation budget for Service Innovation and Performance.

  • Regularly prepare and report on all aspects of the Strategy and Innovation program to the Senior Leadership Team, Enterprise-Wide Leadership Team, Divisional leaders and leaders in Agencies, Boards and Commissions.

  • Represent the Service Area at Standing Committees and Council meetings as required.

  • Represent the City of London and Service Area in legal proceedings as required.

  • Prepare a response to inquiries from elected officials, media and the public as requested by the Director or Deputy City Manager of the Service Area.

  • Engage with internal and external stakeholders to identify issues, seek perspectives and solutions.

  • Ensure the development and delivery of key training, coaching and audits to confirm progress while building capacity within various Service areas and Agencies, Boards and Commissions.

  • Support and participate the ongoing work with the Ontario Lean Community of Practice with neighboring Municipalities.

  • Perform additional related duties as required.


  • Completion of a University degree in business, engineering, computer science, finance or equivalent combination of education and related professional and lived community experience.

  • Five to seven years progressively responsible experience developing continuous improvement programs within complex organizations including management responsibilities.

  • Certification in process improvement methodologies, such as Green Belt or Lean Six Sigma Black Belt.

  • Formal certification in Project Management is an asset.

  • Experience working in the public sector is an asset.

Skills and abilities in the following areas are necessary:

  • Demonstrated knowledge and experience in continuous improvement with an understanding of the area’s programs and services and how the work of the area aligns with the objectives of the Division.

  • Demonstrated experience and capability to manage multiple complex projects that require strong leadership and change management skill.

  • Demonstrated ability to apply mathematical, statistical, and analytical skills in the resolution of real-world business issues.

  • Strong presentation and facilitation skills, consulting, and strategic planning skills.

  • Demonstrated analytical and business planning skills with a proven track record for effectively implementing and monitoring programs and services.

  • Demonstrated positive and proactive leadership capabilities, adept at leading a group of employees, contracted services and consultants; demonstrated commitment to developing high performance teams.

  • Demonstrated ability to inspire the people they lead through productive and honest dialogue, with personal integrity and actions.

  • Proven ability to develop and execute change management plans and multi-pronged communication plans.

  • Demonstrated ability to establish effective working relationships with key stakeholders based on trust, respect, and mutual understanding.

  • Demonstrated ability to motivate and influence others in situations requiring cooperation and consensus.

  • Demonstrated program success through quantitative and qualitative performance measures.

  • Ability to be a trusted advisor and/or advocate in sensitive and/or emotionally charged situations.

  • Demonstrated perseverance and resilience in addressing and escalating as required, challenges and emergent issues.

  • Proven commitment to the safety of employees with knowledge of the Occupational Health and Safety Act and applicable regulations as it relates to the position.

  • Creative and innovative problem-solving skills.

  • Highly developed interpersonal and customer services skills, including conflict resolution and problem solving.

  • Demonstrated ability to effectively communicate with diverse populations within the community with proven results; experience working collaboratively with organizations, clients, and other stakeholders. Political acumen to identify and manage issues.

  • Ability to understand the importance of service delivery; implement initiatives that support the section’s customers in a timely and effective way.

  • Computer literacy in Microsoft Office, and related software and database applications. 

Compensation and Other Information

$96,723 to $126,632

Our hiring process is in accordance with the  Mandatory Proof of COVID-19 Vaccination Administrative Policy


As an inclusive employer, we are committed to providing a fully accessible recruitment process. Please contact us at any time during the recruitment process and let us know what accessible supports you may need.



Application Contact Information

Company Name:   City of London
Application URL: Click here to apply online