Position Purpose:

Reporting to the Senior Manager, Parking and Sustainable Transportation , the incumbent is responsible for managing the overall customer service desk while overseeing customer services policies and procedures, financial transactions including expenses and revenue, marketing strategies, and special events within the Parking and Sustainable Transportation Division.

In this role, your responsibilities will include:

• Parking: Develops and implements strategies to advance parking operations and sustainable transportation with a strong focus on customer experience, technology integration, and accessibility. Oversees the parking management system and financial web platforms, ensuring system reliability, user support, and continuous improvement. Manages permit sales, renewals, and daily parking access to ensure fair space allocation and a seamless user experience. Serves as liaison with the City on parking infraction appeals and coordinates internal exceptions. Leads event planning and oversees parking procedures, permit inventory, and documentation accuracy. Champions a customer-first approach by identifying and eliminating friction points across all service channels. Proactively addresses accessibility needs to ensure inclusive and equitable access to parking services for all users. Leverages modern technologies, including real-time data platforms, mobile applications, automation tools to enhance service delivery, streamline internal processes, and support proactive data-driven decision-making. Continuously evaluates emerging digital solutions and integrates innovations that improve efficiency, transparency, and user satisfaction.

• Financial Management: Oversees daily revenue deposits and bi-monthly payroll deductions for parking permits. Reviews and reconciles journal entries and external invoices to ensure financial accuracy and accountability. Responsible for ensuring that all financial transactions within the unit comply with applicable accounting standards, university policies, and Payment Card Industry Data Security Standards (PCI DSS) related to the handling of payment card information. Plans, negotiates, and manages parking arrangements for special events and projects, while also identifying and pursuing new revenue opportunities through external contracts and partnerships with neighbourhood merchants. Participates actively in the negotiation of agreements with external vendors and reviews annual pricing strategies to ensure alignment with market conditions. Develops plans to support long-term parking management, collects financial data to support reporting and contributes to the preparation of annual budgets, quarterly assessments, and performance forecasts.

• Human Resources: Recruits, hires, supervises, and evaluates the performance of direct reports, ensuring staff are equipped with the training and tools necessary for success. Provides leadership, coaching, and day-to-day management of students, fostering a supportive and accountable work environment. Sets strategic priorities and oversees the delivery of high-quality customer service, ensuring smooth and efficient operations. Develops annual plans for the customer service team and regularly monitors progress toward goals, adapting strategies in response to procedural or organizational changes. Applies human resources policies and practices in alignment with institutional regulations to support team performance and development.

• Marketing and Communications: Leads initiatives to define, promote, and maintain a consistent unit brand across all parking customer service and communication tools. Assists in updating signage, printed materials, and digital content to ensure they are clear, user-friendly, and aligned with the University’s standards. Maintains the parking website, ensuring content is accurate, accessible and aligned with the unit's messaging and service standards. Contributes to the ongoing improvement of overall customer experience across digital and in-person platforms.

• Records management: Implement an effective filing and records management system to preserve confidentiality of the records and ensure that complete and accurate documentation is available for future reference or audit purposes.

• Physical and material resources: Support the ongoing activities and processes related to the management of physical and material resources within the unit to promote effective use of space and ensure availability of equipment needed for day-to-day operations. Review and approves procurement requests for goods and services, seek estimates and negotiate pricing as required, and liaise with Procurement Services to support compliance with supplier agreements

What you will bring:

• Sound knowledge of administration, accounting, financial and human resources principles normally acquired through an undergraduate degree in Commerce or related discipline, or an equivalent combination of education and experience.

• Minimum 5 years of demonstrated experience in a similar role.

• Knowledge of budgeting methods and ability to prepare comprehensive business plans.

• Knowledge and experience in organizational and operations management.

• Excellent analytical skills, verbal and written communication skills and marketing skills.

• Experience as web information provider.

• Experience in supervision.

• Experience working in a unionized environment would be an asset

• Excellent leadership, planning, team building and decision-making skills.

• Excellent problem-solving and conflict resolution skills.

• Excellence in customer service, interpersonal skills, tact, diplomacy, integrity and professionalism in dealing with a multi-cultural and pluralistic community.

• Ability to exert sound judgment, to work autonomously, to multitask and to meet strict deadlines.

• Advanced knowledge of computer systems management and applications.

• Bilingualism - French and English (spoken and written).

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