Manager, Licensing, Permits & Regulatory Services

Job Summary

The Manager, Licensing, Permits, and Regulatory Services is responsible for leading a team that ensures the efficient and effective administration of business licenses, permits, and regulatory compliance activities. The team is customer-facing and plays a crucial role in providing high-quality service to members of the public, processing business licensing and permit applications, and supporting the operational needs of the municipality’s regulatory services.

Duties and Responsibilities

Leadership & Team Management

• Lead, motivate, and manage a team of 3 Supervisors and approximately 30 staff members, ensuring a high level of performance, engagement, and professional development.
• Foster a positive, collaborative, and customer-centric team culture that aligns with the department's values and the municipality's strategic priorities.
• Develop, implement, and monitor team performance metrics and KPIs to ensure the efficient processing of business licenses and permits, as well as the issuance of contraventions and orders.
• Conduct regular team meetings, performance reviews, and coaching sessions to provide guidance and ensure that staff have the tools and training to succeed.
• Promote and support a workplace culture that emphasizes diversity, equity, and inclusion.

Licensing & Permitting Operations

• Oversee the administration of business licensing and permit applications, ensuring timely and accurate processing in accordance with municipal by-laws, regulations, and industry standards.
• Ensure that all licenses and permits are issued and processed within established timelines while maintaining a high standard of customer service.
• Ensure that the team provides excellent service to applicants, addressing inquiries, guiding them through the application process, and ensuring all required documentation is submitted and verified.
• Regularly review and streamline operational processes to improve efficiency, accuracy, and service delivery.

Enforcement & Compliance

• Supervise the issuance of Notice of Contraventions and Property Standards Orders, ensuring compliance with municipal codes, property standards regulations, and applicable laws.
• Direct staff in the enforcement of by-laws and regulations, including conducting investigations and following due process in issuing notices and orders.
• Oversee the coordination of inspections, investigations, and documentation related to non-compliance, liaising with other enforcement bodies (e.g., by-law officers, legal teams) when necessary.

Charity Gaming Program Management

• Oversee the Charity Gaming Program, ensuring that charitable organizations are compliant with the program’s requirements and regulations set out by the Ontario Lottery and Gaming Corporation (OLG).
• Ensure the efficient administration of charity gaming events, including the issuance of licenses, compliance checks, and support to charitable organizations running gaming activities.

Stakeholder Engagement & Political Awareness

• Serve as the primary point of contact for business owners, applicants, and members of the public for licensing, permit inquiries, and regulatory enforcement matters.
• Address complex or escalated issues, complaints, and concerns from customers, stakeholders, or the public, ensuring prompt resolution and maintaining positive relationships.

Policy Development & Continuous Improvement

• Review, develop, and update policies, procedures, and guidelines related to business licensing, permits, and enforcement to ensure alignment with changing regulations,
• industry best practices, and municipal goals.
• Monitor legislative changes at the provincial and federal levels and assess their impact on municipal operations, ensuring that the team’s processes remain compliant.

Reporting & Data Analysis

• Ensure that comprehensive records and data are maintained regarding all licensing, permitting, and enforcement activities.
• Prepare regular reports on key performance indicators, including business licensing volumes, permit processing times, notice of contraventions, and charity gaming activities.

Skills and Qualifications

• 7+ years experience in the field of regulatory compliance
• Municipal / Government experience, law enforcement, working with other regulatory offices (police, CFIA, BIAs, etc.)
• University degree in a related field
• Experience in leading and managing teams in a highly fast-paced working environment
• Experience working with elected officials when dealing with complex and/or contentious issues, demonstrating an understanding of the political environment
• Proven track record of displaying sound judgement and tact in public forums, excellent problem solving and conflict resolution skills
• Has formed, developed and led highly effective, professional, motivated and engaged and collaborative teams
• Outstanding skills in influence and persuasion and the ability to exercise diplomacy and discretion in all relationships and interactions
• Excellent presentation skills and ability to summarize to brief the Director on potential contentious issues prepare briefing notes, information notes and report on C&E issues and deliverables.
• Oversee and prepare sections budget and work cross functionally with Finance to implement, forecast and track inputs.
• Subject Matter Expertise and ability to conduct risk analysis for deliverables that impact achievement of program commitments
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