Supervisor, Licensing, Permits, & Regulatory Services

Job Summary

Reporting to the Manager, Licensing, Permits, & Regulatory Services, the Supervisor, Licensing, Permits, & Regulatory Services is responsible for overseeing the operational delivery of business licensing, permitting, and regulatory compliance programs. This includes supervising a team responsible for processing business licenses and permits, issuance of Property Standards Orders and Notices of Contravention, and supporting the administration of the City’s Charity Gaming Program. This role provides day-to-day guidance to staff, resolves complex service issues, contributes to business process improvements, and supports the implementation of administrative and procedural enhancements.

Duties and Responsibilities

• Oversees daily processing of business licenses, permits, orders, and notices, ensuring work is completed within established timelines and with a high degree of accuracy.
• Triages and assigns incoming service requests, emails, and telephone inquiries to ensure efficient service delivery and fair case distribution.
• Contributes to updates and refinements of workflows and intake systems to streamline customer service delivery and reduce backlogs.
• Collaborates with the Manager to implement administrative improvements and support operational readiness for new or revised licensing programs
• Applies in-depth knowledge of licensing by-laws, permitting requirements, and related municipal regulations to resolve complex files and inquiries.
• Interprets applicable legislative and regulatory frameworks, such as the Municipal Act, Planning Act, and licensing by-laws.
• Provides operational support to the Charity Gaming Program through with a working knowledge of the program and governing legislation/procedures.
• Leads, motivates, and supervises a team responsible for customer service, licensing, permitting, and administrative enforcement processes.
• Promotes continuous learning and facilitates access to training on legislative changes, system upgrades, and customer service practices.
• Serves as the escalation point for high-complexity inquiries and concerns
• Builds constructive relationships with stakeholders, including business owners, community groups, and regulatory partners.
• Monitors operational compliance with policies and regulatory requirements for licensing and permitting processes

Skills and Qualifications

• Post-secondary diploma or degree in Public Administration, Law and Security, Regulatory Affairs, Business Administration, or a related field; or an equivalent combination of education and experience.
• Minimum 5–7 years of experience in municipal licensing, permitting, regulatory services, or customer-facing public administration, including at least 2 years in a supervisory or lead capacity.
• Strong working knowledge of municipal licensing and permitting legislation, including the Municipal Act, Planning Act, and business licensing by-laws.
• Experience supporting or overseeing charity gaming operations or other regulated programs governed by provincial/federal requirements.
• Proven ability to manage service escalations and respond to public inquiries with tact and professionalism.
• Excellent verbal and written communication skills, including technical writing for notices, decisions, and correspondence.
• Strong organizational skills and proficiency in case management systems, digital licensing platforms, and Microsoft Office.
• Ability to interpret regulations and make procedural decisions based on sound judgment and legislative understanding.
• A satisfactory Criminal Record Check at the appropriate level is required of the successful candidate, at their own expense, to verify the absence of a criminal record for which a pardon has not been granted.