Job Posting # 2022-09
Job Type: Non-Union Full-time 
Hour: 35 hours per week on average
Number of openings: 1 
Salary: $92,656 – $109,006 per annum
Grade: 10 
Posting Date: February 23, 2022
Closing Date: March 10, 2022 by 4:30 p.m. 

Applications are now being received for the above position at the Thornhill Community Centre and Thornhill Village branches of Markham Public Library. 

VISION FOR THE POSITION 

The Branch Manager at MPL is responsible for realizing the library’s vision for service excellence and for ensuring customers receive consistently exceptional service experiences. The Branch Manager sets the tone for service at the branches by modelling the MPL Customer Service Promise and MPL Customer Service Standards. He/she works closely with branch staff to ensure that they are able to deliver on the library’s promise of service excellence. The Branch Manager actively seeks customer feedback and works to build relationships with library users in order to recommend service improvement initiatives. He/she uses judgement effectively to enhance the customer experience. 

Branch Managers are people managers with experience coaching and supporting staff in a customer service environment. They are highly effective at motivating staff and engaging them in the library’s vision. They are adept at providing feedback that supports staff development and growth. They work with staff to identify process improvements and creating efficiencies. They build strong branch teams and create a collaborative and empowering environment for staff.  

Branch Managers assist with the implementation of the system’s strategic priorities at their branch. Managers participate in system projects, contribute to the development of new services and strategies and support the implementation of MPL’s Strategic Plan. 

DUTIES AND RESPONSIBILITIES 

People Management  

1. Provides supervision, coaching and mentoring to branch staff. Provides feedback on performance on an ongoing basis. Develops staff skills and strengths by providing opportunities for development. 

2. Responsible for performance reviews, and recommends and collaborates with appropriate Senior Managers in the implementation and administration of attendance, performance and accommoda tion management and discipline.  

3. Motivates staff to provide exceptional customer service through MPL’s customer service standards and strategies. Engages staff through opportunities to make service improvement suggestions.  

4. Maintains a consistent presence in the branch to ensure that work is performed according to the organization’s standards, policies and procedures. 

5. Ensures a high level of staff engagement by coaching and training staff, seeking their input and recognizing excellent performance.. 

6. Uses the library’s Performance and Development Discussion to provide staff with ongoing feedback and support and provide opportunities for staff to build skills and competencies. Responsible for goal setting for individual staff as well as the branch.

7. Works with the Manager, Workforce Development on staff recruitment, including interviewing and hiring new employees. Implements new employee on-boarding with the support of the Manager, Organizational Transformation. 

Branch Operations 

8. Maintains effective and efficient branch operations. Through ongoing observation and participation with staff, suggests options for incremental operational improvements to enhance the service experience for customers.  

9. Works with staff to enhance branch performance. Ensures that the branch and its staff meet the relevant metrics for customer service. 

10. Participates in management meetings. Participates in branch-focused project work to enhance services.  

11. Manages department workflow effectively and efficiently.  

Customer Service & System Priorities  

12. Builds relationships with customers, actively seeking feedback, and welcoming customers throughout the work day.  

13. Assists with service delivery in order to model effective service behaviours for staff.  

14. Implements MPL’s Customer Service Standards, including the look and feel of the branch. Clearly identifies and communicates expectations to ensure strategic outcomes are achieved.  

15. Participates in the evaluation of staff delivering programs to the public to ensure program participants receive a consistent experience.  

16. Participates in system-level projects including strategy development, new service design and implementation, process improvement and other initiatives.  

Administration Responsibilities  

17. Administers the Collective Agreements, handles grievances, and recommends discipline or discharge of employees. 

18. Maintains a safe and harassment-free workplace. Work with appropriate management personnel to address deficiencies or correct potential issues. Identifies potential workplace hazards and addresses them promptly.  

19. Responsible for branch administrative duties including payroll, leave requests, and branch maintenance. Compiles branch performance data and participates in the analysis of statistical trends and outcome measures. 

20. Maintains accurate biweekly schedules for all branch departments. Ensures that the branch achieves optimal staffing levels by scheduling staff according to the operational requirements of the branch.  

21. Works with the Branch Librarian and Borrower Services Supervisors to determine department goals and priorities. Reports regularly on progress against these goals to Senior Management and to branch staff.  

Other Responsibilities  

22. Assumes a leadership role on internal and external library or professional committees.

23. Prepares reports on Branch operations for Senior Administration and the Board.

24. Performs other related duties, as required. 

QUALIFICATIONS 

1. Master’s Degree in Library Science or equivalent from an ALA accredited faculty of Library / Information Science. 

2. Minimum of four (4) years of supervisory experience in a customer service environment. Direct people management experience is preferred.  

3. Minimum of three (3) years public library experience required.  

4. As a condition of employment, the successful candidate will be required to provide a satisfactory Vulnerable Sector Screening check. 

DEMONSTRATED SKILLS 

1. Comprehensive knowledge of public library practices and procedures and branch library services.

2. Knowledge of and commitment to the Library’s Strategic Plan. 

3. Exceptional interpersonal skills and leadership capabilities. 

4. Commitment to the delivery of quality customer service to both external and internal customers.

5. Supervisory experience and skills. 

6. Ability to coach and motivate staff. 

7. Ability to mediate and resolve conflict effectively. 

8. Ability to exercise effective and appropriate judgment and independent decision-making.

9. Excellent oral and written communications skills. 

CORE COMPETENCIES 

∙ Anticipates Customer Needs 

∙ Develops Staff 

∙ Embraces the Strategic Vision 

∙ Manages Change 

∙ Maintains a Learning Mind-set 

∙ Thinks Creatively & Innovates 

∙ Interpersonal Communication 

∙ Manages Difficult Conversations & Resolves Conflicts 

∙ Inspires Teamwork 

WORKPLACE HEALTH AND SAFETY 

The position shall: 

∙ Ensure overall policy implementation of Occupational Health & Safety Act. 

∙ Respond in writing to written recommendations of the Joint Occupational Health and Safety Committee. 

∙ Take reasonable care that the organization complies with the Ontario Occupational Health and Safety Act. 

∙ Ensure only competent persons are assigned supervisory duties.

All interested candidates are asked to submit a resume and covering letter indicating how they meet the qualifications of the position to: 

E-mail:jobposting@markham.library.on.ca 

Please quote the job posting # 2022-09 in the subject line. 

Markham Public Library has established a mandatory vaccination requirement for staff related to the COVID-19 pandemic. As a result, should you be a successful candidate for a position with the Markham Public Library, you will be required to provide proof of full vaccination upon a conditional offer of employment. Should you require accommodation in accordance with the Human Rights policy with respect to your vaccine status, you will be required to disclose that at the time of the conditional offer so that an accommodation can be developed prior to your start date. 

Markham Public Library offers accommodation for applicants with disabilities in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require a code-protected accommodation through any stage of the recruitment process, please make them known when contacted, and we will work with you to meet your needs. 

We thank all applicants for their interest, however, only those selected for an interview will be contacted.