Job ID #31995: Transportation Business Services Coordinator

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #31995: Transportation Business Services Coordinator
• Union: Non-Union
• Job Description ID #: 7456
• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on June 3, 2026.
• Vacancy type: This posting is for an existing vacancy
• Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.
  

SUMMARY OF DUTIES

Reporting to the Manager of Business Initiatives, the Business Services Co-ordinator is an integral part of the Customer Service & Administration team. 

The Coordinator is accountable for achieving departmental goals and objectives through the effective and efficient use of financial and staff resources. The role uses a "best practices" approach to deliver quality customer service and administrative support in a timely and cost-effective manner. The Coordinator provides oversight of the divisional customer service function and is responsible for the integrity of administrative workflows, financial tracking, and business system data. This position also recommends and implements continuous improvement strategies, evaluates staff and program performance against internal and external benchmarks and ensures compliance with corporate customer service standards.

The Coordinator demonstrates leadership, innovation, and empowerment while fostering a culture of professionalism, collaboration, and results-oriented service delivery.

GENERAL DUTIES

Supervises staff providing customer service and administrative support for the Transportation Division, including hiring, training, scheduling, performance management, and discipline.

Develops and maintains standard operating procedures (SOPs), work instructions, and documentation protocols to support customer service and administrative activities across the section.

Oversees administrative and financial functions of the Customer Service & Administration Section, including expenditure tracking, financial analysis, data integrity within the Maintenance Management System (e.g., EAM/Hansen), and day-to-day support for operational programs.

Develops, implements, and monitors customer service standards and response protocols to ensure compliance with corporate service expectations for inquiries, complaints, and service requests.

Liaises with the Customer Contact Centre (CCC) to ensure accurate case routing, escalation handling, and the maintenance of resident-facing knowledge articles and service request categories.

Conducts regular audits and compliance checks to identify process or financial discrepancies and implements corrective actions to mitigate impacts to service delivery.

Provides strategic advice on business process improvements and system enhancements in collaboration with internal partners.

Participates in business process reviews and divisional initiatives focused on continuous improvement and performance monitoring.

Leads and supports special projects related to finance, data management, system implementation, or customer service transformation.

Communicates effectively with senior leadership, internal stakeholders, contractors, Councillors, BIAs, and external clients with professionalism and confidentiality.

Makes recommendations for improvements to processes, including efficiency improvements, modification/elimination/development of tools, and the introduction and use of technology.

Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.

Performs other duties as assigned which are directly related to the responsibilities of the position.

QUALIFICATIONS

1. Proven experience and knowledge in business administration, normally acquired by obtaining a College Diploma in Business Administration, Business Accounting or a relevant discipline with related supervisory experience or a combination of equivalent education and relevant work experience.
2. Demonstrated progressive supervisory experience in an administrative or similar operations environment. Must possess and demonstrate key supervisory attributes contributing to a strong corporate culture including effective leadership, coaching, team building, continuous improvement, interpersonal, communication, confidentiality, organizational, project management, conflict resolution and time management skills as well as a commitment to promote and support team accomplishments within the Division.
3. Demonstrated experience working in a multi-functional, fast paced customer service environment.
4. Thorough understanding of collective agreements, grievance procedures, mediation, attendance support and management, maintenance management and dispute resolution.
5. Ability to effectively, tactfully and professionally communicate and interact with senior leadership, internal staff, external partners, contractors, Councillors, and BIAs, while maintaining confidentiality and professionalism.
6. Demonstrated commitment to continuous learning to ensure knowledge of applicable legislation, industry issues, technologies and best practices.
7. Ability to prepare and support business cases, analyze performance data, and lead continuous improvement initiatives related to customer service and administration.
8. Proven experience and knowledge in the use and operation of EAM or equivalent maintenance management software. Demonstrated ability to analyze, interpret, report, forecast and monitor service levels, program delivery and financial information. Experience in evaluating, developing and adjusting programs and services against operational standards and budgetary allocations.
9. Thorough knowledge and understanding of corporate policies affecting the department/division/section.
10. Excellent knowledge of computer-based applications in an MS Windows environment including (Word, Excel, PowerPoint and Outlook) with preference given to those with competence with GIS and EAM Software.
11. Experience and the ability to organize, deliver and prioritize multiple tasks/assignments in order to meet deadlines, and control/monitor financial requirements of the Section.
12. Demonstrated knowledge of Health and Safety Act and applicable regulations as it relates to the position.
13. Must possess a valid Class “G” Ontario Driver’s Licence and provision of a vehicle for use on the job. 

THIS POSITION REQUIRES A VALID CLASS "G" DRIVER'S LICENCE AND PROOF THEREOF IS REQUIRED AFTER HIRE.

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship.  If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.