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Job Number:  38798
Director, Customer Services & Branch Operations
Job Posted: Wednesday, 11 October 2017
Closing Date: Wednesday, 1 November 2017
(43 days ago)
London Public Library
Region: London area Type: Full time
Location: London Salary: (not entered)


Library Space is Community Place! LPL strengthens people and neighbourhoods by creating connections that enrich lives, inspire discovery, foster creativity, and expand possibilities.


London Public Library, through its network of 16 branches located throughout the city, is a dynamic and innovative library system that provides accessible, relevant, high quality library services that make a difference in the lives of Londoners.  Located in the heart of southwestern Ontario at the midpoint between Windsor and Toronto, London has a population of more than 350,000 and is an ideal place to call home.


Join the Library team as our new Permanent Full Time:







Reporting to the CEO & Chief Librarian (CEO), the Director, Customer Services & Branch Operations is accountable for providing leadership and management of London Public Library (LPL) services to the public.  The Director leads the following primary functions: the development and implementation of the LPL Strategic Plan with specific responsibility for advancing strategic priorities in areas of customer services and branch operations; the achievement of the LPL Service Excellence Model; and the effective and efficient operation of branch libraries / departments.


The position models leadership behaviours and actions consistent with London Public Library’s Purpose, Values and “User First” Service Excellence Model.




Leadership & Administration

  • Works with the Library Board, CEO and Senior Team and Library Staff to bring the LPL Purpose, Mission, Services Excellence Model and Strategic Plan to life.
  • Works with the CEO and Senior Team on the development and monitoring of the Strategic Plan, supporting the Library’s ability respond to current and future opportunities and challenges.
  • Acts as Project Sponsor or Manager on identified strategic initiatives and projects.
  • Provides advice and input about services and operations to Project Sponsors/Managers leading strategic initiatives and projects.
  • Ensures Customer Services & Branch Operations (CS & BO) Staff understand the strategic plan and priorities and are engaged in opportunities to participate in initiatives and projects.
  • Builds collaborative and productive working relationships across the Library organization.
  • Attends, prepares and presents reports or participates in Library Board or City of London meetings, as required.
  • Acts as Chief Executive Officer in absence of the CEO or, as delegated, in all responsibilities.


Library Policy

  • Works in conjunction with the CEO and Director Administration & Special Projects to develop policies that relate to library services and govern areas of Library operations.
  • Oversees the application of policies and the development and application of procedures, guidelines and job aids.
  • Ensures that policies are followed by the public and employees.
  • Overseas and participates in incident/complaint management and resolution process.


Library Representative

  • Liaises and collaborates with Library stakeholders and partners/strategic alliances from various sectors, e.g. government, education, not-for-profit, business, etc.
  • Liaises and collaborates with City of London departments, boards and commissions.
  • Acts as an advocate on behalf of the Library in the community and with elected officials at all levels of government.
  • Represents the Library as a member of external boards, committees and advisory teams.
  • Attends external events and functions to represent LPL in the community.
  • Tells the Library’s story in a variety of public forums including the media, public presentations to decision-makers and other stakeholders; Faculty of Information & Media Studies, Western University of other educational disciplines/institutions,
  • Acts as Library spokesperson when statements on behalf of London Public Library are required, such as communicating Board decisions or Library corporate information, i.e. governance and financial matters. Consults with the Manager, Communications as necessary. May assign other representatives to speak on certain topics when appropriate.


Service Excellence Model

  • Leads the provision of relevant, accessible and high-quality library services that are responsive to community needs and expectations.
  • Leads the achievement of the LPL “User First” Service Excellence Model by directing the planning, development, implementation, measurement and evaluation of library services, including all core outcomes and service delivery streams.
  • Collaborates with Director, Administration & Special Projects in the development, implementation and ongoing use of the LPL Scorecard Quality Improvement Strategy and Plan. 
  • Analyzes and reports on key metrics for CS & BO community, internal processes and organizational perspectives.  Integrates the importance of quality improvement activities in providing customer-centered, high quality services.  
  • Oversees quality management by: setting public service standards and targets in conjunction with the Senior Team, CS & BO Coordinators and Supervisors; setting goals and objectives; monitoring accomplishment; assessing variables affecting success; developing plans to address variances; and reporting on progress and outcomes.
  • Oversees CS & BO collaboration with external partners. Works with CS & BO team to develop strategic partnerships and determine priorities.
  • Facilitates communication of information within Customer Services & Branch Operations and other library departments and with key external stakeholders.
  • Directs customer service feedback processes, including complaint management process, ensuring timely follow up and resolution of concerns.


Branch Operations

  • Ensures strategic deployment of resources to support service levels and priorities.
  • Directs workflow analysis and process reengineering.
  • Works with Manager. Facility Services to ensure that facilities support services and operations and are up-to-date, safe and clean.
  • Ensures that Occupational Health & Safety standards are met across all locations.


Financial Management


  • Works in conjunction with CEO and Director, Financial Services to set budgets and expenditure priorities. Determines resource requirements for CS & BO personnel, collections, furniture, equipment and supplies.


  • Collaborates with other members of Senior Team to procure goods and services through Request for Proposals and other processes.


  • Authorizes contracted expenditure.
  • Assigns budgets to CS & BO Managers, Coordinators and Supervisors and Volunteer Administrator and provides direction for expenditure.
  • Monitors actual revenue and expenditure against budget, ensuring that expenses are controlled; advises appropriate Manager, Coordinator, Supervisors of any variances and ensures that plans are developed to address negative variances.
  • Ensures that CS & BO budget targets are met at the end of the year.



Team Leadership

  • Creates a team environment which fosters high performance and effective working relationships.  Acts as a change agent to positively encourage others and manage change.
  • Builds support for Library Purpose, Values and “User First” Service Excellence Model and Strategic Plan and departmental goals/objectives by communicating expectations and measuring outcomes.  Looks for daily opportunities to highlight the connection between overall strategy and day-to-day operational activities.


  • Directs Customer Service & Branch Operations, by managing the work and overseeing the quality and standard of work, directly overseeing the work of direct reports (Managers, Customer Services & Branch Operations, Volunteer Administrator, and Collections Management Coordinator) and indirectly the work of all Customer Service & Branch Operations bargaining unit staff.
  • Continually looks for opportunities to improve and maximize the efficiency and effectiveness of the department.


  • Manages and supports staff performance and development.
  • Working in collaboration with the Manager, Training & Development to ensure that there is a training model in place for the department and that staff participate in training.


  • Builds teamwork and team effectiveness.
  • Celebrates departmental achievements by taking opportunities to express positive expectations and feedback on an individual basis and through team celebrations; share successes with other parts of the organization as appropriate.



Human Resources Management

  • Hires, promotes and transfers staff; disciplines, demotes and discharges staff.
  • Collaborates in the development and system-wide application of the institution's employee relations policies; ensures that such policies are applied.
  • Participates in joint union-management committees as assigned by CEO.


  • Participates as a team member in collective bargaining negotiations.
  • Keeps current on the provisions and interpretations of Library Board policy and the Collective Agreement and ensures that they are properly applied.
  • Performs the duties required of a supervisor under the Occupational Health and Safety Act and Regulations.




  • Keeps current in the field of library and information science and public library management.
  • Keeps current with changes in legislation as it affects the library’s services and ensures the implementation of those changes.


Performs other related duties as assigned.




A Masters of Library and Information Science degree from an accredited institution and/or a graduate degree in public administration.


Demonstrated leadership experience with a minimum of six years of management experience.


Ability to direct the delivery of services in a large organization, preferably in a public library.


Proven track record in the areas of organizational leadership, strategic planning, operations management, service excellence, and partnership development.


Extensive leadership experience in innovative, progressive and successful service and program development and implementation.


Knowledge and understanding of statutes, regulations and by-laws affecting the Library.


Proven track record of implementing continuous improvement.


Demonstrated success in project management, with excellent organization skills and the ability to effectively prioritize projects and initiatives.


Ability to interact effectively with all levels of staff, the general public, elected officials, public sector/government departments.


Exceptional oral and written communication and presentation skills, including public speaking ability.


Experience in a unionized environment is an asset.


Valid driver’s license.





Salary to commensurate with education and experience.


This is an Excluded position from the Bargaining unit.


Candidates are requested to submit a detailed resume outlining experience and qualifications by November 1, 2017 to:
Please visit our website at: http://www.londonpubliclibrary.ca/
No phone calls please.


The London Public Library will provide accommodation to applicants with disabilities in its recruitment processes upon request consistent with the Ontario Human Rights Code and the AODA regulations.


Applicants for employment, who have been provided with a conditional offer of employment will be asked to provide, at his or her own expense, a satisfactory Police Vulnerable Sector Check and/or Police Information Check, as applicable.


While we appreciate all applications received, only those invited for an interview will be acknowledged. Any personal information submitted will be managed in accordance with the requirements of the Municipal Freedom of Information and Protection of Privacy Act and will be used only to determine eligibility for employment.
We are an equal opportunity employer.

How to Apply:
Please mention you saw this posting on WorkInNonProfits.ca.
Candidates are requested to submit a detailed resume outlining experience and qualifications by November 1, 2017 to:
Please visit our website at: http://www.londonpubliclibrary.ca/
No phone calls please
Contact Details:
London Public Library
251 Dundas Street
London, ON, N6A 6H9

www:   www.londonpubliclibrary.ca/

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