Job Posting 69955

Manager, Customer Services & Branch Operations
London Public Library
London area
closes in 7 days (Sat, 24 Apr)
full time

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 Director, Customer Services & Branch Operations, the Manager, Customer Services & Branch Operations (CS & BO) is accountable for building and leading a customer-focused, high performance team that delivers relevant, accessibile, high quality library services. The Manager, CS & BO plans, develops, implements and evaluates library services and ensures customer satisfaction with service delivery. He or she supervises Coordinators and Supervisors who lead the service delivery and supervise employees of CS & BO locations and departments.


The position demonstrates leadership behaviours and actions consistent with London Public Library’s mission, vision, values and strategic goals.




Leadership & Administration

  • Works with the Library Board, CEO and Senior Management Team (Senior Team) to bring the LPL Vision, 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 and Budget, shaping the Library’s strategic directions to respond to current and future opportunities and challenges.
  • Works closely with the Director, CS & BO and supports the Director in the effective management of this area of the organization.
  • Facilitates and supports accurate and timely two-way communication amongst all departments and as required key external stakeholders.
  • Coaches, mentors and influences Senior Team members and colleagues in performance of duties, strategy, communications and leadership.
  • Models behaviours that demonstrate commitment to the Library’s Vision, Mission and Values.
  • 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.



Strategic Plan Initiatives - Project Management

  • As part of Senior Team, works to collaboratively identify and implement annual project priorities and budgets in direct alignment with the Strategic Plan.
  • Acts as Project Sponsor or Manager on identified Strategic Initiative Projects.
  • As sponsor or manager, spearheads creation of project plan, execution of plan, collaborates and communicates with key stakeholders, and reviews of outcomes and results.
  • Participates on LPL cross-functional project teams to lend skills, competence and knowledge.
  • Supports Coordinators and Supervisors.


Customer Services Management

  • Plans, develops, implements and evaluates Library services, including service outcomes and service delivery streams.
  • Supports implementation of strategies for service innovation and improvement. Fosters and enables recommendations from supervisory team, staff and the public via various customer feedback mechanisms.
  • Sets Library service standards and targets in collaboration with the Senior Team.
  • Collaborates with Director, CS & BO and the Director, Planning and Research to determine CS & BO benchmarks and targets. Monitors accomplishment of targets for area of responsibility and develops action plans to address variances.
  • Analyzes and reports on key metrics for CS & BO community, internal processes and organizational perspectives. Integrates the importance of quality improvement activities in providing services.
  • Provides direction and coaching to Supervisors and Coordinators regarding service standards / levels and quality improvement.


Operations Management

  • Plans, organizes and manages the operations of multiple locations and departments as assigned by the Director, CS & BO.
  • Monitors, analyzes and reviews operational processes and systems to ensure they are executed with excellence, seeking out innovative and effective ways to ensure quality service and maximize efficiency.
  • Oversees Coordinators and Supervisors in setting of goals and objectives for respective locations and departments, monitoring progress, implementing correction plans as required and evaluating outcomes.
  • Oversees workflow analysis and process re-engineering of locations and departments.
  • Tours assigned branches and departments regularly, engaging with staff and the public.
  • Identifies and resolves urgent and / or safety and / or risk management issues.
  • Acts as a key resource to manage business continuity matters and issues, such as closures.


Legislation and Library Policy

  • Maintains a current working knowledge of and ensures compliance with legislation and standards related to provision of library services, such as copyright, privacy and freedom of information, etc.
  • Provides input to the Director, CS & BO and the Deputy CEO to develop/update policies that relate to library services and govern areas of operations.
  • Develops and, as applicable, oversees Coordinators and Supervisors in the development of procedures, guidelines and job aids.
  • Ensures the system-wide, consistent application of policies, procedures, guidelines and job aids.
  • Ensures Charter of Library Use and other policies are understood and followed by public and employees. Overseas and participates in incident/complaint management and resolution process. Follows up on contravention of policy and/or incidents by ensuring appropriate outcomes, such as banning, are undertaken.


Team Leadership

  • Collaborates with the Director, CS & BO in directing the work flow of CS & BO to achieve quality customer service and operational excellence, delivered by competent, empowered, high-performing staff.
  • Creates a team environment which fosters and develops high performance and effective working relationships.
  • Builds support for Library vision and departmental goals/objectives by communicating expectations and rationale and by monitoring and measuring work and outcomes. Looks for daily opportunities to highlight the connection between overall strategy and day-to-day operational activities.
  • Acts as a change agent to positively influence others and manage change.
  • Inspires, builds and sustains a highly motivated and cohesive Library public service supervisory team by providing ongoing coaching and building Coordinator and Supervisor competence.
  • Ensures that all staff are trained and developed to ensure that staff’s skills and knowledge are updated and current by:
  • Working in collaboration with the Director, CS & BO and Manager, Training & Development to ensure that there is a training model in place for the department and that staff participate in training.
  • Providing additional training as needed; recommending external training and workshops as necessary.
  • Ensuring cross-training of staff for vacation/sick time relief, and workflow efficiencies.
  • Supervises staff, by directing the work and overseeing the quality and standard of work performed by direct reports. Supports Coordinators and Supervisors in this role.
  • Manages and supports performance and development of direct reports by:
  • Providing consistent communication, feedback, coaching and empowerment;
  • Working with staff to address/resolve performance issues;
  • Documenting performance and conducting performance appraisals for direct reports.
  • Creating development plans to build core competencies and personal effectiveness.
  • Supports Coordinators and Supervisors of the above role.
  • Celebrates by taking opportunities to express positive feedback, give team recognition and share successes with other parts of the organization as appropriate.
  • Conducts regular team meetings with CS & BO Coordinators and Supervisors.
  • Facilitates concise, accurate, two-way and timely communication of CS & BO departmental / branch information between these areas and key internal / external stakeholders.


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.
  • Deals with employee relations issues based on a sound understanding of the collective agreement and good management practice in collaboration with the Human Resources Department. Supports Coordinators and Supervisors in this role.
  • Participates in joint union-management committees as assigned by CEO and Director CS & BO.
  • Keeps current on the provisions and interpretations of Library Board human resources 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.
  • Promotes staff health and safety.


Financial Management

  • Under the direction of the Director, CS & BO, and using Financial Services guidelines, develops and submits budget requirements for areas of responsibility.
  • Provides input to Director re: resource requirements and recommends priorities for annual operating and capital budgets.
  • Collaborates with other members of Senior Team to procure goods and services through RFPs and other processes.
  • Participates in writing grant proposals, when required.
  • Manages budget for assigned area, ensuring that expenses are controlled and action plans developed for negative variances. Ensures that budget targets are met at the end of the year.
  • Assesses and manages staffing complement, to ensure expenditures meet targets.
  • Advises and directs CS & BO Coordinators and Supervisors re: budget allocations i.e. Casual Staff, Pages, programs, supplies, etc.
  • Collaborates with the Director, CS & BO, Manager, Fund Development and the Director, Financial Services to disperse monies raised through Library’s annual fundraising campaign.


Management of Relationships with External Partners

  • Develops and maintains mutually beneficial external relationships with strategic partners, such as: City of London, educational institutions, professional associations, peers at other libraries, etc. to share best practices and ensure that LPL’s interests / concerns are represented.
  • Builds effective, collaborative relationships with community programming partners to develop and manage service solutions.
  • Manages customer service and operational components of LPL contracted service partnerships, e.g. Library Settlement Partnership, Citizenship and Immigration Canada. Works with Director, CS & BO and Deputy CEO to ensure compliance with partnership agreements.




  • Keeps current in the library field through continuing education, attendance at conferences and workshops, participation in professional associations, and by reading professional literature to enable LPL to be an early adapter of key and appropriate ideas, programs and processes.


Performs other related duties as assigned.





A Master of Library and Information Science from an accredited institution; or equivalent and relevant proven management experience.


Five years of progressively responsible public library experience, including a minimum of 3 years leadership, supervisory or management experience. Experience in a unionized environment is preferred.


Demonstrated success with customer service and community-led service delivery and an understanding of current library best practices.


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


Excellent interpersonal skills and the ability to build beneficial relationships with key internal and external stakeholders.


Demonstrated ability to work independently and collaboratively in a team environment.


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


Intermediate to advanced skills in an automated library environment and with office applications.


Valid driver’s license.


Ability to work evenings and weekends is expected. The incumbent is also on call and has to be available in non-working hours in the case of emergencies.






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 April 24, 2021 to:

Please visit our website at:

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.

Please Note: is not affiliated with and in no way endorses or vets the organization that posted this job. Any links posted within the job will take you to their external site where the same disclaimer applies.

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