Job Posting 91305

Officer, Funding Process and Operational Excellence-GMF
Federation of Canadian Municipalities
Work From Home - Ottawa area
Hybrid (Ottawa)
closed 2 days ago (Fri, 3 Feb)
full time  •  $63,650 - $80,150

The cornerstone FCM Program is the Green Municipal Fund™ (GMF), a $1 billion permanent endowment from the The Federation of Canadian Municipalities (FCM) has been the national voice of municipal government since 1901. FCM is dedicated to improving the quality of life in all communities by promoting strong, effective, and accountable municipal government. FCM aspires to be an organization that is deeply respectful, collaborative, empowering and transparent in our work. We have a commitment and passion for strengthening Canada by achieving results for our communities, our cities, and our workplace, and by sharing our knowledge and experience on the world stage, so that others may improve the quality of life in their communities.


The cornerstone FCM Program is the Green Municipal Fund™ (GMF), a $1 billion permanent endowment from the Government of Canada. GMF helps local governments switch to sustainable practices faster. Our unique mix of funding, resources and training gives municipalities the tools they need to build resiliency — and create better lives for Canadians.  As a leading catalyst for innovation, GMF offers funding (loans and grants) and knowledge for sustainable municipal initiatives designed to support communities to improve air, water, soil quality, and to protect the climate. Through GMF, municipalities have built better transportation assets; constructed efficient and resilient buildings; diverted waste from landfill; made previously unusable land available for development; and improved soil and water quality.  


Major Purpose


Client Service Support (CSS) is a multi-disciplinary team within the Client and Funding Services (CFS) unit that helps address the processes supporting clients’ funding needs. The team applies results-based decision frameworks and lean methodologies to lead continuous improvement on the client experience within the GMF funding offer, while maintaining fund sustainability.

Reporting to the CSS advisor, the CSS Officer provides analysis and review of Client and Funding Services processes in all phases of the funding life cycle.

Central functions of this role, in collaboration with CSS advisor, include  the management of shared processes across funding teams to create more centralized or standardized process improvements and optimize workflows in GMFs customer relationship management (CRM) system using lean methodologies. One of CSS end goals being to ensure a seamless experience for GMF clients; the CSS officer will work on projects and processes to maintain and improve the overall Client Journey Framework.


Key Responsibilities

Process improvement and documentation

  • In collaboration with the CSS advisor and key internal stakeholders, identifies, prioritizes, develops, optimizes and implements best practices and business processes within client funding services with the objective of achieving operational excellence
  • Traces processes and process maps from stakeholder requirements, with a focus on enhancing automation of process tools
  • In collaboration with CSS advisor, supports the funding teams to streamline and standardize workflows and evaluate data integrity in CRM using lean methodologies: gather data, investigate, and analyze bottlenecks and inefficiencies to seek data driven solutions.
  • Facilitates and supports the centralization, update and simplification of process manuals and procedures across all funding streams, including performing gap assessments and liaising with process owners and the Information Systems (IS) team on change management.
  • In coordination with CSS advisor, identifies training requirements, creates training curriculum and delivers regular in-house user training on process improvements and procedural changes.
  • Provides updates to CSS Advisor on administrative process improvements and tools that may be standardized across all funding teams of the CFS unit, or centralized within the Client Service Support Unit
  • Provides guidance and assistance to the peer review coordinators in developing a simple, standardized system to evaluate ongoing peer reviewer performance for all funding teams and streams and supports the development of standard operating procedures for internal and externally facing peer review processes
  • Reviews the funding recommendation documentation process to GMF council, working with the CSS Data Coordinator to assess content and visualization
  • Contributes to ongoing documentation and review of process improvements in application and contracting process with a focus on improving client service


Communication and client feedback

  • Participates in cross-unit review of existing client surveys to launch in GMF’s new client engagement portal
  • Participates in cross-unit review of content migration activities and coordinates with the CFS and IS teams to manage post-migration content change requests within CRM. This includes assessing, evaluating and prioritizing change requests related to CRM defects, procedural gaps and lean activities.
  • Attends project officer community of practice meetings to report back feedback on processes and workload management among different funding teams
  • Develops material and content for CSS Open House events, where the work of the team is shared amongst GMF and FCM staff



  • Participates as required in cross-functional team project work for GMF, FCM Programs department or in FCM-wide initiatives, including the continuous improvement community of practice.

Knowledge, Experience and Skills

  • University degree in an environmental science, engineering, planning, finance or related discipline
  • Minimum of 3 - 5 years of professional experience in project management/evaluation, ideally related to one or more technical sustainable community development areas, and in a client focused role
  • Project management experience, PMP designation is an asset
  • Strong knowledge of continuous improvement methodologies (Lean, problem solving, Six Sigma);
  • Experience using knowledge sharing tools and platforms (e.g., Learning Management System, Client Relationship Management Database e.g. CRM365, data visualization software e.g. Power BI).
  • Demonstrated success in leading or assisting in operational process improvements in a direct funding environment
  • Strong knowledge in the areas of program management with a focus on sustainable municipal development or environmental issues at municipal level is an asset.
  • Excellent written and oral communication skills
  • Strong virtual and in-person group facilitation and coordination
  • Strong client service skills
  • Excellent organizational and time management skills, including demonstrated flexibility to meet changing priorities in a fast-paced environment and follow through on action plan
  • Detail oriented and strong analytical skills
  • Sound judgment
  • Demonstrated ability to work effectively both independently and as part of a multi-disciplinary team

Language Requirements

  • The ability to work in both official languages is essential


The benefits to joining the FCM team include summer hours (Fridays off between July 1st and Labour Day); office facilities located in the ByWard Market, FCM’s commitment to employee development and a competitive range of employee benefits and services. FCM encourages flexible work arrangements to support the wellbeing and productivity of employees.


The Federation of Canadian Municipalities is committed to fostering an organizational culture that embraces equity, diversity, inclusion and belonging, where individuals from diverse racial and ethnic identities, nationalities, social economic status, sexual orientation, gender identity/expression and physical and mental abilities can thrive and be fully engaged at their best level.


FCM welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process.


The future of work at FCM includes a hybrid work model; therefore, this role will be a combination of virtual and on-site work. The successful candidate is required live in and be authorized to work in Canada. They are also required to be able to work from home/remotely, from within Canada.  All in-office work and in-person meetings for work that take place inside and/or outside of the offices located in Ottawa will be subject to FCM’s Safe Workplace Vaccination Policy, as well as its health and safety procedures.


It is a mandatory condition of employment at FCM that the successful candidate be fully vaccinated against COVID-19 with vaccines that have been approved by the Government of Canada at least 14 days prior to their start date and will be required to provide proof.  If accommodation is required in relation to this condition of employment for any reason pursuant to the Ontario Human Rights Code, please contact us at directly. 


For additional information on this posting, or for further information on FCM, access our website at


Visit the careers section of our website to apply. Deadline for applications is February 3, 2023.



We thank all candidates for their interest; however, we will only contact those selected for an interview. All the applications will be kept for six months following the completion of the hiring process

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