Director – Development Process and Performance – Concept to Keys

Director – Development Process and Performance – Concept to Keys


Job Summary:


Concept To Keys (C2K) is specifically focused on the process and performance aspects of development applications and will work hand-in-hand with City Planning and other commenting partners to facilitate the smooth and agile delivery of development applications.  This position will oversee a number of staff, in either matrixed or dedicated capacities. As this is a new role, the selected candidate will have the opportunity to develop the position over the course of the office development.  The Director – Development Process and Performance will play a leadership role in the City's effort to deliver:


  1. A culture of collaboration and accountability between all stakeholders involved in development application reviews;
  2. Improvements to the way we operate to ensure the development process is relentlessly focused on customer service and driving an accountable, predictable, transparent, performance-based, and collaborative approach; and
  3. A lens that considers the evolving needs of the City and industry.


In particular, the Director – Development Process and Performance will provide strategic leadership and oversight of the C2K program, including its budgeting, resourcing, contract oversight, procurement, and strategic direction. The Director will develop and implement improvements to the development review process across districts and divisions, and partner with other City divisions to lead City-wide development review and business transformation driving change and continuous improvements.


Major Responsibilities:


  • Develops, designs and implements co-ordinated, City-wide change in functional programs, operating models, processes, practices, reporting and technology, to enhance overall business performance and the efficiency and effectiveness of the City's development review process.
  • Contributes to the continuous improvement of development review performance and divisional performance through analysis and the development and implementation of sound management practices and procedures, and provides program management staff with direction and guidance, processes and tools to increase efficiencies and improve effectiveness of the services provided by this section.
  • Provides strategic advice to the Chief Operating Officer, Development, and makes recommendations to the Senior and Corporate Leadership team, as needed, to move the program forward.
  • Represents the Chief Operating Officer, Development on a number of meetings with both internal and external stakeholders, sometimes in a politically sensitive context, and works to create consensus among all parties.
  • Provides leadership and establishes relationships and partnerships with clients, external stakeholders, members of Council, unions, members of the public, etc., to address and resolve conflicting demands and problems.
  • Directs, through subordinate management staff, all activities of the section, delegating management responsibility.
  • Leads and motivates a diverse workforce, ensures effective teamwork, provides resolution to controversial labour relations issues, ensures high standards of work quality and organizational performance, and continuous learning and encourages innovation in others.
  • Develops, recommends and administers the annual budget for the section, and ensures that the section’s expenditures are controlled and maintained within approved budget limitations.
  • Leads the implementation of the recommendations and those that were built on from the City's interdivisional end-to-end review of the development review process, including implementation and sustainment of a new operating model.
  • Works with senior leadership across the City, leads the standardization of roles, responsibilities, rules, processes and guidelines related to the development review, and implements and sustains business transformation.
  • Oversees the identification, assessment and implementation of innovative opportunities for business process re-engineering and technology modernization in partnership with relevant stakeholders.
  • Negotiates the acquisition of products and services from external suppliers, ensuring compliance with Corporate standards, and monitors contract performance.
  • Oversees the execution of supporting change management and communication plans to deliver lasting and sustainable change.
  • Directs, trains, mentors and coaches a team of multi-disciplinary professionals to support the implementation of high-quality, effective and efficient business transformation within the City, to effect change and continuous improvement.
  • Works to be a champion of change, including mending relationships with the development community, working to bring about a more customer-focused and oriented approach to the development review process.
  • Provides ongoing leadership by using effective management techniques, implementing change management processes and developing staff to be able to respond to a changing work environment, enhance the overall performance of the Division and meet the expectations of Council, the community and stakeholders.
  • Provides leadership, consultation and recommendations to advance business transformation and modernization initiatives, including addressing critical issues and risks with senior leaders to ensure a cost-effective and sustainable delivery.
  • Builds strong relationships with internal and external stakeholders to foster effective partnerships, and improve the development review process, and identifies, addresses and resolves process-related issues such as development application bottlenecks and/or interdivisional conflicts.
  • Manages the development and implementation of an overall business transformation methodology and tools to be leveraged by relevant staff to more effectively perform development reviews, from planning to implementation, issues trackers, risk registers and new guidelines/processes.
  • Develops policies and procedures for portfolio management to enable a transparent overview of transformation and continuous improvement projects across the City related to development review.
  • Develops, implements and leads interdivisional governance mechanisms to support the City's development review process by escalating and resolving application processing issues in a timely manner.
  • Redefines the idea of the customer to be more wholesome, so that divisions, as part of the commenting and review process, recognize developers as partners and customers in the process and their contribution to City Building.
  • Establishes project management reporting standards and tracking tools, including project intake, resource utilization, capacity forecasting, project status and milestones, performance measures, benchmarking and others.
  • Develops, designs and implements functional policies and programs that make major changes in overall business performance based on long-term needs.
  • Leads as a key member of the Senior Management team in regards to the overall divisional strategy and oversight while working closely with all areas of the Division to ensure standardization, compliance, value for money and effective service delivery.


Key Qualifications:

  1. Post-secondary education in business administration or in a professional discipline pertinent to the job function, or an equivalent combination of education and experience.
  2. Extensive experience leading large-scale transformational change initiatives and delivery of programs that create service improvement and efficiencies.
  3. Experience as a leader of complex enterprise-wide projects, or strategic and operational reviews within a major public or private sector organization.
  4. Considerable senior management experience related to business administration, large-scale and cross-corporate strategic business planning, change management and major policy initiatives within a large, complex public or private sector organization.
  5. Experience as a customer-service leader.
  6. Knowledge of process improvement and re-engineering in a variety of business functions.
  7. Extensive knowledge of change management principles, methodologies and tools that foster the cultural aspects of change management.
  8. Ability to develop effective relationships both internally and externally, especially with Council, City staff at all levels, other levels of government, external organizations and the public.
  9. Ability to manage competing priorities and demands in a rapidly changing environment.
  10. Ability to negotiate with, and manage, third-party service providers.
  11. Ability to create performance metrics and outcome measures to evaluate success.
  12. Ability to create innovative solutions to operational and administrative challenges and develop and implement recommendations for improvements to existing policies, programs and processes.
  13. Excellent strategic, lateral thinking, planning, analytical, and problem-solving skills with the capacity to effectively plan, develop, implement and evaluate complex administrative and operating systems.
  14. Ability to assess and develop policies in a public sector context.
  15. Ability to demonstrate value-add service delivery to key stakeholders and clients.
  16. Ability to develop financial and non-financial business cases.
  17. Ability to develop and facilitate strategic planning workshops.
  18. Respect and appreciation for the diverse views, values and culture of the City and the community at large.
  19. Ability to act in an ethical and transparent manner, in compliance with the corporate code of conduct.
  20. Considerable knowledge and understanding of the Occupational Health and Safety Act, including knowledge of management responsibilities for health and safety compliance under the legislation and the Accessibility for Ontarians with Disabilities Act.


  • Six Sigma Black/Green Belt Certification, an asset.



Salary range: $149,331.00 - $175,466.20 per year


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How to Apply:


For more information on this and other opportunities with the City of Toronto, visit us online at To apply online, submit your resume, quoting Job ID 14751, by February 3, 2021.


Equity, Diversity and Inclusion


The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.




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