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 #31505: Supervisor, Parking Revenue and Customer Service Management
Union: CUPE Local 1041
Job Description ID #: 1161
Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on Wednesday October 29, 2025
Duration: Permanent Full-Time
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
Reports to the Manager, Parking Operations. Responsible for direct supervision of revenue control and customer service staff in the performance of their duties. Responsible for organizing, scheduling, prioritizing daily work schedules of staff involved in the intake, processing and reconciliation of parking revenues, and customer support service operations and programs. Oversees management of contractual services for parking cashiering and security. Responsible for quality control of financial components of parking operations.
GENERAL DUTIES
Determines and co-ordinates all aspects of revenue management for the parking system by planning, organizing and scheduling work activities and equipment for staff.
Co-ordinates, plans and monitors customer service operations for the Hamilton Municipal Parking System to ensure consistency and quality service delivery.
Develops and implements effective quality control methods and programs to ensure the Division’s compliance with Corporate customer service performance standards for inquiries, complaints and requests for service in accordance with applicable policies and service standards.
Designs, recommends and implements strategies to promote efficiency and transparency in the management of parking revenues and customer service programs. Sets above average standards and leads by example.
Responsible for the establishment, maintenance and monitoring of quality assurance and continuous customer service improvement programs.
Issues requisitions, records deliveries and authorizes payment for all goods and services used by Parking Operations including payments and expenses for leased facilities. Facilitates cross-departmental coordination with Finance Planning, Administration and Policy with respect to contract management, invoicing and revenue tracking.
Oversees contractual services for parking cashiering and security, including providing day to day direction to contractual staff with the goal to ensuring cost control.
Responsible for all parking permit issuance and tracking of permit holders.
Develops and empowers staff through delegation of responsibilities and accountabilities, through regular feedback and by providing technical direction.
Maintains section absenteeism records and ensures all payroll and invoices are processed in accordance with existing policies, procedures and collective agreements.
Provides consistent performance management for subordinate staff and contractors, including motivation, supervision, interviewing, hiring, guidance, and counsel, attends management and confidential personnel matters.
Conducts performance appraisals through the use of the Performance Accountability and Development Tool.
Interprets and ensures compliance with municipal and departmental policies and procedures, occupational health and safety, WHMIS.
Ensures that supplies and equipment are readily available by placing orders for all revenue management functions.
Performs other duties as assigned, which are directly related to the responsibilities of the position.
QUALIFICATIONS
Demonstrated related supervisory experience preferably in a municipal operating setting and with significant experience with customer service, financial controls and major enterprise financial/statistical systems
Previous experience with parking operations and revenue management.
Must have thorough knowledge of Generally Accepted Accounting Principles and Practices including knowledge of budgeting, accounting and finance processes and practices. Experience with cash handling protocols is an asset.
Developed analytical, mathematical, statistical and problems solving skills with the ability to review and analyze legislation, agreements and/or program documents.
Excellent interpersonal and communication skills and the ability to deal diplomatically with all levels of management, staff, elected officials and the public.
Must be a results-oriented individual with a commitment to customer service and team building.
Working knowledge of computers including Windows, Word, Excel and email. Experience with business applications for core functions like human resources, finance and customer service and point of sale applications is an asset.
Demonstrated problem solving skills and the ability to operate under tight time restrictions.
Demonstrated experience in preparing work schedules and ability to alter work schedules under short time frames.
Demonstrated knowledge of the Health & Safety Act and applicable regulations as it relates to the position.
SALARY Salary Grade 5
HOURS 35 per week
NOTE: As a condition of employment, the successful candidate will be required to obtain a satisfactory Criminal Record and Judicial Matters Check at their own expense prior to being able to work in this position.
NOTE: Position is required to be on-call after hours, including evenings and weekends., on a rotational basis.
THE INCUMBENT SHALL COMPLY WITH ALL HEALTH AND SAFETY POLICIES AND PRACTICES FOR THIS POSITION AND THE WORKPLACE.
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.
