Supervisor, Licensing and Compliance-PB346

City of London; London; Hybrid; CAD 81,000 - 106,000; Full time

Job summary

City of London is seeking a Supervisor, Licensing and Compliance to lead licensing and By-Law service delivery within Housing and Community Growth. Reporting to the Manager, Licensing, Policy and Special Operations, you will ensure an efficient, compliant customer service model and oversee daily licensing administration.

You will supervise staff, coordinate inspections, maintain fee tables, reconcile deposits, and guide staff through fiscal and human resources processes.

Qualifications

• Two-Year Business Administration Diploma or equivalent.
• 3–5 years in business or customer service with supervisory responsibilities.
• Experience in licensing or By-Law processes is a plus.

Responsibilities

• Lead and oversee licensing and By-Law service delivery; maintain related website.
• Supervise staff including hiring, coaching and performance management.
• Coordinate inspections and manage fee processing, deposits and reimbursements.

Skills

Team leadership

Conflict resolution

Communication skills

MS Office proficiency

Flexible hours

Diversity & inclusion

Education

Two-Year Business Administration Diploma

Tools

None

Job description

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London, Ontario is a growing and vibrant city. Our municipality is home to almost 500,000 residents, and welcomes all to live, work and play. Our employees take pride in working for a well-run city that offers exceptional amenities, services and programs for our residents. Londoners love our urban trails, outdoor parks and events, recreation programs and our thriving arts, music and culture scene!

The City of London has implemented the Anti-Racism and Anti-Oppression (ARAO) division with the mandate to create and sustain action-focused, positive, and lasting systemic change in the City of London so that race or membership in an equity-denied group does not predict one’s access to opportunities or ability to engage whole heartedly in the London community. To learn more about The City of London’s commitment to Anti-Racism and Anti-Oppression, visit the ARAO website .

Title: Supervisor, Licensing and Compliance-PB346

Job Close Date: Sept 8, 2026

File Number: 3915 Employee Group: Mgmt Non Union

Service Area: Housing and Community Growth Division: Municipal Compliance

Job Type: Full-Time Permanent # of Openings: 1

Summary of Duties:

Reporting to the Manager, Licensing, Policy and Special Operations, the Supervisor, Licensing and Compliance is responsible for leading the delivery of customer service related to licensing and By-Law compliance services. This position is responsible for ensuring an efficient, consistent and compliant service delivery model related to licensing administration and By-Law compliance services.

Work Performed:

• Lead and oversee delivery of services and programs related to customer service for licensing administration and By-Law compliance services. Maintain related website as required.
• Provide oversight and support to front line customer service representatives through the approval, refusal and processing of licensing related applications and renewals.
• Support various external groups and associations through information sharing and data related to license applications. Coordinate inspections as required.
• Review licensing By-Law regulations and requirements on new license proposals, inquiries or extensions and work across Municipal Compliance to determine appropriate next steps.
• Oversee reconciliation of daily deposits of licensing and permit fees. Authorize account adjustments, journal forms and initiate notifications for reimbursement as needed according to associated Municipal Compliance and Financial policies.
• Supervise employees including hiring, coaching, administration and performance management. Respond to confidential human resources matters as required and support employee development and engagement.
• Mentor and develop direct reports to build high-performing teams, support employee engagement and commitment to individual, divisional and organizational goals.
• Provide training and direction to staff to appropriately address customer concerns, inquiries and issues regarding the Licensing Office. Respond to escalated or sensitive matters.
• Ensure work of reporting staff is completed in accordance with established standards and procedures.
• Establish objectives, service standards and planning in regard to the use and development of the enterprise software platform, in keeping with the strategic direction and corporate vision.
• Create and maintain all fees and fee codes to reflect current pricing in the corporate system. Ensure the payment systems are designed to reflect cash handling and business practice requirements. Train staff in operating the system to process fees.
• Administer the annual invoicing program for unpaid utilities and assist with the escalation process according to the Vital Services By-law.
• Demonstrate commitment to anti-racism, anti-oppression, and human rights through inclusive practices, interactions and programs.
• Promote and adhere to health and safety legislation and foster a culture of safety with direct reports.
• Ensure adherence to health and safety legislation and foster a safety-first culture.
• Provide support to continuous improvement initiatives to ensure an effective and efficient customer service delivery model. Track and analyze performance metrics to generate statistics and address service issues.
• Apply collective agreements fairly and consistently.
• Promote commitment to a high-level performance in customer service, safety, and goal achievement.
• Participate on internal and external committees related to licensing as assigned.
• Develop, monitor, and report on budget; operate within approved fiscal plans.
• Perform other related duties as assigned.

Skills and Abilities:

• Ability to apply knowledge and experience in municipal compliance, licensing and customer service to advance the objectives of the area.
• Demonstrated success leading or supervising employees, contracted services and consultants.
• Committed to employee safety; knowledgeable in the Occupational Health and Safety Act and how it relates to the position.
• Ability to understand the importance of service delivery and implementing customer-focused initiatives.
• Ability to apply effective interpersonal and customer services skills, including conflict resolution and problem solving; demonstrated ability to effectively communicate with diverse populations within the community.
• Proficient in MS Office Suite and related software systems.
• Excellent communication, facilitation and presentation skills; demonstrated political acumen.
• Ability to work varied hours to meet requirements of the position.

Qualifications:

• Completion of a Two-Year Business Administration Diploma or in a relevant area of study or equivalent combination of education and related experience.
• Three to five years related experience in a business or customer service environment including team leadership or supervisory responsibilities.

Compensation & Other Information:

$80,770 - $105,948.
This posting is one (1) permanent, full-time position being filled on a permanent full-time basis.
Current hours of Work: Monday to Friday from 8:30 a.m. to 4:30 p.m.
Work Arrangement: Hybrid. Subject to change in accordance with business requirements.
These hours of work and work arrangements are subject to change in accordance with business requirements.

Police Record Check

The successful candidate will be required to complete aCriminal Record Check.

As an inclusive employer, we are committed to providing a fully accessible recruitment process. Please contact us at any time during the recruitment process and let us know what accessible supports you may need.