Business Support Coordinator 

Position Summary

The Business Support Coordinator, will provide strong leadership and expert guidance to staff, aligned with the City’s core values of Care, Collaboration, Courage, and Service. This role is responsible for the configuration, maintenance, and support of business systems within the Recreation & Culture Division, including ActiveNet, Artifax, AudienceView, SAP, Maximo, and CRM tools. Key duties include system configuration and testing, database management, process development, training and documentation, report modifications, statistical analysis, project participation, and collaboration with Finance and IT. The Business Support Coordinator will also oversee staff, ensure operational efficiency, and support the integration of registration services with business systems.

Key Duties and Responsibilities

Staff Supervision & Development

• Supervise full-time and part-time direct reports, including recruitment, training, scheduling, and performance management.
• Develop staff schedules, approve payroll and vacation in compliance with City policies and the ESA.
• Maintain records of staff training, qualifications, and certifications.
• Coordinate onboarding, offer letters, and terminations in SAP, liaising with HR and Payroll to ensure accuracy.
• Provide operational oversight to the Recreation Assistant, Registration.

System & Technical Support

• Oversee all ActiveNet modules, ensuring data integrity, coordinating system upgrades, enhancements, and maintenance.
• Provide functional support, troubleshoot issues, and serve as the primary liaison with Active Network’s Support Desk.
• Develop, update, and deliver training and documentation for ActiveNet and front desk processes.
• Support other systems (Artifax, AudienceView, SAP, Maximo, CRM) and liaise with IT and other divisions as needed.
• Provide technical support to the Richmond Hill Centre for the Performing Arts for Artifax and AudienceView.
• Maintain facility voicemail systems in coordination with the Telecommunications Analyst.

Duties and Responsibilities Cont'd

Process Improvement & Customer Service

• Recommend and implement improved business processes and customer service standards.
• Monitor user trends, conduct benchmarking, and recommend policy/procedure updates for front desk services.
• Create a positive experience for both internal and external customers.

Financial & Administrative Support

• Act as Finance liaison for audits and financial transaction issues, including daily cash deposits.
• Coordinate ActiveNet reports, develop custom layouts, and analyze data to support decision-making.
• Liaise with financial assistance partners such as Canadian Tire Jumpstart and York Region services.
• Assist in budget preparation, forecasting, and monitoring of expenditures and revenues.

Collaboration & Leadership

• Represent the Recreation & Culture Division on cross-departmental initiatives related to business systems.
• Lead assigned portfolios and provide backup to other Coordinators, including on-call duties.
• Participate in internal/external working groups and research initiatives to improve digital service delivery.
• Stay informed on trends and best practices to enhance technology use across the Division.

Other

• Perform additional duties as required to support departmental and corporate objectives.

Education and Experience

• Diploma or degree in Recreation & Leisure, Sports Management, Business Administration, Systems Administration, or a related field.
• ActiveNet System Administrator Certification, considered an asset
• Advanced skills or formal training in Microsoft 365 and database systems, considered an asset
• Additional coursework in project management or process improvement, considered an asset
• Minimum of 3 years of related experience in a municipal setting, including technical system support and supervisory responsibilities.

Required Skills/Knowledge

• Extensive experience with the ActiveNet Recreation Management System, including administrator-level expertise across modules such as Activity and League Registration, Facility Management, Memberships, POS, Communications, Public Access, Financial Assistance, Accounting, and Reporting.
• Strong knowledge of corporate policies, PCI-compliant payment processing, and accounting principles, including tax legislation, variance reporting, general ledger structures, and account reconciliation.
• Advanced proficiency with Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams) and business systems including Artifax, AudienceView, SAP, Maximo, CRM platforms, and databases.
• Proven ability to design and deliver training and presentations.
• Demonstrated leadership, coaching, and mentoring abilities with strong organizational, analytical, and decision-making skills.
• Excellent communication and interpersonal skills with a commitment to customer service and teamwork.
• Skilled in managing multiple priorities and adapting to changing demands.
• Politically astute, diplomatic, and able to navigate complex or competing requests effectively.
• Demonstrated ability to lead through organizational change, encourage innovation, and foster a culture of learning and collaboration.
• Strong budget oversight and tracking capabilities.
• Valid Ontario Class "G" Driver’s Licence and access to a vehicle for corporate business (proof of insurance required).

Leadership Competencies