Job Specification

Purpose of Position :

To plan, supervise and coordinate the provision of a range of business and administrative services to support regional program delivery. To develop, recommend and implement service delivery processes and procedures, provide policy, procedural and business planning advice and analysis to management and recommend options to improve the effectiveness of business services and resolve complex business support issues.

Duties / Responsibilities :

1. Plans, coordinates and supervises staff engaged in delivering a range of business services functions including resource information management, business support, facilities/accommodation and learning and development. Develops operational plans and controls and coordinates work activities of the unit to ensure all services are provided in an effective, efficient and secure manner and support regional program delivery objectives. 2. Supervises section activities by: preparing and managing budget expenditures, planning and coordinating work activities,prioritizing and assigning tasks, promoting productivity to achieve service level targets, discussing/interpreting new directives and procedures, assisting in recruitment and other human resource activities, monitoring performance, providing input to performance contracts/appraisals and conducting and ensuring appropriate training and development for staff. 3. Negotiates, drafts and validates a number of contractual/service agreements for the provision of regional services (e.g.mail management, reprographic/ scanning services). Monitors service delivery to ensure standards are being met, identifies problem areas with the manager and negotiates service improvements with service providers where performance is below standard. 4. Coordinates regional facility/accommodation requirements including analyzing and identifying consolidation opportunities, providing advice to management regarding accommodation, life, safety and security issues and procedures and maintaining liaison with head office, ORC and facilities management (e.g. Profac) to discuss/coordinate service issues. Coordinates and oversees the development of work plans and logistical arrangements for renovations/moves, obtains estimates, drafts strategy recommendations for the client and manager, negotiates work contracts on behalf of the client, provides consultative support and oversees progress and completion. Escalates issues to the manager with recommendations and options for resolution. 5. Works with client areas in the development of staffing plans including providing analysis of current staffing levels and advising and briefing the manager and regional management on FTE targets and staffing plan status. Oversees organizational analysis and provides advice and reports to management for the development of restructuring or organizational planning scenarios and assists in coordinating the development of staffing strategies and the resulting financial impacts with regional management and the Head, Financial Services. Analyzes effectiveness of resource information to meet regional reporting and planning needs and develops resource materials to support regional priorities (e.g. major workload management, restructuring). 6. Leads and manages projects for the development and management of business reviews to research and evaluate delivery of services to client areas and including developing regional review processes and quality standards, conducting periodic monitoring and analysis, assessing the effectiveness of performance indicators and recommending efficiency improvements to improve business, operational and client service and ensure business needs are addressed. Maintains liaison with vendors and service providers to discuss and resolve service issues to ensure performance standards are met. 7. Provides advice to managers regarding the application and interpretation of government and ministry administrative processes and procedures. Coordinates/conducts analysis of existing processes and develops and implements new/amended administrative polices, procedures and best practices that meet regional needs and are consistent with ministry requirements (e.g. mail distribution, correspondence flow, data collection and distribution). Consults with other regions, head office and other ministries to review and assess procedures, protocols and best practices in other areas for possible regional application. 8. Coordinates the regional learning and development program (e.g. technical training, lunch and learn/orientation sessions) with program managers, involving collaborating in the development of regional requirements and evaluating and validating plan options and needs with Program Management Branch to maximize learning opportunities on a region wide basis. Acts as primary contact with MGS and the Centre for Leadership and Learning (e.g. discuss/assess courses suitable for regional use), provides strategic analysis of regional learning needs with the manager and advice to managers on training opportunities and strategies. 9. Coordinates security procedures for the region including establishing processes for card issuance and levels of access, evaluating and approving levels of access for card requests and providing advice to program managers on requirements and procedures for asset and premises security. Reviews security status on an annual basis and provides reports with recommendations to the manager for changes to security protocols. 10. Oversees other corporate services functions including coordinating the implementation and management of various corporate initiatives at the regional level to improve business effectiveness and providing advice and detailed reports to the manager and Regional Director regarding implementation and evaluation. Prepares a variety of management reports and briefing materials with recommendations to manage and respond to a range of corporate services issues and acts as contact with the ADM's office to expedite correspondence, reports and approvals and resolve related issues and concerns. 11. Maintains liaison with the Coordinator, Occupational Health and Safety regarding OH&S procedures and compliance issues affecting the region. Identifies and discusses issues and requirements impacting on the region and reports to the manager and Regional Management with recommendations for compliance action.

Knowledge :

Work requires a thorough knowledge of regional program structure, objectives and businesses and government/ministry administrative policies and procedures to lead and deliver a variety or business, resource management and program activities and provide advice to management to support the delivery of regional program services and objectives. Thorough knowledge of management systems, business services and planning processes, procedures and protocols and human resources planning principles to research and evaluate client service delivery, draft/manage contractual/service agreements, develop/implement regional administrative policies, best practices and quality assurance processes, assist in coordinating the development of staffing plans and strategies, conduct organizational analysis and develop/recommend and provide advice for program restructuring and organizational planning scenarios. Sound leadership skills to manage section budget, team lead unit staff, develop work plans/targets and monitor staff performance. Sound knowledge of procurement and accommodation procedures to manage accommodation projects and life, safety and security issues, consult with facilities management and negotiate/oversee contracts with service providers. Excellent project management, organization and planning skills to coordinate a range of concurrent activities and corporate initiatives at the regional level, coordinate resources and a large work volume to ensure effective service delivery. Excellent, analytical, problem solving and decision making skills to develop operational plans, identify/resolve complex service issues with providers, evaluate service delivery effectiveness and develop/recommend unique process/procedural changes. Good negotiating skills to achieve consensus with managers/service providers in dealing with contentious resource and service delivery issues. Well developed communication, customer service and interpersonal skills to prepare complex reports, briefing materials and recommendations and deal effectively with staff, senior management and clients and stakeholders. Knowledge of computer operation and software applications to prepare reports/correspondence and manage/ensure accuracy, integrity and security of various resource databases.

Judgement :

Work is performed under the general supervision of the Manager, Business Services Office and within government, ministry and regional policies, procedures, guidelines, legislation (e.g. FOl) and administrative and management processes and protocols. Advice and guidance are also available from other senior staff/managers on policy matters. Judgement is required in developing section work plans and priorities, providing leadership to staff and assessing staff and financial resource requirements to ensure deadlines and productivity levels meet regional service delivery standards. Judgement is used in negotiating and validating contractual/service agreements (e.g. reprographic, mail management), monitoring service delivery and negotiating improvements/resolving issues with service providers. Judgement is required in coordinating facilities, accommodation, life, safety and security requirements, analyzing consolidation opportunities, providing advice to management, developing strategy recommendations and negotiating/managing work contracts and progress. Judgement is required in analyzing staffing levels, conducting organizational analysis, advising management on staffing plan and strategy development, coordinating budget impacts with Financial Services and analyzing effectiveness of resource information to meet regional planning needs. Judgement is required in researching and evaluating service delivery against quality standards, developing review processes and standards, assessing the effectiveness of performance indicators and recommending efficiency improvements. Judgement is required in providing advice to management on the interpretation and application of administrative policies, procedures and best practices, analyzing their effectiveness and recommending changes (e.g. business processes, measurement criteria, best practices) to meet regional and ministry requirements. Judgement is required in coordinating staff and asset security requirements and providing strategic analysis of regional learning needs including providing advice on training opportunities and strategies to maximize training plan effectiveness. Judgement is required in coordinating the implementation and management of various corporate initiatives at the regional level to improve business and operational effectiveness.

Accountability - Programs :

Position contributes to the achievement of program objectives through the provision and management of a range of regional business services (eg. resource information management, business support, facilities management, security, learning and development) to support the effective delivery of regional service delivery. Also accountable for providing business services advice to program management, coordinating a range of corporate initiatives, evaluating operational and client service delivery and developing and recommending service quality and administrative policy, procedural and best practice improvements.

Accountability – Personnel :

Accountable for providing supervision and leadership to staff including the efficient allocation and priority setting of work, monitoring performance, providing input to the selection process and performance appraisals and providing training and development.

Accountability - Finance and Materials :

Prepares and monitors the section budget including the approval of expenditures within delegated limits. Accountable for the purchase of office supplies and equipment. Negotiates and manages service level agreements for regional service requirements (e.g. mail management, reprographics) and facilities/accommodation projects.

Accountability - Impact of Errors :

Inaccurate of incomplete research, analysis and information provided to senior management related to business support issues and requirements, faulty recommendations and failure to deliver timely and comprehensive business support products/services could result in excessive costs for services, incorrect information for management decision making, ineffective administrative procedures and processes and failure to achieve program delivery targets. Failure to deal with security and facility related issues could jeopardize building and information security, staff safety and ministry property and assets.

Contact - Internal :

Regular contact with the Regional Director's office, regional managers, senior staff and the Head Financial Services to provide technical advice and expertise related to business support activities, coordinate staffing/financial matters, interpret administrative policies and procedures, coordinate service delivery issues and recommend policy and procedural improvements. Regular contact with the ADM's office to discuss/expedite day to day operational matters (e.g. status and approval of staffing documents). Frequent contact with head office, other regions and corporate services areas to discuss joint issues (e.g. service standards), exchange information and coordinate service acquisition activities.

Contact - External :

Position has occasional contact with other ministries/central agencies to discuss/evaluate administrative and service quality issues and standards and learning and development courses/issues. Also has frequent contact with Ontario Realty Corporation to resolve problems and repairs and coordinate moves and facility renovation projects. Regular contact with service providers (e.g. accommodation, reprographic, security system) to discuss and negotiate service level agreements, monitor service delivery to ensure standards are met, resolve performance issues and problems and discuss alternatives.