Job Specification

Purpose :

To develop, foster and manage business relationships and on-going liaison with OPS ministries and agencies and Broader Public Sector (BPS) client organizations on behalf of the Forms, Print and Distribution Services Branch which provides large-scale paper forms, e-forms, publications, design and print, mass mailing, e-waste and distribution services. To lead and coordinate the research, development, and implementation of new strategies to promote and market the Branch's e-forms, print, design, publications, mass mailing, distribution and e-waste services to client ministries, agencies, and organizations. To manage the marketing and the contract management of these services, both for the services provided by the Branch, and by contacted service providers.

Key Responsibilities :

Client Services
1. Develops, fosters and manages business relationships and client service delivery for OPS ministries and agencies and external (BPS) client organizations, on behalf of the Branch, in order to establish/maintain effective business partnerships and contractual relationships by;
Liaising with senior client management to build and enhance client relationships by coordinating the identification and analysis by staff of their business needs and the marketing of the FPDS Branch?s current and new initiatives, products and services for its forms, publications, print, mass mailing, distribution and e-waste operations; coordinating the provision by staff of proposed assessments of their needs, options analysis, recommendations and costs in the context of the clients diverse/emerging business needs; leading the provision of influential advice and expertise on the best services that would suit their needs.
Coordinating the delivery by staff to clients in preparing business cases, planning documents and other submissions and in developing solutions to service delivery issues; recommending and facilitating efficiencies and cost-savings such as partnerships among clients with similar business needs, so they could potentially share/promote the use and benefits of the Branchs business solutions.
Taking a lead role in cross-branch working groups in order to promote the cost-efficient provision of these services and to facilitate clear communications between clients and Branch management in order to persuade prospective and current client organizations of the cost-benefit advantages/savings of utilizing the Branchs contracted services.
2. Coordinates the provision and delivery of forms, print and distribution services by the Branch by:
Leading and coordinating the development, facilitation, negotiation, and oversight of continuously improving the terms and conditions of the OSS Service Charter and Service Partnership Agreement for the delivery of Branch products and services; consulting with client management teams on an on-going basis on any issues/concerns they may have regarding the functioning of their contracts for the Branch?s provision of services, and on their operational feedback regarding Branch products and services. Coordinating similar types of consultations with BPS client organizations to seek operational feedback on contracted services.
Providing advice to staff in the Branch's business areas on service delivery initiatives to promote the standardization of processes and the identification of resource impacts, to clarify roles and responsibilities, and to recommend the modification and enhancement of best practices for client ministries, partners and external (BPS) client organizations.
Coordinating the identifying and resolving of systemic service delivery issues that significantly impact on the Branch's relationship with its clients; coordinating the identification of opportunities for client ministries' to achieve savings, efficiencies, and enhanced product and service usage; proactively resolving client service delivery issues. Coordinating and managing business relationships with contracted service providers. Coordinating and consulting with Legal Services Branch, IIT, Privacy and Security, Supply Chain Management to respond to changing requirements in service delivery.
Strategic Planning
3. Advises and supports Division/Branch senior management and the Branch's business areas in the planning and development of client strategies and operational plans for new and future Branch services by:
Leading the development and implementation of stakeholder engagement/consultation strategies and plans.
Developing key relationships with ministries to identify impacts from ministry RBPs/key ministry contacts on current and anticipated business support services and to provide expertise in meeting changing demands.
Leading the analysis and development of internal processes, training and procedures and making recommendations to management regarding policy changes to align with changing corporate priorities or new initiatives (e.g., greening, Information Management), including drafting related policies.
Solution Planning & Coordination
4. Coordinates and leads the negotiation of business agreements between clients and appropriate internal service/solution providers including the development of the agreements (MOU, SLA, LOU) with ministries and external client organizations, consulting between client ministries/organizations with Division/Branch to develop organizational agreements and service charter by:
Managing transformational impacts for Division/Branch, client ministries and external clients through early planning to assess scale and scope of initiative impacts across the Branch (e.g., resource requirements, applicable costs) with a scalable process to respond to size and scope of initiative.
Leading the implementation and refinement of a one window service delivery process for the client organizations, while analyzing and addressing the Division/Branch's business area linkages, interdependencies, and gaps; recommending program improvements to the Manager.
Leading the development of transparent and consistent methods/techniques for reaching cost-recoverable service decisions by staff; initiating the early identification of issues and coordinated resolutions through standard risk management practices.
Leading the analysis and evaluation of program performance for FPD Services through the collection, analysis, and benchmarking of program data, client consultations, and surveys. Developing strategies to improve program performance in consultation with Branch management, Branch business areas, and client ministries; contributing to cross-organizational initiatives.
Business Marketing & Development
5. Leads the development of marketing strategies and initiatives to promote the benefit and value of the business services offered by the Branch in order to solicit and acquire as many clients as possible within the client portfolio of ministries and other key stakeholders, including external client (BPS) organizations by:
Leading the research, identification, and analysis of opportunities for new or expanded business services and incentives; developing proposals for review by Branch management (e.g., new products, pricing, promotional offerings, incentives, new partnerships, joint ventures, changes to existing agreements, and MOUs).
Liaising with counterparts in the Ministry (e.g., Senior IIT Business Solutions Advisors, Finance Business Analysts) in order to identify potential solutions to technical and financial costing/problems encountered in determining the potential benefits for client organizations. Consulting with stakeholders, business partners (e.g., other ministries) and external partners, contractors and sources to identify, assess and manage potential and actual needs, risks, service delivery in developing business enhancing strategies.
Providing advice and technical guidance to staff on the utilization of Divisional/Branch service standard results data and service usage statistics in order to develop targeted outreach opportunities to improve service usage and outcomes. Participating on cross-branch working groups to provide Ministry operational feedback on Branch's products and services.
6. Leads and coordinates the planning, implementing, and managing of marketing initiatives, including specific marketing campaigns, strategies and projects, and facilitates approvals from Branch Management by:
Leading and coordinating the costing and roll-out logistics for approved new service ventures and initiatives, including major elements such as production, communications and marketing. Recommending to management the specifications and requirements RFPs; participating on behalf of the Branch in vendor selection with Finance Business Analysts and Supply Chain Management.
Leading and coordinating the development of tools, standards and criteria to measure marketing campaign success for management approval (e.g., focus groups, surveys, complaints). Participating in new partnership negotiations. Planning roll-out projects, and developing priorities and timelines; estimating and recommending project budgets; leading the project's formal roll-out; coordinating with Account Representatives, Communications Branch, business partners, and 3rd party service providers.
Developing project progress milestones for approval; allocating work to assigned staff or consultants; training team members; monitoring and reporting on performance and progress to management; resolving difficult issues or referring them to Manager with recommendations for discussion.
Internal & External Liaison
7. Serves as an inter-Division and inter-Ministry liaison by:
Participating in regular Divisional/Branch management team meetings in order to gain in-depth understanding of Divisional priorities, new products and services, operational/business concerns and to provide stakeholder feedback/input to ensure products and services will meet client expectations/needs.
Providing advice and expertise to Branch senior management to facilitate their interaction with critical clients such as Service Managers, Regional Councils, and CAO forums. Providing leadership on projects and to Branch business areas in the coordination of delegations and special stakeholder meetings. Serving as liaison for external delegations; coordinating Branch's business interactions with other jurisdictions. Representing the Division and the Branch to clients.
Other duties: the Manager has the authority to assign additional duties.

Knowledge / Skill :

Knowledge of and/or skills in:
Principles, methods, techniques, and business processes for forms, publications, print, distribution services, and mass mailing, and e-waste business environments (e.g.; publishing, e-forms, printed forms, printing, distribution, customer base, service providers) in order to develop, foster and manage business relationships for the provision of such business services to OPS ministries and agencies and Broader Public Sector (BPS) client organizations on behalf of the Branch
Contemporary service-oriented business development principles and methods, and related policies, priorities, practices and decision-making structures, using accepted research, performance benchmarking techniques, in order to lead the provision of client group needs assessment, as well as program performance analysis and evaluation.
OPS/Ministry priorities and directions for service delivery, trends in the business development and marketing fields (e.g., customer-centred service, ecommerce), in order to lead the development of marketing strategies and initiatives to promote the benefit and value of the business services offered by the Branch.
OPS business marketing principles, methods and techniques in order to lead and coordinate the development of marketing strategies and initiatives to promote the benefit and value of the business services offered by the Branch, as well as to solicit and acquire new client organizations, and expand the services used by current clients.
Current trends in printing, and publishing, including e-publishing and e-commerce, e-channel delivery, document management in order to advise Division/Branch senior management on the planning and development of client strategies and operational plans for new and future Branch services.
OPS/Ministry general administration policies and procedures (e.g., budgeting and financial administration) in order to evaluate clients financial/budgetary data, and to lead the identification by staff of opportunities for client ministries' savings/efficiencies and enhanced product and service usage, and persuading the clients to use the Branchs services.
OPS/Ministry information and forms-related policies, directives, and standards (e.g. I&IT, FIPPA, AODA, FLSA, forms policy, etc.) as well as OPS security and privacy requirements such as Threat Risk Assessments and Privacy Impact Assessments in order to provide leadership and expertise in coordinating the development, facilitation, negotiation, and oversight of the terms and conditions of the Service Charter and Service Partnership Agreement for delivery of Branch products and services.
OPS procurement and contract management policies and practices including vendor of record management, development of RFPs, vendor contract and relationship management, dispute resolution and issues escalation in order to manage relationships with contracted service providers, establish specifications and requirements for RFPs, and participate in the vendor selection process with corporate branches.
Analytical skills, including research, qualitative and quantitative analysis, and evaluation skills, in order to assess environmental challenges, and to develop marketing and business development recommendations to own management and to client ministries (e.g., new ventures, pricing changes), and to provide advice (e.g., on impacts).
Leadership, planning, and marketing skills in order to lead the planning and development of targeted marketing strategies, related program and policy development, and to manage relationships at multiple levels (e.g., Ministry business counterparts, stakeholders, vendors, business partners and BPS clients).
Logistical, planning, problem-solving, and work management skills, including decisiveness and results-orientation, are required to develop and implement complex, multi-faceted strategic program development recommendations and to lead the development and implementation of marketing initiatives.
Marketing, creativity, and innovation skills are required to lead the development of cost-effective marketing strategies and initiatives that would attract new client organizations and expand the usage of FPD services by existing clients.
Written and oral communications skills (e.g., explanatory, client relations, writing skills), in order to develop business and technical requirement documents, briefing notes, MOUs/SPAs, RFPs, business cases option analysis, project charters, project plans, surveys, benchmarking, reports, policies, and procedures.
Leadership, project management, and coordination skills to provide leadership on projects and to Branch business areas in the coordination of delegations and special stakeholder meetings.

Interpersonal / Influencing Skill :

Interpersonal and influencing skills to counsel and advise client senior managers on the options available from the FPDS Branch that could meet their business needs, and to provide influential guidance and expertise on the best services that would both meet their needs, and result in lower costs and better service delivery. Influencing skills are required as well as to provide business analysis advice and recommendations to management, and to explain technical and business/financial data and analyses to non-technical personnel, such as clients project teams.
Influencing and negotiation skills to coordinate and lead the negotiation of business agreements between clients and appropriate internal service/solution providers including the development of the agreements (MOU, SLA, LOU) with ministries and external client organizations, which can be challenging to negotiate due to the high value of the contracts and where the parties have different viewpoints and expectations.
Consultation and communication skills to build and enhance client relationships with management teams in OPS ministries, and the Broader Public Sector, and to lead the identification and management by staff of their needs and business area requirements.
Presentation, training and liaison skills to lead the development of technical presentations to client organizations, and to present technical recommendations to their senior management.
Interpersonal communication skills and make complex, statistically-oriented presentations to senior staff, to liaise with senior representatives of client ministries, and to facilitate business information acquisition from Ministrys program delivery branches.
Consultation skills to seek input and advice on business marketing strategies and initiatives from Ministry managers and staff.
Persuasion skills to elicit cooperation from Ministry management to obtain release of sensitive information, such as their transactional services expectations, and their business planning needs.

Analyzing / Problem Solving Skill :

Analyzing and problem solving skills to:
Leading the analysis and evaluation of program performance for FPD Services through the collection, analysis, and benchmarking of program data, client consultations, and surveys.
Leading the analysis and development of internal processes, training and procedures and making recommendations to management regarding policy changes to align with changing corporate priorities or new initiatives (e.g., greening, Information Management), including drafting related policies with only very general guidelines available.
Leading the research, identification, and analysis of opportunities for new or expanded business services and incentives; utilizing problem-solving skills to develop proposals for review by Branch management that would expand the services available to clients at marketable cost-benefit levels (e.g., new products, pricing, promotional offerings, incentives, changes to existing agreements), where there is only a very general frame of reference as the emphasis is on creativity.
Coordinating the analysis by staff of client organizations? business service needs, including options analysis, in order to develop effective recommendations and pricing/costs for the clients; developing and analyzing innovative options to meet client management needs, and advising management on the best option.
Leading the development and coordination of the production of creative materials for marketing and business development initiatives that are presented to client ministries, partnering organization, and external (e.g., BPS) client organizations in order to promote contractual agreements with the Division/Branch for the provision of large-scale services.

Decision Making / Responsibility :

Responsible for:
Developing, fostering, and managing business relationships and client service delivery for OPS ministries and agencies and external (BPS) client organizations, on behalf of the Branch, in order to establish/maintain effective business partnerships and contractual relationships by liaising with senior client management to coordinate the identification and analysis by staff of their business needs and the marketing of the FPDS Branchs current and new initiatives, products and services.
Coordinates the provision and delivery of forms, print and distribution services by the Branch by leading and coordinating the development, facilitation, negotiation, and oversight of continuously improving the terms and conditions of the OSS Service Charter and Service Partnership Agreement for the delivery of Branch products and services, including consulting with client management teams on any issues/concerns they may have regarding the functioning of their contracts for the Branch?s provision of services.
Providing advice to staff in the Branch's business areas on service delivery initiatives to promote the standardization of processes and the identification of resource impacts, to clarify roles and responsibilities, and to recommend the modification and enhancement of best practices for client ministries, partners and external (BPS) client organizations.
Coordinating and leading the negotiation of business agreements between clients and appropriate internal service/solution providers including the development of the agreements (MOU, SLA, LOU) with ministries and external client organizations, as well as consulting between client ministries/organizations with Division/Branch to develop organizational agreements and service charter.
Leading the development of marketing strategies and initiatives to promote the benefit and value of the business services offered by the Branch in order to solicit and acquire as new clients within the client portfolio of ministries and other key stakeholders, including external client (BPS) organizations, which provides latitude to modify Branchs existing services where workable in order to attract the new clients and meet their needs,
which benefits the Branchs revenues.
Has latitude to: make decisions in the absence of well-defined parameters or precedent; scope of program accountability is Province-wide. Develops materials for management that are utilized in the preparation of key business planning proposals and client business submissions.
Decisions are guided by: Government/OPS principles and practices, directives, guidelines and Ministry corporate policies and may affect the efficacy of Ministry reports and business services planning projections.

Contacts / Stakeholder :

Daily contacts with Divisional and Branch managers and analysts to provide business development/marketing advice, make recommendations, lead the planning and implementation of program research and marketing initiatives, coordinate business operations, provide recommendations and propose management approvals.
Frequent contacts with existing and potential OPS business partners, customers and stakeholders to lead staff in identifying client needs, providing guidance and advice to clients and prospective clients, as well as to provide expertise and recommendations, market ideas and opportunities, and coordinate marketing projects; coordinating and resolving potentially. Frequently with counterparts and management in other MGS branches to seek/exchange sensitive business information, and coordinate business development project planning and implementation.
Frequent contact with external clients, other customers, business partners and stakeholders to provide leadership in the identifying of their needs and issues, to undertake a leading role in negotiations, and develop marketing initiatives that would attract clients to the Branchs new programs and services. Frequent contact with contracted 3rd party goods and/or service providers and others in the field to coordinate and manage contracted services.

Guidance / Supervision :

Provides technical direction to staff in the unit by coordinating the identification and analysis by staff of the clients? business needs and their provision to clients of pertinent information on the FPDS Branch?s current and new initiatives, products and services for its forms, publications, print, mass mailing, distribution and e-waste operations. Provides technical direction to project staff and external service providers.
Provides advice and technical guidance to staff in the Branch's business areas on service delivery initiatives to promote the standardization of processes and the identification of resource impacts, to clarify roles and responsibilities, and to promote the development of best practices for client ministries, partners and external (BPS) client organizations.

Demands / Pressures :

Work Demands :

Frequent requirement to respond to tight timelines and requests for management reports and advice. Frequent requirement to balance many competing priorities of various client organizations and marketing strategies/analyses at different stages of completion.

Mental / Sensory :

Concentration is required when analyzing, interpreting, and synthesizing information from a variety of sources in order to develop statistics related to client business analysis and business/marketing planning.

Conditions / Environment :

Work is performed in a typical office environment.