Manager

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At ServiceOntario, our business is customer service. In every interaction, we want “to meet or exceed customer expectations with our service, solutions, leadership and people … every time!”, and we consistently search for innovative and cost effective ways to meet the changing needs of our customers.

We are looking an experienced leader with strong business experience, people skills and a passion for employee engagement to join our team! Are you a dynamic leader who can inspire staff to perform in a fast-paced environment and drive operational effectiveness and program integrity? Then why not consider this opportunity with ServiceOntario's East Retail Offices Branch.

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About the job

You will:

• Manage and mentor a team of individuals with diverse backgrounds in a multi-faceted, high volume and secure production environment
• Maximize employee engagement, empowerment and team morale by providing constructive, evidence-based feedback groups to improve performance and promote customer-focused thinking
• Lead/participate in “people” initiatives designed to improve team moral and engagement
• Manage and optimize staff performance by setting performance objectives, accountabilities and goals and provide quality coaching and performance management
• Support succession planning by identifying candidates for advancement
• Establish and maintain operational, budgetary and performance controls
• Collaborate with the management team to raise critical issues, support the planning process, and develop responses
• Participate in the risk management process by identifying areas of vulnerability, recommending mitigating strategies and implementing remedial measures
• Effectively manage staff to develop and execute tactical plans and strategies that enhance operational and performance targets
• Develop stakeholder relationships to enhance awareness of service delivery and operational strategies, gain ministerial support and collaboration on projects and influence policy

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What you bring to the team

Management and Leadership

• You demonstrate leadership, coaching and management skills to effectively manage staff, financial resources, projects and office operations
• You can foster an inclusive environment to support and strengthen employee engagement and promote innovation and creativity in a team environment
• You have experience leading teams by setting clear goals, providing consistent feedback and setting developmental plans
• You have knowledge and experience in leading large change initiatives

Program Delivery Knowledge

• You have knowledge of and experience with program effectiveness analysis and operational and strategic planning
• You have knowledge of recognized service delivery principles in customer service, processes, trends and best practices in customer service to ensure that service delivery systems meet the needs of our customers
• You are able to interpret and apply relevant legislation, polices, practices and procedures (i.e. Collective Agreement, Freedom of Information, Health Insurance Act etc.)
• You have knowledge of human resources and labour relations management policies
• You have knowledge of financial management principles and practices to administer budgets, manage resources and procurement

Communication and Relationship Management

• You have excellent oral/written communication and relationship management skills to manage relationships with internal/external clients and provide expert advice
• You can build and maintain relationships across the organization and with external stakeholders to enhance awareness of service delivery
• You have excellent conflict resolution, negotiation and influencing skills
• You demonstrate analytical and problem solving skills and have experience responding to politically sensitive, contentious and confidential issues
• You have planning, organizational and project management skills
• You demonstrate integrity, judgment and tact when managing issues
• You can prepare briefing notes and a variety of correspondence

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Additional information:

Note:

• In accordance with the Ontario Public Service Employment Screening Checks Policy, the top candidate(s) may be required to undergo a security screening check. Please refer to the Additional Information / Address section above to determine the screening checks that are required for this position.
  
  You will be responsible for obtaining the criminal record check at your own expense and provide it, along with your written consent, to the Transition and Security Office (TSO), HR Service Delivery Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional screening checks as indicated in the Additional Information / Address section above that were not obtained directly by you. (Note: If a Vulnerable Sector Screening/Check is required, it must also be obtained in person at your local police service.)
  
  A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Screening check records will be maintained by the TSO and kept strictly confidential.
• C-MG-105790/17

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Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.