Manager, Client Services

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About the job

Leads and manages the Client Services team to provide ad-hoc reporting and analytic services to CBIA's internal and external clients.

Implements client engagement strategy in support of business operations and corporate information needs for evidence-based decision making.

Develops and maintains communication linkages and relationships both internally with other teams and with external stakeholders to advance the division/branch mandates.

Provides business and technical knowledge and expertise to direct/indirect reports and key clients as well as collaborate with CBIA management on the planning, development and delivery of information management solutions to the enterprise.

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What you bring to the team

Mandatory requirements

1. Education (Level and Specialty / Discipline):
• Master's degree in mathematics, science, computer science, economics, engineering or business

2. Experience (Years of Related Experience and Type of Experience):
• 3-5 years management experience, leading multiple teams with leads, highly developed influencing all levels of management, negotiation and problem-solving skills

3. Technical or Professional Qualifications or Certifications / Designations:
• Certification in Programming e.g. SQL, VBA, SAS, Cognos

General Management:

Plans, manages and controls the activities of the unit which includes annual planning of projects and priorities, identifying resource requirements, allocating work, recruiting, establishing performance objectives, conducting performance reviews and setting staff objectives, and providing guidance and feedback to staff. This includes:

• Assist the CBIA management team in advancing CBIA's Information Management and Analytics Program
• Providing data and technical expertise and direction to staff when required
• Coaching, mentoring and developing direct reports to enhance staff performance, skills and knowledge
• Identifying and addressing obstacles or blockers, inefficiencies and other issues effecting service excellence
• Identify opportunities to augment BA Branch reporting and analyticial capabilities through increased automation, streamlining and implementing new and innovative solutions
• Participating as a member of the Branch's management team in the development of branch goals/objectives in support of the divisional and corporate strategic direction
• Acting as designate for the Assistant Director when required.
Client Engagement (including analytical education & training):
• Responsible for managing effective client engagements with internal (WSIB) and external (including MOL, CPO and HSA) stakeholders
• Implements the client engagement strategy. This includes the annual plan of mapping out the different stages (1) thinking strategically about engagement (2) taking time to analyze and plan the engagement (3) maintaining and strengthening the capacities and infrastructure needed to engage effectively (4) engaging with stakeholders in ways that work and (5) taking action and reviewing the engagement
• Respond and execute on clients reporting and analytic needs
• Provide consultation, advice and recommendations to BA Branch clients on their business analytic needs
• Act as a primary contact for the intake of inquiries to CBIA from internal and external stakeholders
• Develops and implements training and education programs for staff and clients on business analytics
• Lead client scoping sessions and analytical forums with internal and external clients

Ad Hoc Data Provision:

• Manages team in the timely delivery of ad hoc data requests and the triage process when required. This includes the requests from both internal and external clients, data required for FOIs, research agreements, policy initiatives and predictive modeling, as well as for the Chair's and President's office
• Provides guidance to CBIA staff and sign-off on relevant data, documentation, interpretation and analysis of the data when required
• Provide consultation, advice and recommendations to internal and external clients on their ad hoc and analytic data needs
• Handles client inquiries related to documentation and data interpretation
• Responsible for continuous improvement of the ad hoc data request process, services, protocols and strategies to ensure consistent, comprehensive and timely coordination, execution and response to internal and external information requests
• Executes senior leaders' recommendation on WSIB data and interpretation appropriate for external release including open data consumption
• Supports the delivery of other CBIA reports with interpretation (where applicable) internal clients to support business operations across the enterprise

Analytical Consulting:

• Collaborate with CBIA management in supporting the BI needs of business areas across the organization and makes recommendations on new analytical solutions that assist the business with making evidence-based decisions, and contribute to the on-going advancement of WSIB's BI Strategy
• Leads and conducts reporting and analytic gap assessments for the business and executes on recommendations
• Attends advisory committees as assigned and participate in projects and initiatives as assigned
• Provides expert knowledge and consultation in the design and development of new IM products (when required) to meet client needs, including the data visualization and enhancements to existing and new analytical products e.g. self-service reports, scorecards and dashboards
• Provide expert advice on data analytics required for grant proposals or Freedom of Information requests

Issue and Risk Management:

• Identifies and assesses emerging or contentious operational issues related to IM projects, their potential risks and impacts on the Branch's and divisional strategic mandate and operational goals/objectives
• Ensures the use of standardized business systems and effective cross-divisional communication/linkages that involve common issues; develops, recommends and implements innovative options and proactive solutions for problem resolution

Financial Management:

• Develops and administers unit operating budget, authorizes expenditures and reports on variances from approved plan. Recommends expenditures outside budget for Director's approval

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Additional information:

Note:

• This posting is for an organization that is not a part of the Ontario Public Service. The information and tips on the Ontario Public Service Careers website may not apply to this posting. Please use the contact information below to contact the organization directly if you have questions.

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Language requirements and assessment:
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