Chief Communications and Service Experience Officer

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The Alcohol and Gaming Commission of Ontario (AGCO) is a world leader in regulating commercial and charitable gaming, lottery, sale and service of liquor, horse racing and cannabis retail. The AGCO's mandate focuses on ensuring that the regulated industries operate with honesty, integrity and in the public interest. The AGCO is a progressive and modern regulator using a Risk, Standards and Outcome-Based approach, which provides our regulated industries flexibility to manage and focus on their businesses and changes in market demands while ensuring effective regulation.
The AGCO is a dynamic, inclusive employer providing a progressive, learning and coaching culture environment with a focus and priority on its people. AGCO has a culture of accountability and trust, with a focus on empowering its people and fostering growth. AGCO's People First approach is about shaping and transforming the AGCO into a progressive employer for the 21st century, with a focus on individuals, leadership, culture, being nimble, responsive, flexible and outcomes-based to support a modern regulator. The AGCO's values include respect, innovation, accountability and integrity.

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About the job

AGCO is looking for a Chief Communications and Service Experience Officer (CC&SEO) to lead and manage the Communications and Service Experience Division, including all external communications, employee communications, service design, complaints/inquiries management, and the contact centre. Reporting to the CEO as a key dynamic leader and trusted advisor of the AGCO's C-Suite team, you will provide overall strategic direction, advice and oversight for the design, development, and support of long-term communications strategy that fulfill and respond to the needs of the AGCO, as well as developing of the service excellence strategy, designed from a customer experience perspective – in order to achieve the AGCO's vision and strategic goals: Modern Regulator, Service Excellence and People First. The CC&SEO will be responsible for the management of strategic internal and external communications as it relates to AGCO's brand and reputation. The CC&SEO will ensure the AGCO's customer service standards are developed in a customer-centric manner maximizing service delivery. The role demands that the CC&SEO possess highly developed political acuity to influence decision makers within the government/political environment to ensure positive outcomes for the AGCO.

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What you bring to the team

Mandatory requirements

You possess exceptional leadership and communication skills with the ability to work in partnership and collaboratively with all levels of internal and external stakeholders. You are flexible, with the ability to adapt, respond quickly to new trends, changes and the needs of the AGCO, its people, and the industries it regulates. You work effectively in a fast-paced, complex, and ever-changing environment. You are a collaborator and change agent and possess the skills and ability to build internal and external relationships, along with demonstrated experience advising and influencing colleagues. You think innovatively, critically and analyze communication and customer experience trends. You have the ability for insightful and sound decision making in ambiguous and complex situations and environments.

You have post-secondary education in a relevant field and/or equivalent progressive senior-executive experience working in Communication, Service excellence, Customer Experience, or other related fields in the public or private sector.

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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.
• In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.
  
  Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Talent Acquisition Branch (TAB), HR Service Delivery Division (HRSDD) to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.
  
  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 employment 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 employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.

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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.

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.

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