Apply By: Tuesday, April 17, 2018 11:59 pm EDT
Competition Status: Position Filled

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Ministry of Government and Consumer Services
Customer Care Division, ServiceOntario
North Bay, Sault Ste. Marie, Sudbury, Thunder Bay
Job Term:
1 Permanent
Job Code:
XEXE2 - Executive 2
$130,930.00 - $164,930.00 Per Year
Posting Status:
Open Targeted
Job ID:
Are you an executive leader with proven skills working in a large-scale front-line service delivery to customers? Are you passionate about influencing the delivery of critical government services to Ontarians as part of a culture promoting customer service excellence? If so, consider this opportunity as a senior leader within ServiceOntario to make a difference in the lives of the people of Ontario. As Director, you will develop the plan to deliver customer service excellence to customers across the Northern region. You will communicate ServiceOntario's strategic vision and provide support to retail offices by empowering manager teams to deliver excellent customer service that meet the specific needs of the community.

ServiceOntario's vision is Government made better through service excellence and innovation. The Customer Care Division manages over 30 million customer interactions per year and includes 1,200 staff, 200 private service providers and 8 contact centres across Ontario.

What can I expect to do in this role?

• Lead the implementation of day-to-day operations that provide front-line customer service to Service Ontario retail offices located in Northern Ontario from Thunder Bay to Sudbury to Sault Ste. Marie.
• Lead timely delivery of programs, projects and services through engagement, resource planning and prioritizing
• Propose innovative solutions as part of a commitment to continuous improvement of the customer experience as well as the employee experience
• Collaborate with a variety of business partners and jurisdictions to design short and long-term business plans in support of ServiceOntario's mandate.
• Foster a high performing organizational culture with thriving employee engagement and inclusive leadership.

How do I qualify?


• You are an experienced senior executive who has directed front-line service delivery to customers (such as large-scale call centres or large-scale retail sales & service operations).
• You have demonstrated experience in leading operational businesses and teams with a decentralized and geographically dispersed workforce.
• You have demonstrated ability to manage, motivate and inspire large teams of professionals to achieve exceptional customer service.
• You have experience in developing a customer-focused organizational culture, which reflects inclusive leadership, coaching and continuous learning.
• You have the ability to forecast trends and patterns in customer expectations that will inform effective and timely business transformation initiatives.
• You have exceptional communication skills to direct staff, influence senior leaders and positively represent the provincial government.
• You have a proven track record of delivering exceptional customer service and influencing successful business transformation initiatives.

Stakeholder Management/Customer Service

• You can build and sustain positive working relationships with colleagues and partners across both individual business areas and the organization as a whole.
• You have proven success in issues management and addressing public complaints in a professional and collaborative manner.
• You have proven success in building and maintaining partnership with external partners and service providers.
• You have demonstrated experience applying consultative skills to develop positive dialogue with key stakeholders.

Job Specific

• You have demonstrated knowledge of customer service standards, strategies, processes, trends and associated advancements in service delivery processes.
• You have successfully led service enhancement and service integration programs and projects.
• You have proven skills to manage and guide staff in the delivery of exceptional customer services to meet the needs of clients.

Additional Information:

  • 1 Permanent, Sudbury, North Region or Thunder Bay, North Region or Sault Ste. Marie, North Region or North Bay, North Region
Compensation Group:
Posted on:
Tuesday, April 3, 2018
  • The work location can be flexible to anywhere in the Northern Region.

    Interviews to commence in May.
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.
Remember: The deadline to apply is Tuesday, April 17, 2018 11:59 pm EDT. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.

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