Vice President, Information, Education

About Us:

The Condominium Authority of Ontario (CAO) is a dynamic, digital organization that supports the province's rapidly evolving condominium sector with information, education and dispute resolution services.

We value innovation, collaboration, creativity, a get-it-done mindset and embracing modern, agile/scrum IT development methodologies and client-focused solutions. Our staff have told us that CAO’s culture embraces diversity and provides a collaborative environment where they can learn, grow and thrive. We are committed to staff well-being and work-life balance, and offer competitive compensation, health benefits, pension matching and a hybrid work environment. Our office is in the heart of Toronto’s bustling financial district.

The CAO is a delegated administrative authority that supports condo living and enhances consumer protection by providing services and resources that reach all condo communities across Ontario. We are accountable to the government through an Administrative Agreement with the Minister of Public and Business Service Delivery and Procurement. The seven-member board of directors provides strategic guidance and oversight of the organization.

We are an organization driven by our vision, mission and values:

• Our Vision: Strong and vibrant condominium communities in Ontario.
• Our Mission: Engage and empower Ontario’s condominium communities with information, education, and dispute resolution
• Corporate Values: Innovation, trust, teamwork, value for money, integrity, fairness
• Team Values: Respect, trust, diversity, collaboration, leadership

We value flexibility and have adopted a hybrid work model whereby employees use a combination of working remotely 2 days a week and in the office for 3 days.

Purpose of Position

As part of the executive leadership team, and reporting to the Chief Executive Officer, the Vice President, Consumer Protection provides enabling leadership and oversight of CAO’s information and educational services, data management and analytics, and compliance functions in alignment and to achieve CAO’s strategic objectives and business priorities.

If interested please apply by October 4, 2024 3:00 pm.

Key responsibilities

STRATEGIC LEADERSHIP

• As a member of the executive leadership team, participates in the development of CAO’s strategic plan and priorities, business plans, resource plan, including the development, implementation and evaluation of the organization’s vision, goals and business performance.
• Provides strategic guidance and sets strategic operational priorities for the department to ensure timely, user-friendly, accurate, accessible, and relevant information, education, data management and compliance to engage and empower Ontario’s condominium communities
• Oversees the overall operations of the department including development of operational policies and procedures, workplans, key performance indicators and monitors routinely
• Identify emerging condo-related issues and presenting analysis of potential solutions for consideration
• Collaborates with the CEO and other members of the executive and management teams, as well as cross-functional project teams to develop and implement multiple, concurrent information, education, data management and compliance projects and initiatives to enhance consumer protection
• Represents the organization as needed through participation in special projects, task forces, forums and conferences.
• Fosters effective client engagement and build and maintain critical relationships with partners and stakeholdersSupports the Board and board committees by presenting briefing materials for discussion and decision.

INFORMATION AND EDUCATION SERVICES

• Establishes and implements the overall strategy and direction for the provision of information services through the contact centre to ensure timely, efficient and effective services to condominium community clients and the public,
• Identifies emerging condo-related issues, changing public/condo sector expectations, demand for service enhancements and legislative or regulatory changes
• Oversees the collection of client feedback data related to CAO's information and client services to inform the development and enhancement of high-quality information services through multiple channels (e.g. website content, contact centre knowledge base and other tools, etc.).
• Provides strategic direction for the development and implementation of CAO’s mandatory director training program to meet legislated requirements and to address valuable feedback from the condo sector
• Oversees the ongoing assessment and continuous improvement of director training competency framework, learning content and the LMS solution to ensure client focused navigation and functionality

DATA MANAGEMENT, ANALYTICS AND BUSINESS INTELLIGNCE

• Oversees the overall enterprise and data and information strategy including a data governance framework, data management, data warehouse requirements, advanced analytics and data accuracy/quality standards
• Fosters data-driven culture by establishing initiatives to build data literacy and data driven business decisions across the organization
• Provides leadership and champions the use of data technologies, big data and machine learning/artificial intelligence capabilities to drive business improvements and efficiencies, and to identify/predict trends in the condo sector.
• Leads the development and implementation of policies and procedures for ensuring the quality and integrity of the data collected from condominium corporations and the information services staff to support business intelligence and data analytics capabilities and informed decision-making.
• Drives collaboration across the organization and operations and technology teams to drive innovation and utilization of next generation reporting and analytics solutions

COMPLIANCE

• Oversees the provision of compliance functions to ensure that condominium corporations’ regulatory requirements, including condo filings, assessment fee payments, director training, public registry information, etc. are met
• Leads the development and implementation of outreach strategies to condo corporations and condominium boards to build knowledge and understanding of condominium act compliance requirements; providing information and direction as needed to assist them in meeting their legal obligations under the Condo Act.
• Leads the development and implementation of processes and criteria related to CAO’s Compliance Policy, including issuing of Registrar’s Certificates and Compliance Orders, and pursuing Provincial Offences as appropriate.
• Establishes policies and procedures related to condominium corporations’ compliance requirements related to condominium filings and completion of the mandatory director training
• Provides direction for data integrity and/ or non-compliance issues, incidents or developing trends of concern that may require consideration for further corrective action

PEOPLE AND ORGANIZATIONAL LEADERSHIP

• Establishes and monitors the structure and team accountabilities within the department to strengthen linkages within the team and across the organization to drive effective collaboration and service delivery
• Promotes a culture which respects CAO’s values and equity, inclusion, diversity and anti-racism and encourages all employees to work together to achieve results and contribute to a healthy, rewarding and productive work environment.
• Develops and/or implements a variety of people initiatives to develop team members and ensure high performance of staff
• Manages all aspects of people management for direct reports including recruitment, orientation, coaching, mentoring, conflict resolution, performance management and learning and development
• Monitors and manages all relevant department budgets and resources, ensuring financial accountability
• Demonstrate commitment to the effectiveness of CAO’s hybrid working model (2 days remote working/3 days in office).

Qualifications

Skills and Knowledge

• Strategic thinker with strong results orientation and proactive and innovative mindset
• Knowledge (or demonstrated ability to gain proficiency) of the Condominium Act, 1998 and its regulations, as well as other legislation, issues and resources related to condominium living in Ontario.
• An understanding and commitment to the Condominium Authority’s mandate and digital first service delivery model
• Experience in promoting and ensuring consumer protection, compliance with legal requirements, and customer service excellence
• Working knowledge of data, information management concepts, theories and best practices
• Proven ability to build strong relationships and collaborate at all levels of the organization
• Excellent communication and interpersonal skills with the ability to diplomatically and effectively communicate with staff, stakeholders, partners, and the public
• Sound judgement and discretion and political acuity in dealing with confidential matters
• Effective facilitation, negotiation, and conflict resolution abilities to manage complex relationships and develop and build consensus on initiatives
• Demonstrated analytical, research, evaluation, problem solving, organizational and time management skills in a complex and collaborative environment
• Ability to champion and adapt to changes, re-set priorities, and manage multiple deliverables within strict timeframes.
• Strong people leadership skills with the ability to inspire, mentor, coach, empower and motivate high performing teams

Education and Experience

• Post-secondary degree business administration, public administration, law, regulatory affairs or related field
• 10+ years of relevant leadership experience in the not-for-profit or public sector or equivalent combination of education and experience
• Experience in consumer protection/consumer services or regulatory environment is an asset.

Direct Functions

This position has the following direct functions:

• Information & Education Services
• Data Analytics & Compliance

Disclaimer

We thank everyone for their interest in joining our dynamic team, but due to the volume of applications only those qualified will be contacted.

CAO is an equal opportunity employer, encouraging workplace diversity. All qualified individuals will be considered without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, marital status or any other characteristic protected by law.

CAO welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. You can email CAOhumanresources@condoauthorityontario.ca for any request.