Vice President – Policy, Programs and Dispute Resolution

Aug 15, 2024

Position Title: Vice President – Policy, Programs and Dispute Resolution

Reports To: Chief Executive Officer & Registrar

Job Location: Toronto, Ontario

Date: Until a suitable candidate is selected

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 embrace 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 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 and Administrative Agreement with the Minister of Public and Business Service Delivery and Procurement. The seven-member board of directors provide 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.
• OurMission: Engage and empower Ontario’s condominium communities with information, education, and dispute resolution
• CorporateValues: 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.

We are seeking like-minded, qualified individuals to join our team in the role of Vice President, Policy, Programs and Dispute Resolution.

Reporting to the Chief Executive Officer & Registrar, the Vice President, Policy, Programs, and Dispute Resolution is a key member of the executive team with overall responsibility for providing enabling leadership and oversight of CAO’s policy, program, and dispute resolution services in alignment with CAO’s strategic objectives and business priorities.

Policy, Program and Dispute Resolution Leadership

• Work with the executive leadership team to develop CAO’s strategic agenda and priorities, business plans, resource plan, including the development, implementation and evaluation of the organization’s vision, goals and business performance
• Provide strategic guidance and sets strategic operational priorities to ensure timely, user-friendly, accurate, accessible, and relevant policy, programs, and dispute resolution services to condo communities across Ontario and to support the effective and efficient operations of the department.
• Oversee the CAO’s policy function including research and public consultation initiatives to inform best practices in condominium governance and operations and support condominium living in Ontario
• Identify emerging condo-related issues and present analysis of potential solutions for consideration
• Oversee the development of policy materials, including guides for the condominium sector, briefing/decision notes, submissions to government, presentation decks or other materials
• Define business and program requirements to ensurethe strategic use of information technology, and information management, in support of CAO’s high-quality, integrated digital services
• Ensure effective collaboration and alignment with the CAO’s technology and operations department to ensure the timely delivery of CAO’s digital service program enhancements and new service offerings
• Oversee the development and ongoing enhancement of trainingandreferencematerials on the Condominium Act, 1998 and regulations, and other training resources to ensure staff are well equipped with the knowledge required to support condominium communities and help resolve issues and disputes
• Oversee the provision of dispute resolution information, tools and services to empower parties to resolve issues early on their own to avoid escalation
• Oversee enhancement and promotion of Condo Authority Tribunal (CAT) educational resources and online solution to support parties to cases and clients, with attention to ensuring supports for those who may not have legal representation at Tribunal proceedings
• Drive research and analysis to identify and explore potential expansion of dispute resolution services for disputes that are not within the CAT’s jurisdiction

Strategic and Organizational Leadership

• Collaborate with the CEO and other members of the executive team and project management teams to develop and implement multiple, concurrent policy, program, and dispute resolution projects including responding to demands for enhancements to CAO’s services
• Establish and refine 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
• Promote a culture which respects equity, inclusion, diversity and anti-racism and encourages all employees to work together to achieve results and contribute to a healthy, rewarding and productive hybrid work environment
• In collaboration with executive and management team colleagues, develop and implement a variety of people initiatives to ensure high performance of staff
• Represent the organization through participation in special projects, task forces, policy forums and conferences.
• Foster effective client engagement and builds and maintains critical relationships with partners and stakeholders
• Support the Board and attend Board committees, making presentations and seeking strategic guidance on department initiatives in support of the organization’s strategic plan and business plan priorities.

• Post-secondary degree in policy, 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 a regulatory, consumer services, policy, legal administration or quasi-judicial environment
• Strategic thinker with strong results orientation and proactive and innovative mindset
• Knowledge (or demonstrated ability to gain proficiency) of theCondominium Act, 1998and its regulations, as well as other legislation, issues and resources related to condominium living in Ontario
• Understanding of government-administrative authority relationship and policy development process.
• An understanding and commitment to the Condominium Authority’s mandate and digital first service delivery model
• Working knowledge of alternative dispute resolution practices
• Proven ability to build strong relationships and collaborate at all levels of the organization
• Demonstrated commitment to consumer protection and customer service excellence in a detail oriented, digital, time-sensitive environment
• Ability to champion and adapt to changes, re-set priorities, and manage multiple deliverables within strict timeframes.
• 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
• Excellent communication and interpersonal skills with the ability to diplomatically and effectively communicate with staff, stakeholders, partners, and the public
• Proven results in leading the development and implementation of multiple projects and high-profile initiatives within strict timeframes and an understanding of product development, digital processes and project management tools; experience with scrum/agile practices would be an asset
• Strong people leadership skills with the ability to inspire, mentor, coach, empower and motivate high performing teams

• CAO values in-person collaboration and we observe a hybrid working model and only those interested and comfortable in collaborating in person 3 days a week (Tuesdays, Wednesdays, and Thursdays) need apply.

We thank everyone for their interest in joining our dynamic team. Due to volume of applications received, 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.