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Manager, Investigations
3 months ago
Job Requisition Id: 178055
Business Function: Various
Primary City: Ottawa
Other Location(s):Opportunity of hybrid partial work
Province: Ontario
Employment Type: Full-Time
Employment Status: Permanent
Language Requirement: English Essential
Employee Class and Level: CPMGA02
Number of Vacancies 1
Job Closing Date (MM/DD/YYYY): 03/05/2024
The Manager, Investigations conducts thorough investigations of customer appeals in a confidential, impartial and timely manner and adheres to the Office of the Ombudsman’s investigative standards. This role is critical towards confirming Canada Post’s compliance with existing policies, practices and procedures and enabling a further channel for a fair resolution of customer cases. By ensuring procedural fairness and recommending equitable remediation where applicable, this role ultimately compliments Canada Post’s commitment to quality and a good customer experience. In seeking the root cause of issues under appeal and by offering recommendations for Ombudsman provision to Canada Post, this role supports the identification of trends along with preventative and mitigating measures to improve Canada Post’s service by leveraging the value of appeals as learning opportunities.
**Responsibilities**:
Below are the main job requirements and responsibilities for the Manager, Investigations:
- Analyzes customer appeal files, contacts the customers to clarify their appeals, prepares an investigative plan for each appeal, completes an investigation through the assembly of relevant facts and evidence, summarizes each investigation, provides appropriate recommendations on the course of action required, and writes the final communication to the customer with the investigative results.
- Apprises the Director, Investigations of particularly complex or sensitive cases requiring the Ombudsman’s intervention. Prepares factual documentation of the findings, proposes specific courses of action and presents them to the Ombudsman at case reviews.
- As required, conducts on-site inspections and facilitates meetings between customers and local Canada Post authorities for investigative purposes. Makes formal presentations to Canada Post policy owners about potential areas for improvement, representing the Director, Investigations.
- Prepares and submits all customer communications conveying investigation results to the Director, Investigations for review and endorsement prior to submitting them to the Ombudsman for recommendation. Develops synopses of investigated cases for inclusion in periodic and annual reports.
- Administers electronic files for all assigned cases by ensuring files are complete per internal procedures.
**Job Responsibilities (continued)**:
- Supports the Director, Investigations in the identification of systemic issues and emerging trends, researches solutions and impacts on Canada Post and customers, and makes recommendations.
- Meets service level targets with regards to timely case closure, workload management, case quality (e.g. rebuttals due to missed elements, investigation and communication rework), and reporting insights.
- Demonstrates diplomacy, professionalism and fairness in all investigations ensuring that they are addressed effectively.
- Provides guidance to Appeal Officers on investigative matters and contributes to continuous practice development by sharing best practices and lessons learned.
**Qualifications**:
Education
- Undergraduate degree in a related discipline is required.
Experience
- 3 to 5 years of relevant experience (e.g. customer service, security and investigations, policy development, legal/paralegal) is required.
- Strong oral and written communication skills.
- Ability to deal with contentious and emotion-laden issues and individuals. Can communicate with irate customers.
- Ability to communicate tactfully and diplomatically, and maintain a high degree of confidentiality and professionalism.
- Proficient computer skills and competent with Microsoft Office programs.
- Sound organizational, analytical, judgement and decision-making skills with proven abilities in problem-solving.
- Strong interpersonal skills with an ability to build and maintain relationships.
- Good knowledge of Canada Post processes, policies and procedures related to consumer and business products is an asset.
- Knowledge and understanding of investigative techniques (interviewing skills, use of technology, objective/neutral fact gathering and concise report writing).
**Other Information**:
**Safety Sensitive Positions**
This position may be considered a Safety Sensitive position and has additional requirements under Canada Post's Substance Use Policy.
**Employment Equity**
Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation. Disability includes both visible and hidden conditions and/or limitations that may impact vision, hearing, mobility, flexibility, dexterity, pain, learning, de
