Director, Operational Policy Management

5 months ago

Toronto, Canada Legal Aid Ontario Full time

**Company Bio**

Legal Aid Ontario employees are committed to making a difference in the lives of our clients.

As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.

If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.

**Primary function**

Legal Aid Ontario (LAO) is currently seeking a Director, Operational Policy Management.

The Director, Operational Policy Management will be primarily responsible for leading the development and implementation of the Operations division transformational business strategy related to certificate program operations.

The Director, Operational Policy Management will identify opportunities to streamline and continuously improve operational policies, business processes, oversight and monitoring for LAO’s certificate program.

As a member of the Operations division senior management team, the Director, Operational Policy Management will work in collaboration with senior leaders and staff across LAO to ensure alignment across various streams of work.

This presents an exciting opportunity for an experienced leader with a strong policy and program management background in a client focused service delivery environment.

**Key accountabilities**

We are seeking an individual with policy implementation expertise, transformational change management skills, and a strong understanding of the principles of modern public sector management.
- The Director, Operational Policy Management will oversee the management of a dedicated team, and work closely with the Director, Intake Operations Support as well as Centralized Services and Contact Centre teams to streamline and improve operational policies and business processes for LAO’s certificate program

Specific accountabilities include:

- Leading the enhancement and integration of operational business planning to ensure maximization of divisional resources
- Developing an integrated program, policy, and process, management system within the Operations Division
- Developing a center of excellence within the Operations Division which can receive, lead, develop, and deliver improvements to operational programs, policies, and processes on behalf of the division in concert with other internal stakeholders
- Leading and coordinating the implementation of Operations division strategic initiatives related to the certificate program
- Establishing a continuous improvement framework for operational policies, processes and procedures related to certificate program decision making
- Supporting LAO’s Intake Operations Support team in the expansion of digital service delivery channels to improve access to LAO services
- Improving the use of data informed decision-making, information sharing and reporting in the Operations division, through the development of operational key performance indicators and service levels
- Leading and facilitating divisional reporting to internal stakeholders
- Leading the analysis, monitoring and reporting of certificate program data to inform operational service improvements for clients and roster members
- Enhancing the monitoring and reporting of LAO's certificate program through the identification of improved compliance opportunities through all lines of operational business
- Managing departmental budget and forecasting

In addition, this position will support improved employee engagement, Equity, Diversity Inclusion & Belonging goals and LAO’s French Language Service obligations.

**Required skills & experience**

Education
- A bachelor's degree in a relevant field; advanced degree (master’s or higher), however we recognize and value diverse educational backgrounds and experiences. Equivalent professional experience, industry certifications, or a combination of education and practical experience will also be considered

Professional experience
- Experience in operational policy development and management with a minimum of 8 years experience, however, we understand that valuable expertise can be gained through various professional paths
- Experience in policy implementation in a client service environment
- In-depth knowledge and expertise in developing and implementing operational policies to align with organizational strategic goals
- Strong understanding of digital service delivery principles and practices
- Proven ability to understand and interpret financial, statistical and performance measurement data, including using data to support decision-making and change management
- Proven experience in managing financial and administrative functions and in directing and developing both professional and administrative staff

Leadership
- Demonstrated track record of effectively lead

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