Relationship Manager

2 weeks ago

Toronto, Canada Serco North America Full time

Position Description:
If you enjoy working with the public in a high energy and dynamic environment - challenging and rewarding job opportunities await you at Serco Canada Inc. You will be part of a professional team which supports operations at all DriveTest Centres across Ontario on behalf of the Ministry of Transportation. Our team is spread out across our 56 DriveTest Centre locations. Bring your expertise and customer service skills Serco Canada Inc. where challenging and rewarding job opportunities await you

Managing the daily operations of an assigned number of Driver Examination Services in a geographical area. Build and preserve trusting relationships with our Supervisors and Staff. Responsible for meeting with staff and guiding them to make the best decisions. Oversite of operations during weeknights and weekends may be expected.

Ensures compliance, optimum customer service and the delivery of safe driver examination services for an assigned group of Driver Examination Centres. Interacts with Support Office management as well as DTC Supervisors, Union President, Performance Manager, government representatives and the public to communicate information and resolve problems. We also expect you to be a strategic thinker with an analytical mind and strong problem-solving skills.

**Primary Duties and Responsibilities**:
**Management**:

- Reviews and provides input into the development of long term plans to maximize the delivery of driver examination services for an assigned number of Driver Examination Centres.
- Monitors and reports on hub activities, identifies trends and issues and develops and implements solutions.
- Provides input into the development of and Implements new/revised policies, programs and procedures to improve customer service and driver examination.
- Manages the overall budget for the hub including capital expenses, forecasts, monitors and reports on expenditures and revenue on a monthly basis, identifies and investigates variances and takes corrective actions.
- Coordinates facilities compliance with property, company and government specifications.
- Schedules and leads staff meetings at all assigned Driver Examination Centres to communicate information, identify and resolve problems.
- Interacts with Serco management to communicate information and resolve problems.
- Working with Human resources to ensure that the recrutiment of new staff is meeting the needs of the business.
- Grow the business by identifying new initiatives and business development opportunities.

**Supervision**:

- Supervises Centre Supervisors directly and Deputy Centre Supervisors, Driver Examiner and Customer Service Supervisors indirectly; authorizes the filling of vacancies, conducts interviews and hires new employees, coordinates the performance approval process for assigned Centres, carries out performance appraisals, approves the training and development of staff and carries out disciplinary action.
- Ensures that company and government standards are implemented and enforced in compliance with the Project Agreement between Serco and the Ministry of Transportation.
- Coaches, counsels and motivates supervisors and staff to maintain positive morale and ensure effective working relationships between Support Office and field operations staff.

**Operations**:

- Coordinates the investigation and identification of problems that affect compliance and implements solutions.
- Ensures accurate compliance with all Program Vision (PV) processes and procedures.
- Communicates information regarding the organization's vision and plans to employees at regularly scheduled meetings.
- Works with the Director of Operations and the Corporate Assurance Manager to identify risks and develop systems, procedures and policies to resolve issues.
- Schedules and attends supervisor and staff meetings to communicate information, resolve problems and participate as a team member in the achievement of long term plans.
- Provides input into the development of operational policies and procedures.
- Participates on special projects such as those related to continuous improvement, change management and compliance.
- Conduct internal investigations as required by management or client.

**Administration**:

- Compiles and summarizes information collected from assigned Driver Examination Centre activities for inclusion in the Company’s reporting to the Ministry of Transportation.
- Measures and reports on targets and objectives to demonstrate continual performance improvement.

**Health & Safety**:

- Ensures the ongoing maintenance of safe, healthy and sustainable working environment at assigned DriveTest Centres including travel points.
- Ensures hub compliance with management responsibilities and participates in the establishment and implementation of processes to identify and eliminate or reduce risks to the safety of staff and the public.
- Ensures that all levels of Supervisors are aware of their responsibilities to ensure c

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