Team Lead, Education

7 days ago

Toronto, Canada Condominium Authority of Ontario Full time

**Background**

The Condominium Authority of Ontario is a designated authority that supports condo living and enhances consumer protection by providing services and resources to condo communities across Ontario.

**What we offer**:
We are a dynamic, digital-first organization working in the rapidly changing and exciting condominium sector. We value innovation, a get-it-done mindset, collaboration and creativity. We believe in giving our diverse team a chance to learn, grow and shine. We are committed to the well-being and work-life balance of our team members and offer competitive compensation, health benefits, pension and a hybrid work environment. Our office is located in the financial district.

**Purpose of position**

Reporting to the Director, Information Services, the Team Lead, Education & Information Services is responsible for leading and overseeing the delivery of CAO’s mandatory director training program and other education resources for directors and owners, as well as internal education and knowledge-based support for the Information Services team.

The Team Lead will identify opportunities for CAO’s internal education programs and will plan and implement enhancements. The Team Lead will work closely with the Manager, Information Services to help ensure the Information Services team receives ongoing training and has access to resources and knowledge-based materials in order to provide high-quality client services and support to Ontario’s condominium community effectively.

**Key responsibilities**

**Education**
- Delivery of the CAO’s legislated mandatory director training program and optional advanced director training materials, including monitoring and implementing necessary content updates and enhancements on a timely basis.
- Assess the director training program holistically and develop a strategy to ensure the program continues to meet the needs of the condominium community.
- Utilize analytics and survey data to oversee the regular review of director training content and the Learning Management System (LMS) to identify ways to improve based on completion data, director feedback, and any legislative or regulatory changes.
- Develop long-term (3-5 year) framework for enhancing condo director training, including development of a competency profile that outlines what directors should know and must undertake to effectively fulfil their governance and accountability obligations.
- Identify information gaps and opportunities to further educate and increase engagement and participation among owners.
- Develop and promote educational content (e.g. guides) to supplement the information provided on our website and through our director training program.
- Collaborate with internal departments, external experts and advisory panels to update, enhance, and promote educational materials.

**Information Services**
- Utilize analytics and survey data related to client satisfaction feedback and service standards metrics to identify gaps or areas for improvement in our services.
- Monitor and identify ongoing improvements to processes, procedures and training content. Ensure IS staff are updated/trained accordingly.
- Identify training needs through client and IS staff feedback, and action as part of IS continuing education program.
- Provide additional coaching and support to the IS team. Help monitor and ensure a high level of customer service and professionalism is maintained, promote and encourage teamwork and effectiveness.
- Support the Manager in the annual performance and learning management process, including providing input into evaluation of Information Services team members.

**Qualifications, skills and knowledge**
- Familiarity with CAO’s training and education programs, or related adult education experience.
- Post-Secondary Diploma or Degree from a college or university in public policy or in a related field.
- Experience in a Team Lead role in a call/contact centre environment is considered an asset.
- Proficient 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.
- Demonstrated commitment to client service excellence in a detail-oriented, client-focused, time-pressured environment.
- Must have the ability to work collaboratively to ensure effective communication and success of key initiatives
- Demonstrated communication skills with an ability to lead and influence others
- Superb time management, organizational skills, creativity, and problem solving.
- Must be comfortable working in a fast-paced, dynamic environment. Be flexible, detail oriented, thorough; a self-starter with the ability to anticipate, prioritize, and function well under tight deadlines and busy workload to deliver agreed upon outcomes with mínimal supervision.
- Previous experience with project planning and delivery an asset.
- Technologically savvy with knowle

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