Supervisor, Professional Conduct

2 weeks ago

Toronto, Canada HCRA Ontario Full time

HCRA is seeking a flexible, organized, and experienced professional who thrives in a fast-paced, high-profile environment to fill the role of **Supervisor, Professional Conduct.**

Reporting to the Manager, Professional Conduct, the Supervisor will also lead the reporting, analytics, and forecasting functions for the Professional Conduct team. This role will assist the Manager in supporting the team by using key insights from data trends and business process analyses to identify opportunities for improvement. This role will also provide guidance to a team of complaints specialists and administrators to make recommendations regarding complaint files to the Deputy Registrar and Registrar, in accordance with the HCRA’s licensing criteria and operational policy under the New Home Construction Licensing Act, 2017.
- Key responsibilities include but are not limited to:_
- Supervising a team of working level complaints specialists, as well as supporting assistants, by providing day-to-day guidance and oversight, technical coaching/guidance, ensuring the team completes tasks on time and to the required level of quality; assesses workload of the team and adjusts, as necessary, to ensure equitable distribution.
- Working directly with team members to provide guidance and assistance on challenging files.
- Providing feedback and input into performance and development plans and activities to the direct reporting Manager.
- Supporting the Manager with recruitment, onboarding, and training of staff.
- Assisting with ongoing departmental projects, specifically process development and the development of our CRM for Professional Conduct.
- Based on insights from the Professional Conduct team, identifying and extracting relevant data from sources to target areas for improvement.
- Interpreting and analyzing data, reports, and information to identify trends and patterns in regulatory functions.
- Through analysis, developing proactive strategies and interventions to drive business process efficiencies, support decision making and develop risk management approaches.
- Building actionable roadmaps/plans for improving workflows and processes.
- Supporting the development and evaluation of performance indicators (KPIs) and measures to monitor effectiveness of regulatory programs and initiatives and improve internal operational processes and approaches.
- Providing input into planning and priorities of the Professional Conduct Unit.
- Recommending leading practices, processes, tools, and approaches for range of professional conduct activities; identifies improvement opportunities and initiates or undertakes projects on behalf of the Manager to drive continuous improvement.
- Working with the legal department, as appropriate, on complex or high-risk files.
- Completion of a postsecondary degree or diploma in a related field such as Psychology, Sociology, Law, Criminology or a related discipline or equivalent combination of education and experience.
- Four (4) to five (5) years of on-the-job progressive experience performing similar duties, preferably in a regulatory environment, including a minimum of one (1) year in a team leadership or supervisory capacity.
- Experience in data analysis and business process improvements an asset.
- Knowledge of relevant legislation and regulations such as New Home Construction Licensing Act,2017, and an understanding of the Ontario Building Code Regulation under the Building Code Act,1992.
- Previous supervisory skills to provide guidance and day-to-day support to both senior and working level staff, including assigning files aligned to strengths.
- Advanced analytical, risk assessment, drafting and case management skills.
- Strong records management skills to ensure quality control and confidentiality of a range of paper and electronic files.
- Good information research aptitude to support requests and prepare documents.
- High level of self-direction and initiative.
- Knowledge and understanding of the theories, principles, standards and practices of regulatory complaints processes, administrative law, and administrative hearings.
- Capacity to prioritize and multi-task in a fast-paced environment and ability to embrace change with flexibility.
- Mediate and resolve complaints where appropriate.
- Demonstrated ability to problem solve and determine which matters and inquiries can be actioned and which matters to refer to the Manager.
- Works with the team to anticipate emerging issues, assesses their nature, complexity, scope and degree of short/long term impacts on business to identify and develop risk mitigation strategies.
- Excellent verbal and written communication skills with the ability to effectively communicate information to team as well as internal and external stakeholders.

HCRA will offer a competitive compensation package including benefits and a defined contribution pension plan.

Accommodation, if required, will be provided throughout the hiring process in accordance with the

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