Director, in Person Services

4 months ago

Halifax, Canada Province of Nova Scotia Full time

**Department**:Service Nova Scotia

**Location**:HALIFAX

**Type of Employment**:Permanent

**Union Status**:Exclusion - Non Union - NSPG

**Closing Date**:08-Mar-24 (Applications are accepted until 11:59 PM Atlantic Time)

**About Us**:
At Service Nova Scotia, we impact every citizen, business and municipality and business in Nova Scotia. Our mandate is to design and deliver programs and services to meet the needs of our clients and the public good through a culture of excellence. Service Nova Scotia’s vision is to be a recognized leader in service and public protection that delivers trusted, accessible, modern programs, and contributes to Nova Scotia as a safe and desirable place to live, work and do business.

To learn more about our department, please click here.

**About Our Opportunity**:
Reporting to the Executive Director, Citizen Services, the Director is the face of in-person services of Service Nova Scotia for the SouthWest region of the province. The Director is responsible to ensure that the in-person channel in their region delivers on its mandate to make it easier for citizens and businesses to connect with government. The Director will provide client centric access to a broad range of in-person government services on behalf of multiple stakeholders to Nova Scotia citizens and businesses, through a service delivery organization consisting of numerous in-person access points.

**Primary Accountabilities**:

- Recruit, motivate and develop superior staff, creating a culture that is client focused, encourages creativity and drives performance.
- Provide leadership to in-person services staff.
- Manage expense budgets and play a key role as a member of the Division’s leadership team.
- Monitor, report and assess service quality, ensuring that processes and procedures are implemented to manage risk effectively.
- Assess and streamline current service architecture to identify improvement opportunities that proactively expedite service delivery and generate a positive client experience.
- Work collaboratively with a broad range of internal and external client partners, other divisions, departments, levels of government and other provinces in the administration of their duties.

**Qualifications and Experience**:

- Experience managing large scale in-person service delivery operations or equivalent fast-paced customer service operations, effectively delivering client services on behalf of the organization.
- Comprehensive understanding of what drives client satisfaction, best practices for client satisfaction and how to measure related progress.
- Formal leadership experience overseeing client centric programs and initiatives.
- Demonstrated experience shaping organizational climate and culture and developing people, with proven performance management skills.
- The ability to manage multiple demands and interruptions as well as both working independently and collaboratively with all levels of management and staff.
- Excellent communication skills, both written and verbal.
- Strong analytical/problem solving skills showing sound judgement.
- The ability to build strong relationships, establish credibility, think quickly, and take decisive action for positive outcomes.
- Experience maintaining professional integrity and ethics while sustaining relationships and balancing conflicting demands of various stakeholders.

Please follow LEADS (novascotia.ca) for more information.

**Equivalency**:
**Benefits**:
Based on the employment status and Union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as Health, Dental, Life Insurance, Pension, General Illness (Short and Long Term), Vacation and Employee and Family Assistance Programs. Click here to learn more about our various benefits offerings and eligibility criteria.

**Additional Information**:
This is a full-time, permanent employment opportunity.

Some travel will be required as on-site presence is a critical function of this role.

**What We Offer**:

- Career Development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career.
- An engaged workplace where we foster respect and recognition.
- Forward-thinking policies and strategies.
- Countless Career Paths for Nova Scotians.
- Department Specific Flexible working schedules.

**Pay Grade**: EC 14

**Salary Range**: $3,918.14 - $5,387.44 Bi-Weekly

**Employment Equity Statement**:

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