Director, Consumer Programs

1 week 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**:20-Feb-24 (Applications are accepted until 11:59 PM Atlantic Time)

**About Us**:
At Service Nova Scotia and Internal Services, we impact every citizen, business and municipality 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 and Internal Services’ 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.

**About Our Opportunity**:
The Director of Consumer Programs is responsible to ensure that the Province has an effective consumer marketplace strategy that balances consumer protection with making it easy to do business in Nova Scotia. Reporting to the Executive Director, Business and Consumer Services, the Director is accountable for providing senior direction and leadership of the development and administration for existing and emerging consumer protection initiatives in the Province and programs delivered by Service Nova Scotia. They are also accountable for the development and implementation of an effective education and awareness of rights and protections to consumers as set by Nova Scotia law. Programs include the Residential Tenancies Program, consumer complaints, Heating Assistance Rebate Program (HARP) and Property Tax Rebate for Seniors (PTRS).

**Primary Accountabilities**:

- Responsible for leadership of Nova Scotia's residential tenancies program by leading a team of professionals that manages dispute resolution and inquires that are often political and require updates to the Minister. This includes responding to a constantly evolving marketplace. The residential tendencies team is responsible for public education, and unbiased and adjudicative decisions.
- Senior lead for the design and successful implementation of the Heating Assistance Rebate Program (HARP) which is a high profile initiative designed to serve over 135,000 Nova Scotians at a cost of over $80 million dollars. Also, the lead for the Property Tax Rebate for Seniors program.
- Provide strategic direction and oversight for the Province's consumer protection strategy, legislation and programs. This position will advise the Minister, Executive and Government on recommended strategy and action for changes to legislation, regulations, and policy. This also includes direct oversight of the promotion of the Province's consumer education and awareness programs and initiatives that assist individuals to become more fully informed about the goods and services being offered in the market place. This position is positioned as the Senior NS Government Official at national consumer protection forums.
- Overall responsibility for all consultations within Consumer and Business Services. This includes ensuring the division holds effective and productive stakeholder communications and settlement of consumer issues and complaints communications. Manages and tracks complaints to inform policy. Drives social media and consumer and business consultations.
- Ensures the effective management of human and financial resources by setting and evaluating staff performance targets, promoting diversity and a healthy, respectful workplace, demonstrating the leadership competencies, respecting corporate human resources practices, promoting teamwork and individual development, maintaining internal communication, monitoring revenues and expenditures, adhering to procurement guidelines, acquiring goods and services in the most cost effective manner, and accurately forecasting budget requirements for the fiscal year.

**Qualifications and Experience**:
The Director, Consumer Programs must demonstrate: expertise in customer service theories and service delivery models to achieve delivery of transaction processing services in a complex operational environment for multiple programs and service targets; experience in working consultatively with stakeholders to operationalize changes to systems, polices, and legislation; and, the ability to provide strategic guidance, lead change initiatives and drive innovation to achieve a high degree of client satisfaction with a large and diverse range of services and access points.

The Director, Consumer Programs must be an effective leader with a commitment to achieve demonstrable improvements. This Director must be a strong team player with a flexible approach and willingness to engage with a wide range of organizational issues working across boundaries to tackle diverse and complex issues. As a leader of a large, diverse team the Director must have the ability to inspire, motivate and command trust, respect, fairness and confidence.

For more information, please visit LEADS Framework.

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