Research & Operations Analyst

3 weeks 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.

The Condominium Authority Tribunal (the CAT) is part of the CAO, providing a forum for people to resolve condominium-related disputes through a convenient online system.

**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 people 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**

**Key Responsibilities**
- Provides analysis, expertise, advice and recommendations on matters related to tribunal operations, policy, and case management processes;
- Develops public-facing CAT-related materials, including CAT-ODR in-platform text, CAT-ODR system instructions and user guides, CAT-ODR system notifications, and web content;
- Develops internal CAT materials, including operational process recommendations, presentations materials, fact sheets and summaries;
- Leads the development and documentation of operational policies and procedures;
- In coordination with the CAO’s User Experience (UX) Analyst, leads the development of informational graphics, video scripts and storyboards for videos for internal and external users;
- Provides support in organizing, conducting, and analyzing feedback from users through interactive UX sessions;
- Serves as the business lead on CAT statistical data monitoring and reporting (in coordination with the CAO’s Data Analytics department), including leading the design and creation of statistical reports and dashboards, per diem and financial performance monitoring, and service standard monitoring and reporting to inform and improve the CAT’s information offerings and service delivery;
- Maintains indices and archives of CAT decisions and orders; leads the CAT’s online decision information management strategy to help users easily find relevant CAT decisions;
- Oversees and manages the creation of test cases for members both for internal and external training purposes and on-demand use;
- Provides on-demand support to CAT Members on CAT operational procedures, CAT-ODR functionality and policy questions
- Additional duties as required.

**Qualifications: Skills and Knowledge**
- Completion of post-secondary education;
- Prior experience in administrative justice, court / tribunal / dispute resolution environment;
- Self-directed, proactive and organized with demonstrated research, problem solving, planning and priority-setting skills;
- Demonstrated advanced written and verbal communication skills;
- Advanced technological skills and proficiency with case management and / or online dispute resolution software;
- Ability to interpret complex legislation and thorough understanding of the functions of legislation and regulations, and of Ontario’s legislative process;
- Demonstrated ability to work effectively both independently and within a team;
- Demonstrated experience working in a fast-paced environment under pressure and handling multiple requests for information and prioritizing workloads;
- Demonstrated ability to maintain composure and defuse potentially difficult situations or complaints from clients (by phone or in-person);
- Ability to take initiative and promote high standards of client service with excellent interpersonal skills, tact and diplomacy;
- Ability to think critically and synthesize multiple sources of information;
- Able to exercise independent judgment and discretion in dealing with confidential matters;
- Experience in plain language writing techniques and styles, and in developing policies, procedures and guidelines for handling case-related correspondence;
- Commitment to working cooperatively in a community-based setting as part of a multi-disciplinary team;
- Bilingualism in English and French is an asset.

**Working conditions/ environment**
- Hybrid Environment
- At CAO, the well-being of our employees is a priority and we will follow the necessary protocols to maintain a safe working environment.

**Disclaimer**
- CAO is an equal opportunity employer, encouraging workplace diversity. All qualified individuals will be considered without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, marital status or any other characteristic protected by law._

**CAO CULTURE AND VALUES**

We thank everyone for their interest in joining our dynamic team. Only those qualified and selected for an interview will be contacted.

CAO is an equal opportunity employer, encouraging workplace diversity. All qualified i

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