Front-Line Service Director

5 days ago

Ottawa, Ontario, Canada Fonction publique de l'Ontario Full time

Job Summary: We are seeking two experienced leaders to join our team as Managers in our front-line operations in Toronto and Whitby locations.

About Us: The Ministry of Public and Business Service Delivery and Procurement is a government agency dedicated to providing essential services to the citizens of Ontario. Our mission is to make it easier for people and businesses to access the services they need, by improving customer experiences and simplifying government services.

Key Responsibilities:

  1. Create a work environment that inspires innovation, fosters collaboration, and champions inclusivity.
  2. Manage and mentor a team of professionals with diverse backgrounds in a high-volume, front-line environment.
  3. Lead and optimize staff performance, build effective teams, and maximize employee engagement to achieve targets.
  4. Plan and manage program activities to ensure compliance with regulations and policies and improve service delivery.
  5. Develop and execute strategies and plans to meet customer expectations and enhance employee engagement.
  6. Establish and maintain operational, budgetary, and performance controls.
  7. Build relationships with partners to raise awareness of service strategies, gain support for projects, and influence policies.
  8. Collaborate with the management team to raise critical issues, support the planning processes, and develop responses.

What We Offer: By joining our team, you will have the opportunity to make a meaningful impact on the lives of Ontarians, benefit from continuous learning and development opportunities, work alongside ministry and service delivery partners to enhance service delivery, and be part of a well-known and respected team within the OPS.

Requirements: To be successful in this role, you will need to have:

  • Strategic leadership skills, including experience in inspiring, engaging, motivating, developing, and mentoring professional front-line staff.
  • Demonstrated success in fostering an environment of continuous improvement, inclusivity, creativity, and excellence.
  • Knowledge of human resources theories and practices to manage talent and succession planning activities while upholding performance standards.
  • Proven success in managing multiple, large-scale, or complex projects and/or change initiatives.
  • Excellent relationship building skills, excellent oral and written communication skills, and experience building consensus, negotiating, and managing relationships in complex and sensitive environments.
  • Strong ability to resolve issues and handle complaints effectively.
  • Knowledge of project and change management principles and methodologies, demonstrated experience identifying problems, creating solutions, and making practical recommendations, and knowledge of customer service principles, processes, trends, and best practices.
  • Experience with ministry policies, programs, and in-person service delivery models, and experience identifying financial, material, and human resource needs.

Additional Information: We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities, and expressions.

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