Director, Operations Relationship Management
6 days ago
We are seeking a highly skilled and motivated individual to join our team as the Director, Operations Relationship Management. This position offers an exciting opportunity to play a key role in shaping the future of public safety communication services through strategic relationship management.
Key Responsibilities- Lead and develop strategic liaisons with representatives of Operations client agencies, municipal and provincial government entities, and other relevant bodies, ensuring E-Comm is informed of current and emerging challenges and needs of its partners.
- Represent E-Comm's operational constraints and principles to clients, partners, and stakeholders, facilitating transparent discussions that balance individual partner needs with E-Comm's mission as a consolidated service provider.
- Collaborate with Executive members to develop and maintain strategic communications and relationships with Operations clients, partners, and stakeholders, aligning these with business objectives, service standards, and future growth opportunities.
- Champion E-Comm's enhancements and transformational changes to service delivery, such as Next Generation 9-1-1, agency transitions, and technological advancements. Lead change management activities and relevant communications with clients and stakeholders related to operational projects and changes.
- Oversee overall relationship management and ensure customer satisfaction by addressing contractual requirements and feedback from Operations clients, partners, and stakeholders. Serve as a subject matter expert and support the incident management process in collaboration with Operations and Communications & Public Affairs when necessary.
- Maintain an inventory of Operations client contracts and agreements, developing a system for easy tracking and ensuring documents are current, amended, and revised as needed to protect E-Comm's interests.
- Lead internal and external reporting efforts on E-Comm's performance, proactively identifying and managing issues related to Operations service delivery.
- Develop and maintain sustainable reporting tools and structures for strategic business dialogues and information sharing with Operations client agencies and stakeholders. Define the operating information shared by E-Comm with these partners, including timing, frequency, and format.
- Ensure E-Comm's economic viability in discussions with Operations clients, partners, and stakeholders by timely assessment and response to requests for service changes.
- Completion of a Bachelor degree and a post-graduate degree in disciplines relevant to the work and a minimum of ten years of related management experience, or an equivalent combination of education, training and experience
- Driver's License for the Province of British Columbia
- Knowledge and experience in applying strategic planning and quality assurance processes and techniques
- Knowledge of client needs assessment methods and practices and performance gap identification and analysis techniques related to the work performed
- Knowledge of the organization and functions of E-Comm and its member and partner agencies
- Ability to participate in the development of proposals and contractual agreements for potential clients
- Demonstrated ability to communicate effectively orally and to write and present reports to the executive, Board of Directors, senior public administrators, elected officials police/fire/ambulance chiefs and other senior community leaders
- Ability to establish and maintain effective working relationships with a wide variety of internal and external contacts at senior levels, to consult and negotiate with internal and external clients
- Ability to lead on the resolution of complex political and management issues and making recommendations related to strategic and policy issues
- Availability to travel throughout BC will be required (with the majority being in the lower mainland and south Vancouver Island).
As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is 5 years.
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