Program Analyst

**Job Summary / Purpose**:
**Key Responsibilities & Duties**:
**Team Leadership and Analyst Support**
- Provide day-to-day oversight, supervision, mentorship, and coaching to Program Analysts to ensure consistency, accuracy, and adherence to program guidelines.
- Maintain and develop Standard Operating Procedures related to cost-share processing.
- Lead the onboarding and training of new Program Analysts, including development of onboarding resources and facilitating knowledge transfer. Foster and inclusive team environment, promoting open communication and a high standard of service delivery.
- Actively participate and contribute content to weekly department meetings.
- Conduct performance monitoring, feedback and annual performance reviews for Analysts. Encourage professional development through goal setting, knowledge sharing, mentoring and identifying learning opportunities.

**Workflow Management and Analysis**
- Oversee and coordinate
- Assess work volumes and trends and work with the Director of Programs to reallocate assignments to optimize efficiencies in high volume times.
- Collaborate with internal stakeholders to streamline workflows and optimize administrative support for claim processing efficiencies.
- Assist in developing internal procedures, quality assurance tools, and documentation to support consistent program delivery.

**Program Delivery and Client Support**
- Accurately interpret program guidelines and standard operating procedures to provide expertise
and coaching to Program Analysts.
- Review and process high
- Support the Field Representatives by providing guidance and/or responding to challenging client inquiries and helping to resolve escalated issues.
- Communicate with program participants to provide accurate information aligned with operational guidelines and ensure strong customer service.
- Draft clear and concise correspondence to request missing or incomplete information from clients.
- Track feedback received from external clients to make recommendations for change and continuous improvement.

**Strategic and Administrativ**e**Support**
- Participate in internal meetings, planning sessions and reporting to align team activities with organizational priorities.
- Perform other duties as assigned by the Director of Programs.

**Performance Metrics**:

- **Team Performance**: Quality, accuracy, and timeliness of the work completed by Program Analysts under your leadership.
- **Workflow Efficiency**: Effective management of workloads, resolution of bottlenecks, and improvements to processing times.
- **Leadership Effectiveness**: Quality of training and mentorship, team engagement, and feedback from team members and stakeholders.
- **Client Service Standards**: Resolution rate of escalated issues, professionalism in communications, and adherence to agreements.
- **Process Improvement Contributions**: Development and implementation of tools, procedures, or strategies that enhance operational efficiency.

**Qualifications & Experience**:
**Education**: Post-secondary education in an agricultural or environmental-related field
with foundational knowledge in general financial principles.

**Years of Experience**:
Minimum of 3-5 years of relevant industry experience, including experience in program analysis, coordination, or team leadership.

**Specific Experience**:

- Demonstrated understanding of Ontario agriculture and related topics such as environmental and economic farm sustainability, biosecurity, soil health, water quality, and best management practices is considered an asset.
- Proven experience leading or mentoring team members in a collaborative, goal-oriented environment.
- Practical farm experience considered a strong asset.
- Skilled in preparing clear, concise reports and documenting processes
- Strong background in customer service and communication skills, including experience dealing directly with farmers.
- Experience in coordinating workflows and analyzing team performance metrics.
- French language skills considered an asset.

OSCIA offers a competitive compensation package and is an equal opportunity employer.

Thank you for your interest in this position

ACCESSIBILITY STATEMENT (AODA IN ONTARIO)

OSCIA is committed to providing a barrier-free work environment in concert with the provincial guidelines for accessibility (Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code, Ontario Only). As such, OSCIA will make accommodations available to applicants with disabilities upon request during the recruitment process.

HUMAN RIGHTS STATEMENT

OSCIA strives to ensure that its employment practices are free from direct and indirect discrimination and is committed to upholding the human rights of those participating in the hiring process. In pursuit of this commitment, OSCIA will not condone or tolerate any acts of discrimination or harassment under any of the grounds protected under human rights legislation. This commitment extends to