Manager, Strategic Integration and Complaints Resolution

**Job Information**

Job Requisition ID: 66401
Ministry: Transportation and Economic Corridors
Location: Edmonton
Full or Part-Time: Full Time
Hours of Work: 36.25 hours per week
Permanent/Temporary: Permanent
Scope: Open Competition
Closing Date: January 28, 2025
Classification: Management Manager Zone 2

**Salary**: $3,241.74 to $4,362.43 bi-weekly ($84,609 - $113,859/year)

Transportation and Economic Corridors (TEC) is a center of excellence for transportation in North America. We contribute to Alberta's prosperity and quality of life by providing and supporting a safe, innovative, and sustainable provincial transportation system and water management infrastructure. With Transportation and Economic Corridors, you can engage in a fulfilling career with diverse room to grow. We believe in building careers, providing opportunities for growth within the organization, and strive to provide our staff with a work-life balance including reasonable hours of work to ensure time with family and to accommodate outside interests.

The department promotes a vital and diverse economy by:

- Managing transportation safety
- Supporting municipalities with public transportation and water/wastewater facilities
- Expanding and enhancing a well-integrated transportation system and enabling market access

For more information, visit

**Role Responsibilities**:
As a Manager of Strategic Integration and Complaints Resolution, you will be responsible for the strategic planning and operational delivery of the Complaints Resolution and ARTS coordination teams. The Manager is an integral member of the Management Leadership Team and reports to the Director of Strategic Integration and Program Excellence.

You will provide leadership and direction to approximately 6 Full-Time Equivalents (FTEs). This includes Priority Issues Coordinators and the ARTS Coordinator, who are responsible for managing, tracking, and drafting responses to division ARs, in addition to drafting and managing strategic divisional documents. The team will also include Complaints Resolution Advisors and an Analyst who are responsible for complaints intake, investigations, and resolution. As a member of the management team, the Manager provides input into the development of program area priorities, goals, operational planning, strategic issues, and allocation of resources. This position is key in linking the Department's and Division's mission, vision, and goals to the delivery of services and responses to Albertans.

The incumbent makes decisions on issues or situations not addressed by established policy or procedure, responds to issues within a frequently politically and emotionally charged environment, and must exercise discretion and sound judgment in choosing an approach to resolve and manage these issues effectively.

Please

**APS Competencies**:
Competencies are behaviours that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:
**Qualifications**:
**Required**:

- University graduation in a field related (Public Administration), supplemented by four years related or equivalencies
- Proven management or supervisory experience, including team coordination
- Experience in management, including recruitment, development, and performance management of staff
- Expertise in program planning and familiarity with departmental goals, policies, and procedures
- Strong mediation and conflict resolution skills for addressing customer complaints, alongside excellent leadership and coaching abilities
- Excellent customer service skills and relationship-building abilities.

**Equivalency**:
Directly related education or experience considered on the basis of:

- 1 year of education for 1 year of experience; or 1 year of experience for 1 year of education.**Assets**:

- Successful progression in responsibilities and accountabilities
- Strategic prioritization and management of issues with a commitment to Alberta Public Service values
- Research and analytical skills related to management strategies and legislation; adept at conflict resolution with clients
- Ability to work effectively in a team environment and manage projects efficiently
- Strong analytical, conceptual, time management, and organizational skills
- Excellent communication skills (written, verbal, and presentation)
- Understanding of the Traffic Safety Act and related policies to guide staff
- Knowledge of human resource and financial management policies, union agreements, and Alberta Government services
- Familiarity with various acts and regulations affecting complaint investigations

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.
Refer to

**Notes**:
**Hours of Work**: 7.25 hours / 36.25