Manager, Service Delivery

**Competition #**: 43263

**Department**: Service Nova Scotia

**Location**: HALIFAX

**Type of Employment**: Term

**Union Status**: Exclusion - Non Union - NSPG

**Closing Date**: 28-Jun-24 (Applications are accepted until 11:59 PM Atlantic Time)

About Us

Service excellence is at the heart of everything we do. We aim to be a recognized leader in service and public protection that delivers trusted, accessible, modern programs, and contributes to Nova Scotia as a safe and desirable place to live, work and do business.

Our team members deliver services Nova Scotia, building relationships with citizens, business, and municipalities with a goal to understanding evolving client needs and balance these needs with the public good.

Citizen Services, a branch of Service Nova Scotia, is the face and voice of the province. We demonstrate excellence in client service by providing information about government programs and services and delivering services through the channels of in-person, mail, fax, digital, and phone. We strive to meet and exceed service targets, and always look for new and innovative ways to deliver services to ensure we continue to be agile and responsive to our clients.

To learn more about our department please click here.

About Our Opportunity

This competition is for a Halifax Manager within Service Nova Scotia at the Business Registration Unit. This is an exciting opportunity for a seasoned leader who has a proven track record in leading a very diverse team that delivers a broad scope of services. As the Manager, you will be leading, coaching, motivating and developing a team of client-focused employees providing front-line and back office services through a complex delivery model. Service Nova Scotia is highly focused on delivering an exceptional Client Experience for citizens and businesses of Nova Scotia. As such you will have a passion for service excellence. You would be well suited to this role if you love identifying opportunities for improvement, analyzing trends, anticipating issues, recommending and implementing changes that benefit your staff and clients. This position will allow you to work in a supportive environment with like-minded individuals of high integrity who strive for service excellence and are committed towards continuous improvement and maximizing efficiency through quality assurance, redesign of work processes, policies and procedures, and risk management.

As a Manager, you must become knowledgeable about several Registries and their respective Acts, policies and procedures that inform the requirements for service eligibility and business processes. This includes, but not limited to services for Registry of Motor Vehicles, Residential Tenancy Program and Registry of Joint Stock Companies. The Manager's primary role is to ensure service excellence and to ensure those services are delivered, delivered across the channels of in person, online, mail, and phone, within established service level standards and in accordance with service level agreements.

You will be responsible for employee management including hiring, training and development, team building, performance management, employee performance reviews and attendance management. In addition, facility management and fiscal budgeting and forecasting is also part of the role. Knowledge and experience working with a unionized workforce will be required or need to be developed.

Primary Accountabilities

**Primary Accountabilities include**:
Developing and executing an annual operational plan and budget
Managing program modifications and integration of new programs
Attendance and performance management
Continuous improvement
Quality assurance
Risk management
Coaching
Qualifications and Experience

You will have a Bachelor's degree in a relevant discipline (e.g. business) with several years of relevant progressive management experience in developing and implementing program delivery strategies in a complex environment. An acceptable equivalent combination of formal education, training and relevant experience may be considered.

You will also be a builder of a culture of engagement, with a strong focus on client experience excellence and change management. This includes being able to lead transformation activities such as organizational change and major process change. You will also have experience in employee management, including hiring, training and development within a large organization. This experience should also include performance and attendance management.

The Manager must possess well-developed leadership and client partner management competencies and skills; and must successfully deliver results for a broad range of highly visible programs on behalf of government.

You also possess experience in business process and work flow review including analysis and design as well as forecasting and budgets. You are a Manager who thrives on building a positive culture with an emphasis on a respectful workplace, whi