OPERATIONS MANAGER Job Vacancy in Ministry of Government and Consumer Services Toronto, ON – Latest Jobs in Toronto, ON

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Company Name : Ministry of Government and Consumer Services
Location : Toronto, ON
Position : OPERATIONS MANAGER

Job Description : Our vision is: “To be recognized for meeting or exceeding customer expectations with service, solutions, leadership and people…every time.”

Do you have exceptional interpersonal and customer service skills combined with a strong background in contact centres? If so, consider this exciting opportunity to be a part of a positive work community and join ServiceOntario’s GTA Contact Centre Services Branch.

This role requires an accountable leader who will bring the most out of their team by focusing on positive engagement and strong communication. The ideal candidate for this role will quickly adapt to changes and model a positive, motivating and customer-focused attitude for employees while showcasing their strong problem-solving and multi-tasking skills.

About us:
ServiceOntario provides the people of Ontario with fast, friendly and easy access to government information and services through a single gateway. As the government’s public-facing enterprise service delivery organization, ServiceOntario is responsible for delivering information and high-volume routine transactions to individuals and businesses through multiple channels: online, in-person, mail, and telephone. Through this multi-channel network, ServiceOntario is making government services more accessible, convenient and cost effective.

About the position:
The position provides leadership and oversight across key service delivery operations to the public and businesses, specifically front-line in-person and call centers, and back office functions verifying and fulfilling service requests from these channels (e.g. births, companies and businesses, driver and vehicle licenses, and documents and plans relating to the ownership and encumbrance of real property).

Why work with the Ontario Public Service?

We care about the well-being of our people, this is why we offer:
A defined benefit pension planMaternity and parental leave top-up benefits which includes adoptive parentsComprehensive Health PlanLife and Disability insurance24/7 access to an Employee Assistance ProgramOnline and in-person workshopsOpportunities for advancementFlexible workplace arrangementsErgonomic assessments and accommodations based on need
What can I expect to do in this role?
You will:
provide leadership by managing and optimizing staff performance, building teams and maximizing employee engagementprovide strategic and people focused leadership while balancing a portfolio of activities aimed at achieving operational and performance targetsdevelop strategies and control mechanisms to meet and exceed customer expectation and employee engagementbe responsible for the processes and outcomes of direct work groups

Leadership in the OPS
The Ontario Public Service (OPS) Leadership Behaviours define what it means to be a leader through the following expected behaviours and attributes:
You are committed to the responsibilities of being a leader by demonstrating authenticity, accountability and courage.You are innovative by embracing positive disruption, maintaining a future mindset and leading with a common purpose.You are collaborative by driving people-centered outcomes, being inclusive and helping staff and colleagues grow, every day.
How do I qualify?
Strategic Leadership:You have experience motivating and inspiring staff to achieve results in a rapidly changing environmentYou have demonstrated experience providing guidance to a team by communicating values, strategies, goals and objectivesYou have experience coaching and mentoring staff to create a culture of high performance, and accountability
You have the ability to deal with ambiguity and manage through difficult situationsYou have knowledge of human resources practices, principles, and policies including recruitment, training and development, labour relations, performance evaluation
Relationship Management and Communication:You have demonstrated superior written, oral and interpersonal skills and can influence and negotiate with partners and stakeholders to find collaborative solutions to complex issuesYou have demonstrated stakeholder management skills with the ability to establish and maintain relationships of trust with senior management, clients and partnersYou can effectively manage expectations and anticipate and resolve major obstacles and conflictsYou can use your tact, discretion and political acuity to deal effectively with people in sensitive or stressful situations
Analytical and Project Management Skills:You have experience defining problems, developing and implementing solutions as well as formulating realistic recommendations for effective delivery of a broad range of services and implementation of initiativesYou have experience exercising sound judgement to manage support staff, prepare and control budget, manage resource and technology plans in a fast-changing environmentYou can analyze operational statistics, processes, trends, and issues, to identify opportunities for and recommend improvements to business processes
Business Management Knowledge and Experience:You demonstrate knowledge, experience and understanding of Contact Centre operations including Key Performance Indicators (KPIs) and metricsYou have knowledge and experience with business management methodology and best practices
OPS commitment to diversity, inclusion, accessibility and anti-racism
The OPS is an innovative, responsive, and accountable public service that works hard to be diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable. Diversifying leadership teams is a top OPS priority with the goal to achieve parity with the Ontario labour force by 2025 for the most underrepresented groups (Indigenous, racialized and persons with disabilities) in leadership positions.

The OPS invites all interested individuals to apply and encourages applications from Indigenous and racialized individuals, and persons with disabilities.
Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint to learn more about the OPS commitment to advancing racial equity, diversity and inclusion.
The OPS offers employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario’s Human Rights Code. Refer to the application instructions below if you require a disability-related accommodation.
Additional Information:
Address:
1 Temporary, duration up to 12 months, 5775 Yonge St, Toronto, Toronto Region

Compensation Group: Management Compensation Plan

Understanding the job ad – definitions
Schedule: 6

Category: Management and General

Posted on: Friday, March 11, 2022

This post is listed Under Jobs in General Category

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