Manager, Service Delivery

Job title:

Manager, Service Delivery

Company

Government of Nova Scotia

Job description

Competition # : 43263Department: Service Nova ScotiaLocation: HALIFAXType of Employment: TermUnion Status: Exclusion – Non Union – NSPGClosing Date: 28-Jun-24 (Applications are accepted until 11:59 PM Atlantic Time)About UsService 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 clickAbout Our OpportunityThis 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 AccountabilitiesPrimary 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 ExperienceYou 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.The successful candidate should have significant experience in managing a fast-paced customer service operation, balancing multiple initiatives and priorities as well as experience in improving customer satisfaction in a customer centric environment.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, while being able to manage change including moving issues and initiatives forward. We consider your English and French bilingual ability as an asset.The Government of Nova Scotia has adopted the LEADS Leadership Framework. During the interview, candidates will be expected to express how they have demonstrated the key behaviours and capabilities required to effectively lead in a caring and inclusive environment. LEADS Domains includes Leads Self, Engage Others, Achieve Results, Develop Coalitions and Systems Transformation.For more information, please visitWe will assess the above qualifications and competencies using one or more of the following tools: written examination, oral presentations, interview(s), and reference checks.EquivalencyApplicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.BenefitsBased on the employment status, the Government of Nova Scotia offers its employees a wide range of benefits such as a , Health, Dental, Life Insurance, General illness, Short and Long Term Disability, Vacation and Employee and Family Assistance Programs. For information on all our Benefit program offerings, click here:Working Conditions

• Normal work week is 35 hours/week, 7 hours/day. Operational hours require the successful candidate to work 1pm – 9pm once or twice weekly.
• May be required to work overtime on occasion

Additional InformationThis is a Term employment opportunity, with an anticipated end date of December 31, 2025.What We Offer

• Career development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career
• Engaging workplace: our employees feel valued, respected, connected, and tuned in, we have forward-thinking policies and strategies
• Countless career paths
• Department specific flexible working schedules

Pay Grade: EC 11Salary Range: $3,047.22 – $4,189.95 Bi-WeeklyEmployment Equity Statement:Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve. The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented. If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application.Current government employees may access this posting through the link below:PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information.Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to [email protected].

Expected salary

$3047.22 – 4189.95 per month

Location

Halifax, NS

Job date

Sat, 15 Jun 2024 22:40:35 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (hiring-jobs.com) you saw this job posting.