Manager, Operations Support
About The Position
The Department of Opportunities and Social Development (OSD) is seeking an innovative leader to fill the role of Manager, Operations Support. This critical leadership position will provide strategic and operational oversight for key case management systems, transactional service programs, and legislated business functions within the Department. The role ensures the effective administration of high-volume programs such as the Poverty Reduction Credit (PRC), Low Income Pharmacare for Children (LIPC), and Child Abuse Register (CAR). The Manager will also advance departmental priorities in service delivery, operational excellence, privacy compliance, and digital transformation. This role involves collaborating across government, leading a professional team, and serving as the primary link between business areas, technology teams, vendors, service delivery staff, and executive leadership to ensure service continuity, legislative compliance, and successful system enhancements.
Requirements
- University degree from a recognized school in the field of business or information management.
- Several years of related management experience.
- A strong technical background with experience in system administration, release management and UAT (User Acceptance Testing).
- Proficiency with computers and a variety of computer software such as Microsoft Suite (Word, Outlook, Excel, TEAMS and Share Point).
- Experience with case management systems- specifically, but not limited to, Integrated Case Management (ICM) and Collaborative Case Management (CCM).
- Experience working within an operational environment.
- Experience with deadlines and processing transactional services and applications.
- Strong time management skills.
- Highly organized.
- Demonstrated leadership skills, with strong abilities in relationship building and team collaboration.
- A strong collaborator who creates a culture where idea generation and innovation are encouraged and supported.
- Passionate about teamwork and able to work effectively under pressure.
- Skilled at applying strong problem-solving skills to introduce, promote, and implement new ideas within the division, and to resolve conflicts and concerns as they arise.
- Able to maintain professional integrity and ethics while sustaining effective relationships and balancing competing demands from various stakeholders.
- Committed to understanding and promoting the importance of diversity, culture, and inclusion within your team and in the development and management of strategies, policies, standards, program design, and initiatives.
- Decisive and an effective communicator, both verbally and in writing.
Nice To Haves
- Experience and/or education in Information Technology.
Responsibilities
- Identify and implement innovative solutions that improve service delivery, streamline business processes and enhance client outcomes.
- Provide program and system management support for case management software and transactional services programs.
- Lead a team of professionals and ensure priorities and objectives are met and aligned across the department.
- Be a forward thinker, keeping aware of new trends and technologies and how they can enhance operations and reduce inefficiencies.
- Work collaboratively with other department units, government departments and stakeholders (internal and external) to ensure best strategies for service outcomes.
- Develop and monitor service standards, practices and appropriate evaluation mechanisms that lead to continuous improvement of functions and services.
- Provide advice and interpretation of policies and legislation to stakeholders.
- Provide direction to Ministerial requests.
- Develop and/or deliver budget plans.
- Represent the Department on committees with stakeholders.
- Ensure the effective management of human and financial resources by setting and evaluating performance, promoting diversity and a healthy workplace, and demonstrating leadership competencies.
Benefits
- Defined Benefit Pension Plan
- Health
- Dental
- Life Insurance
- General illness
- Short and Long Term Disability
- Vacation
- Employee and Family Assistance Programs
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
