Manager Program Optimization and Compliance

  • Category
    Professional & executive - VP - Operations
  • Job type
    Direct Hire
  • Location
    Ottawa, Ontario

Manager, Program Optimization and Compliance Region Ottawa, Canada Division Canadian Government Services Role Profile Client Delivery Service Level 5 Reports to Director, Program Optimization and Compliance Role Profile Key Accountability's Relationship Management Interaction typically requires the ability to gain cooperation of others, shares knowledge and expertise with individuals and teams for improved work performance, and conducts presentations of technical information. Customer Focus and Innovation Recommends new approaches to area under supervision; drives continuous process improvement activities across entire area under supervision. Results Delivery Resolves diverse and complex issues where analysis of data requires a comprehensive evaluation of variable factors. Strives for Excellence Collaborates with People Manager to establish and implement performance development goals and strategies, including self guided methods, that strengthen skills and knowledge Role Overview The work activities of the Manager, Program Optimization and Compliance are broad and wide ranging, requiring significant judgment. The person in this role must apply in depth management and technical skills to perform specialized client delivery service activities for the Government of Canada Relocation Program teams. This includes abilities in business analysis, quality assurance, internal & financial audits and project management. This person is a team player who can operate as a leader and an individual based on the needs of the project. The person in this role ensures continuous improvement processes are in place, that processes are documented with quality, for all Client groups and liaises with peers including Operations, Learning & Development, and IT Systems. The Manager, Program Optimization and Compliance is the People Manager to a diverse group of individuals, including the Business Quality Analysts, Business Audits, Business Systems Quality Assurance and Business Process Specialist. What You'll Be Doing Manage internal processes and resources to drive project development and implementation for new elements and projects for the Canadian Government Services Clients Lead team to complete process analysis, design/redesign of multiple workflows and processes to ensure that they are customer focused, consistent, effective and efficient, and in compliance with Company standards Prepare and coordinate all deliverable's needed from a contract standpoint Develop practical and creative solutions to complex problems, fully addressing systems, rules, procedures, quality, controls and metrics Identify incremental opportunities by providing information/education regarding services the client may not have considered Ensure adequate audit procedures are in place and are being followed Respond to RFI/RFP questions as required Work with the team to identify and implement ongoing improvements and Program optimization Works closely with client business and project managers in educating them on importance of compliance Providing cost effective recommendations and solutions to business problems Efficiencies, process improvement, data analytics Business Requirements documents for Work Orders, Projects and Reports Analyzing gaps between the Business understanding of requirements and the documented requirements completed by the BA Communicate problem resolution and outcome with appropriate stakeholders, identifying organizational learning's for ongoing improvement of service delivery. Identify opportunities to develop new products and services Partner with process owners and stakeholders to understand business objectives, data and reporting requirements Participate in, or lead sessions with process owners, and team members to analyze business requirements, assess feasibility of solution & develop detailed functional requirements. Leads user acceptance testing for new releases of Company systems. Provide guidance to testers in the development of test plans and scripts, monitor the execution of UAT, and escalate issues as required. Prepares project plans and resource estimates, assigns and manages project responsibilities, and performs status reporting. Leads presentations via face to face and virtual meetings with internal stakeholders Develop and maintain relationship with other internal Company partners Counsels business on specific compliance standards and requirements Partners with internal resources to ensure compliance Participates in operational calls Meet tight time frames under pressure Delivers client reporting and reviews, policy optimization proposals, and projects Provides tracking and monitoring of compliance issues Manages, supervises, and trains a team Proficient understanding of standard domestic relocation and international assignment practices, policy benefits, and procedures Demonstrated project management experience and ability to meet deadlines and prioritize multiple projects Work with minimal supervision escalating issues as necessary Ability to lead group of diverse individuals undertakes other tasks as required Bachelors Degree or equivalent work experience preferred 5+ years of experience in program optimization or similar level of responsibility Superior business acumen, analytical focus and attention to detail (superior email etiquette, effective and polished communication skills both written and verbal, responsive to inquiries/requests) Proficient understanding of standard domestic relocation and international assignment practices, policy benefits, and procedures Demonstrated project management experience and ability to meet deadlines and prioritize multiple projects Work with minimal supervision escalating issues as necessary Ability to lead group of diverse individuals Proactive approach to issue resolution/opportunity pursuit, stellar proof reading/document formatting abilities Excellent organization, administration, and planning skills Excellent written and verbal communication and interpersonal skills Ability to work independently, prioritize and manage multiple projects in addition to day to day activities Analytical skills to determine root causes, develop solutions Fluency in speaking and writing English required, bilingual preferred Initiative and creativity within the parameters of policy and procedures Fluency in IT applications e.g. Microsoft Office, and related platforms Proficiency in developing and using Excel spreadsheets Flexibility and a willingness to undertake additional tasks, as required Sensitivity to the needs of culturally diverse customers and clients Ability to work well within a multicultural team Some travel may be required  #B1956
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Reference number CA_EN_1_021956_12229569

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