GM - Operations Planning & Support Services

General Manager

Operations Planning & Support Services

POSITION DESCRIPTION

Provides leadership, direction and management to the Electrical Safety Authority’s clerical, technical and professional support to the electrical inspection process. Coordinates, administers and engages in a variety of initiatives to support the company’s operations.

REPORTING RELATIONSHIPS

Reports to: Vice President, Operations; Senior Director Customer Experience & General Manager Customer Service

Organizational Structure: 5-8 Direct and 15 to 20 Indirect Reports.

ROLE DESCRIPTION

• Responsible for the management of a group of staff in centralized and dispersed offices throughout the province providing clerical, technical and professional support to the electrical inspection process.
• Act as a coach and facilitator to create and sustain a non-threatening, supportive, team environment, actively working with staff to empower them to attain optimal work performance with a high level of personal responsibility and self-management.
• Demonstrates openness and trust through the sharing of information and through establishing two-way team relationships, holding regular meetings to discuss various subjects, including, safety, work plans and scope, problems and suggestions for improvement.
• Identify training requirements required to perform tasks, ensuring the training is relevant and evaluation measures meaningful.
• Establish performance measures and carry out personal effectiveness appraisals and regular reviews, with discussions on wage adjustments or incentives.
• Make effective recommendations on staff selection, taking appropriate and timely actions to deal with unsatisfactory performance, consistent with approved policies, procedures and collective agreements.
• Provide a work environment that is conducive to employee well-being, diversity, and ensuring an harassment-free environment.
• Develop and manage the budget and work programs for the department providing support to the electrical inspection process for Regions, Customer Service Center and Operations as a whole. Prepare and present budget and work program submissions for review and approval by senior management.

• Monitor, investigate and explain budget variances through reference to internal records, accounting details or other resource information.
• Coordinate, administer and engage in a variety of initiatives to support the company’s operations. Develop and recommend processes, procedures and specifications to resolve operational problems and develop consistency across the province or sector, when appropriate.
• Develop processes and methods for implementing the work and monitor work processes to ensure the process addresses the needs.
• Provide advice, guidance and instruction, as required and be responsible for the effectiveness of the processes implemented.
• Plan, organize and schedule work, balancing priorities and demands.
• Conduct needs analyses and develop, investigate and evaluate solutions to a variety of operations issues. Develop specifications for required programs, products and processes according to best business practices to make sure they work effectively.
• Ensure the delivery of products and services to customers meets the necessary quality standards.
• Implement consistent business processes, best practices, and quality and performance measures across the province.
• Conduct audits and reviews of approved process and methods to verify consistent application and improvement in all Regions and offices.
• Negotiate contracts for products and services required to support the company’s operations.
• Determine appropriate suppliers and request quotations and tenders as appropriate.
• Work with operations managers to ensure that the specifications address the requirements and to determine quality control requirements.
• Prepare purchasing documentation and obtain appropriate approvals.
• Work with suppliers and service providers to ensure products and services meet the company’s requirements and are delivered as required.
• Work with functional leads to develop and implement health and safety processes for operations staff.
• Work with operations staff to determine the requirement for changes to health and safety processes and equipment.
• Determine suppliers when necessary, prepare purchasing documentation and negotiate contracts.
• Test equipment to ensure it meets requirements and arrange for delivery.
• Ensure that computer software and processes meet the needs of operations staff. Determine the requirements and develop specifications.
• Work with internal and external information technology specialists to develop and review possible solutions and to test the processes and software developed.
• Review and analyse information technology hardware and software problems experienced by operations staff and refer to information technology specialists fro solutions.
• Implement changed processes and software solutions.

• Develop and deliver training on a variety of operations issues including health, safety, contractor licensing and information technology.
• Work with specialists to ensure the content is accurate and appropriate.
• Develop appropriate tools to keep operations staff informed about a variety of issues, including safety.
• Provide customer service and field implementation assistance.
• Develop delivery tools, tactics, pricing, procedures and audit processes for program initiatives.
• Work with internal regulatory groups to develop solutions to inspection issues, within regulatory constraints.
• Implement and monitor inspector and contractor work practices and procedures, ensuring consistent Provincial application.
• Liaise between field staff, functional leads, LDCs, master electricians, contractors and their associations, managers, technical support and marketing/sales staff to ensure technical, marketing, regulatory and sales assistance is provided.
• Respond to ad hoc requests for long-term field support in these areas.
• Identify, develop and administer the tools required to support licensees, LDCs and ESA CSC staff and staff in the field, including continuous process improvements, delivery guidelines, job “aids” and the like.
• Discuss matters of mutual concern with customers, municipalities, other government staff, municipal electrical utilities, contractor associations, etc., to contribute to the resolution of applicable problems, obtain pertinent information and/or keep abreast of current developments.
• Communicate key issues and initiatives with customers, licensees, LDCs, managers, CSR’s and inspectors.
• Write articles for appropriate trade journals as required.
• Actively lead on various applicable Product Councils. Review, develop, implement and monitor program practices and procedures for CSR’s, electrical inspectors, master electricians and contractors, liaising with LDCs, licensees, customers, managers, CSR’s and inspectors.
• Obtain pertinent information and/or keep abreast of current developments; review and evaluate as they relate to inspection/licensing and certification work.

QUALIFICATIONS

• First hand knowledge of the Electrical Safety Authority.
• Requires a 4-year University education in an appropriate discipline or the equivalent level of education.
• Requires an extensive understanding of the practical aspects of inspecting industrial, commercial and residential electrical installation processes in Ontario and the applicable regulations and technical codes.
• Requires a knowledge of computer hardware, software and processes sufficient to explain the operational needs to information technology specialists.

• Requires a strong understanding of the need to develop and maintain electrical safety awareness at all levels of public, industry, commercial, residential needs.
• Requires experience to develop and deliver training on a variety of operations topics.
• Requires an in-depth working knowledge of the Operations business within the ESA and requires the ability to learn and adapt quickly to understand, adjust and improve detailed internal processes.
• Requires experience to manage the department’s work programs and to supervise subordinate staff.
• Requires a strong background in the electrical energy industry to understand the design, manufacture, construction or utility applications.
• Must have a track record, which demonstrates personal effectiveness with front line and trade staff, preferably in a unionized environment.
• Excellent written and verbal communication skills with ability to adapt level of detail to audience.
• Strong presentation skills.
• Change management skills.
• Proven pro-active problem solver.
• Excellent analytical and negotiating abilities with internal and external partners.
• Strong leadership skills with the ability to build and maintain effective relationships with business partners.
• Ability to effectively manage competing priorities and timelines.
• Ability to balance strategic and operational delivery to meet current and ongoing business needs.

HOW TO APPLY

Qualified Applicants please submit a resume and cover letter at our website: https://esasafe.com/careers/

CLOSING DATE: November 25, 2020

Operations Planning & Support Services

POSITION DESCRIPTION

Provides leadership, direction and management to the Electrical Safety Authority’s clerical, technical and professional support to the electrical inspection process. Coordinates, administers and engages in a variety of initiatives to support the company’s operations.

REPORTING RELATIONSHIPS

Reports to: Vice President, Operations; Senior Director Customer Experience & General Manager Customer Service

Organizational Structure: 5-8 Direct and 15 to 20 Indirect Reports.

ROLE DESCRIPTION

\r\n
• Responsible for the management of a group of staff in centralized and dispersed offices throughout the province providing clerical, technical and professional support to the electrical inspection process.
\r\n
• Act as a coach and facilitator to create and sustain a non-threatening, supportive, team environment, actively working with staff to empower them to attain optimal work performance with a high level of personal responsibility and self-management.
\r\n
• Demonstrates openness and trust through the sharing of information and through establishing two-way team relationships, holding regular meetings to discuss various subjects, including, safety, work plans and scope, problems and suggestions for improvement.
\r\n
• Identify training requirements required to perform tasks, ensuring the training is relevant and evaluation measures meaningful.
\r\n
• Establish performance measures and carry out personal effectiveness appraisals and regular reviews, with discussions on wage adjustments or incentives.
\r\n
• Make effective recommendations on staff selection, taking appropriate and timely actions to deal with unsatisfactory performance, consistent with approved policies, procedures and collective agreements.
\r\n
• Provide a work environment that is conducive to employee well-being, diversity, and ensuring an harassment-free environment.
\r\n
• Develop and manage the budget and work programs for the department providing support to the electrical inspection process for Regions, Customer Service Center and Operations as a whole. Prepare and present budget and work program submissions for review and approval by senior management.
\r\n

\r\n
• Monitor, investigate and explain budget variances through reference to internal records, accounting details or other resource information.
\r\n
• Coordinate, administer and engage in a variety of initiatives to support the company’s operations. Develop and recommend processes, procedures and specifications to resolve operational problems and develop consistency across the province or sector, when appropriate.
\r\n
• Develop processes and methods for implementing the work and monitor work processes to ensure the process addresses the needs.
\r\n
• Provide advice, guidance and instruction, as required and be responsible for the effectiveness of the processes implemented.
\r\n
• Plan, organize and schedule work, balancing priorities and demands.
\r\n
• Conduct needs analyses and develop, investigate and evaluate solutions to a variety of operations issues. Develop specifications for required programs, products and processes according to best business practices to make sure they work effectively.
\r\n
• Ensure the delivery of products and services to customers meets the necessary quality standards.
\r\n
• Implement consistent business processes, best practices, and quality and performance measures across the province.
\r\n
• Conduct audits and reviews of approved process and methods to verify consistent application and improvement in all Regions and offices.
\r\n
• Negotiate contracts for products and services required to support the company’s operations.
\r\n
• Determine appropriate suppliers and request quotations and tenders as appropriate.
\r\n
• Work with operations managers to ensure that the specifications address the requirements and to determine quality control requirements.
\r\n
• Prepare purchasing documentation and obtain appropriate approvals.
\r\n
• Work with suppliers and service providers to ensure products and services meet the company’s requirements and are delivered as required.
\r\n
• Work with functional leads to develop and implement health and safety processes for operations staff.
\r\n
• Work with operations staff to determine the requirement for changes to health and safety processes and equipment.
\r\n
• Determine suppliers when necessary, prepare purchasing documentation and negotiate contracts.
\r\n
• Test equipment to ensure it meets requirements and arrange for delivery.
\r\n
• Ensure that computer software and processes meet the needs of operations staff. Determine the requirements and develop specifications.
\r\n
• Work with internal and external information technology specialists to develop and review possible solutions and to test the processes and software developed.
\r\n
• Review and analyse information technology hardware and software problems experienced by operations staff and refer to information technology specialists fro solutions.
\r\n
• Implement changed processes and software solutions.
\r\n

\r\n
• Develop and deliver training on a variety of operations issues including health, safety, contractor licensing and information technology.
\r\n
• Work with specialists to ensure the content is accurate and appropriate.
\r\n
• Develop appropriate tools to keep operations staff informed about a variety of issues, including safety.
\r\n
• Provide customer service and field implementation assistance.
\r\n
• Develop delivery tools, tactics, pricing, procedures and audit processes for program initiatives.
\r\n
• Work with internal regulatory groups to develop solutions to inspection issues, within regulatory constraints.
\r\n
• Implement and monitor inspector and contractor work practices and procedures, ensuring consistent Provincial application.
\r\n
• Liaise between field staff, functional leads, LDCs, master electricians, contractors and their associations, managers, technical support and marketing/sales staff to ensure technical, marketing, regulatory and sales assistance is provided.
\r\n
• Respond to ad hoc requests for long-term field support in these areas.
\r\n
• Identify, develop and administer the tools required to support licensees, LDCs and ESA CSC staff and staff in the field, including continuous process improvements, delivery guidelines, job “aids” and the like.
\r\n
• Discuss matters of mutual concern with customers, municipalities, other government staff, municipal electrical utilities, contractor associations, etc., to contribute to the resolution of applicable problems, obtain pertinent information and/or keep abreast of current developments.
\r\n
• Communicate key issues and initiatives with customers, licensees, LDCs, managers, CSR’s and inspectors.
\r\n
• Write articles for appropriate trade journals as required.
\r\n
• Actively lead on various applicable Product Councils. Review, develop, implement and monitor program practices and procedures for CSR’s, electrical inspectors, master electricians and contractors, liaising with LDCs, licensees, customers, managers, CSR’s and inspectors.
\r\n
• Obtain pertinent information and/or keep abreast of current developments; review and evaluate as they relate to inspection/licensing and certification work.
\r\n

QUALIFICATIONS

\r\n
• First hand knowledge of the Electrical Safety Authority.
\r\n
• Requires a 4-year University education in an appropriate discipline or the equivalent level of education.
\r\n
• Requires an extensive understanding of the practical aspects of inspecting industrial, commercial and residential electrical installation processes in Ontario and the applicable regulations and technical codes.
\r\n
• Requires a knowledge of computer hardware, software and processes sufficient to explain the operational needs to information technology specialists.
\r\n

\r\n
• Requires a strong understanding of the need to develop and maintain electrical safety awareness at all levels of public, industry, commercial, residential needs.
\r\n
• Requires experience to develop and deliver training on a variety of operations topics.
\r\n
• Requires an in-depth working knowledge of the Operations business within the ESA and requires the ability to learn and adapt quickly to understand, adjust and improve detailed internal processes.
\r\n
• Requires experience to manage the department’s work programs and to supervise subordinate staff.
\r\n
• Requires a strong background in the electrical energy industry to understand the design, manufacture, construction or utility applications.
\r\n
• Must have a track record, which demonstrates personal effectiveness with front line and trade staff, preferably in a unionized environment.
\r\n
• Excellent written and verbal communication skills with ability to adapt level of detail to audience.
\r\n
• Strong presentation skills.
\r\n
• Change management skills.
\r\n
• Proven pro-active problem solver.
\r\n
• Excellent analytical and negotiating abilities with internal and external partners.
\r\n
• Strong leadership skills with the ability to build and maintain effective relationships with business partners.
\r\n
• Ability to effectively manage competing priorities and timelines.
\r\n
• Ability to balance strategic and operational delivery to meet current and ongoing business needs.
\r\n

HOW TO APPLY

Qualified Applicants please submit a resume and cover letter at our website: https://esasafe.com/careers/

CLOSING DATE: November 25, 2020