Mandatory

• Valid G class driver’s licence to travel overnight to remote locations where alternative transportation is not available

Technical Knowledge:

• You have demonstrated knowledge of relevant legislation, regulations, services, policies, and procedures for partner ministries to interpret, apply and process accurate transactions consistently for all lines of business (e.g. Health, Driver & Vehicle, Ministry of Natural Resources) and provide technical advice, guidance to customer service staff
• You have experience with Cash and Inventory Management Oversight (CIMO), financial accountabilities and document security/integrity (i.e. in-person payment system transactions, ADI reports, outdoor card centre remitting process)
• You have knowledge of OPS Customer Quality Service Standards to ensure that customer service staff meet applicable standards and ensure service excellence

Leadership and Mentoring Skills

• You have leadership and mentoring skills to provide technical advice, guidance, training and coaching to customer service staff (one on one or in a group setting)

Communication and Interpersonal Skills:

• You can communicate clearly to provide policy and legislation interpretation to customers, staff and stakeholders including detailed explanations to ensure understanding
• You have written communication skills to prepare issues reports, correspondence, presentations and develop procedural proposals, training materials and other documentation
• You have interpersonal skills to develop effective working relationships and strong rapport with customer service staff, managers, customers and stakeholders
• You have conflict management skills to mediate and resolve disputes or de-escalate customer issues

Analytical and Research Skills

• You have analytical and evaluative skills to conduct transaction reviews for accuracy, resolve complex complaints and issues and prepare reports to document findings, develop options and make recommendations
• You have experience with research methods and techniques to investigate and conduct research related to contentious issues and compile information for reports
• You can assess and measure the effectiveness of customer service staff as it pertains to their ability to deliver products and services as well as follow policy
• You can recommend solutions to enhance service delivery
• Organizational and Judgement Skills
• You have political acuity to identify contentious situations and occurrences with political overtones
• You have demonstrated organizational skills to manage multiple priorities within competing timeframes and a fast paced environment
• You have judgement skills to determine the method of communicating priorities, training issues and revisions to processes as well as when relaying information to clients