Manager, Licensing, Information Services, and Proactive Inspections

Overview and Purpose

Reporting to the Executive Director/Deputy Registrar, the Manager - Licensing, Information Services, and Proactive Inspections - will provide leadership to the Proactive Inspections and Licensing / Information teams to ensure smooth operation by providing guidance and technical expertise to staff regarding escalated and complex cases.

The Manager will 1) provide operational and technical guidance to reporting staff in line with CMRAO's policies and standards, 2) draft and review communications such as compliance notices and inspection findings, 3) oversee the development and contribute to the drafting, implementation and maintenance of inspections, licensing and information policies, processes and procedures.

Key Responsibilities

Licensing and Information 

• Manages virtual call centre, including:
  • Assigning staff to different positions in the call queue
  • Designing, updating, maintaining the call tree
  • Reviewing data reports and making enhancements to associated business processes
  • Ensuring that voicemails are responded to
• Manage email channels for licensing and information services department (ensure emails are responded to in a timely manner and ensure quality and accuracy of information provided to clients)
• Takes an active role in monitoring department service standards and proposing new key performance indicators related to licensing and information to enhance team performance
• Monitors service levels and propose solutions to address delays and bottlenecks in processing licensing and information.
• Monitors and propose enhancements to the CMRAO contact center including streamlining call routing for enhanced customer service.
• Takes an active role in website content management including regular reviews and updates to ensure accuracy and recency
• Responds to escalated general enquiries and concerns related to licensing and information processes
• Develops, implements and ensures adherence to Key Performance Indicators within licensing and information departments
• Integrate call and email services with Customer Relationship Management ("CRM") system
• Manage licence application queues (assign files and monitor performance against performance measures)
• Manage licence renewal and reinstatement processes, including issuance of reminder notifications to licensees, assignment of files, creation and monitoring of compliance cases for non-renewal
• Reviews and approves requests for refunds
• Reviews and summarizes escalated licence application files and make recommendations to Deputy Registrar re: appropriate course of action
• Reviews and write compliance notices to licensees

Proactive Inspections 

• Manages the operations of Proactive Inspections and ensures connections with other units/departments where there are inter-dependences to achieve operational goals and CMRAO's mandate.
• Supports CMRAO's Proactive Inspections program by reviewing inspection reports, recommendations and directives to ensure the program's objectives are met.
• Manages staff, monitoring work assignments for adherence to service standards and the achievement of individual performance and learning objectives
• Is responsible for the review, development, implementation and monitoring of documentation related to inspections policies, guides, processes and procedures.
• Monitors department service standards and proposes new key performance indicators related to inspections to enhance team performance
• Responds to escalated general enquiries and concerns related to inspections processes
• Monitors service levels and propose solutions to address delays and bottlenecks in processing inspections.
• Provides operational guidance and feedback to the Proactive Inspections Lead and other inspectors retained by the CMRAO.
• Identifies improvement opportunities and initiates/undertakes projects on behalf of the Deputy Registrar to drive continuous improvement.
• Reviews, edits and prepares reports, briefs and correspondence related to inspections which provide recommendations, accurate information, and advice to Deputy Registrar.
• Provides input into planning and priorities to Deputy Registrar. Reviews and develop standardized processes for administering proactive inspections of licensees
• Administers risk-based inspections policy and recommends changes/enhancements to senior management based on observed trends
• Will be appointed as Inspector by the Registrar of the CMRAO for the purpose of conducting inspections in accordance with sections 59 and 60 of the Condominium Management Services Act, 2015.
• If/when appointed as inspector, the incumbent will:
  • Conduct the inspection of licensed businesses and individual condominium managers
  • Conduct analysis of documents and materials and evaluates compliance with the Condominium Management Services Act, 2015 (CMSA)
  • Prepare inspection reports on the conduct and activities of licensees; prepares report of findings and recommendations for further action if required.
  • Provide advice and recommendations regarding conditions to place on a license based on analysis of documents.

Education

Completion of a university degree in areas such as public policy, law or business – or a combination of education, training and experience deemed equivalent.

Experience and Skills 

• A minimum of five (5) years of progressive experience in a regulatory environment.
• A minimum of three (3) years of experience leading teams.
• Knowledge of the Condominium Management Services Act, 2015 and the Condominium Act, 1998 – an asset
• Sound knowledge of consumer protection issues.
• Project management skills to keep track of escalated licensing and education activities and provide timely solutions and proven capacity to prioritize and multi-task in a fast-paced environment to meet goals.
• Strong interpersonal and communication skills to engage consumers, licensees and other stakeholders about licensing issues and process requirements and resolve issues.
• Ability to work collaboratively with other departments withing the CMRAO (education, complaints, communications, IT).
• Strong verbal and written communication skills to review documentation and provide recommendations for improvements.
• Strong verbal/written skills to prepare and present a range of complex materials including presentations, reports, analysis, briefing materials, etc.
• Effective leadership to ensure staff understand the scope and reality of consumer protection issues to create an effective team culture.
• Proven service-focused operational leadership to translate and communicate CMRAO strategic direction and lead a team to achieve organizational goals.
• Political acuity to recognize and respond in a timely manner to issues which may have an impact for the CEO/Registrar, internal departments, or consumers.
• Familiarity with business intelligence tools and data analysis techniques to provide data-driven recommendations.
• Familiarity with requirements management tools and processes to capture and track business requirements throughout any project lifecycle.
• Knowledge of CRM systems
• Familiarity with the creation of reports and dashboards using business intelligence tools to facilitate decision-making

Impact of Errors: Decisions and recommendations have a noticeable impact on the organization's ability to achieve its mandate and goals and on CMRAO's credibility in the sector and with the public. 

Location

Toronto, Ontario (Hybrid)

Department

Management

Employment Type

Permanent Full-Time

Minimum Experience

Manager/Supervisor

Compensation

$85,000 to $100,000/yearly