Posted November 6, 2019 2 weeks 2 days ago

Manager Compliance

The Commission for Complaints for Telecom-television Services (CCTS) is the Canadian communications industry ombudsman, located in downtown Ottawa. The CCTS provides a free and impartial service to customers of approximately 253 Participating Service Providers (“PSPs”), represented by 371 customer-facing brands.

CCTS’ mandate is to review and resolve consumer and small business telecommunications and television complaints after interaction between the customer and their service provider has failed to produce a satisfactory outcome.

We are seeking a Manager of Compliance who can play a role in managing the CCTS Compliance Monitoring and Enforcement Program and ensuring the service providers sign-up to CCTS when required.

 

ROLES AND RESPONSIBILITIES

  • Directly manage CCTS’ Compliance Monitoring and Enforcement Program by monitoring and auditing PSP compliance further to CCTS practices, working with PSPs to come into compliance and referring non-compliant PSPs to senior management for enforcement action
  • Liaise with PSPs on a regular basis to ensure their understanding of CCTS participation requirements and how to comply with them 
  • Oversee the work done by the compliance team, ensuring that timelines for sending annual compliance certification forms and for PSP sign-ups and referrals are met and that the CCTS Compliance Program is well supported 
  • Provide guidance, leadership and coaching to the Compliance team
  • Assist with relevant interviewing, hiring and staffing decisions
  • In conjunction with HR, action on-going HR issues such as attendance and performance impacting the team
  • Contribute to the annual budget process, identifying areas of priority
  • Assist with other tasks assigned to the Compliance group or Director as may be required from time to time

 

QUALIFICATIONS AND EDUCATION REQUIREMENTS

  • Post-secondary education
  • Minimum three years’ experience working in a position in which the focus was on compliance monitoring or auditing
  • Minimum two years’ experience leading and/or managing a team
  • Very strong ability to communicate clearly in English, both orally and in writing.  Bilingualism (French/English) strongly preferred;
  • Good ability to use Word, PowerPoint; advanced Excel skills
  • Understanding of telecommunications or television industry a significant asset

 

COMPETENCIES, SKILLS AND ATTRIBUTES

Results Focus (Service Delivery)

  • Strong ability to manage projects on time and within budget       
  • Very strong ability to manage multiple priorities within deadlines without sacrificing quality of work         
  • Very strong ability to organize and plan own work and the work of others
  • Very strong ability to communicate effectively and foster relationships with other employees and leaders                 
  • Good ability to focus on strategic planning / needs
  • Very strong ability to work independently and take initiative to involve others when appropriate

Quality and Risk Orientation     

  • Very strong ability to work to a high degree of accuracy 
  • Very strong ability to work with highest degree of ethics and integrity     
  • Very strong ability to listen effectively and act in an unbiased, diplomatic and professional manner           

Problem Solving and Process Improvement       

  • Very strong ability to analyze information and draw relevant conclusions               
  • Very strong ability to create and analyze reports to monitor operational support, drive business decisions, and identify process and production gaps
  • Strong ability to clearly explain complex concepts in layperson’s terms   
  • Excellent ability to troubleshoot a variety of technical issues        
  • Very strong ability to use good judgement in decision making     
  • Excellent ability to handle confidential information in a tactful and discreet manner         
  • Strong ability to influence and persuade others and effect change
  • Strong ability to solve complex problems independently

Stakeholder Relations and Customer Service Focus        

  • Good ability to create a culture that is customer-service oriented             
  • Very strong ability to respond to internal customers promptly and without ambiguity
  • Strong ability to effectively communicate with external stakeholders
  • Strong ability to foster relationships with external stakeholders

Leadership Skills             

  • Very strong ability to coach and take ownership to deliver ongoing feedback about performance
  • Very strong ability to identify issues and concerns that impact the team's effectiveness and take action   
  • Very strong ability to act on information that helps the team deliver at the highest level of service            
  • Strong ability to motivate employees to adapt to and embrace change   
  • Strong ability to delegate and empower the team to do the right level of work    
  • Very strong ability to develop and mentor employees by providing effective learning opportunities          
  • Strong understanding of applicable employment, health and safety and human rights legislation

 

Additional notes

Work conditions: CCTS’ hours of operation are Monday to Friday, 9am to 8pm and subject to change. Some shift work within regular hours of operation may be required. Some additional work may be required outside of normal operating hours.

 

Reasonable Accommodation

CCTS will make every reasonable effort to accommodate prospective candidates under any of the protected grounds of discrimination. Should you need an accommodation in relation to a job opportunity or testing, please make the request as soon as possible. All requests for accommodation will be considered in a fair and objective manner that will ensure applicants are treated with respect and dignity. Information received in relation to accommodation measures will be addressed confidentially.

Interested candidates should send a resume and cover letter by email to: working@ccts-cprst.ca. Only candidates who will be selected for testing and an interview will be contacted.