Senior Advisor, Program Delivery (Senior Team Lead, Registration Centre)

Important messages

VERY IMPORTANT NOTE: Candidates must clearly demonstrate with concrete examples IN THE PRE-SCREENING QUESTIONS how they meet the education and experience factors listed in the essential qualifications and assets if applicable. Resumes may be used as a secondary source to validate the education and the experience described in their answers to the pre-screening question. Failure to provide this information in the requested format may result in your application being rejected.

Work environment

A new act. A new industry. If you are an experienced customer relations specialist, come and help shape a social change from the ground up.

With the introduction of the Cannabis Act in Parliament, Health Canada is building the team to deliver on ambitious goals to improve public health and safety. The Act is full of innovations and we are looking for creative professionals who can turn those ideas into real programs for Canadians.

To help us move in that direction, we are looking for a customer relations specialist with significant supervisory experience to help us deliver on results and improve the services that we offer to Canadians with respect to personal and designated production registrations. Experience working and supervising in call centre or application processing environments are a strong asset.

Intent of the process

Although the immediate intent of this poster is to fill one (1) position on an indeterminate basis, applicants should be aware that a pool of qualified or partially assessed candidates may be established and may be used to staff similar positions at this group and level with various security requirements, conditions of employment as well as various tenures (acting, assignment/secondment, deployment, term and/or indeterminate) within Health Canada.

Positions to be filled: 1

Information you must provide

Your résumé.

You must meet all essential qualifications in order to be appointed to the position. Other qualifications may be a deciding factor in choosing the person to be appointed. Some essential and other qualifications will be assessed through your application. It is your responsibility to provide appropriate examples that illustrate how you meet each qualification. Failing to do so could result in your application being rejected.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

Education:

A secondary school diploma or an acceptable combination of education, training and/or experience.

Degree equivalency

Experience:

Significant * experience analyzing complex** issues and providing advice to management.
Significant * experience leading a team to identify and resolve service delivery issues, and recommend service delivery improvements.
Experience maintaining and developing relationships with internal and external stakeholders or clients.
Experience in developing strategic quality assurance service standards and monitoring mechanisms.
Experience in risk management, as it relates to decision making and compliance/enforcement.

*Significant experience is understood to mean having performed these duties on a sustained basis over a period of at least three years.
**Complex issues include criteria such as: national in scope; having many elements or dimensions; having significant public visibility; featuring significant involvement by partners or stakeholders; etc.

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

Assets Qualifications:

Experience managing a large * service delivery program for clients
Experience managing an applications or claims processing centre
Experience in quality assurance

*Large is defined as a program having a client base of over 1000.

The following will be applied / assessed at a later date (essential for the job)

Bilingual - Imperative (CBC/CBC)

Information on language requirements

Knowledge:

Knowledge of program management principles and practices.
Knowledge of data management principles and practices.

Abilities:

Ability to analyze information and make recommendations.
Ability to adapt to changing requirements and address conflicting priorities.
Ability to extract, manipulate and summarize data.
Ability in managing staff.
Ability to communicate effectively orally.
Ability to communicate effectively in writing.

Personal Suitability:

Leadership
Thoroughness
Initiative
Reliability
Judgement
Respectful of Diversity

The following may be applied / assessed at a later date (may be needed for the job)

Operational Requirements:

Willingness and ability to work overtime on short notice.
Willingness and ability to travel on occasion.

Conditions of employment

Reliability Status security clearance

Other information

Candidates may be required to meet the asset qualifications or the organizational needs, depending on the requirements of the specific position being staffed. Meeting one or many of the asset qualifications may be a deciding factor in appointing a particular candidate amongst the qualified candidates. Please note that some or all of the asset qualifications could be used at the screening phase.

Reference checks may be sought.

Volume Management strategies may be used.

An interview may be administered.

A written examination may be administered.

Acknowledgment of receipt of applications will not be sent; candidates will only be contacted when the screening process is completed.

Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

Candidates must provide their proof of education at a later time in this process.

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.

The Public Service of Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or the departmental official in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Preference

Preference will be given to veterans and to Canadian citizens, in that order.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.