Director, Operations

Role Responsibilities

As Director of FSOS Operations you will play a key role in providing senior leadership for the Family Support Order Services Branch (FSOS), and overseeing key projects and initiatives related to modernizing delivery of operational, client, and technology services. The Director ensures Maintenance Enforcement Program (MEP) and Child Support Recalculation Program (RP) clients receive high quality, accessible services that manage over $277M annually in court ordered child and family support.

Leading a team of sixty-four staff and managing a $4.4M budget, the Director sets service strategy, drives operational excellence, and ensures compliance with Government of Alberta service standards. This role is part of the FSOS Senior Leadership Team and may act for the Executive Director as required.

The Director oversees multiple units, including:

• Interactive correspondence and technology services.
• Records management, document processing, and collection support.
• Registration, adjustments, and financial reconciliation.
• Revenue operations and trust account management.
• Technical and administrative services supporting 24/7 mission critical systems.
  
  

Through three subordinate managers and seven team leads, and in consultation with colleagues, the Director of Operations is responsible for the formulation and delivery of interactive communication services, advanced technologies, financial and client services for FSOS Branch clients, stakeholders, and staff.

The Director also provides guidance and direction of an effective 24/7 large mission critical computer and financial interface system and processes. The Director leads a Technical and Administrative Services team (TAS) to manage personnel, purchasing, accommodation, moves, IT, systems, and interface functions.

The Director collaborates with cross ministry partners to maintain and enhance key technology systems, including MIMS and CXOne, ensuring reliable tools for staff and clients. The position also leads major operational improvements, complex special projects, and continuous innovation to strengthen FSOS’s service delivery.

Role Responsibilities Continued

The successful candidate will demonstrate the following characteristics: 

• Significant senior leadership experience leading complex client service focused programs, stakeholder engagement, and continuous improvement. 
• Proven ability as a team leader with strong project management, strategic planning, and organizational skills. 
• Extensive experience managing complex issues while delivering results by engaging cross-ministry support for key services and tools. 
• Highly developed communication, consultation and negotiations skills including a demonstrated ability to collaborate strategically with a wide variety of stakeholders. 
• Experience managing significant human and financial resources and contracts. 
• Strong familiarity with established and emerging technology solutions that may be recommended or implemented for client service delivery, file management, support enforcement, and fiscal management such as AI, digital tools or bots, web design, etc. 
• Knowledge of the family justice system and court processes with a strong understanding of the role of enforcement in the family law system, particularly in the context of the legislation authorizing FSOS programs: the Divorce Act, Maintenance Enforcement Act, Maintenance Enforcement
• Regulation, Inter-jurisdictional Support Orders Act, Inter-jurisdictional Support Orders Regulation, Family Law Act, Child Support Recalculation Program Regulation; Family Orders and Agreements Enforcement Assistance Act; Child Support Guidelines (Federal and Alberta).
• Proven ability to build and maintain effective working relationships with a range of stakeholders and interest groups with diverse and competing needs. 
• Demonstrated ability to shape corporate culture by motivating staff to manage FSOS Branch changes that have the potential for organization-wide impact. 
• Effective verbal, written and interpersonal communication skills, including the ability to influence, negotiate and facilitate complex issues and relationships. 
• Proven ability as a team leader with a commitment to create, support and sustain an environment that enables staff to achieve results, and to develop and build organizational capacity for the future. 
• Practical judgment and strong decision-making abilities to address complicated and sensitive issues. 
• The Director is a standing member of the Senior Leadership Team and serves as an expert resource to the FSOS Executive Director and other senior officials regarding services falling under the mandate of FSOS Operations. With wide-ranging responsibilities that impact all other points in the
• FSOS Branch, other components of the justice/legal system, and other jurisdictions, it is incumbent on the Director to consult with other stakeholders fully and deploy service improvements on a measured basis. 
  
  

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

• Agility - To anticipate, assess, and readily adapt to changing priorities, manage resilience in times of uncertainty and effectively work in a changing environment.
  
  
• Build Collaborative Environments - Leads and contributes to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.
  
  
• Creative Problem Solving - To be proactive in identifying solutions and focusing on continuous improvement.
  
  
• Drive for Results - To know what outcomes are important and maximizing resources to achieve results that are aligned with the goals of the organization while maintaining accountability to each internal and external stakeholders.
  
  
• Systems Thinking - Recognize the broader impact of your work and to be able to understand broader goals.

Qualifications

University graduation in a field related to the position assignment, supplemented by seven years progressively responsible experience. 

Equivalencies may be considered:

• Master’s and a minimum of five (5) years of related experience, Diploma and a minimum of nine (9) years related experience, No education and a minimum of eleven (11) year’s experience.
  
  

Required

• Please outline how your experience relates to the qualifications in detail in your cover letter. Applications without a cover letter will not be considered. Your cover letter and resume will be used to assess written communication skills.
• Experience managing/supervising team(s) through complex change and innovation.
• Experience in strategic workforce and human resources people management.
• Experience in strategic and operational planning and management.
• Experience in financial management including managing an operational budget and forecasting.
• Exceptional written and oral communication skills are required. 
• Experience collaborating with colleagues a broad and complex organization, ie cross divisional or cross-ministry.
• Experience in administrative oversight such as working with external stakeholders, procurement, and contract management.
• Experience in stakeholder engagement both internal and external. 
• Proven experience in leading projects related to enhancing digital services or modernizing and automating manual processes.
  
  

Assets

• Superior knowledge of FSOS Branch daily operations and operational requirements.
• Experience applying legislation or policy (Maintenance Enforcement Act, Child Support Recalculation and Regulation Act, Interjurisdictional Support Orders Act, Family Law Act and the Divorce Act).
• An understanding of the family law system.

Candidates with lesser qualifications may be considered at a lower classification and salary.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

• Hours of work: Monday – Friday, 8:15 am - 4:30 pm (36.25/week) 
• Positions currently available: One (1) permanent
• Location: John E. Brownlee Building, 10365 – 97 Street, Edmonton, Alberta T5J3W7.
  
  

Final candidates will be required to undergo a security screening.

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

Links and information on what the GoA have to offer to prospective employees:

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Leadership and mentorship programs.