Manager, Strategic Integration and Complaints Resolution

Role Responsibilities

As a Manager of Strategic Integration and Complaints Resolution, you will be responsible for the strategic planning and operational delivery of the Complaints Resolution and ARTS coordination teams. The Manager is an integral member of the Management Leadership Team and reports to the Director of Strategic Integration and Program Excellence.
 

You will provide leadership and direction to approximately 6 Full-Time Equivalents (FTEs). This includes Priority Issues Coordinators and the ARTS Coordinator, who are responsible for managing, tracking, and drafting responses to division ARs, in addition to drafting and managing strategic divisional documents. The team will also include Complaints Resolution Advisors and an Analyst who are responsible for complaints intake, investigations, and resolution. As a member of the management team, the Manager provides input into the development of program area priorities, goals, operational planning, strategic issues, and allocation of resources. This position is key in linking the Department's and Division's mission, vision, and goals to the delivery of services and responses to Albertans.
 

As a Manager, you will promote a team environment and be accountable for implementing effective human resource practices. The incumbent builds relationships with other government departments and clients to facilitate understanding and compliance with legislation and policy. The position is responsible for collaborating with Divisional management to ensure consistent interpretation, application, and enforcement of policy and legislation. The Manager coordinates and approves staff involvement in the review of Complaints Policy and Procedures through established program and divisional relationships.

The incumbent makes decisions on issues or situations not addressed by established policy or procedure, responds to issues within a frequently politically and emotionally charged environment, and must exercise discretion and sound judgment in choosing an approach to resolve and manage these issues effectively.

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

APS Competencies

Competencies are behaviours 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.
 

Qualifications

Required: 
 

• University graduation in a field related (Public Administration), supplemented by four years related or equivalencies
• Proven management or supervisory experience, including team coordination
• Experience in management, including recruitment, development, and performance management of staff
• Expertise in program planning and familiarity with departmental goals, policies, and procedures
• Strong mediation and conflict resolution skills for addressing customer complaints, alongside excellent leadership and coaching abilities
• Excellent customer service skills and relationship-building abilities.

Equivalency: 
 

Directly related education or experience considered on the basis of:
 

• 1 year of education for 1 year of experience; or
• 1 year of experience for 1 year of education.
   

Assets:
 

• Successful progression in responsibilities and accountabilities
• Strategic prioritization and management of issues with a commitment to Alberta Public Service values
• Research and analytical skills related to management strategies and legislation; adept at conflict resolution with clients
• Ability to work effectively in a team environment and manage projects efficiently
• Strong analytical, conceptual, time management, and organizational skills
• Excellent communication skills (written, verbal, and presentation)
• Understanding of the Traffic Safety Act and related policies to guide staff
• Knowledge of human resource and financial management policies, union agreements, and Alberta Government services
• Familiarity with various acts and regulations affecting complaint investigations

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: 7.25 hours / 36.25 hours a week

Location:  Edmonton 

Additional Information:
 

• One full-time permanent positions.
• Applications without a cover letter will not be considered. Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience and relevant examples of required competencies.
• Successful candidates will be required to undergo enhanced security screening.
• This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level.
• 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
• Management Employees Pension Plan (MEPP) – https://www.mepp.ca
• 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
• Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement
• Leadership and mentorship programs