Team Lead Application Services

Role Responsibilities

The Application Services Team Lead plays a key leadership role within the Residential Protection Program (RPP) operations team. This role is responsible for overseeing the delivery of front-line client services, including intake and evaluation of applications and communication with clients and stakeholders. 

Reporting to the RPP Operations Manager, the Team Lead provides direct supervision and mentorship to a team of Program Officers, ensuring daily operations run efficiently and in compliance with legislative requirements, policy standards, and service delivery targets. The Team Lead collaborates closely with RPP support staff, the NHBPS Analyst, Compliance Officers and managers to support effective program administration and maintain high-quality service delivery. 

The Team Lead supports the Operations Manager by contributing to ongoing program development through identifying operational gaps, supporting the implementation of new or enhanced processes, monitoring team performance and fostering staff growth. This role also provides subject matter expertise and helps promote a culture of service excellence to support RPP in achieving its key outcomes and goals.  

  Your key responsibilities will include:

Team Leadership & Supervision
•    Supports and implements operational plans and fosters a motivated, inclusive, and learning-focused team environment
•    Sets clear performance objectives; monitors progress and delivers constructive feedback through regular meetings and one-on-one sessions
•    Mentors and coaches’ staff, supporting growth through personalized development plans and targeted training

Administration of Applications and Client Services
•    Coordinates day-to-day staff activities and oversees team priorities, including task assignment, resource allocation, and coverage during peak periods
•    Maintains and updates procedural documentation to ensure consistency and establishes best practices for ensuring applications are complete, and the data contained
      in NHBPS, the public registry and internal queues are accurate and reliable
•    Collaborates with NHBPS Coordinators, contractors, and administrative teams to develop and maintain workflows and uphold service standards

Program Development and Improvement
•    Reviews or audits applications to maintain system integrity and legislative compliance; analyzes trends to inform or support modernization
•    Contributes innovative ideas to streamline processes, reduce administrative burdens, and enhance consumer protection
•    Provides subject matter expertise to support new and revised policy initiatives and ensure operational effectiveness

Supports the Operations Manager
•    Directly supports the manager in achieving branch goals, targets, and performance metrics outlined in RPP business and operational plans
•    Provides strategic feedback and recommendations based on operational data, staff input and emerging trends
•    Identifies emerging issues and risks; promotes awareness to strengthen program resilience and service outcomes.
•    Serves in an acting capacity for the Operations Manager when required

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.

•    Drive for Results – Works to exceed goals and partner with others to achieve objectives. Ensures direct reports are trained and resources are balanced to maintain
      or exceed the service delivery timelines and expectations. Collaborate with or seek support from other areas of RPP to achieve operational or service delivery goals

•    Creative Problem Solving – Engages the community and resources at hand to address issues. Tackles complex application issues or decisions by engaging and
     working closely with, program officers and engaging with compliance team when necessary; ensuring the decisions are in alignment with current program direction
     and outcomes. Gives program officers the confidence to make decisions and encourages them to speak up with new ideas when there is no clear path forward. Knows
     who and when to engage when decisions are urgent, or the subject-matter is sensitive

•    Build Collaborative Environments – Collaborates across functional areas and proactively addresses conflict. Ensures Program Officers are cross-trained on all
     application types and understand how their roles intersect with the Compliance Officers, NHBPS Analyst and Information Coordinators to provide efficient, streamlined
     service delivery for Albertans. Meets regularly with the team and individually to provide support and feedback towards learning and performance goals. Makes
     recommendations when individual or group recognition should be made. Identifies opportunities for team building and supports collaboration and communication
     between key stakeholders and staff

•    Systems Thinking – Considers inter-relationships and emerging trends to attain goals. Remains informed of current and changing needs of builders and applicants,
      recognizes new or emerging trends that may require operational changes. Supports and contributes to the operational goals of the department. Ensures application
      decisions made are guided by legislation, policy, and long-term objectives of the program and not influenced by volume or limited resources

•    Develop Self and Others – Seeks out learning and knowledge-sharing opportunities. Asks appropriate and timely questions. Shows enthusiasm and interest in
      keeping up to date on current issues impacting the program and the industry. Supervises a team of PS2s and coaches and develops their skills and competencies.

Qualifications

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.

University Degree in Business, Public Administration or a related field; PLUS 4 years of related experience required; or equivalent as described below. Equivalency:

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

Assets 
•    A minimum of 2 years of supervisory experience, preferably within a regulatory, consumer protection, or service delivery environment
•    Experience working or understanding of real estate processes, land titles and survey transactions, corporate registry and land titles databases (CORES, ALTA,
      ARLO,SPIN) 
•    Knowledge of the NNHPA, Safety Codes Act, Land Titles Act and consumer protection legislation

Skills and Abilities
•    Strong leadership, team building, goal setting and performance management skills
•    Ability to work in a fast-paced environment with frequent interruptions and time sensitive situations  
•    Proven track record for developing and maintaining relationships with staff and stakeholders
•    Ability to identify, mitigate, and resolve issues through problem-solving and conflict resolution processes
•    Experience working and understanding the requirements of regulatory frameworks and legislation interpretation
•    Experience working with databases or registry systems, business analysis techniques, and solution development

Notes

This position may be used to fill future vacancies across the Government of Alberta, at equal or lower classification and salary.

Hours of Work: Monday to Friday, 36.25 hours per week.

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.

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 has to offer to prospective employees.

•    Working for the Alberta Public Service – https://www.alberta.ca/advantages- working-for-alberta-public-service.aspx
•    Public Service Pension Plan (PSPP) – https://www.pspp.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
•    Leadership and mentorship programs