Position Description :
If you enjoy working with the public in a high energy and dynamic environment - challenging and rewarding job opportunities await you at Serco Canada
You will be part of a professional team which supports operations at all DriveTest Centers across Ontario on behalf of the Ministry of Transportation. Bring your expertise and customer service skills to this unique opportunity with DES – Driver Examination Services.
We are looking for dedicated individuals who desire to grow within Serco Canada and further develop their leadership skills while assisting with the management of selected DriveTest Centers. This demanding yet rewarding role requires adaptability, independent thinking, initiative, and enthusiasm. The position will suit you if you have strong interpersonal skills, creative problem-solving abilities, are dedicated to achieving goals and are eager to learn and invest in personal development.

EDUCATION /CERTIFICATIONS:

• Post-Secondary education in a related field or possess a relevant combination of education
• Possession of a valid Driver’s License i.e. A, B, M, Z, is preferred; if not, the ability to obtain all classes of licenses will be considered

KNOWLEDGE AND EXPERENCE

• 3-5+ years experience in a leadership capacity
• Previous supervisory experience.
• Experience in fraud mitigation, evaluation of fraud risk assessment and investigative work
• Experience and understanding of contracts, SOW and labour agreements.
• Specific years required in specific roles or special knowledge
• Comprehensive understanding of concepts and principles within own discipline and knowledge of others.
• Ability to evaluate risk and related mitigation strategies.
• Communicates effectively – able to articulate ideas in a clear and persuasive manner.

SKILLS/COMPETENCIES (INTERPERSONAL COMMUNICATION, FINANCIAL, MANAGERIAL, PROBLEM SOLVING):

• Excellent computer skills in MS Office suite.
• Strong project management skills with the ability to work on and track multiple projects simultaneously.
• Effective communication skills and ability to work cross functionally within the organization.
• Excellent collaborative leadership and organizational skills.
• Strong degree of integrity and judgment.
• Able to effectively delegate authority as required.
• Willing to take ownership for the outcomes of projects within scope of responsibility.
• Strong planning, coordination, execution and analytical skills.
• Proven ability to meet deadlines and changing priorities.

SUPERVISORY LEADERSHIP SKILLS:

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• Capability in applying and ensuring consistent Performance Management practices (Coaching, Feedback, Expectations, Corrective Action).

• Capability in working with Manager to ensure the overall development of direct reports.
• Solid decision-making skills.
• Team building aptitude, focus on productivity and collaboration.
• Solid communication skills to appeal to broad audiences including managerial, direct reports, and cross-functional relationships.
• Capability to influence others internally and externally, including senior leaders.
• Presents with impact. This includes skillfully facilitating discussions and confidently expressing ideas and insights when appropriate.
• Capability to exchange ideas and information effectively using tact and diplomacy when dealing with others.

SUMMARY/PURPOSE:

• Provide compliance and fraud/risk mitigation oversight of testing services at DriveTest Centres, across Ontario
• Support and assist with confidential investigations into allegations of internal and external fraud and unethical activities, alongside Business Integrity Manager.
• Supervise and ensure adherence to company guidelines and processes designed to ensure business integrity.
• Monitor DriveTest Centres to ensure Driver Examiner and Driving Instructor compliance with defined business practices and standards
• Identify and report areas of risk, and work with key stakeholders to propose and implement mitigating solutions
• Ensure compliance with all Serco Canada Inc. policies and procedures, including but not limited to MTO Standards, Code of Conduct and Ethics, Serco Management System, PDR’s, etc.
• Responsible and accountable to meet the Project Agreement KPIs.

KEY RESPONSIBILITIES:

• Monitor DriveTest Centre levels of compliance with policies and procedures with a focus on detecting and mitigating fraud and unethical activities in the workplace
• Monitor employee adherence to processes by reviewing scorecards, reports and conducting in-vehicle audits
• Perform data analytics to identify anomalies and potential areas of exposure.
• Identify and mitigate Serco liabilities using fraud prevention and awareness processes.
• Work with key internal stake holders, to review and implement new business initiatives and other special projects as assigned
• Direct subordinate employees in performance of section tasks and responsibilities.
• Perform hands on work in support of section service delivery objectives.
• Accountable for performance management of subordinate employees, including authority to initiate corrective action in line with HR approval model.
• Accountable to ensure all assigned deliverables and other reports are completed accurately and on time.
• Accountable to ensure that standards for the accomplishment of short-term priorities are clearly articulated to staff and that resources are made available to achieve the standard.
• Communicate key business objectives to front-line staff.
• Visibly demonstrate Serco Values and work practices and ensure that all staff across the organization are practicing these Values daily.
• Other related duties relevant to this position as may be required.
• Comply with all regulations, policies and procedures pertaining to the operations including occupational health and safety, environmental, drug and alcohol, and quality.

To be successful in this role, you must have:

• 3-5+ years experience in a leadership capacity
• Previous supervisory experience.
• Experience in fraud mitigation, evaluation of fraud risk assessment and investigative work
• Experience and understanding of contracts, SOW and labour agreements.
• Specific years required in specific roles or special knowledge
• Comprehensive understanding of concepts and principles within own discipline and knowledge of others.
• Ability to evaluate risk and related mitigation strategies.
• Communicates effectively – able to articulate ideas in a clear and persuasive manner