Posting 23-44
Bilingual Client Services Assistant, Client Services Unit

Membership Services Department

Permanent Position, Category 13 - Hiring Range $50,428 - $55,833

Experience required in a modern client contact centre environment, with professional French- and English-language oral communication ability as well as strong writing skills to provide excellent service in responding to e-mail enquiries and letters. French language proficiency testing will be administered as part of the recruitment process for this position.

Responsibilities

• Answer enquiries and provide accurate and concise information by telephone and in writing to members, applicants and the general public in an inbound call centre environment
• Provide assistance and advice to internationally educated teachers seeking a teaching license in Ontario
• Advise applicants as to the status of their application and provide information on how to obtain documents required for registration
• Provide information on additional qualification courses, admission prerequisites and course providers
• Provide assistance with fee payments, member login and member update information on the membership database.
• Engage in problem solving to resolve issues for applicants and members
• Escalate complex inquiries to Client Services Researchers and Officers using the Client Services Escalation protocol
• Verify caller identity prior to the release of all personal information.
• Participate in cross-training for occasional assignment to Membership Records Assistant and/or Evaluation Assistant responsibilities.
• Perform other duties as assigned by the Manager of Client Services.

To apply, please forward your cover letter and resume no later than October 10, 2023.

Posting 23-43
Manager of Human Resources

Human Resources, Office of the Registrar

Permanent position, Category 4A – Hiring Range $131,969 – $148,532

Reporting to the Deputy Registrar, the Manager of Human Resources, as head of Human Resources (HR), manages the HR team and is the lead advisor to the Senior Leadership Executive of the College on HR matters and best practices. As the Manager of HR, this role will be responsible for managing the full employee lifecycle, supporting organization effectiveness through the delivery of HR programs, and providing advice to protect the organization from human capital risks. Key responsibilities include organizational development, staffing/recruitment/retention, employee engagement and wellness, health and safety, employee relations, compensation administration, performance management, EDI and training. As a senior subject matter expert, the incumbent will help the College leadership team on both strategic and operational human resources topics.

Responsibilities

• Collaborate with the Deputy Registrar and the HR team to provide leadership to the human resources function and establish human resources objectives and an implementation plan for achieving them within a specified period of time.
• Determine human resources priorities, assign and monitor the work of human resources staff; ensure professionalism, accuracy, timely completion and an equitable distribution of work in effectively accomplishing the Unit's tasks.
• Establish and maintain efficient and effective procedures, train and orient new staff, communicate performance standards for the human resources staff and regularly evaluate the performance of staff.
• Provide management reports, policy analysis and support in the human resources area as required in relation to agendas of the senior leadership team, College Council and the Human Resources Committee.
• Provide human resources advice and support services to management and employees, including organizational development staffing, employee relations, compensation administration, performance management and training.
• Bridge management and employee relations by addressing demands, grievances or other issues.
• Oversee the implementation of effective internal and external recruitment procedures, including recruitment planning, advertising, acknowledgements, screening, interviews, references, and appointment processes for regular and temporary staff.
• Guide College-wide performance management, including initial staff orientation and induction, probationary and ongoing performance planning and review, training and development and professional growth opportunities for staff and managers, and exit interviews.
• Maintain and coordinate a comprehensive salary administration program consistent with financial resources and College-wide human resources staffing, recognition, equity and retention objectives.
• Maintain compliance with HR legislation and assess implications, ensuring that leadership has guidance supported by solid data and metrics.
• Ensure administrative and information support to core College Human Resources programs, including pension and benefits, attendance, overtime, vacations, position descriptions and organization charts, employee information system, employment contracts, cyclical HR actions such as salary reviews, performance plans and reviews, and benefit entitlement changes.
• Develop and monitor the HR budget, adjusting plans as required. Identify operational and staff budget requirements, prepare forecasts and projections, monitoring budget adherence, identifying/explaining variances and discrepancies, and authorize expenditures within budget and approved limits.
• Oversee the development and implementation of human resources policies and procedures related to effective human resources practices linked with the College goals and ensure that policies and procedures are consistently applied to ensure the fairness of the application of processes.
• Maintain human resources policies, procedures, and employee handbook.
• Maintain employee and workplace privacy and compliance with workplace health and safety.
• Perform other duties that the Registrar and Deputy Registrar may assign from time to time.

Qualifications

• Bachelor's degree in Human Resources, Business Administration, or related field with a Human resource designation at minimum as a CHRL (Certified Human Resources Leader).
• Minimum five (5) years of management experience leading a small team of HR.
• Subject matter expertise in a broad range of HR areas.
• Be comfortable working independently and being hands-on, both virtually and in person, within a business partner model.
• Excellent understanding of HR analytics and performance metrics to support evidence-based decision-making.
• Expressive and persuasive in both spoken and written language for individual and/or group situations.
• Depth of DEI knowledge with a commitment to ongoing DEI learning and applying that to the everyday work.
• Experience in developing and executing HR strategies and programs that add value to the organization.
• French language proficiency would be considerate an asset in this role.

To apply, please forward your cover letter and resume no later than September 26, 2023.

Posting 23-42
Senior Accountant

Finance, Office of the Registrar

Permanent position, Category 5 - Hiring range $92,451 - $119,118.

To provide accounting support to the College for daily, weekly, and monthly accounting routines through management of the accounting software systems, reconciliation, and analysis activities.

Responsibilities

• Perform required accounting software tasks to ensure the integrity of accounting information, including establishing, maintaining, and revising the accounting code structure, maintaining file backups, security, and controlling report production.
• Participate in the design and selection of accounting software and related business systems.
• Ensure appropriate daily, weekly, and monthly updates to the accounting system, including work performed by accounts payable, receivable, and payroll staff.
• Prepare monthly closing and adjusting entries.
• Organize general ledger account analysis and reconciliations, including some performed by other staff, and recommend account adjustments.
• Produce all required daily, weekly, and monthly accounting reports (including ad hoc financial reports to the Audit and Finance Sub-Committee of Council) for review by the Associate Director of Finance.
• Assist the Associate Director with financial and budgetary presentations and reports for the Audit and Finance Committee of Council.
• Prepare cash management reports for the Associate Director; manage cash function in his/her absence with executive approval.
• Assist managers with annualization of budgets to support budget planning, forecasting and control.
• Provide budget variance analyses to support monthly management reports and quarterly financial reports to the audit and finance committee; respond to managers with accounting information to support their operating information needs.
• Manage audit preparation and be responsible for the detail interface with the on-site audit team at both interim and year-end audits.
• Act for the Associate Director as necessary with respect to coordination and supervision of functions across the Finance Unit.
• Other duties as assigned by the Associate Director.

Qualifications

• Post-secondary degree in business specializing in accounting/finance and completion or near completion of an accredited accounting program (CPA) or equivalent.
• Three (3) years of progressive work experience in business/accounting/finance, with demonstrated strength in accounting and financial reporting.
• Strong mathematical and computer skills, with a knowledge of word processing, spreadsheets (specifically Microsoft Excel), and database applications.
• Demonstrated attention to detail and ability to prioritize tasks and meet deadlines.
• Strong interpersonal oral & written communication skills.
• Demonstrated ability to work both independently and as a member of a team.
• Experience with fund accounting, preferably in a non-profit environment.
• Demonstrated judgment and discretion in dealing with confidential or sensitive matters.

To apply, please forward your cover letter and resume no later than September 19, 2023.

Posting 23-41
Bilingual Tribunals Clerk

Tribunals Unit, Policy, Governance and Tribunals Department

Permanent Position, Category 11 – Hiring Range $67,237 – $80,064

You are a forward-thinking, technologically-savvy professional with a deep understanding of professional discipline hearings and a strong interest in facilitating legal processes. In this role, you will provide administrative and technological support in a high volume of electronic, hybrid, or in-person legal proceedings in English and French, including by clerking legal proceedings, troubleshooting any technological issues as they arise, and providing administrative assistance to adjudicators and other hearings participants before, during, and after hearings or pre-hearings. You have strong interpersonal skills and the ability to clearly and professionally communicate with various stakeholders. You are detail-oriented and can track and monitor hearings-related data to advance the Tribunals’ public interest mandate.

Excellent IT skills are required, including advanced knowledge of the Microsoft Office suite, videoconferencing technology, meeting management software, and file-sharing technology. Demonstrable experience supporting the work of Committees and/or tribunals in a professional regulatory environment is also required.

Language proficiency testing will be administered as part of the recruitment process for this bilingual position.

Responsibilities

Administrative/Clerking

• Create new hearing files, ensuring completeness and suitability of file components and distributing materials to hearings participants. Open electronic and/or hard copy hearing folders and respond to enquiries from legal counsel as required.
• Support the pre-hearing conferences process in English or French by preparing resources and distributing materials received for the presiding officer, preparing and posting agendas, maintaining attendance reports, formatting and assisting with drafting presiding officer reports, and entering documents and tracking actions from pre-hearing conferences.
• Provide administrative support to members of the Discipline and Fitness to Practise Committees in English or French and clerk remote, hybrid or in-person hearings and pre-hearings, including by setting up hearing and panel rooms prior to hearings, preparing hearing materials for panel members, including exhibit logs, panel attendance and related forms, and posting agendas and related hearing materials for remote hearings.
• Provide administrative and technological support for Discipline and Fitness to Practise Committee meetings and training sessions.
• Coordinate the issuing of witness summonses.
• Maintain and update unit procedures and hearings checklists.
• Draft correspondence in English or French and distribute decisions to legal counsel, employers, complainants, members, and internal staff for publication and archiving.
• Provide post-hearing follow-up, including updating hearings tracking data, profiling decisions in tracking system, and advising department staff of dispositions.
• Create and maintain statistics/monitoring tools consistent with current practices.

Technological Support

• Provide technological training and support to hearings participants with respect to electronic or hybrid legal proceedings.
• Attend and moderate electronic or hybrid legal proceedings as a technology specialist and troubleshoot any technological issues.
• Communicate technological hearings requirements clearly and professionally with various stakeholders, including the College’s and external IT professionals, Discipline and Fitness to Practise Committee members, legal counsel, court reporters, members of the teaching profession and the public.
• Consult with Department leadership regarding issues related to electronic or hybrid legal proceedings and ensure that any potential risks are recognized and minimized.
• Maintain a thorough record of stakeholders-related data.
• Perform other duties that may be assigned by the Manager of Tribunals or the Director of Policy, Governance and Tribunals.

Qualifications

• Demonstrated experience working for a regulatory body in a legal setting and supporting the work of committees or administrative tribunals.
• Excellent IT skills, including advanced knowledge of the Microsoft Office suite, Windows / MacOS / iOS operating systems, videoconferencing technology (e.g. Zoom, Teams), meeting management software (e.g. eScribe) and File Sharing technology (e.g. ShareFile).
• Superior problem-solving / troubleshooting abilities.
• French oral, written and comprehension proficiency.
• Strong oral and written communication skills.
• Ability to effectively handle sensitive and complex issues and to maintain a calm and composed demeanour in a fast-paced legal environment.
• Excellent interpersonal skills – a team player who demonstrates a collaborative approach and supports team decisions.
• Meticulous attention to detail and ability to process a high volume of material in a timely manner.
• Membership in good standing of the Law Society of Ontario or Law Clerk designation is an asset.
• Knowledge of general audio and video technology/electronics principles is an asset.

To apply, please forward your cover letter and resume no later than September 8, 2023.

Posting 23-40
Service Desk Supervisor

Information Technology Unit, Corporate Services

Permanent Position; Category 5
Hiring Range - $92,451-$114,674
Salary Range- $92,451-$136,896

The Service Desk Supervisor’s role is to oversee the Service Desk team and ensure that end users receive the appropriate assistance. This includes managing all procedures related to the identification, prioritization, and resolution of incidents, as well as the monitoring, tracking and coordination of Service Desk functions. The Service Desk Supervisor is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans.

Responsibilities

Strategy & Planning

• Plan, design, and analyze the organization’s service desk according to best practices while ensuring high levels of customer service quality and availability.
• Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
• Develop, implement, and oversee policies and procedures that outline how problems are identified, documented, assigned, and corrected.
• Analyze the performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and to prevent future problems.
• Plan and conduct performance appraisals of Service Desk staff.

Acquisition & Deployment

• Collaborate with other IT leaders to identify and/or procure Service Desk software for internal staff and external clients.
• Conduct research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts.
• Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
• Ensure appropriate training initiatives for new and existing staff.

Operational Management

• Manage the processing of incoming calls to the Service Desk via ticket system, telephone, and e-mail to ensure service-oriented, timely and effective resolution of end-user issues.
• Develop and enforce request handling and escalation policies and procedures.
• Track and analyze trends in Service Desk requests and generate statistical reports.
• Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop, and implement end-user training programs to increase computer literacy and self-sufficiency.
• Oversee development and communication of help sheets, usage guides and FAQs for end users.
• Attend training professional development opportunities to broaden knowledge of current and future Service Desk issues and technologies.
• Train, coach and mentor Service Desk Technicians and other junior staff.
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
• Monitor incident trends and anticipate potential problems for proactive resolution.

Qualifications

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 5-7 years of equivalent work experience in a supervisory role.
• Certification in ITIL or other IT service management frameworks is a plus.

Knowledge & Experience

• Extensive application support experience with leading Service Desk software.
• Extensive experience with Windows 10 OS or later and Mac OS Big Sur (11.0) or later.
• Extensive application support experience with Microsoft 365, French Proofing Tools, Defender 365, Endpoint, Exchange Online, Azure Active Directory, On-Prem Active Directory, Adobe Acrobat Pro, and Zoom.
• Experience with Service Desk ticket system and remote-control tools.
• Knowledge of IT infrastructure like Scanners, MFP Printers, Wi-Fi, VoIP Phones, VPN, Cabling, Audio Video Equipment, Laptops, Macs, and Smart Mobile Devices.
• Basic networking skills like DHCP, DNS, IP and Firewalls.
• Working knowledge of a range of diagnostic utilities, including ping, telnet, NS lookup.
• Knowledge of ITIL or other IT service management frameworks is a plus.
• Proven track record of developing and providing SLAs and Service Desk deliverables.
• Demonstrated progressive experience in the management of a technical support team.

Personal Attributes

• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Ability to conduct research into service desk management issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

To apply, please forward your cover letter and resume no later than September 6, 2023.