Job Order Detail

Description

Reporting to the Executive Director, AgriStability Unit, this position provides leadership to the AgriStability Unit and Operations Division in the areas of customer service, training, policy development and program delivery as it relates to the AgriStability program, including but not limited to the following:
Provide direction and leadership to the Call Centre team, User Acceptance Testing team, AgriStability Research Economist team and Operations Training Consultant, including coordination of work and formal and informal coaching, mentoring and training.
Represent SCIC on the Federal Provincial Territorial Business Risk Management Working Group, contributing to policy development and analysis.
Provide strategic advice, plan, coordinate and deliver program information.
Contribute to the analysis and formulation of customer service strategies.
Develop processes in alignment with the divisional and corporate plans.
Provide subject matter expertise to colleagues in policy, analysis, development and coordination of program related strategies and initiatives.
Enable program integrity by ensuring that program standards and systems are monitored and enforced.
Ensure that ministerial action requests pertaining to AgriStability are resolved promptly.
Ensure that customer service is being provided and assist in the resolution of customer complaints.
Focus on continuous improvement in customer service and ensure program delivery procedures are in accordance with federal/provincial/program agreements.
Communicate customer issues and trends, including customer service concerns and program enhancements, to divisional and executive management, as required, to ensure proactive organizational response.
Responsible for the development and delivery of necessary program training for AgriStability staff and oversee the facilitation of intra-divisional training initiatives as required.
Prepare and manage the budget for the unit.