Director, Operational Policy Management

Legal Aid Ontario (LAO) is currently seeking a Director, Operational Policy Management.
The Director, Operational Policy Management will be primarily responsible for leading the development and implementation of the Operations division transformational business strategy related to certificate program operations.
The Director, Operational Policy Management will identify opportunities to streamline and continuously improve operational policies, business processes, oversight and monitoring for LAO's certificate program.
As a member of the Operations division senior management team, the Director, Operational Policy Management will work in collaboration with senior leaders and staff across LAO to ensure alignment across various streams of work.
The ideal candidate will bring a transformational vision to modernize, streamline, and further enhance LAO's certificate oversight process as well as a solid and well-reasoned plan to execute their vision.
They will build, within the Operations Division, a center of excellence, which will lead and oversee improvements to Operational Policy, business process, and oversight. A champion of change, the ideal candidate will coordinate with internal stakeholders to address and improve operational processes in a collaborative manner.
The ideal candidate will be an experienced leader with a history of relationship building and fostering a collaborative relationships with diverse stakeholders. The ideal candidate will be committed to learning all aspects of LAO's service delivery and business, ensuring that decision-making is data-driven and consistent with LAO's statutory mandate.
This presents an exciting opportunity for an experienced leader with a strong policy and program management background in a client focused service delivery environment.

We are seeking an individual with policy implementation expertise, transformational change management skills, and a strong understanding of the principles of modern public sector management.
• The Director, Operational Policy Management will oversee the management of a dedicated team, and work closely with the Director, Intake Operations Support as well as Centralized Services and Contact Centre teams to streamline and improve operational policies and business processes for LAO's certificate program
Specific accountabilities include:
• Leading the enhancement and integration of operational business planning to ensure maximization of divisional resources
• Developing an integrated program, policy, and process, management system within the Operations Division
• Developing a center of excellence within the Operations Division which can receive, lead, develop, and deliver improvements to operational programs, policies, and processes on behalf of the division in concert with other internal stakeholders
• Leading and coordinating the implementation of Operations division strategic initiatives related to the certificate program
• Establishing a continuous improvement framework for operational policies, processes and procedures related to certificate program decision making
• Supporting LAO's Intake Operations Support team in the expansion of digital service delivery channels to improve access to LAO services
• Improving the use of data informed decision-making, information sharing and reporting in the Operations division, through the development of operational key performance indicators and service levels
• Leading and facilitating divisional reporting to internal stakeholders
• Leading the analysis, monitoring and reporting of certificate program data to inform operational service improvements for clients and roster members
• Enhancing the monitoring and reporting of LAO's certificate program through the identification of improved compliance opportunities through all lines of operational business
• Managing departmental budget and forecasting
In addition, this position will support improved employee engagement, Equity, Diversity Inclusion & Belonging goals and LAO's French Language Service obligations.

Education
• A bachelor's degree in a relevant field; advanced degree (master's or higher), however we recognize and value diverse educational backgrounds and experiences. Equivalent professional experience, industry certifications, or a combination of education and practical experience will also be considered
Professional experience
• Experience in Operational Policy development and management with a minimum of 8 years experience, however, we understand that valuable expertise can be gained through various professional paths
• Candidates with a slightly shorter duration of direct experience but who can demonstrate significant achievements and impact in the field are encouraged to apply
• Experience in policy implementation in a client service environment
• In-depth knowledge and expertise in developing and implementing operational policies to align with organizational strategic goals
• Strong understanding of digital service delivery principles and practices
• Proven ability to understand and interpret financial, statistical and performance measurement data, including using data to support decision-making and change management
• Proven experience in managing financial and administrative functions and in directing and developing both professional and administrative staff
Leadership
• Demonstrated track record of effectively leading and managing teams, fostering a positive and inclusive work culture
• Experience in leading change and managing multiple projects and programs simultaneously in a complex political and regulatory environment
• Ability to remain calm and conscientious in an often high-pressure work environment and manage multiple competing priorities
• Demonstrated collaborative leadership style and a history of empowering staff to have confidence in their decision making
• Strong negotiation skills and a proven ability to build consensus and make principled decisions
• Analytical and strategic thinker, including the ability to anticipate and proactively address organizational risk
• A proven problem-solver with a history of data-driven decision-making
• An understanding of broad principles of equity, diversity and inclusion
• A commitment to mentorship and developing team members
Communications skills
• Strong consultation, facilitation, communication and negotiation skills
• Demonstrated ability to collaborate with a creative and proactive problem solving mindset
• Analytical and strategic in thinking
• Strong written and oral communication skills, with the ability to quickly and succinctly synthesize complex information for a diverse audience of internal and external stakeholders
• Ability to build and maintain positive relationships with internal and external stakeholders
• Exceptional active listening skills and the ability to obtain buy-in from a diverse audience with often-competing priorities and viewpoints
• Demonstrated knowledge and experience with computer software including but not limited to: Word, Excel, Outlook, PowerPoint, and PeopleSoft
Preferred Qualifications & Competencies
Leadership
• Experience in management in a public sector, unionized environment
• Professional history of modeling public sector values of accountability, transparency, and value for public funds
Justice sector knowledge
• Solid understanding of the justice sector, the needs of low income Ontarians, and the particular challenges of legal aid service delivery
• Knowledge of a broad range of legal aid services, including those provided by clinics, student legal aid service societies and Indigenous Legal Service Organizations
• Knowledge of public sector service provision and oversight, including familiarity with public sector budgeting, the Transfer Payment Accountability Directive, and the Legal Aid Services Act, 2020
Communications Skills
• Fluency in French is an asset
To apply submit a cover letter & résumé.
Only those candidates selected for an interview will be notified by email.
Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume or to the one used to set up their Candidate Profile if applying on Njoyn. As an applicant, it is your responsibility to ensure that you check your email regularly.
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