If you enjoy working with the public in a high energy and dynamic environment - challenging and rewarding job opportunities await you at Serco Canada Inc. You will be part of a professional team which supports operations at all DriveTest Centres across Ontario on behalf of the Ministry of Transportation. Our team is spread out across our 56 DriveTest Centre locations. Bring your expertise and customer service skills Serco Canada Inc. where challenging and rewarding job opportunities await you!

Managing the daily operations of an assigned number of Driver Examination Services in a geographical area.  Build and preserve trusting relationships with our Supervisors and Staff. Responsible for meeting with staff and guiding them to make the best decisions.  Oversite of operations during weeknights and weekends may be expected.

Ensures compliance, optimum customer service and the delivery of safe driver examination services for an assigned group of Driver Examination Centres.  Interacts with Support Office management as well as DTC Supervisors, Union President, Performance Manager, government representatives and the public to communicate information and resolve problems. We also expect you to be a strategic thinker with an analytical mind and strong problem-solving skills.

Primary Duties and Responsibilities:

Management:

• Reviews and provides input into the development of long-term plans to maximize the delivery of driver examination services for an assigned number of Driver Examination Centres. 
• Responsible for KPI performance of the assigned region. Monitors and reports on DTC performance against KPI’s, identifies trends and issues and develops and implements solutions. 
• Provides input into the development of and implements new/revised policies, programs and procedures to improve customer service and driver examination.
• Responsible for the financial performance of the assigned region with particular emphasis on labour spend as a percentage of revenue.  Identifies and investigates situations of under-performance and takes corrective actions
• Assists with facilities compliance with property, company and government specifications.
• Ensures staff meetings are held at all assigned Driver Examination Centres to communicate information, identify and resolve problems.
• Interacts with Serco management to communicate information and resolve problems.
• Working with Business Intelligence and Talent Aquistion to ensure that the recrutiment of new staff is meeting the needs of the business.
• Grow the business by identifying new initiatives and business development opportunities.
• Ensure that sites in the regions are compliant with health and safety standards.  Identifies and addresses potential risks

Supervision:

• Supervises Centre Supervisors directly and Deputy Centre Supervisors, Driver Examiner and Customer Service Supervisors indirectly; authorizes the filling of vacancies, conducts interviews and hires new employees, coordinates the performance approval process for assigned Centres, carries out performance appraisals, approves the training and development of staff and carries out disciplinary action.
• Ensures that company and government standards are implemented and enforced in compliance with the Project Agreement between Serco and the Ministry of Transportation.
• Coaches, counsels and motivates supervisors and staff to maintain positive morale and ensure effective working relationships between Support Office and field operations staff.

Operations:

• Coordinates the investigation and identification of problems that affect compliance and implements solutions.
• Ensures accurate compliance with all Service Now (SN)processes and procedures.
• Communicates information regarding the organization's vision and plans to employees at regularly scheduled meetings.
• Works with the Director of Operations and the Corporate Assurance Manager to identify risks and develop systems, procedures and policies to resolve issues.
• Schedules and attends supervisor and staff meetings to communicate information, resolve problems and participate as a team member in the achievement of long term plans.
• Provides input into the development of operational policies and procedures.
• Participates on special projects such as those related to continuous improvement, change management and compliance.
• Conduct internal investigations as required by management or client

Administration:

• Compiles and summarizes information collected from assigned Driver Examination Centre activities for inclusion in the Company’s reporting to the Ministry of Transportation.
• Measures and reports on targets and objectives to demonstrate continual performance improvement.

Health & Safety:

• Ensures the ongoing maintenance of safe, healthy and sustainable working environment at assigned DriveTest Centres including travel points.
• Ensures hub compliance with management responsibilities and participates in the establishment and implementation of processes to identify and eliminate or reduce risks to the safety of staff and the public.
• Ensures that all levels of Supervisors are aware of their responsibilities to ensure compliance with all requirements put in place for the safety of staff.
• Ensures that employees are in compliance with the processes provided for their safety and encourages reporting of any hazards, impacts and risks of which they are aware.
• Implements established systems and processes to identify, access, measure and maintain safe working conditions. 
• Identifies health and safety targets on performance plans and recognizes/commends those who meet or exceed expectations on year-end assessments.
• Schedules and chairs staff meetings to provide updates on the company’s overall health, safety and environmental strategy introduces new or revised policies and procedures and encourages staff participation in the development of improvements.  
• Identifies health and safety training requirements (new hires, employees promoted to the supervisory level) and arranges for the training and deployment of qualified staff to participate on Health and Safety Committees.
• Conducts the investigation, audit and review of working conditions and activities to address deficiencies as identified by incident reporting or in the minutes of regular Health and Safety Committee meetings.
• Participates in workplace inspections at assigned Centres on a regular basis throughout the reporting year
• Maintains up-to-date knowledge of sections 25 & 26 of the OHSA.

Other:

• Acts on behalf of the Director of Operations in his or her absence 
• Verifies and ensures the privacy of personal information of staff and the general public.
• Regular travel is expected
• 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.

EDUCATION /CERTIFICATIONS:

• Graduation from a recognized college or university with specialization in business administration and/or the equivalent education and related management experience preferred. 

KNOWLEDGE and EXPERENCE

• Minimum 5+ years supervisory/management experience and indepth knowledge of relationship management best practices.
• Drivers licence required

SKILLS/Competencies (Interpersonal Communication, Financial, Managerial, Problem solving):

• Keen analytical and research abilities.
• Understanding mathematical and other numerical information
• Excellent communication, presentation and interpersonal skills.
• Leadership and management skills including coaching and counselling skills
• Strong customer service orientation

If you are interested in supporting and working with our Customer Service professionals and our passionate Serco team - then submit your application now for immediate consideration. It only takes few minutes, and it could change your career! We thank all applicants for their interest. However, only candidates selected for an interview will be contacted.

Serco Canada Inc. an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values, Serco Canada is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. Serco Canada will provide accommodation for applicants in all aspects of the hiring process. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.