Job Requisition Id: 178055
Business Function: Various
Primary City: Ottawa
Other Location(s):Opportunity of hybrid partial work
Province: Ontario
Employment Type: Full-Time
Employment Status: Permanent
Language Requirement: English Essential
Employee Class and Level: CPMGA02
Number of Vacancies 1
Job Closing Date (MM/DD/YYYY): 03/05/2024
All qualified candidates will be considered however preference will be given to Indigenous people (First Nations, Metis or Inuit) or persons with a disability. This is a special measure employment equity initiative and candidates from this group who wish to qualify for preferential consideration must self-identify.
The Manager, Investigations conducts thorough investigations of customer appeals in a confidential, impartial and timely manner and adheres to the Office of the Ombudsman’s investigative standards. This role is critical towards confirming Canada Post’s compliance with existing policies, practices and procedures and enabling a further channel for a fair resolution of customer cases. By ensuring procedural fairness and recommending equitable remediation where applicable, this role ultimately compliments Canada Post’s commitment to quality and a good customer experience. In seeking the root cause of issues under appeal and by offering recommendations for Ombudsman provision to Canada Post, this role supports the identification of trends along with preventative and mitigating measures to improve Canada Post’s service by leveraging the value of appeals as learning opportunities.
Below are the main job requirements and responsibilities for the Manager, Investigations:
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Analyzes customer appeal files, contacts the customers to clarify their appeals, prepares an investigative plan for each appeal, completes an investigation through the assembly of relevant facts and evidence, summarizes each investigation, provides appropriate recommendations on the course of action required, and writes the final communication to the customer with the investigative results.
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Apprises the Director, Investigations of particularly complex or sensitive cases requiring the Ombudsman’s intervention. Prepares factual documentation of the findings, proposes specific courses of action and presents them to the Ombudsman at case reviews.
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As required, conducts on-site inspections and facilitates meetings between customers and local Canada Post authorities for investigative purposes. Makes formal presentations to Canada Post policy owners about potential areas for improvement, representing the Director, Investigations.
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Prepares and submits all customer communications conveying investigation results to the Director, Investigations for review and endorsement prior to submitting them to the Ombudsman for recommendation. Develops synopses of investigated cases for inclusion in periodic and annual reports.
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Administers electronic files for all assigned cases by ensuring files are complete per internal procedures.
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Supports the Director, Investigations in the identification of systemic issues and emerging trends, researches solutions and impacts on Canada Post and customers, and makes recommendations.
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Ensures optimum application of internal investigative standards across investigations, addresses complex multi-faceted appeals and manages an assigned case load of many diverse concurrent investigations.
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Meets service level targets with regards to timely case closure, workload management, case quality (e.g. rebuttals due to missed elements, investigation and communication rework), and reporting insights.
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Demonstrates diplomacy, professionalism and fairness in all investigations ensuring that they are addressed effectively.
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Provides guidance to Appeal Officers on investigative matters and contributes to continuous practice development by sharing best practices and lessons learned.
Education
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Undergraduate degree in a related discipline is required.
Experience
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3 to 5 years of relevant experience (e.g. customer service, security and investigations, policy development, legal/paralegal) is required.
Other Candidate Requirements
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Strong oral and written communication skills.
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Ability to deal with contentious and emotion-laden issues and individuals. Can communicate with irate customers.
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Ability to communicate tactfully and diplomatically, and maintain a high degree of confidentiality and professionalism.
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Proficient computer skills and competent with Microsoft Office programs.
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Sound organizational, analytical, judgement and decision-making skills with proven abilities in problem-solving.
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Strong interpersonal skills with an ability to build and maintain relationships.
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Good knowledge of Canada Post processes, policies and procedures related to consumer and business products is an asset.
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Knowledge and understanding of investigative techniques (interviewing skills, use of technology, objective/neutral fact gathering and concise report writing).
Safety Sensitive Positions
This position may be considered a Safety Sensitive position and has additional requirements under Canada Post's Substance Use Policy.
Employment Equity
Canada Post will represent Canada’s diversity and provide a safe and welcoming workplace that embraces and celebrates our differences. We are committed to employment equity and encourage applications from women, Indigenous People, persons with disabilities and visible minorities.
Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation. Disability includes both visible and hidden conditions and/or limitations that may impact vision, hearing, mobility, flexibility, dexterity, pain, learning, developmental, mental/psychological, and memory.
Conflict of Interest
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.
Accommodation
Canada Post is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by Canada Post regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.
Important Message
Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted.
Our signature behaviours
Make the call – We’re empowered to make decisions, respectfully challenge the status quo, and support others to do the same.
Know the destination– We understand Canada Post’s strategy and goals and how we contribute to them, and we move forward with open minds when exploring new approaches.
Deliver for others – We take pride in doing our personal best, demonstrate care for others, and support and encourage them to reach their potential.
Ignite our pride– We play a role in making Canada stronger by celebrating who we are, the communities we service, and issues that matter.
Our values
Our Values have three dimensions: “We matter as individuals, We matter to one another, We matter to our country”
TRUST
I earn the trust placed in me every day, and I trust that my safety and well-being are everyone’s top priority.
We do our best work when we trust each other.
We value the trust Canadians have in us, and understand it is earned with every decision and interaction.
RESPECT
I understand respect is the foundation of a successful workplace.
We respect each other as colleagues and treat each other as we would like to be treated.
We respect our country and the communities we serve, and understand we have a responsibility to be a positive force for change.
DELIVER
I challenge myself to safely deliver every day because what I do matters.
We are a network of people, united by what we accomplish and deliver together.
Delivering a stronger Canada for Canadians is at the heart of what we do