Purpose of the Job:
- Plan, organize, and direct front-line employees on daily/weekly activities in the DTC (DriveTest Centre), to meet section service delivery objectives.
- Ensure compliance with all Serco Canada Inc. policies and procedures, including but not limited to MTO Standards, Code of Conduct and Ethics, Serco Management System, PDR’s, etc.
- Responsible to meet the Project Agreement KPIs at the DEC level.
Primary Duties and Responsibilities:
Management and Supervision:
- Lead a DriveTest Centre office, including all customer service and Driver Examiner activities.
- Coordinate workflow within DriveTest Centre, including distribution of work, dissemination of information, assigning staff to cover absences, providing technical assistance, answering questions, and resolving problems.
- Serve as a liaison between the DriveTest Centre, other offices and outside agencies for the distribution and collection of information to resolve operational issues.
- Educate staff in the use of the LCS system, introducing new versions and functions, and troubleshooting system problems as they arise.
- Planning and leading staff meetings.
- Reviewing work performance, motivating staff to work more effectively, identifying problems with performance and solutions to those problems, determining training needs to improve performance, initiating informal measures to correct misconduct or making recommendations for formal discipline with the assistance of Human Resources and DriveTest Centre Manager, when necessary.
- Regularly monitor the accuracy, completeness, and timeliness of customer service and Driver Examiner activities within the area of responsibility.
- Ensure accurate compliance with all Business Management System (BMS) processes and procedures.
- Perform duties of Customer Service Agent and/or Driver Examiner as required.
Competencies and Skills:
- Leadership – 4 to 6 years of Supervisory experience and the ability to establish focus and provide motivational support.
- Communication - Communicate to ensure employees in the unit support and understand how their work relates to the organization's Balanced Score Card Approach. Acknowledge employees for their contributions and recognize and reward employees for their achievements. The ability to pass information to others with clarity and precision is important. Oral communication: ability to express oneself clearly in conversations and interactions with others.
- Written communication: ability to express oneself clearly in business writing.
- Fostering teamwork - The ability to (and desire) to work cooperatively with others, while providing leadership and guidance to ensure the success of all team participants.
- Managing performance - The ability to take responsibility for one's own (and/or area of responsibility) performance by setting clear goals and expectations, tracking progress against goals, ensuring feedback and addressing performance issues promptly. Has the ability to multi-task, work well under pressure, prioritize workload, meet deadlines, maintain confidentiality, and work well with all levels of management, the client and the public.
- Maximizing performance - The ability to assist with establishing performance/development goals, coaching performance, providing training, and evaluating performance.
- Empowerment - The ability to allow employees the freedom to decide how they will achieve their goals and resolve issues. This includes conveying confidence in an employee's ability and delegating significant authority and responsibility.
- Customer Service Focus - The ability to listen to and understand the customer. This includes anticipating customer needs and giving high priority to customer satisfaction.
- Thoroughness- The ability to ensure that one's own work and other's work are complete and accurate. Proven track record of high performance and creating a positive and productive work environment in previous roles.
- Managing work - The ability to identify priorities, manage time, effectively plan and establish organized procedures to accomplish goals efficiently and effectively.
- Decisiveness - The ability to make difficult decisions in a timely manner.
- Stress Management - The ability to keep functioning effectively when under pressure and maintain self-control in the face of hostility or provocation.
- Personal credibility - To be perceived as responsible, reliable, and trustworthy
- Managing change - The ability to demonstrate support for organizational changes needed to improve organizational effectiveness. This includes initiating; sponsoring and implementing organizational change and helping others manage change.
- Technical expertise - The ability to demonstrate depth of knowledge and skill in a technical area
Personal Attributes:
- Innovative, creative, and agile.
- Anticipates issues and opportunities and proactively responds.
- Focuses on solutions; drives results; contributes ideas that will inform and support Manager with making tough decisions in ambiguous situations.
- Maintains effective and sustainable teams of direct reports.
- Highly accountable and motivated with a strong work ethic.
Health & Safety:
- Ensures the ongoing maintenance of a safe, healthy, and sustainable working environment at a DriveTest Centre including travel points, while observing compliance with management responsibilities and legislation as per section 27 of the OHSA.
- Ensures employees are in compliance with the H&S rules and regulations.
- Assists with the scheduling and chairing of 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.
Other / Projects:
- May participate in Special Projects as assigned.
To be successful in this role, you must have:
- High level knowledge of CSA and DE duties including ability to perform basic CSA transactions and conduct G1, G2 road tests and/or the ability to obtain certification. The ability to perform other road tests (M1, M2, A, B, C, D, E, F, and Z) is an asset.
- Combined educational and/or leadership experience to efficiently supervise several employees preferred.
- Minimum of two years’ experience in Customer Service Agent and/or Driver Examiner position.
- Excellent knowledge of the Graduated Licensing System, related legislation, regulations, government, and company policies to effectively supervise one or more DriveTest Centres in an assigned area; provide expert information and advice to staff and the public.
- Good computer skills in a Microsoft Windows environment, including Outlook, Word, and Excel.
- Has the ability to multi-task, work well under pressure, prioritize workload, meet deadlines, maintain confidentiality, and work well with all levels of management, the client, and the public.
- Willingness and ability to continuously improve upon and upgrade skill set.
- This position is contingent upon your ability to Pass Criminal Record Check (CPIC); Fingerprint Criminal Record Check.
**Employee hours vary based on customer demand and location operating hours.
**This position may require extended shift hours and possibly Saturday hours (depending on location) during certain periods of the year when Drive Test Centre volume is higher.
Serco Canada Inc. strives 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 the Canadian Federal and Provincial 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.
Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.
Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple provinces, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.
To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.
Serco complies with all applicable federal, provincial, and local leave laws This is a Canada-based role and this position is for an existing vacancy, unless stated otherwise in the job description. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: [email protected].
