Vice President, Operations
Reporting to the CEO, the Vice President, Operations is responsible for the leadership and implementation of programs that streamline LAO's operational processes and optimize the resources in key areas of the organization. The role oversees LAO's Contact Centre, Intake Operations Support, Operational Policy Management, Roster Management, Centralized Services, LAO Law, Clinic Resource Office, and Multiple Language Services. The VP Operations will lead the Operations Division in key strategic areas of focus and change, including:
• Ensuring accessible and high quality client services by streamlining intake and certificate applications, centralizing certificate management functions, strengthening LAO's active offer of French language services, broadening multi-language service options, and enhancing self-service and digital options;
• Supporting LAO's service providers in the delivery of high quality legal services through the modernization of legal research tools, the centralization of roster applications, and the implementation of new minimum experience requirements; and
• Enhancing and expanding the legal, operational, and administrative support provided by the division to assist with consistent and efficient decision making in certificate and roster management issues
The ideal candidate will have an eye on the future, with a focus on identifying resources needed to build our capabilities to deliver high quality services. As executive sponsor of a number of in progress LAO-wide strategic initiatives, the successful candidate will have a strong track record of leading large-scale, complex initiatives which impact organizational processes and culture. They will demonstrate a solid understanding of key financial and operational metrics and the connection to strategy in a public sector or not-for-profit environment.
The ideal candidate will bring a transformational vision to modernize, streamline, and further enhance LAO's services and operational processes as well as a solid and well-reasoned plan to execute their vision. The successful candidate must have a demonstrated ability to promote, influence and communicate strategic concepts and effectively collaborate with internal and external stakeholders. A solid understanding of the complexity of the public service environment is required.
• As a member of LAO's Executive team, sets vision, direction, goals and priorities for the corporation, and provides input into the development of corporate policy and practices.
• Ensures alignment of projects and operational plans with established priorities and goals
• Monitors and reports to the CEO and LAO Board on progress measured against strategic goals
• Regularly monitors the organization's progress and collaborates with the executive team to develop strategies to improve performance
• Models LAO values, client service philosophy and good management practices and is supportive of an organizational culture that is diverse, inclusive, anti-racist and accessible.
• Acts as a change agent leader, driving the cultural transformation necessary to enable access to justice for
our clients.
• Builds and strengthens operational capacity to execute against the strategic plan
• Ensures appropriate tools, information, business metrics are in place to inform and measure operational performance.
• Effective leadership of employees to encourage inclusion, engagement and high-performance.
• Builds and manages relationships with justice partners and other stakeholders.
• 10+ years of progressive experience in a senior level operational leadership role with well-developed knowledge in public sector management. 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
• Strong inter-personal skills and inclusive relationship style that enables successful relationships with other
departments, staff, stakeholders and executive partners.
• Promotes and demonstrates commitment to diversity, accessibility, equity and inclusiveness.
• Proven track record leading cross functional teams, collaboratively across the continuum of services.
• Strong communication, presentation, negotiation and consulting skills.
• Demonstrated ability to articulate and explain complex concepts and issues to a broad audience and large groups.
• Familiar with decision making structure in a public sector environment.
• Demonstrated leadership and change management experience to oversee and implement and complex multi-partner projects and initiatives with a focus on digital service enhancements.
• Ability to assume leadership of significant active change management initiatives in progress.
• Familiar with the concepts of continuous improvement in a client service and digital delivery environment
• Strong understanding of current government directions, and priorities relating to Legal Aid Ontario.
• Proven professionalism, integrity, political acuity and sound judgment.
• Excellent analytical skills with strong business acumen and knowledge to improve processes, identify risks and make recommendations for changes.
• Advanced degree such as an MBA or related degree would be an asset.
Preferred Skills
• 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
• Fluency in French is an asset
To apply submit a cover letter & resume.