Provide leadership to the Proactive Inspections and Licensing / Information teams to ensure smooth operation by providing guidance and technical expertise to staff regarding escalated and complex cases.
Draft and review communications such as compliance notices and inspection findings.
Oversee the development and contribute to the drafting, implementation and maintenance of inspections, licensing and information policies, processes and procedures.
Manage virtual call centre including assigning staff to different positions in the call queue, designing, updating and maintaining the call tree, and reviewing data reports.
Monitor department service standards and propose new key performance indicators related to licensing and information to enhance team performance.
Manage email channels for licensing and information services department ensuring timely responses and quality of information provided to clients.
Conduct inspections of licensed businesses and condominium managers when appointed as Inspector by the Registrar.

Completion of a university degree in areas such as public policy, law or business – or a combination of education, training and experience deemed equivalent.
A minimum of five (5) years of progressive experience in a regulatory environment.
A minimum of three (3) years of experience leading teams.
Knowledge of the Condominium Management Services Act, 2015 and the Condominium Act, 1998 – an asset
Sound knowledge of consumer protection issues.
Project management skills to keep track of escalated licensing and education activities and provide timely solutions and proven capacity to prioritize and multi-task in a fast-paced environment to meet goals.
Strong interpersonal and communication skills to engage consumers, licensees and other stakeholders about licensing issues and process requirements and resolve issues.
Ability to work collaboratively with other departments withing the CMRAO (education, complaints, communications, IT).

Manager, Licensing, Information Services, Proactive Inspections

Key skills