Manager, Licensing, Information Services, and Proactive Inspections

Overview and Purpose

Reporting to the Executive Director/Deputy Registrar, the Manager - Licensing, Information Services, and Proactive Inspections - will 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.

The Manager will
1) provide operational and technical guidance to reporting staff in line with CMRAO’s policies and standards,
2) draft and review communications such as compliance notices and inspection findings,
3) oversee the development and contribute to the drafting, implementation and maintenance of inspections, licensing and information policies, processes and procedures.

• Manages virtual call centre, including:
  • Assigning staff to different positions in the call queue
  • Designing, updating, maintaining the call tree
  • Reviewing data reports and making enhancements to associated business processes
  • Ensuring that voicemails are responded to
• Manage email channels for licensing and information services department (ensure emails are responded to in a timely manner and ensure quality and accuracy of information provided to clients)
• Takes an active role in monitoring department service standards and proposing new key performance indicators related to licensing and information to enhance team performance
• Monitors service levels and propose solutions to address delays and bottlenecks in processing licensing and information.
• Monitors and propose enhancements to the CMRAO contact center including streamlining call routing for enhanced customer service.
• Takes an active role in website content management including regular reviews and updates to ensure accuracy and recency
• Responds to escalated general enquiries and concerns related to licensing and information processes
• Develops, implements and ensures adherence to Key Performance Indicators within licensing and information departments
• Integrate call and email services with Customer Relationship Management ("CRM") system
• Manage licence application queues (assign files and monitor performance against performance measures)
• Manage licence renewal and reinstatement processes, including issuance of reminder notifications to licensees, assignment of files, creation and monitoring of compliance cases for non-renewal
• Reviews and approves requests for refunds
• Reviews and summarizes escalated licence application files and make recommendations to Deputy Registrar re: appropriate course of action
• Reviews and write compliance notices to licensees

• Manages the operations of Proactive Inspections and ensures connections with other units/departments where there are inter-dependences to achieve operational goals and CMRAO’s mandate.
• Supports CMRAO’s Proactive Inspections program by reviewing inspection reports, recommendations and directives to ensure the program’s objectives are met.
• Manages staff, monitoring work assignments for adherence to service standards and the achievement of individual performance and learning objectives
• Is responsible for the review, development, implementation and monitoring of documentation related to inspections policies, guides, processes and procedures.
• Monitors department service standards and proposes new key performance indicators related to inspections to enhance team performance
• Responds to escalated general enquiries and concerns related to inspections processes
• Monitors service levels and propose solutions to address delays and bottlenecks in processing inspections.
• Provides operational guidance and feedback to the Proactive Inspections Lead and other inspectors retained by the CMRAO.
• Identifies improvement opportunities and initiates/undertakes projects on behalf of the Deputy Registrar to drive continuous improvement.
• Reviews, edits and prepares reports, briefs and correspondence related to inspections which provide recommendations, accurate information, and advice to Deputy Registrar.
• Provides input into planning and priorities to Deputy Registrar. Reviews and develop standardized processes for administering proactive inspections of…