The Manager, Program Support & Compliance provides strategic leadership and operational oversight for divisional governance practices, risk management, compliance, and quality assurance support functions across Social and Community Services.
Reporting to the Director, Community Partnerships, Policy & Business Intelligence, the position acts as a key member of the management team and divisional lead for strengthening decision-making structures, accountability mechanisms, risk identification and mitigation, compliance monitoring, audit and review responses, quality assurance frameworks and continuous improvement. The Manager provides strategic advice and support to the Director, Commissioner, and senior leadership team on complex operational, policy, governance and compliance matters, ensuring alignment with County, divisional and service-system priorities while supporting high-quality, consistent and accountable service delivery.
DUTIES AND RESPONSIBILITIES (not listed in order of priority)
1. Lead the development, implementation and continuous improvement of divisional governance of risk management and quality assurance frameworks, accountability processes and decision-making structures that support effective oversight, transparency and alignment with divisional and County priorities.
2. Provide strategic advice and support to the Director, Commissioner and senior leadership team to align internal compliance practices and responsibilities related to complex governance, risk, compliance, policy, operational and service-delivery matters.
3. Develop and maintain divisional risk management processes, including risk identification, assessment, mitigation planning, monitoring, escalation and reporting through risk inventories, registers and related governance tools.
4. Lead compliance monitoring activities to ensure divisional programs, services and business practices align with applicable legislation, County policies, corporate standards, contractual obligations, funding requirements and established procedures.
5. Establish and oversee quality assurance and quality control frameworks, methodologies, standards, processes, tools and performance measures to strengthen service consistency, program integrity and continuous improvement.
6. Coordinate divisional responses to audits, program reviews, accountability reviews and oversight recommendations, including management responses, corrective action plans, implementation tracking and progress reporting.
7. Contribute compliance, quality assurance and risk insights into divisional system planning, priority-setting, business case development, operational reporting, project coordination and the tracking of key deliverables.
8. Monitor emerging issues, operational trends, legislative changes, policy directions and best practices to identify risks, service challenges and opportunities to strengthen divisional performance and compliance.
9. Lead or support cross-functional initiatives involving governance modernization, business process improvement, policy implementation, risk reviews, quality assurance assessments, change management and operational transformation.
10. Prepare and coordinate high-quality reports, briefing notes, presentations, speaking materials, issue notes, correspondence and other governance materials for senior leadership, Council and internal or external stakeholders.
11. Develop, implement and communicate divisional policies, procedures, standards, protocols and guidance materials that support consistent program administration and compliance with corporate requirements.
12. Provide divisional support for privacy, information management, records practices and the protection of confidential information in accordance with applicable legislation, County policies and corporate standards.
13. Coordinate business continuity, emergency preparedness and divisional readiness activities related to governance, risk, compliance and operational resilience.
14. Build collaborative working relationships with internal departments, corporate partners, community agencies, funders and other stakeholders to support effective governance, compliance, reporting and service improvement outcomes.
15. Manage, motivate, coach and develop assigned staff, ensuring effective teamwork, high standards of work quality, continuous learning, accountability and a respectful, inclusive work environment.
16. Supervise day-to-day operations of assigned staff, including scheduling, assigning and reviewing work, monitoring performance, supporting recruitment and workforce planning, and applying relevant employment policies and procedures.
17. Develop, recommend and administer assigned budgets and resources, ensuring expenditures are controlled and maintained within approved budget limitations and that financial or operational pressures are identified and escalated as required.
18. Comply with provincial and County Occupational Health and Safety legislation, regulations, policies and procedures.
19. Perform other related duties as assigned, including redeployment in emergency situations.
LEADERSHIP COMPETENCIES
Has knowledge of and demonstrated ability in our leadership competencies:
• Acts with the Customer in Mind
• Makes Sound Decisions
• Ensures Accountability
• Continuously Seeks to Improve Work Processes
• Plans and Directs Work
• Collaborates
• Leads Teams
• Communicates with Impact
• Develops Self
• Is Resilient
EDUCATION, TECHNICAL SKILLS AND CERTIFICATION
• Degree or diploma in Public Administration, Business Administration, Social Sciences, Public Policy, Risk Management, Quality Management, Project Management or a related field. This job may be considered for educational equivalency in accordance with County Policy.
• Knowledge of governance frameworks, accountability mechanisms, risk management practices, compliance monitoring, quality assurance, performance measurement and continuous improvement methodologies.
• Knowledge of public sector administration, municipal service delivery, legislative compliance, privacy and information management, records practices, audit response processes and business continuity planning.
• Demonstrated ability to develop policies, procedures, standards, tools, reports, briefing materials, dashboards and performance measures that support decision-making and organizational accountability.
• Strong research, analytical, problem-solving, project management and change management skills, with the ability to manage competing priorities and work within tight deadlines.
• Excellent interpersonal, facilitation, negotiation, written communication and presentation skills to communicate effectively with senior leadership, Council, staff, community stakeholders, funders and corporate partners.
• Strong supervisory and people leadership skills with the ability to build cohesive teams, coach staff, foster accountability and interpret and apply employment policies and related legislation.
• Computer proficiency in Microsoft Office applications and experience using data, reporting, dashboard or business intelligence tools is considered an asset.
• Criminal reference check with vulnerable sector clearance.
• Valid G Class Driver’s License and access to a reliable vehicle.
EXPERIENCE
• Minimum of seven (7) years of progressive experience in compliance and risk management, quality assurance, governance, and business transformation, including demonstrated political acuity and experience providing advice to senior leadership in a complex public sector, broader public sector or community service environment.
• Minimum of two (2) years of experience in a management or program leadership role, including supervising staff, leading cross-functional initiatives, coordinating audit or review responses, developing performance or quality frameworks, and working with internal and external stakeholders to advance organizational priorities.
EFFORT
• This position requires sustained visual concentration when researching legislation, policies, performance data, risk information, compliance requirements, audit materials, reports and briefing documents, and when preparing governance materials for senior leadership and Council.
WORKING CONDITIONS
• Office environment.
• Requirement to travel for meetings, site visits, consultations, training or divisional and community planning activities.
• The parties that this position comes into contact with may include internal staff, senior leadership, elected officials, community partners, funders, oversight bodies and members of the public with a range of perspectives and expectations.
• Ability to work outside of regular business hours as required to respond to urgent governance, compliance, reporting or operational matters.
• Ability to work remotely if required.
$121,139.00 - $147,365.00
