VAC25F25 - Manager, Engagement and Service Excellence

Regina, SK, Canada

Full Time

Strategy and Business Improvement Branch

Mid Level

The Saskatchewan Liquor and Gaming Authority is seeking an innovative and collaborative individual to join its Strategy and Business Improvement Branch as a permanent full-time Manager, Engagement and Service Excellence.

Reporting to the Director, Strategy and Business Improvement, the Manager, Engagement and Service Excellence is responsible for leading the development, collection, analysis and implementation of SLGA’s engagement and service excellence frameworks to allow for evidence-based decision making regarding overall strategy, process improvement, project prioritization, and internal and external engagement. As a champion of change, the Manager, Engagement and Service Excellence provides leadership and expertise to ensure that customer service excellence, employee engagement, and improvement and innovation are embedded into the organizational culture.

Reporting to the Director, Strategy and Business Improvement, the successful candidate will:

Lead the development, implementation and evaluation of SLGA’s Corporate Customer Service Framework, Employee Engagement and Culture Strategy and continuous improvement initiatives.
Develop engagement and customer service strategies that maximize opportunities to improve corporate performance and create a culture of enabled and empowered employees.
Provide senior management with relevant business intelligence to facilitate more accurate, data-driven decisions.
Provide strategic advice and guidance to senior management that support business improvement.
Lead engagement initiatives by facilitating internal and external service standards, developing and delivering surveys/focus groups and undertaking applicable qualitative and quantitative research activities and data analysis to support senior management.
Collaborate with strategic planning and project management areas to ensure priorities and processes are aligned to the overall strategic plan.
Coordinate, execute, evaluate and report on customer service and employee engagement data and key metrics to enable SLGA to achieve its corporate initiatives and strategic goals.
Build organizational knowledge and capacity for employee engagement and culture, customer service excellence and continuous improvement best practices in collaboration with human resources.
Foster a positive, diverse and inclusive work environment, organizational cohesiveness, effective performance and accountability through effective people leadership.
Build and maintain relationships with key stakeholders.

Who we’re looking for:
This opportunity is for an experienced manager with a history of implementing employee engagement and culture strategies, continuous improvement initiatives and achieving results through working collaboratively. Our candidate of choice will be a proactive manager who has:

Bachelor’s degree in business administration/marketing, public policy or social sciences.
Minimum 3 years of relevant work experience.
An equivalent combination of education and experience may be considered.
Certification in Project Management Professional (PMP), Business Analysis and/or Change Management are considered an asset.
Demonstrated ability in developing and delivering customer and employee surveys using various software programs.
Demonstrated ability to use analytical thinking and problem solving to assess problems and opportunities effectively, identify which changes may deliver the most value, work with stakeholders to understand the impact of those changes and hope realize change.
Ability to conceptualize and think creatively while maintaining attention to detail.
Demonstrated ability in developing and delivering various initiatives and projects such as corporate customer service resource materials, facilitated events including focus groups, action plans and employee engagement strategies.
Strong oral and written communication skills including effective active listening skills, ability to clearly articulate messages to a variety of audiences, delivery of presentations, and ability to influence.
Ability to adapt to changing deadlines using excellent planning and scheduling techniques to achieve targets and goals, ensuring that the value of the solution being delivered is aligned with the business needs.

Required Competencies:

Accountability (Level B) – Holds team members accountable and clarifies team expectations
Communication (Level B) – Adapts communication
Customer Service Excellence (Level C) – Builds customer relationships and identifies required improvements to service delivery
Adaptability (Level C) – Anticipates future needs or changes within the work environment
Teamwork (Level C) – Champions organizational teamwork and builds partnerships
Leading & Developing Others (Level A) – Sets employee expectations for performance and development
Leading Change (Level B) – Builds commitment to change
Strategic & Operational Planning (Level A) – Aligns strategies at the work unit level

Working Conditions

Office environment
Occasional travel as required
Onsite

What we offer:

A competitive salary
Inclusive work environment
Work life balance
Dynamic and challenging work environment
Career development and growth opportunities
Vacation, scheduled days off (SDO) and other types of leave
Employee and Family Assistance Plan (EFAP)
Flexible spending benefit account
Support for professional fees and career development
Comprehensive benefits package including matched pension, disability insurance, health and dental

Classification: MCP07 ($84,216 - $109,944 annually)

SLGA is committed to achieving a representative workforce. We invite all qualified individuals to apply. Women, Aboriginal people, persons with disabilities and visible minorities are encouraged to self-identify.

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