Executive Director, Service Delivery and Operations

About Us

The mission of the Department of Advanced Education is to lead the Province's advanced education sector through change and evolution to become a modern, responsive, strategically integrated system. Our goal is to align government departments, agencies, public and private sectors behind a common agenda to develop and promote strategic advanced education programming, infrastructure development, innovation, research, entrepreneurship, as well as social and sustainable growth and development through targeted investments.

About Our Opportunity

Reporting to the Senior Executive Director, Advanced Education, the Executive Director, Service Delivery and Operations, provides strategic leadership and support to approximately 22,000 students each year. This support is delivered through approximately two dozen programs which provide grants, loans and other strategic programs to low-to-modest income households and to students with disabilities.

The Executive Director leads a large operational and service delivery team responsible for the delivery and oversight of multiple programs and ensures the most efficient and effective delivery system is in place to ensure timely implementation of student assistance, debt management and accessibility programs and that obligations related to Federally delivered funding are met.

Primary Accountabilities

-Influences the direction of government and departmental policy on student assistance programming, affordability and effective supports for students with disabilities, by consulting and providing expert advice on improving procedures and processes, utilizing technology and applying best practices to streamline program delivery and improve client service and evaluating the potential creation of new programs through consultation with the executive team, Minister, Deputy Minister and various working committees.

-Identifies and ensures implementation of opportunities to improve the delivery of programs and services through collaboration and partnerships with key internal and external stakeholders.

-Leads and provides oversight of the development and implementation of business analytics solutions by identifying information needs, resource requirements, business processes, and platforms to provide accurate and comprehensive business analytics across student assistance and Post Secondary Accessibility Services.

-Identifies opportunities for transformation and modernization of AE enterprise-level IT applications and business processes to enhance both access and delivery of programming.

-Develops a data governance structure with mechanisms to monitor data access and provides oversight into the planning and managing of data requests related to program delivery and program policy decisions.

-Improves the client experience, service quality and access by evaluating IT solutions, partnerships, communication and outreach and other best practices, in collaboration with the senior leadership team, which includes developing and implementing strategies (e.g., promoting channel specific features and benefits) to create awareness of programs, enhance access and migrate customers to the most effective channels and services.

-Implements a performance measurement framework to monitor and respond to client satisfaction levels and determine current and future standards and levels of service.

-Establishes a culture of client service excellence and innovation to optimize program delivery and client service standards.

-Develops strategies when leading the Division in negotiating with provincial and federal partners; Memorandum of Understandings (MOU).

-Directs the development of strategic plans and implementation frameworks to ensure the Nova Scotia Student Assistance/Post-Secondary Accessibility Services programs address future training and post-secondary education needs.

-Represents the Department and the Province at federal/provincial meetings related to student financial assistance, and students with disabilities.

-Ensures that programs and services are responsive to the post-secondary needs for persons with disabilities, are fiscally accountable, administratively sound and compatible with programs offered by other government departments.

-Accountable for the divisional budget process and oversight to ensure the effective management of human and financial resources.

Qualifications and Experience

To be considered for this opportunity, you will hold a bachelor's degree in addition to ten years or more progressive experience in a leadership capacity within Program Delivery and / or client service focused channels. You are an excellent relationship builder, a progressive leader, and an innovative self-starter. You are able to demonstrate a strong knowledge of IT solutions related to program delivery, including opportunities to leverage automation and AI, as well as a strong use of data analytics to drive decision making, measure against service delivery best practices and drive program efficiencies and modernization. As a skilled communicator, you possess excellent written and verbal communication and facilitation skills and communicate effectively with a broad range of stakeholders.

In addition to the above, you are a highly organized individual who is focused on continuously improving quality and has a solution-focused approach. You are responsive and able to prioritize your work, to ensure departmental goals are met. You are aware and have a broad understanding of the trends and issues affecting students with disabilities, with a strong understanding of challenges students face on a daily basis. Further, you ensure that the highest standards of confidentiality are met and maintained in Student Assistance, and Post-Secondary Accessibility Services. You also have excellent problem-solving skills to propose and implement new delivery models.

Your broad expertise will allow you to develop plans and solutions, provide sound advice to senior executive leadership, interpret and apply knowledge of laws, regulations and policies, as well as negotiate among parties for the benefit of economic, business and inclusive economic growth.

You have experience in developing and analyzing policy with the ability to interpret data to assist in making sound decisions. The ability to evaluate complex policies is also an essential skill for this role. You have an excellent grasp of policy and planning methodology, systems and processes of decision-making in a government environment. You apply this knowledge to complex and broadly connected regulatory and/or social policy issues.

You demonstrate excellent leadership capabilities, while respecting corporate human resources practices, promoting diversity and inclusion, promoting teamwork and individual development, and maintaining internal communication.

The following would be viewed as assets: A masters or professional degree, and/or experience or knowledge within the post secondary sector.

LEADS

The Government of Nova Scotia has adopted the LEADS Leadership Framework. During the interview, candidates will be expected to express how they have demonstrated the key behaviors and capabilities required to effectively lead in a caring and inclusive environment. LEADS Domains includes Leads Self, Engage Others, Achieve Results, Develop Coalitions and Systems Transformation.

Please follow LEADS (novascotia.ca) for more information.

We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.

Equivalency

An equivalent combination of training, education and experience will be considered.

Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.

Benefits

Based on the employment status the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan, Health, Dental, Life Insurance, General illness, Short- and Long-Term Disability, Vacation and Employee and Family Assistance Programs. For information on all our Benefit program offerings, click here: Benefits for government employees.

Working Conditions

Most of your time is spent in a comfortable office setting. You will have daily contact with various internal and external stakeholders. The scope of this role requires strong leadership abilities as well as excellent organizational skills.

Additional Information

This is a permanent position based in Halifax, Nova Scotia.

What We Offer

• Career development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career
• Engaging workplace: our employees feel valued, respected, connected, and tuned in, we have forward-thinking policies and strategies
• Countless career paths
• A dynamic, client-focused office environment where service excellence and teamwork are our focus