Manager, Registration Services

OMVIC is currently searching for a Manager, Registration Services for our Toronto corporate office.

Who is OMVIC?

OMVIC (Ontario Motor Vehicle Industry Council) is Ontario’s vehicle sales regulator. OMVIC enforces the Motor Vehicle Dealers Act and other consumer protection statutes for the Ministry of Public and Business Service Delivery. OMVIC’s mandate and role is to maintain a fair and informed marketplace by protecting the rights of consumers, enhancing industry professionalism, and ensuring fair, honest, and open competition for registered motor vehicle dealers. This is achieved by maintaining strict dealer/salesperson registration requirements; inspecting all Ontario dealers (new and used); providing free complaint handling to consumers; developing/delivering consumer and dealer education/awareness programs; and investigating and prosecuting industry non-compliance and illegal sales (curbsiding).

What we offer:

OMVIC is made up of dedicated and talented individuals who take pride in the work we do each day to ensure our mandate is being met. It is this group of people that create a collaborative atmosphere that’s inclusive, transparent, friendly, and open which works to foster the team spirit. Over and above the work environment, OMVIC offers a comprehensive benefit package including: 100% company paid dental and health, Critical Illness, and a GRRSP program.

Role Summary:

The Registration Services Manager is responsible for managing the Registration department that processes over 50,000 registration transactions including new dealer and salespersons applications and related renewals, transfers, terminations and changes. This role ensures registration transactions are processed within reasonable customer service standards in accordance with the Motor Vehicle Dealers Act (MVDA).  The manager makes recommendations to senior management on all matters relating to the registration of dealers and salespersons under the MVDA and the effectiveness of the registration department.

Responsibilities:

• Lead a high-performance registration team in order to meet and exceed expectations, ensuring all inquires are responded to within service level agreements
• Develop and implement policies and procedures that improve efficiency and effectiveness of the department and ensure compliance with policies and procedures
• Manage overall performance through leading by example; implement strategies to motivate the team to achieve departmental goals
• Optimize staffing levels and schedules to manage high volumes of applications and inquiries within the set target time
• Ensure the team is adequately staffed at all times to maintain service levels
• Regularly analyze the registration process and performance metrics to improve efficiency and effectiveness
• Analyze performance metrics, pinpoint areas of concern and take necessary measures to address them
• Develop and deliver a comprehensive training programs to ensure team members are well-informed and capable of managing a high volume of applications and complex scenarios
• Oversee and approve registration application and processes
• Supervise team members, recruitment, training, evaluations, allocation and other administrative duties
• Communicate changes in policy, procedures, services, that affect the department
• Review registration applications and conduct interviews with applicants when necessary for final approval
• Participate in problem file meetings and Regulatory Action Committee
• Work with the Legal department on registrant proposals; review, evaluate and make recommendations on the best approach
• Perform other duties as required

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field preferred
• Proven experience leading large teams with high call/application volumes
• Minimum of 3-year experience in a leadership role within a high volume, customer service or regulatory industry
• Strong leadership and team management abilities
• Strong organizational and multitasking abilities
• Ability to work under pressure and meet tight deadlines
• Knowledge of CRM system and Dynamics 365
• Ability to lead and direct employees, including organizing, prioritizing, and scheduling work assignments
• Excellent analytical skills for interpreting complex legislation
• Excellent communication, training, and mentoring skills
• Ability to build and maintain relationships across all levels of the organization
• Demonstrated ability to lead and direct a team
• Exceptional conflict resolution and negotiation skills
• Ability to review reports, identify problems and make recommendations for improvement
• Good training, coaching and mentoring skills
• Able to build and maintain lasting relationships with all levels of the organization
• Excellent verbal and written communication skills

We respectfully thank all applicants for their interest in working at OMVIC. However, we will only contact those meeting the qualifications for an interview.

OMVIC fosters an environment that respects people’s dignity, ideas and beliefs, thereby working to ensure diversity, equality and inclusion and has been committed to and will continue advocating for an environment where all persons are treated with fairness, dignity, and respect. OMVIC is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA), ensuring that all individuals are treated with dignity and respect. Should you require accommodation for disability during any stage of the recruitment process, please notify the Human Resources department.