Pardon Services Canada, established in 1989, is the leading provider of Record Suspension (Pardon) and US Entry Waiver application services in Canada. An estimated 13% of Canadians have a criminal record – usually minor offences which can create barriers for mobility, employment and international travel. As the pioneer and acknowledged authority, our expertise and experience in this area is unique and unequalled. We have longstanding working relationships with all the Police Forces and Courts in Canada, as well as the Parole Board of Canada (PBC) and the U.S. Department of Homeland Security (DHS). We are advocates for Canadians with past criminal records who need to exercise their rights under the Criminal Records Act of Canada (CRA) and the Immigration and Nationality Act (INA) of the United States. Headquartered in Vancouver, we serve clients across the breadth of Canada and retain satellite offices in Edmonton, Calgary, Toronto, Ottawa and Montreal. Position Objectives: Develop the value and operational effectiveness of the Processing Team in File Administration and the overall cost of File Management Increase Pardon Services Canada's effectiveness in engaging and advocating with Canadian policy and regulatory stakeholders Develop and implement strategic and business plans Support and develop a positive and collegial corporate culture Reporting Relationships: Reports to the President As a member of the Senior Management Team works collaboratively with the President, and Director of Sales and Business Development on strategic and business planning, business process innovation projects, advocacy, public relations and communication strategies Is required to work collegially with and in support of members of the Sales and Administrative team to ensure coordination of company efforts Develop effective working relationships with key stakeholders in Government, national advocacy organizations, and industry partners Processing team members and team Leader report to and are directed by the Managing Director The Director of Sales and Business development reports to the Managing Director Key Performance Indicators: Quality of file management Average Process times per application Unit cost of processing ($/files) Revenues Profitability Market Share Rate of Growth Accountabilities: Hire, direct and mentor a team of 5 – 10 pardon file management specialists Train and coach a growing team of 5 – 10 pardon file management specialists Manage team and individual performance, by establishing targets and coaching team members in pardon file management, practices and account management Review, refinement, and documentation of business process, procedures and methods related to managing pardon application files and related services, to support ongoing innovations that reduce time and cost of processing, and/or increase processing quality Define and manage a progressive and continuous learning program that enhances processing team paralegal knowledge and customer support skills, on a regular and consistent basis. Identify and lead stakeholder engagement activities which would include working with federal elected officials, regulatory managers and policy makers, leaders in the legal profession, and key national advocacy groups in formal and informal communication, advocacy, and consensus building programs: Meet and build effective working relationships with key stakeholders through direct contact, participation in industry or professional organizations / forums Produce consistent and effective communications programs targeting key stakeholders, through all media Represent Pardon Services Canada's business interests in a professional and effective manner, in order to acquire improvements to regulatory process or practice. Develop and implement effective corporate strategies and business plans to support the growth targets of the company, including research and communication of business strategies and plans. Prepare annual Operations and Stakeholder Engagement budgets, including personnel, training, advertising, promotion, travel and facilities. Report monthly on performance against budget Prepare quarterly operations forecasts, with monthly updates for use in business, marketing / advertising, and employment planning.