Managing Director
Location: CA, BC, Vancouver
Company profile: Pardon Services Canada is a national legal services company established in 1989.We serve as an advocate for Canadians with a past criminal record, who wish to exercise their rights under the Criminal Records Act of Canada and the Immigration & Nationality Act of the United States, to obtain a Record Suspension (formerly called a Pardon) and US Entry Waivers. Also assisting with Temporary Resident Permits and Criminal Rehabilitation Status for Americans with a past criminal record.
Description: 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 ParoleBoard 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 ManagementIncrease Pardon Services Canada’s effectiveness in engaging and advocating with Canadian policy and regulatory stakeholdersDevelop and implement strategic and business plansSupport and develop a positive and collegial corporate culture Reporting Relationships:  Reports to the PresidentAs 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 strategiesIs required to work collegially with and in support of members of the Sales  and Administrative team to ensure coordination of company effortsDevelop effective working relationships with key stakeholders in Government, national advocacy organizations, and industry partnersProcessing team members and team Leader report to and are directed by the Managing DirectorThe Director of Sales and Business development reports to the Managing Director Key Performance Indicators:Quality of file managementAverage Process times per applicationUnit cost of processing ($/files)RevenuesProfitabilityMarket ShareRate of Growth Accountabilities:Hire, direct and mentor a team of 5 – 10 pardon file management specialistsTrain and coach a growing team of 5 – 10 pardon file management specialistsManage team and individual performance, by establishing targets and coaching team members in pardon file management, practices and account managementReview, 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 qualityDefine 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 / forumsProduce consistent and effective communications programs targeting key stakeholders, through all mediaRepresent 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 budgetPrepare quarterly operations forecasts, with monthly updates for use in business, marketing / advertising, and employment planning.
Requirements: Experience: At least five years operations management experience including business process changePrevious experience with Pardon services or regulatory affairs, or work with a national pardon or legal advocacy organization, or law enforcement and the courts system that dealt with pardon applications, and/or previous experience managing legal documents or application files;Previous public relations or business communications experienceExperience in stakeholder engagement and/or advocacy with Canadian Government officials, elected representative and specialized interest groups.                                                                             Qualifications:BComm or equivalent professional experienceSuperior communication (both verbal and written), as well as interpersonal, collaborative, and team work skillsStrong organizational and prioritizing skills with ability to complete multiple time-sensitive tasks simultaneouslyEffective leader, coach and mentorComputer literate with Windows-based applications and ERP/CRM systemsGenuine interest in peopleAbility to think and act creatively in generating and developing  effective communication strategiesFluency in both English and French would be considered an asset.
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