Managing Director, DES

Position Description

At Serco, the work we do around the world touches the lives of millions of citizens and makes a positive impact. Due to a promotion, Serco-CA has a great opportunity for a Managing Director/DES to join our leadership team in Canada. This position is located at our Downsview DES office in Downsview, Ontario, and reports to the VP of Operations.

Since 2003, Serco has been providing Driver Examination Services at 56 driver examination centers and 39 travel points for the Ontario Ministry of Transportation. This long-term public-private partnership showcases Serco’s approach of high-tech service with a human touch to improve the experience of citizens and deliver value to taxpayers.

Purpose of the Job:

• To lead, manage and grow the existing DES account while achieving program mandates and milestones.
• Help our customer deliver vital services more efficiently, while increasing the satisfaction of their end customers.
• Develop further business within the Citizen Services market sector.

Primary Duties and Responsibilities:

• Drive performance improvement in the DES contract, including operating costs, service levels, and profitability.
• Deliver financial and service quality targets in line with budget.
• Ensure all contract requirements are effectively delivered and met.
• Ensure all regulatory, safety, and legislative requirements are effectively delivered and met.
• In conjunction with Serco-HR, manage contractual relationships with the DES labour union.
• In conjunction with Serco-procurement, effectively manage contracts with the various stakeholders supporting the DES program, including IT, facilities, and other support services.
• Develop and maintain working relationships with the appropriate government and partner stakeholders.
• Seek opportunities for organic growth in the existing account, winning new and re-bids as they present.
• Drive profitability, sales growth, and cash conversion, working closely with the Finance Director.
• Provide clear leadership and focus to all the team members. Work with the Human Resources Director to maximize the potential, contribution, and engagement of people in the business. Develop exceptional leaders and successors in his/her team.
• Contribute to the overall effectiveness of the Serco Canada Leadership team.
• Work with business and customer stakeholders to define solution objectives and requirements.
• Assume responsibility and drive ownership for issue resolution. Accountable for on-time solution delivery, quality, cost, and operations.
• Plan, manage, and implement required modifications to the supporting contract and program, ensuring alignment with divisional strategy, mission, and values.
• Develop relationships and market intelligence across the whole of the top-level customer grouping, shaping the market.
• Accountable for ensuring that Serco’s interests are represented in joint partnerships or ventures.
• Responsible for performance management of direct reports, subordinates, and employees, including authority to hire, initiate corrective action, and terminate subordinate staff in line with HR approval model.
• Develop and implement strategies and actions to promote and improve employee engagement.
• Implement and deliver strategies to mitigate risks of fraud on the DES program.
• Foster a culture of innovation and continuous improvement.
• Other duties as assigned.

Qualifications

Job Requirements:

Education/Certifications:

• A Bachelor's or Master’s degree in Business or related disciplines (e.g., Finance).
• 10-15+ years of business delivery experience, meeting or exceeding critical KPI’s, and/or ISO delivery, best practices.
• Experience must show a progression of business leadership and responsibility.
• Must possess excellent verbal communications and writing skills, with experience leading not only operations staff but also cross-functional business teams.
• Strong project management skills with the ability to work on and track multiple projects simultaneously. Proven track record of leading a business unit and/or serving government customers.
• Solid experience leading large operations and working with customers at different levels, including business development and C-level executives.

Knowledge and Experience:

• Appropriate experience, at senior levels, within a highly competitive and commercial contracting environment with a prevailing culture of business development, growth, and delivery on projects and customer service levels.
• Experience of operating at Board level.
• Experience of leading and developing major operations, with a strong service and assurance focus.
• Experience of working in a global business environment and demonstrates an understanding of Citizen Service markets.
• Demonstrates a track record of defining and delivering business plans – will have delivered goals, targets, and milestones.

Skills/Competencies:

• Leadership – shapes the efforts of everyone in the business towards a common strategic purpose. A highly energetic individual who generates excitement, enthusiasm, and commitment, and communicates a compelling vision.
• Strategic viewpoint combined with the ability to make things happen.
• Commercially aware – consistently creates, identifies, and exploits commercial opportunities.
• Entrepreneurial ethos – encourages generation of new ideas, embraces change, and takes appropriate risks.
• Relationship building – the ability to build and maintain productive relationships across all stakeholders.
• Communicates effectively – able to articulate ideas in a clear and persuasive manner.
• Initiative – the ability to think and act ahead, takes a proactive approach in anticipating problems and driving opportunities; a self-starter.
• Manages people effectively – follows through with performance management including objective setting, regular feedback, and review.

Health & Safety:

• Ensures the ongoing maintenance of a safe, healthy, and sustainable working environment while observing compliance with management responsibilities and legislation as per section 27 of the OHSA.
• Ensures employees are in compliance with the H&S rules and regulations.

Other:

• Comply with Serco Canada Inc. policies and procedures.
• Performs other tasks as assigned.

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial, and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: Serco Benefits. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identity during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.