Vice President, Education & Compliance, and Deputy Registrar

ABOUT US:

The Condominium Authority of Ontario (CAO) is a dynamic, digital organization that supports the province's rapidly evolving condominium sector with information, education and dispute resolution services.

We value innovation, collaboration, creativity, a get-it-done mindset and embrace modern, agile/scrum IT development methodologies and client-focused solutions. Our staff have told us that CAO’s culture embraces diversity and provides a collaborative environment where they can learn, grow and thrive. We are committed to staff well-being and work-life balance, and offer competitive compensation, health benefits, pension matching and a hybrid work environment. Our office is in heart of Toronto’s bustling financial district.

The CAO is a delegated administrative authority that supports condo living and enhances consumer protection by providing services and resources that reach all condo communities across Ontario. We are accountable to the government through an Administrative Agreement with the Minister of Public and Business Service Delivery and Procurement. The seven-member board of directors provides strategic guidance and oversight of the organization.

We are an organization driven by our vision, mission and values:

• Our Vision: Strong and vibrant condominium communities in Ontario.
• Our Mission: Engage and empower Ontario’s condominium communities with information, education, and dispute resolution.
• Corporate Values: Innovation, trust, teamwork, value for money, integrity, fairness.
• Team Values: Respect, trust, diversity, collaboration, leadership.

We value flexibility and have adopted a hybrid work model whereby employees use a combination of working remotely 2 days a week and in the office for 3 days.

THE OPPORTUNITY:

As a member of the executive leadership team, and reporting to the Chief Executive Officer, the Vice President, Education & Compliance and Deputy Registrar provides leadership and oversight of CAO’s information and educational services, data management and analytics, and compliance functions to achieve CAO’s digital-first strategic objectives and business priorities.

KEY RESPONSIBILITIES:

Strategic Leadership

• As a member of the executive leadership team, participates in the development of CAO’s strategic agenda and priorities, business plans, resource plans, including the development, implementation and evaluation of the organization’s vision, goals and business performance to support and empower Ontario’s condominium communities.
• Provides strategic guidance and sets strategic operational priorities for the department to ensure timely, user-friendly, accurate, accessible, and relevant information, education, data analytics and business intelligence, and compliance with legal obligations.
• Oversees the overall operations of the department including development of operational policies and procedures, workplans, and key performance indicators.
• Collaborates with the CEO and other members of the executive team and project management teams to develop and implement multiple concurrent information, education, data analytics and compliance projects and initiatives to enhance consumer protection.
• Identifies emerging condo-related issues, conducts an analysis and proposes potential solutions or improvements to services.
• Represents the organization through active participation in special projects, task forces, forums and conferences.
• Fosters effective client engagement to build and maintain critical relationships with partners and stakeholders.
• Participates in Board committees and presentations as needed or as a delegate on behalf of the CEO.

Regulatory Compliance

• Oversees CAO’s compliance function to ensure that condominium corporations meet their Condo Act and legal obligations and fulfill the organization’s mandate for protecting condominium consumers and owners.
• Leads the team in various compliance efforts to help condo corporations meet legal obligations and address non-compliance issues, including: filing returns and paying assessment fees, completing the mandatory director training and maintaining quorum, providing accurate and up-to-date information for the condo public registry, and ensuring that any condo manager or management firm that is retained are licensed by the Condominium Management Regulatory Authority of Ontario (CMRAO).
• Leads the development and implementation of outreach strategies to condo corporations and condo boards to build knowledge and understanding of Condo Act and meeting legal obligations under the Condo Act.
• Leads the development and implementation of consumer protection processes and criteria, including issuing of notices for non-compliance, issuing Registrar Certificates and Compliance Orders, and/or pursuing Provincial Offences as appropriate.
• Leverages CAO’s database to identify data integrity and/or non-compliance issues, incidents or developing trends of concern that may require consideration for further corrective action.

Information and Education Services

• Sets the overall strategy and direction for the provision of information services through the contact centre (CAO’s Information Services Team) and website (client services) to ensure timely, efficient and effective services to condo community clients and the public.
• Oversees the collection of client feedback related to CAO's information and client services to inform the development and enhancement of high-quality information services through multiple channels (e.g. website content, contact centre knowledge base and other tools).
• Identifies emerging condo-related issues, shifting public/ condo sector expectations, demand for service enhancements, and legislative or regulatory changes.
• Provides strategic direction for the development and implementation of CAO’s education services for owners and directors, including the mandatory director training program.
• Oversees the ongoing assessment and continuous improvement of the director training program content and learning management system (LMS), and the director training competency framework.

Data Analytics and Business Intelligence

• Oversees the overall enterprise data analytics and business intelligence strategy, including data governance, data management, data warehouse requirements, advanced analytics and data accuracy/quality standards.
• Fosters data-driven culture by establishing initiatives to build data literacy and data driven business decisions across the organization.
• Provides leadership and champions the use of data technologies, big data and machine learning/artificial intelligence capabilities to drive business improvements and efficiencies, and to identify/predict trends in the condo sector.
• Leads the development and implementation of policies and procedures for ensuring the quality and integrity of the data collected from condominium corporations and the information services staff to enhance business intelligence and informed decision-making.
• Drives collaboration across the organization to drive innovation and utilization of next generation reporting and analytics solutions.

People and Organizational Leadership

• Establishes and monitors team accountabilities within the department to strengthen collaboration within the team and across the organization to drive effective collaboration and service delivery.
• Promotes a culture which respects CAO’s values of respect, trust, collaboration, leadership, as well as equity, inclusion, diversity and anti-racism and encourages all employees to work together to achieve results and contribute to a healthy, rewarding and productive work environment.
• Oversees the annual performance management program for team members and utilizes a variety of people initiatives to develop team members and ensure high performance of staff.
• Manages all aspects of people management for direct reports including recruitment, orientation, coaching, mentoring, conflict resolution, performance management and learning and development.
• Monitors and manages all relevant department budgets and resources, ensuring financial accountability.
• Demonstrates commitment to the effectiveness of CAO’s hybrid working model (2 days remote working/3 days in office).

YOUR SKILLS AND EXPERIENCE:

• Post-secondary degree in policy, public administration, law, regulatory affairs, or related field.
• 10+ years of relevant leadership experience in the not-for-profit or public sector or equivalent combination of education and experience.
• Experience in a regulatory, consumer services, policy, legal administration or quasi-judicial environment.
• Strategic thinker with strong results orientation and proactive and innovative mindset.
• Knowledge (or demonstrated ability to gain proficiency) of the Condominium Act, 1998 and its regulations, as well as other legislation, issues and resources related to condominium living in Ontario.
• Understanding of government-administrative authority relationship and policy development processes.
• An understanding and commitment to the Condominium Authority’s mandate and digital first service delivery model.
• Proven ability to build strong relationships and collaborate at all levels of the organization.
• Demonstrated commitment to consumer protection and customer service excellence in a detail oriented, digital, time-sensitive environment.
• Ability to champion and adapt to changes, re-set priorities, and manage multiple deliverables within strict timeframes.
• Sound judgement and discretion and political acuity in dealing with confidential matters.
• Effective facilitation, negotiation, and conflict resolution abilities to manage complex relationships and develop and build consensus on initiatives.
• Demonstrated analytical, research, evaluation, problem solving, organizational and time management skills in a complex and collaborative environment.
• Excellent communication and interpersonal skills with the ability to diplomatically and effectively communicate with staff, stakeholders, partners, and the public.
• Proven results in leading the development and implementation of multiple projects and high-profile initiatives within strict timeframes and an understanding of product development, digital processes and project management tools; experience with scrum/agile practices would be an asset.
• Strong people leadership skills with the ability to inspire, mentor, coach, empower and motivate high performing teams.

Working conditions/ environment:

CAO values in-person collaboration and we observe a hybrid working model and only those interested and comfortable in collaborating in person 3 days a week (Tuesdays, Wednesdays, and Thursdays) need apply.

Disclaimer:

We thank everyone for their interest in joining our dynamic team, but due to the volume of applications only those qualified will be contacted.

CAO is an equal opportunity employer, encouraging workplace diversity. All qualified individuals will be considered without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, marital status or any other characteristic protected by law.

CAO welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. You can email CAOhumanresources@condoauthorityontario.ca for any request.