Senior Director, Registry Operations

Key Responsibilities

• Provides leadership to a group of Managers, each of whom are responsible for a unique but inter-related registry component.
• Accountable for the achievement of key performance measures and targets for the registry product lines and functions they oversee including profitability, contractual and customer-committed service level achievement including timeliness, quality and accuracy and new product development.
• Develops and delivers annual budgets and operating plans for the Core Saskatchewan registries and support functions.
• Achieves financial and performance measures for the product line and support operations, including revenue, expenses, operating, contribution and EBITDA margins.
• Champions customer service focus in delivery of all registry products and services.
• Accountable for the efficient and effective operation and management of the registry and support operations, including identifying and leading continuous process improvement.
• Oversight of key projects and initiatives impacting Saskatchewan Registry or Operations to enhance, maintain or expand product line and customer experience systems (process and/or technology).
• Contributes to long term and operational planning of the Business Line.
• Builds, sustains and leverages professional relationships with relevant internal/external customers, partners and organizations
• Ensures ISC is an appropriate steward of our responsibilities to the Province of Saskatchewan as set out in the Master Services Agreement. This includes ensuring compliance with a variety of legislative and regulatory requirements in the operation of the registry as well as building and maintaining a strong relationship with the Office of Public Registry Administration (OPRA).
• Contributes to the long-term strategy regarding annual registry fees reviews and adjustments facilitated through the appropriate processes such as the Change Request process.
• Contributes to long term and operational planning of the corporation. Provides recommendations to deliver product and service delivery enhancements and realize significant efficiency aligned with corporate objectives.
• Delivers recommendations for policy, regulatory, and/or legislative changes or requests for registry data usage to persuade and enable changes to achieve product enhancements, including customer satisfaction and operational efficiency.
• Participates in the exploration and integration of new growth opportunities particularly as it relates to connected registry related products and customer support requirements.

Qualification & Requirements

• University degree (or equivalent mix of education and applicable experience), with 12-15 years of demonstrated experience leading large and diverse teams of people in Operations, ideally a mix of in-scope and out-of-scope resources. Leading in a complex regulatory environment is considered an asset, as is leading teams for a publicly-traded company.
• 8-10 years of demonstrated experience and competencies in areas such as strategic planning, service delivery, marketing, operations and product management, market and business analysis, market development, market research and communications (brand strategy, promotion and advertising), with (8-10 years) of experience managing large diverse groups. An MBA would be an asset or a combination of equivalent education, training, and management experience.
• Demonstrated ability to effectively identify and implement required enhancements to achieve product line and corporate objectives.
• Strategic understanding of:
  • project management methodologies, products and services from an existing capability, regulatory/policy considerations, operational management, customer service excellence, people and performance management, change management, and quality and process improvement.
• Demonstrated ability in budgeting, forecasting, costing and explanation of financial results.
• Strong working knowledge and successful implementation of human resource practices, leadership, performance management, conflict and dispute management, coaching/mentoring, HR policies, procedures and the collective bargaining agreement.
• Extensive knowledge of continuous improvement, strategic / business planning, problem solving techniques, and benefits realization methodology.

Benefits

We believe in progress with purpose

• Innovative technology
• A record of sustainable growth
• Investment in diversifying lines of business

We support your growth

• Career development opportunities
• Education support

We care about people

• Competitive salary and benefits package
• Hybrid work schedule
• Recognition programs