Organizational Overview

Ontario One Call (OOC) is a Public Safety Administrative Authority; protecting Ontario by enabling safe digging. At OOC, public safety is at the heart of everything we do.

Since 2012, in Ontario, it's the law that any party planning to dig must contact OOC before they dig. OOC connects people planning to dig with the owners of underground pipes, cables, and other infrastructure to help prevent costly damages, service disruptions, and safety hazards. We also regulate an efficient locate system, foster industry wide collaboration, and promote safe, timely excavation across Ontario.

OOC is governed by a diverse Board of Directors, with experienced leaders representing underground infrastructure owners, excavators, ministry appointees and others dedicated to protecting Ontarians. Together, we work to shape a safer Ontario through collaboration, regulation, and education.

Safe Excavation starts with us.

Why Join Us?

Ontario One Call offers dynamic career opportunities in various areas such as operational services, compliance, regulatory affairs, communications, education, IT, finance and HR. When you join our team, you become an integral part of our mission-driven organization, dedicated to making Ontario safer, one dig at a time.

Core Values:

Caring…We invest in the success and safety for our team, communities and the environment.

Integrity...We are dedicated, honourable and honest.

Collaborative...We foster partnerships and work together to build a safer Ontario.

Inclusive...We are a leader in inclusivity and cultivate a foundation of respect and support within our industry.

Innovative...We strive for excellence with a willingness to learn, adapt and innovate.

Do you have what it takes to join our team?

Position Overview:

The Process Improvement Specialist supports operational excellence and continual improvement in Support Services, Operations and other areas of the business to ensure a positive user experience coupled with efficient operations. This role is pivotal in ensuring that new initiatives from the Business Solutions team are translated into efficient, scalable, and sustainable processes. The ideal candidate will also collaborate closely with the Support Services team to review, refine, and enhance existing workflows—ensuring continuous improvement and seamless integration of new services.

This role will work an array of systems, some proprietary to Ontario One Call, as well as other more common systems including Microsoft 365 suite of products, a CRM (MS Dynamics), as well as a various mapping solutions both internally and externally.

The ideal candidate will embrace and value efficiency, organization and will work closely with the members of their team and beyond to address issues and find improvements to business processes, as well as create new solutions or services for the continuous improvement of Ontario One Call’s deliverables.

Reporting to the Business Solutions Manager, this position is located at our head office at 104 Cooper Drive in Guelph, Ontario. Ontario One Call has a hybrid work model with staff dividing their workweek between in-office and at-home work per company policy.

Primary Responsibilities:

• Process Development & Implementation
• Collaborate with the Business Solutions team, Operational Services, the Digital Office and other departments to design and document new operational processes and efficiencies for upcoming initiatives.
• Proactively create workflows and processes for improvement projects from inception to implementation.
• Translate strategic concepts into actionable workflows that align with company services, capabilities and service standards.
• Work with industry stakeholders to build processes that enhance safety and damage prevention
• Collaborate with multiple internal and external stakeholders through focus groups to collect data on system performance and user feedback as a means of creating improvement, finding efficiencies in existing processes or creating new services or solutions that benefit stakeholders and the organization.
• Collect business requirements from stakeholders through various methods, including but not limited to, interview workshops (focus groups) and written communication.
• Process Review & Optimization
• Identify opportunities for changes to current business practises to improve efficiency, reduce risk, or enhance user experience.
• Partner with Operational Services and other cross functional teams as required to assess current processes, identify inefficiencies, and implement improvements.
• Conduct root cause analyses and recommend solutions to enhance service delivery, reduce time and duplication of effort, automate where possible and improve user experience.
• Create process and improvement opportunities by gathering and building requirements, conceptualizing the outcome and assisting with implementation as required.
• Cross-Functional Collaboration
• Liaise with Training and Education, and Communications teams to ensure process changes are well-communicated, supported and adopted.
• Work with the Learning and Development team to ensure that any improvements and/or solutions being implemented are understood throughout the organization
• Support change management efforts by contributing to training materials and facilitating knowledge transfer.
• Liaise with other departments to identify areas of opportunity, aligned with strategic plans initiatives and requirements.
• Performance Monitoring & Reporting
• Define and track key performance indicators (KPIs) to evaluate the effectiveness of implemented processes, internally and externally.
• Provide regular updates and insights to the Business Solutions Manager and other stakeholders.
• Prepare reports, showcasing data driven insights for a variety of audiences
• Stay informed about industry needs and trends to ensure alignment with best practices.
• Champion continuous improvement and support education and training efforts to ensure seamless adoption of system changes both internally and externally

Qualifications:

• Strong analytical and problem-solving skills with a data-driven mindset
• Excellent communication skills (verbal, written, presentation) and ability to engage internal stakeholders.
• Able to communicate conceptual and/or technical information to non-technical audience
• Ability to manage multiple tasks and prioritize effectively
• Intermediate skill with MS Office 365 and comfort with digital transformation tools and platforms.
• Expertise in geographical mapping systems, GIS experience is a strong asset.
• Demonstrated comfort working in a dynamic, evolving environment with shifting priorities and new initiatives
• Can develop business cases for new initiatives
• Understanding of how Operations, IT, Data, Compliance and stakeholder engagement intersect

Education/Experience:

• Bachelor’s degree in Business Administration, Operations Management, or a related field is preferred
• Minimum 2 years of experience in process improvement, business process reengineering, or business analysis—preferably in a contact centre or technical environment.
• Familiarity with Lean, Six Sigma, or other continuous improvement methodologies - certification is an asset.

Rewards:

• Starting salary of $72,000 - $85,000/annum dependent on qualifications and experience, with room to grow
• A comprehensive company paid benefit plan through Desjardins Life (at 3 months of service)
• CAAT DBPlus Pension Plan with Contribution Choice and Company Match (at 3 months of service)
• 3 weeks paid vacation
• 10 personal emergency days per year
• Highly engaged workforce and excellent workplace culture
• Diverse and inclusive environment
• Collaborative team
• New, clean and bright facility

Imagine a workplace where everyone feels valued and respected. At Ontario One Call, we are committed to making this a reality through our Inclusion, Diversity, Equity & Accessibility (IDEA) initiatives, policy and committee. To achieve this, OOC strives to create a supportive work environment and a culture that welcomes diversity and uniqueness and encourages equitable opportunities for employees. Every individual person deserves respect, dignity and a sense of belonging. We encourage applications from individuals of all backgrounds, including those who may be underrepresented in our industry.

In accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, Ontario One Call is pleased to offer accommodations for job applicants with disabilities, if you require accommodations, please advise by contacting us.

Application reviews are done by a human. We thank all applicants for their interest; however only those candidates selected for an interview will be contacted.

We are currently recruiting for this open position.