The Association of Professional Engineers and Geoscientists of Alberta APEGA - Service Coordinator

Job Title: Service Coordinator (Temporary)

Employment Indicator: Temporary (1 Year Term)

Reports to : Director, Business Performance

Want to be part of a team that makes a difference? Come be part of the change.

Since 1920, APEGA has been regulating the practices of engineering and geoscience to serve the public interest in Alberta.

We are looking for energetic people who thrive in a dynamic, fast-paced, and challenging environment. You are committed to serving the community with integrity, accountability, and innovation, and capable of delivering exceptional service. If you reflect these values, have the knowledge, skills, and abilities to make a difference through your work, and are passionate about acting in the best interest of public safety - then come be a part of our diverse and inclusive team!

Position Summary

Reporting to the Director, Business Performance, the Service Coordinator is responsible for the day-to-day execution of the APEGA Service Program and spin off projects. This includes data gathering and analysis, reporting, staff communications, process reviews and best practice recommendations.

Responsibilities

Primary support and coordination for APEGA Service Project by:

• Providing day to day support for the APEGA Service Program and associated projects.
• Maintaining project document and information management in Teams and SharePoint.
• Providing updates on the program for Town Halls and program updates.
• Supporting the APEGA Service project manager and sponsors, create content for staff regarding APEGA service project updates and improvements to APEGA's service delivery model.
• Updating the OWL APEGA Service page.
• Partnering with IT where appropriate to support gathering and documenting business processes to inform technical and functional requirements on improvements or spin-off projects.

Collect APEGA service data, analyze and provide insights by:

• Identifying of tier 1, 2 & 3 contact types.
• Process mapping and customer experience mapping for APEGA Service processes and procedures.
• Working with data analyst resources, build a dashboard and reporting mechanism for APEGA Service key process indicators (KPIs) and objectives and key results (OKRs).
• Supporting the review of APEGA Service metrics and dashboards as established by the program sponsors.

Support for APEGA Answers content team by:

• Completing a gap analysis of top contact drivers vs. website content and APEGA Answers content.
• Supporting the Business Performance Coordinator in the maintenance of the tool.
• Supporting APEGA content creators to ensure content has a consistent voice and style.
• Identifying potential content for APEGA Answers from staff communications and business updates.

Competencies, Skills & Attributes

Competencies

Core:

• Exemplifying Integrity
• Fostering Communication
• Results Orientation
• Service Excellence
• Teamwork

Functional:

• Problem solving
• Project management
• Analytical thinking
• Improving Business Processes
• Information Gathering & Processing

Knowledge, Skills & Abilities

• Customer service industry best practices
• Experience with change management
• Experience with process improvement
• CAPM certification would be an asset
• Process mapping
• Data collection
• Basic data analysis and presentation
• Communicating with all levels of the organization
• Experience with maintaining and using SharePoint
• Ability to collect, analyze and report on data (with support from internal resources when needed)
• Conduct research when needed
• Ability to collect large amounts of data (detailed oriented) and roll it up into something digestible (big picture)
• Exceptional written and verbal communication skills.
• Strong initiative, judgement, critical thinking and analytical skills
• Strong attention to detail and organizational skills.
• Ability to be flexible and to adjust quickly to changing priorities and execute in a fast-paced environment.
• Proficient with Aptify, MS365 applications, including SharePoint and MS Teams.
• Ability to use discretion in decision-making.
• Demonstrated ability to display and thrive in a culture of excellence and accountability.
• Ability to work both independently and cross-functionally to drive service outcomes.
• Comfortable meeting with a variety of internal stakeholders in the organization to collect information related to service
• Ability to conduct research as needed

Qualifications

• Diploma or undergraduate degree in business, technology or in a relevant discipline, or equivalent experience.
• 3 - 5 years of experience in a customer service environment or equivalent combination of education and experience.
• Demonstrated experience with process improvements, reporting, data gathering and analysis.
• Experience mapping processes or journey maps is required.

Closing Date: Until successful candidate is found

We acknowledge all candidates working in their area of expertise may build their knowledge, skills, and competencies in several ways. We welcome candidates from a breadth of backgrounds, who may have equivalent skills and competencies to the ones listed above. There may be APEGA positions posted that have specific regulatory requirements, and in keeping with those requirements, APEGA will follow the guidelines that we are bound by. All candidates are considered with the objective to enhance APEGA's people and culture.

If you are interested in this position, please submit your cover letter and resume directly through our company website (/apega.ca/about-apega/apega-careers).

Thank you for your interest in APEGA.

Only those candidates selected for interviews will be contacted.