Deputy Supervisor -Full time- Term- Newmarket

Serco; Newmarket; On-site; CAD 55,000 - 75,000; Full time

Job summary

Serco Canada Inc. is seeking a Supervisory professional to support DriveTest Centre operations across Ontario. You will lead front-line staff, coordinate daily activities, and ensure service delivery aligns with MTO standards and Serco policies.

Responsibilities include monitoring performance, coordinating coverage, and driving training initiatives while addressing customer concerns in a professional manner. Expect variable hours with potential weekends depending on location.

Qualifications

• Supervisory or team-lead experience with demonstrable leadership and coaching abilities.
• Strong written and oral communication skills for interactions with staff and customers.
• Knowledge of safety, compliance, and performance management concepts.

Responsibilities

• Oversee DriveTest Centre operations and direct front-line staff to meet service objectives.
• Coordinate workflow, assign coverage, and address issues to maintain performance.
• Monitor performance data, provide feedback, and identify training needs.
• Ensure compliance with Serco policies, MTO standards, and BMS processes.
• Assist with administrative tasks, scheduling, and customer issue resolution.

Skills

Leadership

Oral communication

Written communication

Fostering teamwork

Maximizing performance

Customer Service Focus

Thoroughness

Managing work

Stress Management

Personal credibility

Tools

Microsoft Windows

Outlook

Word

Excel

Job description

Position Description & Qualifications

If you enjoy working with the public in a high energy and dynamic environment - challenging and rewarding job opportunities await you at Serco Canada

You will be part of a professional team which supports operations at all DriveTest Centers across Ontario on behalf of the Ministry of Transportation. Bring your expertise and customer service skills to this unique opportunity with DES – Driver Examination Services.

We are looking for dedicated individuals who desire to grow within Serco Canada and further develop their leadership skills while assisting with the management of selected DriveTest Centers. This demanding yet rewarding role requires adaptability, independent thinking, initiative, and enthusiasm. The position will suit you if you have strong interpersonal skills, creative problem-solving abilities, are dedicated to achieving goals and are eager to learn and invest in personal development.

• This is a “term” position. Your employment will commence upon completion of background checks and the agreed upon start date. The position is anticipated to last for a term of six (6) months with the possibility of an extension.

Purpose Of The Job

• Assist with directing front-line employees on daily/weekly activities in the DTC (DriveTest Centre), to meet section service delivery objectives.
• Ensure compliance with all Serco Canada Inc. policies and procedures, including but not limited to MTO Standards, Code of Conduct and Ethics, Serco Management System etc.
• Support the other Supervisors and DTC team to achieve targets and meet the Project Agreement expectations including KPI’s.

Primary Duties And Responsibilities

Management and Supervision:

• Support the leadership of a DriveTest Centre team including all Customer Service and Driver Examiner activities.
• Coordinate workflow within DriveTest Centre, including distribution of work, dissemination of information, assigning staff to cover for absences, providing technical assistance, answering questions, and resolving problems.
• Reviewing work performance and delivering performance data to employees, motivating staff to work more effectively, determining training needs to improve performance, initiating strategies to correct performance.
• Regularly monitor the accuracy, completeness and timeliness of customer service and Driver Examiner activities within area of responsibility.
• Ensure accurate compliance with all Business Management System (BMS) processes and procedures.
• Assist Centre Supervisor with various administrative tasks such as facility check lists, scheduling, stock inventory and ordering, handbook reconciliation, etc. as required.
• Respond and Address customer concerns and issues in a professional and diplomatic manner within specified timelines.
• Perform duties of Customer Service Agent and/or Driver Examiner as required.

Competencies And Skills

• Leadership – 1 to 2 years of experience in a supervisory, acting supervisor or equivalent team leadership role.
• Oral communication: ability to express oneself clearly in conversations and interactions with others.
• Written communication: ability to express oneself clearly in business writing.
• Fostering teamwork - The ability to (and desire) to work cooperatively with others, while providing leadership and guidance to ensure the success of all team participants.
• Maximizing performance - The ability to assist with establishing performance/development goals, coaching performance, providing training, and evaluating performance.
• Customer Service Focus - The ability to listen to and understand the customer. This includes anticipating customer needs and giving high priority to customer satisfaction.
• Thoroughness- The ability to ensure that one's own work and other's work are complete and accurate. Proven track record of high performance and creating a positive and productive work environment in previous roles.
• Managing work - The ability to identify priorities, manage time, effectively plan, and establish organized procedures to accomplish goals efficiently and effectively.
• Stress Management - The ability to keep functioning effectively when under pressure and maintain self-control in the face of hostility or provocation.
• Personal credibility - To be perceived as responsible, reliable, and trustworthy.

Health & Safety

• Ensures the ongoing maintenance of safe, healthy, and sustainable working environment at a DriveTest Centre.
• Ensures employees are following the H&S rules and regulations.
• Assists with the scheduling and chairing of staff meetings to provide updates on the company’s overall health, safety, and environmental strategy, introduces new or revised policies and procedures and encourages staff participation in the development of improvements.

This position is contingent upon your ability to Pass Criminal Record Check (CPIC); Fingerprint Check.

To Be Successful In This Role, You Must Have

• High level knowledge of CSA and/or DE duties including ability to perform basic CSA transactions and conduct G1, G2 road tests and/or the ability to obtain certification. Ability to perform other road tests (M1, M2, A, B, C, D, E, F, and Z) is an asset.
• Excellent knowledge of the Graduated Licensing System, related legislation, regulations, government, and company policies to effectively
• Good computer skills in a Microsoft Windows environment, including Outlook, Word, and Excel.
• Has the ability to multi-task, work well under pressure, prioritize workload, meet deadlines, maintain confidentiality, and work well with all levels of management, the client, and the public.
• Willingness and ability to continuously improve upon and upgrade skill set.
• Must be able to pass Criminal Record Check (CPIC) and Fingerprint Check.
• Employee hours vary based on customer demand and location’s operating hours.
• This position may require extended shift hours and possibly Saturday hours (depending on location) during certain periods of the year when Drive Test Centre volume is higher.

Serco Canada Inc. an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values, Serco Canada is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. Serco Canada will provide accommodation for applicants in all aspects of the hiring process. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements. We thank all applicants for their interest. However, only candidates selected for an interview will be contacted. Serco Canada Inc. is an equal opportunity employer.

Company Overview

Serco Canada Inc. strives 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 the Canadian Federal and Provincial 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.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple provinces, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.

Serco complies with all applicable federal, provincial, and local leave laws.

This is a Canada-based role and this position is for an existing vacancy, unless stated otherwise in the job description.