Program Analyst, Operations & Process Improvement

Perfdrive; Toronto; On-site; CAD 70,000 - 100,000; Full time

Job summary

Legal Aid Ontario is seeking a Program Analyst to support the Clinic Resource Office with business analysis, service improvements, and performance reporting. The role involves working with diverse stakeholders to optimize processes and reporting for LAO-funded clinics and related organizations.

The position emphasizes operational excellence, documentation, and collaborative planning within the CRO and LAO LAW Platform Replacement Project. Toronto-based with a strong equity and inclusion focus.

Qualifications

• At least 5 years in business/operational analysis or related roles.
• Bachelor's degree or equivalent in business, public administration, or information management.
• Experience conducting operational reviews, workflow analysis, and process mapping.
• Proven ability to prepare reports, business cases, and briefing materials for management.
• Strong data analysis and performance measurement skills.
• Experience collaborating with diverse stakeholders.
• Excellent communication, facilitation, and project coordination skills.
• Advanced Excel and MS Office proficiency.

Responsibilities

• Analyze operational processes, service delivery models, and workflows; identify efficiency improvements.
• Conduct operational reviews to support objectives and strategic initiatives.
• Develop and maintain process documentation, procedures, and service standards.
• Gather and interpret quantitative/qualitative data to support decision-making.
• Create performance measures, dashboards, and briefing materials for management.
• Monitor performance indicators and identify risks, issues, and opportunities.
• Coordinate stakeholder consultations for service improvement initiatives.
• Research best practices and provide recommendations for planning and delivery.
• Identify opportunities to streamline processes and reduce duplication.
• Provide input to CRO and LAO LAW Platform Replacement Project through documentation and stakeholder engagement.
• Support risk identification, mitigation planning, and change management.
• Build effective relationships with internal/external stakeholders.
• Perform other duties as assigned.

Skills

Business analysis

Operational analysis

Service improvement

Stakeholder engagement

Reporting & briefing materials

Data analysis

Public sector knowledge

MS Office proficiency

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Legal Aid Ontario is seeking a Program Analyst to support the Clinic Resource Office with business analysis, service improvements, and performance reporting. The role involves working with diverse stakeholders to optimize processes and reporting for LAO-funded clinics and related organizations.

The position emphasizes operational excellence, documentation, and collaborative planning within the CRO and LAO LAW Platform Replacement Project. Toronto-based with a strong equity and inclusion focus.