JOB DESCRIPTION

Title: Advisor, Systems Operations

Employee Working Location: Partially Virtual / Hybrid (Canada)

Employment Status: Permanent Full-time

The Canadian Red Cross (Red Cross) – an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada’s Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

In this role, you will:

• Provide technical guidance and capacity-building support by advising personnel on response system standards, processes, and best practices.

• Contribute to the development of training, tools, and resources to ensure personnel have the knowledge and resources for successful service delivery.

• Deliver training, facilitate practice sessions, and provide real-time coaching for personnel on consistent use of response systems and processes.

• Participate in the planning, testing, and rollout of new system features and response processes.

• Monitor response system and process implementation by collecting and analyzing data, preparing reports on key performance indicators, and supporting evaluation efforts to identify areas for improvement and enhance service effectiveness.

• Contribute to strong internal coordination by maintaining positive relationships with internal teams, gather feedback, coordinate meetings, and support collaboration to enhance service reach and impact.

• Provide guidance to others in ensuring accurate data inputs and accessing required reporting and data points. Respond to user queries and issues in accessing and using data and escalate as needed.

• Manage sensitive information in accordance with confidentiality and privacy standards, ensuring that data is handled securely at all stages.

• Identify and address minor challenges, escalating risks when necessary, and ensure compliance with organizational policies and procedures.

• Facilitate cross-functional communication and collaboration by compiling and sharing relevant information, supporting coordination between teams, and ensuring timely updates to enhance efficiency.

• Contribute to process improvement and innovation by staying informed on industry trends and providing insights and recommendations to enhance program policies, processes, and service delivery.

• Contribute to emergency response efforts during response operations.

What we are looking for:

• Qualifications include a minimum of 3 years experience and a 1-2 year post-secondary certification/diploma, or less experience if combined with a 3-year college diploma or university degree.

• Proficiency in standard computer applications (Microsoft Office Suite) and database platforms. Intermediate Excel proficiency is an asset.

• Ability to thoroughly explore and analyze complex, interconnected problems, identify root causes, and develop innovative solutions using technical, functional, and organizational knowledge, while exercising independent judgment and escalating issues with potential risk or precedent-setting implications.

• Ability to interpret and deliver non-routine information, clarify client needs, offer solutions, and resolve escalations in new or sensitive situations, requiring diplomacy, empathy, and the application of communication skills to achieve client satisfaction.

• Experience working with diverse communities, including Indigenous, rural, and underserved populations.

• Experience in emergency response is a strong asset.

• Fluency in English is required; French is an asset.

Working Conditions

• No unusual physical effort required.

• Regular requirement for a moderate degree of concentration and attentiveness.

• Regular requirement for a moderate level of detail/precision.

• Will be working primarily in an office environment.

• Some domestic or international travel in generally safe environments.

• Occasional limited psychological/emotional stress from deadlines or clients.
• Extended work hours and work outside of regular business hours will be required during emergencies.
• As we work with and support people (managers, colleagues, beneficiaries/customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements