Executive Director

Organization: Institute for Citizen-Centred Service. Remote work arrangement

Closing Date 06-16-2023 Location Remote Work Type
Salary Range $125,000 - $155,000 Per Year
Experience Level  - Job ID  
Job Description

Type of Position: Full-Time

Education Requirement: University degree in business, administration or a related field           

Experience Requirement: 10 years

Description & Details

The ICCS is a not-for-profit organization dedicated to improving the service delivery experience for citizens when interacting with all levels of government. It strives to be the leading centre of expertise to advance citizen-centred service delivery in the public sector by championing public sector service excellence to promote and facilitate interjurisdictional collaboration.

A main function of the ICCS is to provide public sector organizations with the tools to provide an excellent service delivery experience to citizens. Working collaboratively with governments across Canada and around the world to improve the service delivery experience. Also helping public sector organizations in providing excellent service delivery experience citizens by; 1) recognizing and celebrating excellence in citizen-centred service, 2) serving as a resource centre for best practices, publications, and tools that promote cost-effective public sector service delivery, and 3) being a centre of expertise and a champion for citizen-centred service throughout the public sector.

What the role entails

Working under the guidance and direction of the Board of Directors, the Executive Director (ED) leads the Institute for Citizen-Centred Service (ICCS) in achieving its mission, mandate, and objectives. The Executive Director is responsible for all strategic planning and program delivery including day to day operations.

The responsibilities of the Executive Director are to ensure the effective and efficient management, direction and operations of the Institute which includes program, financial and human resources; it also includes strategic leadership for the following lines of business: Citizen satisfaction research, the Common Measurements Tool/Citizen First Analytics and performance benchmarking, learning and certification/knowledge management, and secretariat support services to the Joint Councils, which comprise the memberships of the Public Sector Service Delivery Council (PSSDC) and the Public Sector Chief Information Officer Council (PSCIOC); and, the Digital Trust and Credentials Program Office. 

As well, the Executive Director ensures that the ICCS, as a federally incorporated non-profit organization, meets all its legal requirements.


The following responsibilities and duties of this position includes but is not limited to:

Leadership and Governance

  • Lead, manage and coordinate the activities and operations of the Institute
  • Responsible for the management, establishment of business plans, budgets, and expenditures of the Institute
  • Responsible for ensuring the operating plan, staff complement, and expenditures reflect the priorities established by the Board
  • Recruit and provide direction and support for to ensure high performing competent employees
  • To support and maintain the positive work climate for employees and support their engagement, development, and achievement of results
  • Lead administration of Board of Directors meetings and communications
  • Lead administration and organization of the PSSDS/PSCIOC and Council Committees
  • Establish and maintain positive working relationships with the Board of Directors, clients, and staff
  • Design and implement business strategies, plans and procedures
  • Set comprehensive goals for performance and growth
  • Establish policies and procedures that promote company culture and vision

Chief Financial and Operating Officer functions; Administrative Oversight and Risk Management

  • Secure funding to support the ICCS business plans
  • Participate in developing new business, identify new funding opportunities, draft program budgets, and determine cost effectiveness of prospective service delivery
  • Develop and manage the ICCS budgets prudently
  • Provide accurate financial reports to the Board of Director and auditors
  • Oversee the management and coordination of all fiscal reporting activities for the organization including organizational revenue/expense and balance sheet reports, reports to funding agencies, development and monitoring of organizational and contract/grant budgets.
  • Oversee all purchasing and payroll activity for staff and participants
  • Develop and maintain systems of internal controls to safeguard financial assets of the organization and oversee federal awards and programs.
  • Monitor banking activities of the organization
  • Ensure adequate cash flow to meet the organization's needs
  • Investigate cost-effective benefit plans and other fringe benefits which the organization may offer employees and potential employees with the goal of attracting and retaining qualified individuals.
  • Oversee the production of monthly reports including reconciliations, as well as financial statements and cash flow projections
  • Assist in the design, implementation, and timely calculations of wage incentives, commissions, and salaries for staff
  • Oversee Accounts Payable and Accounts Receivable and ensure a disaster recovery plan is in place
  • Oversee business insurance plans and health care coverage analysis.
  • Oversee the maintenance of the inventory of all fixed assets
  • Ensure efficient management of financial resources and processes
  • Ensure fiscal accountability, tracking and reporting
  • Ensure adherence to all financial, legal, and human resource obligations

Organizational Visibility and Effectiveness

  • Maintain awareness of both the external and internal competitive landscape, opportunities for innovation and growth, clients, markets, new industry developments and standards, etc.
  • Ensures focus on client service and relationships with internal and external clients
  • Markets and communicates the vision, mandate, and products of the Institute internally and externally
  • Oversees all communication and marketing channels and messaging
  • Represents the Institute externally
  • Evaluates the success of products, programs and initiatives and strives for continuous improvement

    Additional duties and responsibilities in line with the organization’s strategic and operating plans and per Board of Directors direction.


    The successful candidate will possess:

    A university degree in business, administration, or a related field and ten (10) years of leadership experience in the public or not-for-profit sector OR an equivalent combination of education and experience.

  • Experience working for, or with a Board of Directors or similar governing body
  • Experience managing people, projects, finance and accounting, and budgets
  • Experience in research design and analysis
  • Experience in marketing and product development

    We offer the following for this position:

    • Salary: $125,000 to $155,000 – (depending on experience and qualifications)
    • A comprehensive benefits program to ensure that your total compensation package addresses both your work and life needs.

How to Apply

To view this position, please visit citizenfirst.ca.  To submit your application for this position, please send your application to [email protected]. Applications will be accepted until Wednesday, June 16, 2023, at 4:00 p.m.

We thank all applicants for their interest. However, only those under consideration will be contacted.