Manager Records Quality and Customer Experience

Job Responsibility:

Deadline to Apply: Monday, June 30, 2025

Employment Type: Permanent Full-Time

Association: Senior Officer Association (SOA)

Base Location: WRPS Headquarters, 200 Maple Grove Road, Cambridge

Shift: Day

Hours of Work: 08.00 AM - 04.00 PM

Number of Positions: 1

Reason for Vacancy: Backfill

2024 Salary Range: $127,913 - $150,486

• The Service recently undertook a review and revision of its job evaluation tool. The position of Total Compensation Analyst had been previously assigned a tentative salary grade G (SOA) on the previous salary grid, and accordingly will be subject to a final review under the revised job evaluation tool, which will result in the position being assigned a new grade on the revised salary grid

Long Description

Summary

Reporting to the Chief Information Officer, the manager is responsible for Records and Information Management Services consisting of data capture and maintenance, data archival, statistical reporting and access to records for the Waterloo Regional Police Service (WRPS). Responsible for the development and implementation of plans, policies, procedures and standards pertaining to records management and access to information within the WRPS. Responsible for resource, budget and operational planning; performance management; and the continuous operation of various information services provided to the public, the justice

system, and WRPS members, including those in senior leadership roles.

You Will:

• Be able to clearly articulate recommendations and concisely present data/information to Senior Leaders, external parties, and internal members.
• Be a creative and innovative thinker with a demonstrated record of success in planning and managing operational projects and programs from inception to completion, delivering on target and within budget.
• Be a strong self-starter with the ability to work without supervision.
• Have specific knowledge of federal and provincial legislation, including police service by-laws governing records retention requirements, and information technology, including manual and automated and systems.
• Have knowledge of WRPS policies and procedures, mission, vision and values, collective agreements, Municipal Freedom of Information and Protection of Privacy Act, Criminal Records Act, CPIC, ICON, PARIS, and relevant sections of the Criminal Code is required. Maintains knowledge of various federal and provincial statutes as they apply to police investigations. Ability to remain current on legislation, protocols and timelines relating to Freedom of Information.
• Have experience using Microsoft Office applications, such as Word, Excel, PowerPoint, Outlook is required. Previous experience working with project management software is an asset.
• Have a valid Class ‘G' Ontario Driver's License with no more than six (6) demerit points required to travel within the Region.
• Be able to meet police security clearance requirements and to maintain confidentiality.
• Be able to participate as an effective senior leader and to support and project values compatible with the organization.
• Have the ability to meet testing/presentation requirements for the position.
• Have an ability to read and comprehend reference manuals, technical manuals, updates, and bulletins, to keep abreast of and communicate to others current records systems concerns, processes and trends. Ability to research, prepare and write clear and concise statistical and narrative reports and documents and forms, including documentation to train staff. Ability to understand legal documents and IPC Orders to write representations on appeals using legal arguments and terminology to defend the police service's right to exempt sensitive information.
• Have the ability to verbally respond to inquiries. Composes correspondence for signature by the Chief of Police and/or designate.
• Have the ability to prepare work schedules and write performance appraisals. Ability to write and present training courses, information seminars, user and technical manuals, and system documentation. Experience in training users and staff.

You Have:

• Successful completion of a university degree in information management, public administration, business administration, Archival Studies and Records Administration, Information Science, or a related field. Attainment of a master's degree is preferred. An equivalent combination of professional and educational experience may be considered.
• Accreditation with the Institute of Certified Records Managers, or equivalent, is preferred.
• Five (5) years of related information and records management experience in progressively responsible senior roles.
• Three (3) years progressive experience managing people, complex operations, resources and budgets. Management experience in a unionized environment is preferred.
• Senior leadership skills are required to guide, coach and mentor operational and member performance and to facilitate member recruitment, selection and succession planning.
• Demonstrated experience with change management initiatives, using various methodologies, tools and frameworks to drive innovation and efficiencies and ensure ongoing resilience of the Unit team; in addition, strong influencing and negotiating skills are required.
• Advanced analytical and problem-solving skills are required with the ability to identify, analyze, plan and implement initiatives as well as prepare budgets, assess facility requirements, complete workload analysis and define business requirements for information systems.
• Proven organizational acuity, multi-tasking, time management, planning, and project management skills to organize resources and manage priorities in a fast-paced, constantly changing environment along with the ability to delegate to supervisors, colleagues and team members.
• Communication, customer service, emotional intelligence and political acuity are required to regularly navigate labour relations, manage relationships with justice partners, and facilitate meetings and presentations to senior leadership and the police services board, as required.
• Ability to collect, interpret, analyze and apply knowledge related to legislative and technological requirements; technologically competent and able to drive project initiatives focused on the implementation of new technologies or upgrades to new technologies in police administration.

You Are:

• Directly supervises, coaches and mentors Supervisor(s), Records and ATI, and collaboratively supervises staff consisting of: Records Check Specialist, Access to Information Analysts, UCR Coders, Data Quality Control Analysts, Court Disposition Specialists, Branch Trainers, and Records Management Specialists co-op students.
• Provides regular feedback to the Chief Information Officer regarding staff performance, workload demands / analysis and ongoing challenges/issues with service delivery.
• Ensures adequate staffing levels, completes performance evaluations, and addresses disciplinary issues in conjunction with Human Resources as needed.
• Ensures adequate staffing and resources to ensure continuity of operations, especially in mission-critical or public-facing units.
• Responsible for the accuracy and overall regulatory compliance of police records.
• Responsible for the accuracy of operating and capital budget estimates.

Why join WRPS?

• Tuition reimbursement program
• Defined benefit pension plan OMERS
• Comprehensive benefits coverage, including employer-paid Health/Dental and Life Insurance
• Dynamic, team-focused environment supporting the community
• Employee Assistance Program for fitness and wellness
• 2025 Southwestern Ontario's Top Employers
• 2025 Waterloo Area's Top Employers
• 2024 Salary Range: $127,913 - $150,486

• The Service recently undertook a review and revision of its job evaluation tool. The position of Manager Records, Quality and Customer Experience had been previously assigned a tentative salary grade G (SOA) on the previous salary grid, and accordingly will be subject to a final review under the revised job evaluation tool, which will result in the position being assigned a new grade on the revised salary grid

If you're interested in this position, please apply online by Monday, June 30, 2025 at 23.00 PM .

Please ensure you provide all supporting information from current and past employment (if applicable) to specify how you meet the requirements for this position in your online profile. You will be assessed based on the information provided in your application.

If you require accommodation in completing the application process or with any portion of the application process or interview, please email the WRPS at View email address on ca.edajobs.com .

Diversity through inclusion - we are an Equal Opportunity Employer.

We thank all applicants; however, only those selected to move forward will be contacted.