Job Summary / Purpose:

The Program Analyst Team Lead is
responsible for
overseeing the day-to-day operations within the programs department and providing supervisory direction and support
to Programs Analysts, ensuring the effective, efficient and accurate delivery of cost-share funding programs delivered by OSCIA. In addition to carrying out the responsibilities of a Program Analyst, this role provides leadership and guidance to the team, facilitates workflow coordination and analysis, and serves as a key resource for complex application and claim reviews. The Team Lead works closely with the Director of Programs and Program Coordinators training, motivating, and mentoring Analysts, streamlining processes, and ensuring program activities are aligned with internal procedures and organizational objectives.

Key Responsibilities & Duties:

Team Leadership and Analyst Support

• Provide day-to-day oversight, supervision, mentorship, and coaching to Program Analysts to ensure consistency, accuracy, and adherence to program guidelines.

• Maintain and develop Standard Operating Procedures related to cost-share processing.

• Lead the onboarding and training of new Program Analysts, including development of onboarding resources and facilitating knowledge transfer. Foster and inclusive team environment, promoting open communication and a high standard of service delivery.

• Actively participate and contribute content to weekly department meetings.

• Conduct performance monitoring, feedback and annual performance reviews for Analysts. Encourage professional development through goal setting, knowledge sharing, mentoring and identifying learning opportunities.

Workflow Management and Analysis

• Oversee and coordinate
  Analyst workloads to ensure accurate, consistent and timely processing of cost-share applications and claims.

• Assess work volumes and trends and work with the Director of Programs to reallocate assignments to optimize efficiencies in high volume times.

• Collaborate with internal stakeholders to streamline workflows and optimize administrative support for claim processing efficiencies.

• Assist in developing internal procedures, quality assurance tools, and documentation to support consistent program delivery.

Program Delivery and Client Support

• Accurately interpret program guidelines and standard operating procedures to provide expertise
  and coaching to Program Analysts.

• Review and process high- complexity or escalated applications and claims, ensuring alignment with program guidelines.

• Support the Field Representatives by providing guidance and/or responding to challenging client inquiries and helping to resolve escalated issues.

• Communicate with program participants to provide accurate information aligned with operational guidelines and ensure strong customer service.

• Draft clear and concise correspondence to request missing or incomplete information from clients.

• Track feedback received from external clients to make recommendations for change and continuous improvement.

Strategic and Administrative Support

• Participate in internal meetings, planning sessions and reporting to align team activities with organizational priorities.

• Perform other duties as assigned by the Director of Programs.

Performance Metrics:

• Team Performance: Quality, accuracy, and timeliness of the work completed by Program Analysts under your leadership.

• Workflow Efficiency: Effective management of workloads, resolution of bottlenecks, and improvements to processing times.

• Leadership Effectiveness: Quality of training and mentorship, team engagement, and feedback from team members and stakeholders.

• Client Service Standards: Resolution rate of escalated issues, professionalism in communications, and adherence to agreements.

• Process Improvement Contributions: Development and implementation of tools, procedures, or strategies that enhance operational efficiency.

• Compliance & Quality Assurance: Adherence to program guidelines, documentation standards, and accuracy in handling high-risk applications.

Qualifications & Experience:

Education: Post-secondary education in an agricultural or environmental-related field
with foundational knowledge in general financial principles.

Years of Experience:
Minimum of 35 years of relevant industry experience, including experience in program analysis, coordination, or team leadership.

Specific Experience:

• Demonstrated understanding of Ontario agriculture and related topics such as environmental and economic farm sustainability, biosecurity, soil health, water quality, and best management practices is considered an asset.

• Proven experience leading or mentoring team members in a collaborative, goal-oriented environment.

• Practical farm experience considered a strong asset.

• Skilled in preparing clear, concise reports and documenting processes

• Strong background in customer service and communication skills, including experience dealing directly with farmers.
• Experience in coordinating workflows and analyzing team performance metrics.
• French language skills considered an asset.