Appendix C1 - Benchmark Index by Function - Program/Service Delivery to Canadians

Executive Group Benchmark - Number: 10-A-1

POSITION TITLE: Vice-President, Operations

GENERAL ACCOUNTABILITY

Is accountable for providing corporate leadership for the development and implementation of strategies, approaches and programs to ensure that the Agency has the capacity to deliver a suite of services across the country consistently and effectively so as to facilitate the orderly movement of people and goods across international borders.

ORGANIZATION STRUCTURE

This is one of seven positions at the first managerial level reporting to the President. The others are Vice-Presidents of Admissibility and Recourse; Intelligence and Enforcement; Business Solutions and Information Technology; Strategic Direction Planning and Public Affairs; Human Resources; and Finance and Administration.

Specific functions of the positions reporting to the Vice-President, Operations, are:

Eight Regional Directors General, (Atlantic, Quebec, Northern Ontario, Fort Erie/Niagara, Windsor/St. Clair, Toronto, Prairie and Pacific) (total staff of 8,700) each of whom is responsible for developing and implementing approaches and processes to manage the integrated delivery of the Agency's suite of programs and services at all border crossing points in the assigned geographical area.

Director General, Programs and Operational Services, (staff of 50) is responsible for providing linkages between headquarters and the regions in identifying, defining and implementing key operational requirements and files; overseeing regional financial planning, analysis, support, and service delivery activities.

NATURE AND SCOPE

The Agency is responsible for managing the nation's borders by administering and enforcing domestic laws that govern trade and travel, and international agreements and conventions. The Agency brings together all the major players involved in facilitating legitimate cross-border traffic and supporting economic development while stopping people and goods that pose a potential risk to Canada.

It is within this context that the Vice-President, Operations, provides corporate leadership for ensuring that the Agency develops and implements national operational policies, approaches and programs that foster and promote consistency in the delivery of border services. The incumbent provides the operational focal point for the integrated delivery of all Agency programs and services. This responsibility requires the incumbent to provide an operational lens to corporate headquarters branches in the development of policy innovations and national protocols for program transfer, and strong functional direction to regional operations. In meeting the Agency's strategic objectives and operational goals, the incumbent is called upon to lead the development, implementation and monitoring of operational priorities and plans, service levels and cost-recovery practices required to ensure cost-effective delivery of border services. The incumbent plays a leadership role in establishing a risk assessment and risk management framework for the Agency and plays a key role in managing the Agency's response to national crisis situations in the context of its broader public safety and emergency preparedness (PSEP) portfolio obligations and responsibilities.

A significant challenge facing the Vice-President is to integrate a wide range of operational responsibilities delivered at over 1,300 service points across Canada and abroad. The incumbent is called upon to identify and address operational requirements and expectations from a broad range of communities of interest that include national organizations and associations, commercial importers and exporters, immigrants and visitors. The incumbent is called upon to address the issues raised by these communities of interest, in compliance with Canadian law and international agreements and conventions and respecting the often pressing time constraints raised by commercial and personal interests, while maintaining consistency and fairness in the delivery of Agency programs.

The Vice-President provides a corporate focal point for integrating operational requirements to meet the Agency's responsibilities with respect to the delivery of programs and services for partners within the PSEP portfolio, the entry of immigrants, and the development of strategies and approaches to deal with chemical, biological, radioactive and nuclear emergencies and crises at border points. The incumbent provides national leadership in developing effective liaison between corporate headquarters branches responsible for program and policy development and geographically dispersed regional operations responsible for delivering, monitoring and reporting on integrated Agency programs. The incumbent is also responsible for negotiating and implementing agreements with other federal departments and agencies, and with other levels of government within Canada and the United States with respect to these matters.

As an agent of change, the Vice-President is responsible for the development and implementation of management principles and practices that provide for clear accountabilities and interdependencies between headquarters and regional authorities. The incumbent is responsible for integrating the regional perspective into the Agency's strategic directions, policies and major projects, including identifying and meeting portfolio and Agency operational requirements for priority items such as the Smart Border Initiative.

The Vice-President's representational responsibilities involve developing relationships with multiple stakeholders to discuss and resolve concerns and issues that cross several program areas or deal with national or inter-regional concerns. The incumbent represents the Agency and the federal position, policies and interests in areas of real or potential conflict with senior public and private sector representatives.

The Vice-President provides the President, senior officials and the Minister with authoritative, informed advice on national delivery of the Agency's programs and serves as the key advisor to the Executive Committee on all regional operational issues. The incumbent establishes and manages the national operational monitoring, measurement and reporting regime to address the Agency's responsibilities, ensuring the establishment of an evaluative capacity to report on the progress of programs and to make immediate adjustments to program delivery, as required, while ensuring prudence and probity in the management of public resources.

The Vice-President plays a key role in melding diverse organizational cultures into one service delivery Agency, and plays a leadership role in resolving contentious labour and other human resource management issues.

DIMENSIONS (Constant Dollars)

FTEs:	8,760
Operating budget:	$77.9 million

Staff operate approximately 1,370 service points across Canada and in nearly 40 locations abroad, serving some 170,000 commercial importers and more than 98 million travellers each year.

SPECIFIC ACCOUNTABILITIES

1. Provides corporate leadership for developing and implementing strategies, approaches and initiatives to ensure the integrity of the Agency's service delivery function at all border crossing service points across the country.
2. Provides the President, senior officials and the Minister with authoritative, informed advice on regional delivery of the Agency's programs and services with respect to the Agency's operational capacity for meeting portfolio responsibilities and obligations.
3. As an agent of change, ensures the implementation of priorities and plans, as well as the allocation and expenditure of resources and the establishment of service levels and cost-recovery goals to enhance the Agency's capacity to meet its strategic directions and operational goals.
4. Provides leadership and coordination for the delivery of regional programs and services to ensure consistency and effectiveness across all service delivery points; ensures that the regional perspective is considered in the development of corporate and program policies and procedures.
5. Establishes protocols with other corporate responsibility areas to ensure effective transfer of program and policy innovations to regional operations; negotiates and manages agreements with other federal departments and agencies and with other levels of government and the United States to deal with chemical, biological, radioactive and nuclear emergencies and crises at all border crossing points.
6. Acts as a conduit for regional issues and interests and ensures that these are considered to be an integral component to the development of all Agency policy frameworks and individual policies.
7. Provides Agency leadership in establishing an evaluative capacity to report on the progress of programs and make immediate adjustments to program delivery, as required, and in building a risk assessment and risk management capacity within the Agency.

EVALUATION RATIONALE

Vice-President, Operations

KNOW-HOW

G	Mastery of legislation, policy and programs affecting border service operations; in-depth knowledge of the interrelationships between the Agency and the PSEP portfolio, other federal, provincial and international stakeholders' and partners' policies and programs to address inter-jurisdictional concerns and issues and contribute to consistent and effective management of the nation's borders.
IV	Coordinates the integration of a wide range of program delivery functions; sets operational priorities and develops plans to ensure national consistency at Canadian and international service points.
3	Successful achievement of objectives requires the incumbent to integrate diverse organizational cultures into a cohesive service delivery organization; build relationships across the Agency and the portfolio to ensure that regional issues are represented; and build relationships with multiple commercial and governmental stakeholders.
1056	The high number reflects the expertise required to manage a large decentralized operational organization delivering multiple programs and the leadership skill required to resolve contentious issues involving multiple organizations across the Agency and the portfolio with conflicting priorities and perspectives.

PROBLEM SOLVING / THINKING

G	Thinking within generally defined Agency program policies and objectives to develop national consistency in the operational delivery of a wide range of programs and services.
4	Significant analytical, interpretative, evaluative and constructive thinking is required to respond to conflicting operational requirements, develop national operational priorities and establish accountability frameworks.
(66) 700	The high percentage reflects the challenges associated with integrating a wide range of programs and services into a cohesive national operational delivery approach that meets Agency needs in a consistent and effective manner.

ACCOUNTABILITY / DECISION MAKING

G	Reporting to the President, the incumbent is subject to general guidance and direction and develops national delivery strategies and priorities. Headquarters corporate branches develop programs for regional implementation. The incumbent participates as a member of the Executive Management Committee and contributes to the formulation of departmental objectives, policies and plans.
4P	Primary impact on the national delivery of Agency programs and services. The proxy selected to represent these activities is the Branch budget of $77.9 million (constant).
800	Reflects the position's decision-making authority for planning and managing national delivery activities, and the overall contribution to the achievement of Agency objectives.

SUMMARY

GIV3

1056

G4(66)

700

G4P

800

=

2556

A1

VICE-PRESIDENT OPERATIONS NUMBER: 10 - A - 1