Regulatory Analyst

Job Type: Permanent, full-time, with benefits

Salary: $60,000 - $70,000 per year

The Commission for Complaints for Telecom-television Services (CCTS) is the Canadian communications industry ombudsman, located in downtown Ottawa. The CCTS provides a free and impartial service to customers of approximately 253 Participating Service Providers (“PSPs”), represented by 371 customer-facing brands. We have a need for a Regulatory Analyst.

The CCTS’ mandate is to review and resolve consumer and small business telecommunications and television complaints after interaction between the customer and their service provider has failed to produce a satisfactory outcome.

The Regulatory Analyst provides advice and support to staff and senior management in connection with regulatory work, interpreting and administering CRTC developed codes of conduct and the CCTS Procedural Code.

Roles and Responsibilities

  • Manage the day-to-day requirements related to CRTC code of conduct administration, including assisting CROs with complaint-specific analysis and responding to objections to confirmed breaches, consulting with the Director and Regulatory Counsel and Legal Counsel as necessary regarding novel Code applications or interpretations
  • Assist with and monitoring regulatory proceedings, including drafting materials, reviewing parties’ materials, and participating in oral hearings
  • Assist CCTS complaint-handling staff with interpretation and application of Procedural Code as required
  • Support Legal Counsel in drafting Procedural Code annotations and interpretations
  • Create and maintain guidelines for CCTS staff use in relation to the CRTC codes of conduct and the CCTS Procedural Code
  • Support the updating of existing annotated guides and case studies and develop new ones as required
  • Support liaisons with CRTC Advise on disposition of service provider objections to CCTS accepting complaints that present challenging or novel issues that cannot be addressed by the Contact Centre
  • Provide guidance to the PSP sign-up function in relation to regulatory requirement to join CCTS as may be required from time to time
  • Assist with other duties that may be assigned from time to time

Qualifications and Education Requirements

  • Post-secondary education in regulatory, public policy, or legal studies, LL. B or JD and Call to the Bar in a Canadian jurisdiction preferred
  • Minimum 2 years’ experience with law and regulatory policy
  • Previous experience working in telecommunications or broadcast industry, in consumer and social policy and/or codes of conduct
  • Experience drafting regulatory submissions an asset
  • Bilingual (French/English) required, very strong ability to communicate clearly, both orally and in writing
  • Understanding of complaint investigation techniques and alternate dispute resolution an asset

Competencies, Skills and Attributes

Results Focus (Service Delivery)

  • Very strong ability to conduct research and manage projects from inception
  • Very strong ability to manage multiple priorities within deadlines without sacrificing quality of work
  • Excellent ability to organize and plan own work
  • Very strong ability to communicate effectively and foster relationships with other employees
  • Strong ability to focus on strategic planning / needs
  • Very strong ability to work independently and take initiative to involve others when appropriate

Quality and Risk Orientation

  • Very strong ability to work to a high degree of accuracy
  • Very strong ability to work with highest degree of ethics and integrity
  • Very strong ability to listen effectively and act in an unbiased, diplomatic and professional manner
  • Very strong ability to see the big picture while maintaining attention to the details

Problem Solving and Process Improvement

  • Very strong ability to analyze information and draw relevant conclusions
  • Strong ability to identify process gaps and recommend action
  • Very strong ability to clearly explain complex topics and processes
  • Very strong ability to troubleshoot a variety of technical issues
  • Very strong ability to use good judgement in decision making
  • Very strong ability to handle confidential information in a tactful and discreet manner
  • Very strong ability to influence and persuade others and effect change
  • Strong ability to solve complex problems independently
  • Good ability to identify issues and concerns that impact the team’s effectiveness and take action

Stakeholder Relations and Customer Service Focus

  • Good customer-service orientation
  • Very strong ability to respond to internal and external customers promptly and without ambiguity
  • Strong ability to effectively communicate and foster relationships with the public and external stakeholders
  • Strong ability to present / public speaking skills

Additional notes

Work conditions: CCTS’ hours of operation are Monday to Friday, 9am to 8pm and subject to change. Some shift work within regular hours of operation may be required. Some additional work may be required outside of normal operating hours.

Reasonable Accommodation

The CCTS will make every reasonable effort to accommodate prospective candidates under any of the protected grounds of discrimination. Should you need an accommodation in relation to a job opportunity or testing, please make the request as soon as possible. All requests for accommodation will be considered in a fair and objective manner that will ensure applicants are treated with respect and dignity. Information received in relation to accommodation measures will be addressed confidentially.

Interested candidates should send a resume and cover letter by email to: working@ccts-cprst.ca. Only candidates who will be selected for testing and an interview will be contacted.

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