Responsibilities:
• Program Awareness & Recruitment Support: Support implementation of outreach
and promotional activities led by the Regional Manager; guide staff responses to
inquiries from schools, community groups, employers, and prospective
apprentices ensuring consistent use of STO messaging and materials.
- Team Leadership & Staff Development: Schedule work, assign cases, and provide
coaching, performance feedback, and training on procedures, systems, customer
service, and exam administration; promote consistency and professionalism
across the team. The Supervisor will contribute to strong regional operations by
remaining adaptable and responsive to business continuity needs across TDA
locations. This role may occasionally require onsite support at other regional sites
to address emerging operational demands and ensure seamless team support
- Program Administration & Operational Oversight: Oversee day-to-day regional
workloads, for accuracy, and service timelines to meet STO and provincial
standards. They implement regional processing, exam delivery, and operational
priorities as established by the Regional Manager, ensuring consistent execution
of policies, procedures, and service standards.
- Issue Resolution & Process Improvement: Investigate and resolve day-to-day
service and stakeholder issues; identify trends, service bottlenecks, and risks;
recommend and pilot process enhancements in coordination with the Regional
Manager
- Apprentice & Employer Support Services: Supervise staff delivering direct support
on training agreements, exam process guidance (non-content), and certification
steps; identify recurring barriers and recommend solutions and referrals
- Exam Administration & Delivery: Coordinate regional apprenticeship examinations
including scheduling, candidate communication, accommodations logistics, room
bookings, invigilator assignments, and secure handling of materials; ensure
compliance with STO policies, regulatory requirements, and exam integrity
protocols; manage incident reporting and post-exam handling.
- Stakeholder Coordination & Service Support: Serve as a secondary point of
contact for employers, apprentices, and training providers; ensure staff provide
accurate guidance throughout the apprenticeship journey and escalate complex
matters to the Regional Manager as needed.
- Monitoring Metrics & Reporting: Collect and validate regional service data
including registrations, completions, exam attendance and outcomes, processing
times, and client feedback; prepare operational summaries for KPI reporting and
program evaluation.
- Operational Efficiency & Resource Coordination: Oversee use of registration
platforms, exam scheduling systems, case management and reporting tools;
