Karen Ricketts
Barrie,Ontario
Summary
Forward-focused management professional with 15+ years of experience in operations, organizational effectiveness, service delivery, and diversity,inclusion and employee engagement. Proven track record in leading teams, driving strategic initiatives and enhancing organizational and team performance.
Overview
11
11
years of professional experience
Work History
Manager, Engagement and Inclusion
Treasury Board Secretariat
11.2023 - Current
- Lead and manage a team of professionals to support and deliver the ministry’s engagement strategy objectives and the OPS People’s Plan
- Oversee and manage the development, implementation and evaluation of related learning strategies, design and delivery mechanisms, client-based service delivery models and agreements, and standards for curriculum content
- Manage ministry employee engagement, wellness and learning initiatives such as TBS Helps, CSD Connects, TBS EDLP, Recognition, Conversations@TBS, Diversity Career Champions Program and Charities
- Collaborate with key partners on a variety of ministry initiatives to drive an enhanced sense of belonging including design and lead staff focus groups
- Empower the team to not only develop targeted single topic offerings but also look broader at how to more effectively support the diverse needs of the ministry and divisions
Manager, Organizational Health and Effectiveness Unit and Learning and Development Unit
Ministry of Children, Community and Social Services
06.2021 - 11.2023
- Lead and manage a team of professionals to support the Ministry’s objectives in transformational change processes and organizational cultural effectiveness
- Develop, implement, and evaluate comprehensive ministry leadership learning strategies for emerging leaders and establish leaders
- Lead the development of learning programs to ensure that Ministry employees have access for career path development
- Ensure Ministry mandate and objectives are embedded in all ministry programs
- Oversees Ministry portfolios such as Mental Health, Employee Engagement, Leadership, Learning and development and Mentorship
- Oversee and manage the development, implementation and evaluation of related learning strategies, design and delivery mechanisms, client-based service delivery models and agreements, and standards for curriculum content
- Collaborate with key partners such as HRSBU on various ministry initiatives to drive enhanced cultural change
- Empowering my team to move away solely developing targeted events and activities that focus on a single topic area and looking broader at how we support the ministry and divisions
Manager
Ministry of Children, Community and Social Services
09.2019 - 06.2021
- Oversees and motivate a high-performing team of almost 70 to ensure the delivery of excellent client experiences
- Manages Workforce Manager (WFM) to forecast and plan effectively the day-to-day operations of the contact center
- Provides leadership and makes significant contributions to strategic business/work plan resulting in cost savings
- Successfully manages call center environment and contentious issues
- Created and implanted a Diversity and Inclusion Committee to drive cultural enhancement
- Manager Lead for design, transformation, and stabilization to new Service Delivery Model
Manager
Ministry of Community and Social Services
11.2015 - 09.2019
- Oversaw a unit of 23 call center staff to ensure the delivery of excellent client experiences while achieving service standards and performance targets
- Managed the development, implementation, and on-going learning strategy to equip team members with the requisite knowledge and skills to provide high quality client services
- Monitored, evaluated and ensured the timely, consistent and high-quality application of legislation, policies, procedures and processes
- Key player in identifying training needs and ensuring Learning and Development in house processes
Collections and Contact Center Manager
Ministry of Finance
09.2013 - 11.2015
- Oversaw and motivated a high-performing unit staff of 25 call center staff to ensure teamwork, high standards of quality and organizational performance to ensure a successful client service experience
- Managed the call center function by ensuring timely and consistent application of approved progressive collection procedures for all delinquent accounts
- Implemented attendance tracker to ensure staff adhered to OSS attendance policy reducing sick days by 10%
- Driving the success of the abandonment rate by recommending new strategic key objectives reducing the abandonment rate 4 %
- Key player in identifying training needs and ensuring Learning and Development in house processes were created and implemented
- Managed key stakeholder enquiries/complaints (phone, written, in person) by reviewing account histories, discussing the issue with the assigned collection officer and determining the appropriate course of action to respond/resolve the issue
Education
Honors B.A -
McMaster University
01.1991
Skills
- Judgement and Decision Making
- Resource Management
- Transformation Management
- Diversity, inclusion & Anti-Racism
- Complex Problem-Solving
Employee Network
- Shalom OPS
Timeline
Manager, Engagement and Inclusion
Treasury Board Secretariat
11.2023 - Current
Manager, Organizational Health and Effectiveness Unit and Learning and Development Unit
Ministry of Children, Community and Social Services
06.2021 - 11.2023
Manager
Ministry of Children, Community and Social Services
09.2019 - 06.2021
Manager
Ministry of Community and Social Services
11.2015 - 09.2019
Collections and Contact Center Manager
Ministry of Finance
09.2013 - 11.2015
Honors B.A -
McMaster University
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