Frequently Asked Questions

OECM’s Customer Council Committee (CCC) serves as a direct conduit for customer engagement and influence. CCC members provide strategic input to OECM regarding our customer-centric strategy, products and services, customer and supplier relationship management, service delivery approach, and more.

If you’re interested in offering your senior-level expertise to assist in OECM’s strategic priority of “Customer-Centric Services”, we want to hear from you.

OECM is currently looking for two (2) executive-level advisory representative from the College Sector and University Sectors to join our Customer Council Committee.

To apply, please complete the Expression of Interest application. We thank all applicants for their interest; however, only those selected for screening and interviews will be contacted. Accommodation is available under the Ontario Human Rights Code.

OECM’s Executive Team oversee the selection of Customer Council Committee members. This involves:

• Reviewing applications and resumes
• Identifying a shortlist of qualified candidates to meet with for interviews
• Interviewing shortlisted candidates

The Co-chairs determine the process for filling vacancies.

The Committee reports directly to OECM’s President and CEO and Senior Vice-President of Strategy and Business Transformation.

As an Appointed Committee Member, you must be prepared to:

• Attend a minimum of four (4) meetings a year, each with a duration ranging from two (2) hours to four (4) hours;
• Represent your specific customer community by committing to the terms outlined in the CCC Terms of Reference.

Terms

• 50% of members will be appointed for a maximum 3-year term with the possibility of one 2-year extension
• 50% of members will be appointed for a maximum 4-year term with the possibility of one 2-year extension

Meetings

• The Committee meets at least four times each year and may choose to hold additional meetings as necessary to carry out its responsibilities
• The duration of meetings ranges between two (2) hours to (4) hours
  • Customer council representatives are eligible for reimbursement of per-diem and out- of-pocket expenses, including travel and accommodation, as per the Director Remuneration Policy
  • Quorum will be determined by a simple majority of committee members
  • Decisions will be made via a simple majority of attendees.

OECM is currently looking for two (2) executive-level advisory representative from the College Sector and University Sectors to join our Customer Council Committee.  To apply, please complete the Expression of Interest application.

Background

In 2017, OECM established the first Customer Council Committee (CCC) as a critical step in our business transformation journey and to support a renewed focus on the customer experience. The Customer Council Committee works to embed OECM’s strategic priority of “Customer-Centric Services” by acting as a “pipeline” for customer engagement and influence.  

The goal of the Council is to provide a conduit for integrated Service Governance by creating a forum for executive-level leaders from OECM’s customer communities to provide their strategic input and recommendations regarding:

• OECM’s business priorities and plans and product and services directions, ensuring alignment with customers’ business priorities and plans.
• OECM’s Customer Engagement Strategy:
  • OECM’s customer relationship and service delivery plans 
  • The relevance and effectiveness of OECM’s products and services, as well as advice on collaborative sourcing projects deemed as priority within their sectors
  • New lines of business or services
  • OECM’s business performance, including customer satisfaction and retention strategies and assessment
  • Strategic counsel and endorsement of OECM events which promote collaboration amongst and between sectors

The CCC consists of:

• Up to eighteen (18) senior leaders from OECM’s customer communities and/or executive-level organizations within their community*:
  • Up to four (4) from the University Sector
  • Up to four (4) from College Sector
  • Up to four (4) from the School Board Sector
  • Up to six (6) from the Municipal or Broader Public Sector/Not for Profit Sectors

*subject to business needs, OECM reserves the right to align CCC membership to meet its business objectives.

Committee Leadership
The committee will be co-chaired by OECM’s President and CEO and Senior Vice-President of Strategy and Business Transformation.

The OECM Co-Chairs will determine the process for filling vacancies.

Terms

• For each customer community:
  • 50% of members will be appointed for a maximum 3-year term with the possibility of one 2-year extension
  • 50% of members will be appointed for a maximum 4-year term with the possibility of one 2-year extension

Review the Customer Council Committee’s Terms of Reference for more details.

Please complete the Expression of Interest application to be considered for membership on OECM’s Customer Council Committee.

Expression of Interest

The Customer Council Committee reports directly to OECM’s President and CEO and Senior Vice-President of Strategy and Business Transformation. The Committee provides a forum for senior leaders from OECM’s customer communities to provide strategic input, and make recommendations to OECM regarding:

a) Committee Terms of Reference

b) OECM’s business priorities and plans and product and services directions, ensuring alignment with customers’ business priorities and plans.

c) OECM’s Customer Engagement strategy:

• OECM’s customer relationship and service delivery plans
• The relevance and effectiveness of OECM’s products and services, as well as advice on collaborative sourcing projects deemed as priority within their sectors
• New lines of business or services
• OECM’s business performance, including customer satisfaction and retention strategies and assessment
• Strategic counsel and endorsement of OECM events which promote collaboration amongst and between sectors

If you are interested in joining other senior leaders from OECM’s customer communities and being a part of OECM’s Customer Council Committee, please send your expression of interest via email to Sonia Gallo, Senior Vice President, Strategy and Business Transformation at sonia.gallo@oecm.ca. Your email must include your resume and bio.

Upon sharing this information via email, a meeting will be arranged for you with OECM’s Senior Vice President, Strategy and Business Transformation, as well as the Chair of the Customer Council Committee. This meeting will provide an opportunity for you to share details regarding your experience and qualifications, what interests you about the Customer Council Committee, and the contributions that you can provide on behalf of your sector.

If you require additional information regarding OECM’s Customer Council Committee, please contact Sonia Gallo, Senior Vice President, Strategy and Business Transformation, at sonia.gallo@oecm.ca.

We thank all applicants for their interest; however, only those selected for screening and interviews will be contacted. OECM is an inclusive employer. Accommodation is available under the Ontario Human Rights Code.