Frequently Asked Questions

OECM’s Customer Council Committee (CCC) serves as a direct conduit for customer engagement and influence at the Board level. 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” at the board level, we want to hear from you.

OECM is currently looking for two (2) executive-level advisory representatives of Ontario’s Broader Public Sector 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, together with the Chair of the CCC 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
• Recommending the candidate for Board approval

The Chair of the Board, in consultation with the OECM Executive and the representatives for the specific community, determine the process for filling vacancies.

The Committee reports directly to OECM’s Board of Directors, through the Chair of the Committee who is appointed by the Board.

As a Board 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 either the terms outlined in the CCC Terms of Reference.

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

Meetings

• The Committee meets at least four times each year and may choose to hold additional meetings as necessary to carry out its responsibilities
• Up to five Board Committee Members may meet with the OECM Executive more frequently in order to manage the Committee agendas, receive reports and determine the priorities to present to the Board of Directors
• Quorum will be determined by a simple majority of committee members which must include:
  • 4 out of 5 Board members plus
  • 3 of 4 customer groups 
• Decisions will be made via a simple majority of attendees.

Customer council representatives are eligible for reimbursement of a per-diem and out-of-pocket expenses including travel and accommodation, as per the Director Remuneration Policy.

OECM is currently looking for one (1) executive-level advisory representative from the College Sector to join our Customer Council Committee.

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 at the Board level.  

The goal of the Council is to provide a conduit for integrated Service Governance at the Board level, 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 Customer Council Committee consists of up to 21 members:

• Up to five (5) Board Directors who are appointed as per OECM’s Board Nomination process as articulated under OECM By-Law #1.
• Up to sixteen (16) senior leaders from OECM’s four 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 four (4) from the Municipal or Broader Public Sector/Not for Profit Sectors

Terms

As a Board Appointed Committee Member:

• Board Members are appointed as per OECM’s Board Nomination process as articulated under OECM By-Law #1.
• 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
• The Chair, in consultation with the OECM Executive and the representatives for the specific community, will determine the process for filling vacancies.

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 Board of Directors through the Chair of the Committee. 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.