Position Description & Qualifications

Position Description & Qualifications

As the Senior Employment Services Manager you will manage the full cycle of the Serco portfolio for the assigned Catchment Area: supporting, developing and challenging service delivery partners to meet and exceed performance targets and maintain contract compliance in the pursuit of Customer Service Standards and Key Performance Indicators. You will build strong, collaborative working relationships with service delivery partners; advise and guide; build realistic pipeline reporting; challenge and address under-performance and non-compliance. You will regularly review the supply chain to ensure it is fit for purpose and has the capacity to meet performance targets. You will work with External Stakeholders, providing performance updates at review meetings and partnership meetings.

As the world experiences significant workforce shortages in all sectors which are further exasperated by the ongoing pandemic, now more than ever employment service play a vital part in rebuilding the economy. As a key member of Serco's Employment Services team, you will build key relationships that will support community job seekers and businesses and help to build a healthy economy from a community lens.

As the Senior Employment Services Manager, you will provide leadership to a multi-disciplinary team to deliver quality employment services to Ontarians within the Kitchener area.

In this role, you will:

• Build and maintain key relationships with community groups and businesses that will ensure success of employment services.
• Establish meaningful relationships that will result in improved employment results for specialized populations and disadvantaged or marginalized groups: Indigenous, Black and Racialized, People with Disabilities, Newcomers to Canada, Francophone, LGBTQ2S.
• Oversee overall service delivery and performance of the Service Providers (SP's).
• Conduct weekly performance review meetings, and support the Employment Services Director in contract reviews, with SP's.
• Support SP's in identifying opportunities to improve contract performance and, working with Serco's.
• Quality Manager and Partnership Manager to support SP's in appropriate strategies and establishing goals to address under-performance; develop and monitor performance improvement plans.
• Identify and report on risks and issues as appropriate, and lead on resolution of operational, contractual and performance issues as they arise with SP's.
• Encourage SP partners to commit to a practice of continuous improvement and the sharing of best practice among the Serco ES network. Co-ordinate quarterly partnership meetings with supply chain partners to update on performance and share best practices.
• Build an understanding of SP's current and future needs and priorities regarding the ES contract, and use such understanding to inform and influence the development of an effective network of partners to deliver employment services.
• Build effective and productive relationships with partners based on three key factors for success: mutual trust and understanding, open-ness and excellent communications, and a joint approach to managing delivery.
• Act as a point of escalation within Serco's complaints handling protocols, listening to participants' complaints and identifying and facilitating solutions with supply chain partners, or further escalating unresolved issues.
• Establish a collaborative working environment among all stakeholders to facilitate partnership working and high level of motivation, innovation and communication.
• Undertake such additional duties as may be reasonably required, commensurate with the level of responsibility within the area.
• This role has reporting responsibilities and therefore support to ensure success of the direct reports.

To be successful in this role, you will have:

• Effective communication skills and ability to work cross functionally within the organization.
• Bilingual (French and English) is considered an asset.
• Solid technical, business and project management knowledge.
• Excellent collaborative leadership and organizational skills.
• Stellar internal and external relationship building skills.
• Strong degree of integrity and judgment.
• Able to effectively delegate authority as required.
• Willing to take ownership for the outcomes of projects within scope of responsibility.
• Strong planning, coordination, execution and analytical skills.

Qualifications:

• Detailed understanding of Ontario employment services programs and the employability sector. Experience in other jurisdictions may be considered.
• Demonstrable understanding of the education and skills training sectors, their market opportunities and key organizations.
• Experience operating in a multi-stakeholder environment.
• Politically incisive in communicating effectively with customers, sector stakeholders, partners and external bodies as relevant.
• 5+ years of experience in a senior position with Bachelor Degree in Management or a related field.
• Excellent people leadership skills.
• Must be skilled in communicating, cross cultural management, organizational culture development and motivating staff.
• Thorough understanding of all aspects of operational safety, environmental and security/confidentiality issues.
• Must be able to Pass Criminal Record Check (CPIC).