Service Delivery Manager

The Service Delivery Manager spends their days working intensively with our frontline delivery teams on all aspects related to client facing services and supports. You will work onsite at our local WorkBCCentre, to support our teams in delivering high quality and impactful employment services for jobseekers and employers. This includes:

Employment services expertise: our teams are tasked with delivering innovative, high-quality, and program compliant service offerings and supports for those we serve. In your role, you will apply your experience and knowledge as a seasoned employment services professional to ensuring all delivery team members have the tools and resources they need to succeed. You will leverage your previous experience, and ongoing commitment as a continuous learner, to ensure we are applying best practices in the career development space and meeting current day standards and guidelines in all aspects service delivery. Working with colleagues from across our BC, Canadian and global portfolios, you will identify and implement new ideas and creative approaches to our delivery practices.

People & culture management: the work we do is rewarding but challenging. We assist the full spectrum of individuals seeking employment from recent graduates to vulnerable populations across our communities providing them with customized solutions to to improve their lives. Your role is to support our case managers, front office teams, on-site sub-contractors, and job developers – helping them develop into highly skilled career development professionals. You will be their day to day go-to resource providing supports such as training, mentoring, coaching, daily case conferencing, shadowing, and performance management. As a people manager, you will work with your fellow leadership team to create positive, empowering workplaces through a lead by example style, and by hiring and developing team members committed to improving the lives of the marginalized within the community by demonstrating/modeling compassion, respect and inclusiveness for colleagues and clients.

Policy, program, and process management:much like other employment services programs, the WorkBC program relies on robust policies, guidelines, and contractual structures to ensure equitable and accessible programming for all citizens of BC. You will work with the Senior Management Team and local leadership team to ensure you are well versed in, and able to communicate and ensure compliance across our delivery teams, with all program requirements. You will routinely review and communicate any changes in program policy or practices to the service delivery teams and support the development and implementation of any new training requirements related to these changes. Your management style will ensure you are routinely engaging with team members to understand where any gaps in knowledge or application exist around program policy and requirements and work directly with team members to effectively resolve them.

Business performance management: our WorkBC program outlines numerous key performance measures that are monitored and reported on monthly and must be met or exceeded throughout the course of our contract. Your role will be to proactively monitor and analyze delivery performance against expected KPMs, identifying potential areas of concern, and supporting team members (individually and collectively) in achieving their targets. As a manager, you will be supported by our internal business performance team in the production, interpretation and use of key analytics and business intelligence reporting.

Government relationship management: our success relies heavily on a productive partnership with our Contract and Partnership Agents (CAPAs) at the Ministry of Social Development and Poverty Reduction. Your role as Service Delivery Manager will involve regular communication with the CAPAs around service exceptions, policy interpretation, incident reporting, performance measures and other aspects related to delivery of the WorkBC program. You will apply your ability to work collaboratively and professionally to maintain positive working relationships with the CAPA for your WorkBC office.

Sample duties:

Employment services expertise

• Developing a consistent environment of strong cross-functional work units in order to achieve effective service coordination throughout the team(s).
• The effective and appropriate scheduling of workshops, ensuring those offered are based on labour market and economic development needs; and that workshop content is employment focused and relevant to the needs therein.
• Ensuring that Self-Serve and Case-Managed services consistently engage all clients and thus increase their participation in the labour market.
• Providing ongoing coaching, training and support as it relates to all aspects of service delivery in order to consistently meet identified and required WorkBC Employment Services objectives and outcomes.
• Facilitation of service delivery meetings and planning sessions.
• Critically monitoring WorkBC Centre Employment Services service levels; reporting concerns to fellow leadership team and proactively identifying strategies for continuous improvement
• Monitoring of caseloads and the case management activities of the Service Delivery Team; including regular case file audits, client survey and feedback reviews, and various outcome reports.
• Providing direction to appropriate WorkBC Employment Services team members in relation to how to best provide support to specific cohorts or groups of Clients (for example, group-based programs or initiatives) in order to address applicable barriers and improve outcomes for these groups or cohorts.
• Demonstrating practical understanding of identified Client Inclusion Groups’ unique characteristics and the support and direction of the plan to serve these Client Inclusion Groups in the applicable Catchment through an in depth understanding of community supports and appropriate targeted service initiatives.
• Demonstrating understanding of the technologies that can be used to support effective service delivery and required outcomes utilizing all service delivery channels; in order to establish and maintain consistent Client access.

People& culture management

• Active participation in and oversight of human resource strategies that ensure recruitment and retention of qualified team members; reflecting the diversity of the applicable Client Inclusion Groups within the Catchment population
• Active participation in and oversight of the development of training and development strategies to ensure team members and Contractor personnel stay current in their knowledge and expertise in serving Clients, using Province systems and applying policy
• Supporting the professionalization of the employment services team through continuing education and certification
• Consistently and effectively addressing team member issues/concerns in a timely manner in support of the Maximus culture and productive working relationships across the Centre

Business performance management

• Reviewing and analyzing monthly and applicable statistical reports, inventory reports and office expenses reports to ensure accuracy and appropriate follow-up action(s).
• Working closely with the Business Performance team to use data quality reports consistently and thoroughly and KPM reports to inform the execution of plans that will meet or exceed Maximus and WorkBC Employment Services outcome standards.

Government relationship management

• Acting as ‘the voice of the customer’ by bringing insights and opportunities relating to meaningful and effective service delivery to CAPAs and the senior management team
• Participating in regular management meetings
• Managing ongoing interactions with CAPA via email and direct discussion around program related practices, approvals, concerns, and issues

• Passion for helping people succeed – both clients and team members
• Commitment to community-driven and social impact driven approaches
• Strong history working on the delivery side of an employment services organization
• Previous experience interpreting and implementing program policy for effective service delivery
• Commitment to continuous learning and interest in participating in cross-jurisdictional communities of practice
• Previous experience in people and performance management practices
• Ability to build strong relationships and trust with people through transparency and strong communication skills
• Coaching and mentorship style management approach
• Experience monitoring, forecasting, evaluating, and reporting on contractual obligations
• Excellent collaboration skills

• Post-secondary degree, diploma or certificate in a relevant field (e.g., Business Management, Human Resources Management, career or employment development, vocational rehabilitation, social work, psychology, sociology, human services, counselling, or education)
• Five (5) or more years of related experience in the employment services, counselling or other support services industry
• Five (5) or more years of proven and progressive leadership experience; preferably in the employment services or related industry
• Working towards or holding an associated relevant professional certification (i.e., CCDP, RRP, etc.) is preferred
• Multilingual (English plus French or another language) ability to communicate effectively with Clients, both verbally and in writing is consisered an asset

• Competitive Salary
• Comprehensive Benefits Package, including RRSP match, extended health, prescription drug coverage, dental, paramedical, generous vision care, and more!
• 4 weeks’ vacation to start
• 6 Personal days in addition to 6 Sick per year
• Volunteer day
• Ability to make a difference and lasting impact