Employment Services Manager - Jobs in North York

Job Description

As the Employment Services Manager you will manage a caseload of Service Providers who deliver Employment Services on behalf of Serco: 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 be part of a multi-disciplinary team delivering quality employment services to Ontarians.You will build strong, collaborative working relationships with supply chain partners; advise and guide them in delivering services to local jobseekers; build realistic pipeline reporting processes; challenge and address Service Provider 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 and will identify and source new supply chain partners to support areas of under-performance. You will work closely with External Stakeholders, providing performance updates at review meetings and supply chain partnership meetings.As a key member of Serco’s Employment Services team, you will build strategic relationships that will support community job seekers and businesses and help to build a healthy economy from a community lens.In this role, you will:

• Oversee overall service delivery and performance of the Employment Service Providers (ESP’s).
• Conduct weekly performance review meetings and support the Senior Employment Services Manager in contract reviews with ESP’s.
• Working with Serco’s Service Quality Manager and Partnerships Manager, support ESP’s in identifying opportunities to improve contract performance and to establish appropriate strategies and goals to address under-performance; develop and monitor ESP 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 ESP’s.
• Build an understanding of ESP’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.
• Encourage ESP’s to commit to a practice of continuous improvement and the sharing of best practice among the Serco ES network.
• Build and maintain key relationships with municipalities, community groups and businesses that will ensure success of employment services, particularly for specialized groups (Indigenous, Black and Racialized, People with Disabilities, Newcomers to Canada, Francophone, LGBTQ2S, Youth)
• Co-ordinate quarterly partnership meetings with supply chain partners to update on performance and share best practices.
• 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.

To be successful in this role, you will have:

• Excellent oral and written communication skills and ability to work cross functionally within the organization.
• Stellar internal and external relationship building skills.
• Strong degree of integrity and judgment with ability to make sound decisions.
• Willingness to take ownership for the outcomes of projects within scope of responsibility.
• Strong planning, coordination, execution, and analytical skills.
• Excellent collaborative leadership and organizational skills.
• Solid technical, business and project management knowledge.
• Bilingual (French and English) is considered an asset.
• Bachelor’s degree in management, social services, or a related field is considered an asset.

Qualifications:

• Detailed understanding of Ontario employment support 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.
• Demonstrable understanding of the barriers experienced by specialized populations (Indigenous, Black and Racialized, People with Disabilities, Newcomers to Canada, Francophone, LGBTQ2S, Youth) and familiarity/experience with related programming.
• Experience coordinating with municipalities and community organizations to support recipients of Ontario Works (OW) and Ontario Disability Support Program (ODSP).
• Excellent people leadership, relationship building, and cross-cultural communication/management skills.
• Prior experience managing performance targets and budgets.
• Thorough understanding of all aspects of operational safety, environmental and security/confidentiality issues.
• Must be able to Pass Criminal Record Check (CPIC).

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.