Company Description

We believe in the power of work. Since 1994, we've been partnering with governments and local agencies across Canada to create sustainable employment opportunities for people, businesses and communities. We understand that work gives hope, strengthens relationships and drives economic growth

Job Description

About the role

Location: Remote - Canada

Travel Expectations: Within Canada, as needed

Like WCG, you believe in the power of work. As the Service Design Manager, you'll be responsible for leading, planning, organizing, and developing process and policies to enhance operational efficiency and effectiveness within employment services across Canada. You will be owning the learning and development strategy and overseeing related projects and support the seamless execution of employment services that drive client and employer outcomes while ensuring compliance with contractual obligations. You will also develop the processes and policies necessary to meet contractual requirements including service level policies, job seeker outcomes, employer outcomes and associate processes.

As a Service Design Manager you will manage projects, new initiatives, and ensure alignment with business goals while identifying risks and track progress.

What you'll do

• Develop and enhance the Service Delivery Model, including policies and procedures and learning resources to guide Service Delivery Partners to deliver a high level of service to jobseekers
• Act as the in-house expert regarding the program, services, and the intersection with systems
• Analyze and assess the effectiveness of Service Delivery Model and design better and more efficient ways of service delivery across the network
• Assist in the development of supportive information technology solutions and other project components to ensure program service design is appropriately reflected
• Work closely with other SSM staff to analyze and plan future enhancement or corrective actions to the service delivery across the network
• Plan, develop and implement key changes to the service delivery model that have occurred through, policy, labour market, performance, or system changes
• Using strong change management principles, ensure that all projects and introduced changes are successful adopted by the network and tested for acceptance and compliance
• Manage Learning & Development team and initiatives for the entire Service Provider network
• Use the Customer Satisfaction Framework including feedback mechanisms to analyze results and feed continuous improvement plans

Qualifications

What you bring

• Three (3) + years business management experience
• Employment/Vocational Services experience preferred
• Previous experience in a leadership role in human services is an asset
• Advanced understanding of and experience working in and managing government funded contracts ideally related to workforce development services
• Demonstrated experience developing operating processes and establishing performance standards; ability to translate complex contractual documents into simplified guidelines and procedures
• Proven ability to thrive in a fast-paced, dynamic environment, with a passion for continuous learning and professional development
• Experience working with cross-functional teams and collaborators to gather requirements, define objectives, and deliver actionable insights that drive business outcomes
• Advanced MS Office skills
• Additional competencies include excellent verbal and written communications skills, action oriented, time and change management
• Flexibility and the ability to work in different locations and travel as required
• Employment conditional on obtaining a clear criminal record check

For complete job requirements, see the full Job Description here

Additional Information

What we offer

• Competitive salary of $90,000-$95,000 per year (based on full-time hours)
• Comprehensive and flexible health and dental benefits
• RRSP Matching program of 1.5% base earnings
• Coverage for your credential or designation fee
• Ongoing learning and development opportunities
• Generous time-off policies that promote work/life balance
• A diverse and inclusive workplace with a track record of high employee engagement and teamwork
• The opportunity to do work that makes a difference!

ICWCGEOSD

WCG is strengthened by diversity. We are committed to achieving a workplace that is equitable and representative of Canada's diverse population. We actively work to attract, develop, and retain employees from diverse and equity-deserving backgrounds who have exceptional ability and the desire to make a difference. We continuously strive to support individual needs and differences in a work environment that is built on inclusivity and respect for everyone.

WCG is committed to providing an accessible, barrier free recruitment and selection process. If contacted for an employment opportunity, please advise us if you require accommodation in advance of any part of the recruitment and selection process.