Senior Manager Customer Service

1 week ago

Burnaby, British Columbia, Canada Overtime Recruitment Group Full time

Job Description Title:
Senior Manager – Strategic Initiatives and Impact

To create and facilitate the development and implementation of strategic initiatives and the evaluation frameworks that advance the organization's vision, mission and mandate, while at the same time demonstrate compliance with all relevant internal (policy and procedure) and external standards articulated through, for example, funding agreements, collective agreements, licensing conditions, CARF, and the Employment Standards Act.

Membership on the Senior Management Team requires a demonstrated commitment to developing and maintaining positive and functional relationships with the other team members as evidenced through active participation, respectful collaboration, strategic decision making, confidentiality and cohesive leadership.

A leadership role within the organization requires the demonstrated ability to build trusting and effective relationships with those receiving service and their families as evidenced through the implementation of the organization's person-centred and family-driven values policies and practices.

Management of a key department requires the demonstrated ability to articulate the organization's strategic vision to the staff, plan and implement actions designed to support staff to further the strategic vision on a day-to-day basis and direct and monitor staff's performance.

Representation of the organization to the broader community requires the demonstrated ability to communicate effectively and build positive relationships with funders, regulatory bodies, community and business partners, government, advocacy groups and co-service providers.

Senior Managers are required to demonstrate their accountability to each of the key deliverables of their position to the CEO of the organization.

Implement practices that are consistent with policy and are inspired by the organization's vision, mission and mandate.

Initiate and lead informal and formal evaluation and service improvement actions and processes, particularly with a developmental evaluation ethos an analysis, at the personal, program and organizational level consistent with organization policy and procedure.


  • Participate with the Senior Management team, CEO and Board of Directors in Strategic Planning.
  • Develop and implement departmental action plans associated with strategic planning and monitor and evaluate the effectiveness of those plans.
  • Understand the landscape of the community living movement and early intervention as well as other fields like community development, innovation, corporate citizenship, leadership, and sectors related to their position/department. Management Functions
Demonstrate responsibility for management of all the department's contracts for service.

In collaboration with the Senior Managers and Managers, lead the organization in the implementation of all evaluation and impact measurement activities including:
Development and coordination of the qualitative and developmental evaluation processes, including the data analysis, reporting and action planning.
Development and coordination of quantitative evaluation processes, including the data analysis, reporting and action planning.
In collaboration with the Senior Managers and Managers, lead the organization in the implementation of all evaluation and impact measurement activities including:
In collaboration with the Senior Managers and Managers, lead the organization in the implementation of all Health & Safety Activities related to persons served and including:
Development, update, and implementation of all health & safety policies and procedures.

Ensure safe practices and supports are available, accessible, and in place - including written material, training, and reporting - for the individuals supported by BACI.

Complete risk assessments, make recommendations, and implement required actions accordingly.
Coordination of related internal and external training.

Demonstrate the ability to develop clearly defined and delegated roles, responsibilities, and authorities for the implementation of strategic initiatives and evaluation activities.

To support Senior Managers, departmental managers, coordinators and supervisors to establish effective monitoring and evaluation systems.

Demonstrate the ability to communicate strategic initiatives and evaluation expectations effectively with departmental staff through - for example - regular program team meetings, program action planning, goal setting etc.

Bachelor level degree related to position purpose. (Experience in senior program management with responsibilities for evaluation and monitoring service quality.

  • Minimum 5 years at a mid to senior management level within a social service setting.
Superior ability to communicate effectively both verbally and in writing.
Experience and commitment to the provision of individualized support to people with disabilities and their families.

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