Service Design Specialist

6 months ago

Toronto, Canada WCG Services Full time

**Who we’re looking for**:
**Service Design Specialist**

**Program**: Employment Services

**Status**:Permanent Full-Time

**Location**:Remote - Canada

Like WCG, you believe in the power of work to transform lives. As a Service Design Specialist, you’ll be responsible for analyzing data and feedback, systemizing initiatives, providing support, guides, processes, and tools and developing solutions to ensure that contractual KPIs are met and to support quality and improvement.

**What you’ll do**:

- Ensure systems and processes are developed to maximize the efficiency of program resources.
- Develop the Service Management Framework and Service Delivery Model that will guide Service Providers including service delivery policies, customer service standards and key performance indicators.
- Design and document internal business processes, including engaging Subject Matter Experts (SMEs), approval, and deployment.
- Design and maintain all program supporting documentation, including jobseeker and employer forms, systems user guides, etc.
- Own the Customer Satisfaction Framework including feedback mechanism, analysis, and reporting requirements to feed continuous improvement plans
- Monitor policy and regulatory updates to ensure changes are reported and incorporated in the service delivery or contract management framework

**What you bring**:

- 3+ years Employment/Vocational Services business management experience
- Advanced understanding of, and experience working in and managing, government funded contracts ideally related to workforce development services
- Broad knowledge of community service operations, quality assurance, outcome management, and planning in human services
- Demonstrated experience developing operating processes and establishing performance standards
- Exceptional communication skills with the ability to translate complex contractual documents into simplified guidelines and procedures.
- Excellent organization, administrative and time management skills; ability to prioritize duties
- Highly motivated; works well in a team environment with excellent interpersonal skills
- Advanced MS Office and Adobe skills
- Flexibility and the ability to work in different locations and travel as required
- Criminal record check required

**Preferred Criteria**
- Information Mapping Professional (IMP) certification or equivalent
- Project Management Professional (PMP) certification or equivalent
- Certified change Management Professional (CCMP) certification or equivalent
- Bilingual (French & English)
- A post-secondary diploma or degree in business, social services, or related discipline

**What we offer**:

- Competitive salary of $66,166 - $80,000 per year
- Comprehensive and flexible health and dental benefits
- Ongoing learning and development opportunities
- Generous time off policy to encourage work/life balance
- A diverse and inclusive workplace with a track record of high employee engagement and teamwork

**_ For complete job requirements, see the full Job Description _**_here_**_._**

**Passion and Lived Experience Matter**:

- 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._

WCGCAN

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