Service Delivery Manager

4 months ago

Victoria, Canada Maximus Full time

Company Profile:
This is a wonderful team-based working environment, and an opportunity to work with a great team of people who are dedicated to helping and making a difference in people's lives.

**Job Description**:
**Role Summary**

Consistently demonstrating our MCES vision, mission and shared values, the WorkBC Employment Services Manager position requires a confident leader who is responsible for all aspects of effectively delivering employment services through the 3 required service delivery channels; including the operation of a WorkBC Centre. This will be done through successfully inspiring, and cohesively leading, a diverse and dynamic team of MCES team members and subcontractors. The overall focus of this key role includes but is not limited to the demonstration of innovation and solutions that meet required service levels and ensure our clients attain and sustain employment; while providing a consistent and superior client service experience. This role is also responsible for the day to day human resource needs of the team, monitoring and auditing risk management protocols, and the oversight of all systems required for the ongoing and efficient running of the WorkBC Centre; thus ensuring consistent and ongoing stakeholder satisfaction that supports the required outcomes of the WorkBC Employment Services program.

**Key Responsibilities**

**Coaching and Support**

Responsible for providing coaching and support to the WorkBC Centre team as it relates to the practical and effective day to day operations of the WorkBC Employment Services program through:

- Consistently working alongside the WorkBC Centre team members within various roles in order to observe work processes, and to meet required operational needs during busy times or team member absences.
- Interpreting policy and contract requirements into practical terms for service delivery team
- Reviewing and clearly providing appropriate decisions on WorkBC Employment Services financial agreements.
- Supporting and implementing tangible and measurable action plans resulting from the applicable elements of the MCES Quality Management Plan, in order to effectively deliver expected results in quality management.
- Leading, attending and actively participating in all weekly, monthly and quarterly meetings as required, as they relate to team members, Approved Subcontractors, Ministry staff and community partners, in order to ensure relevant information is shared, collected and circulated as required.
- Developing and maintaining effective working relationships with all internal and external stakeholders of MCES, clearly disseminating information, regarding both policy and process, in a consistent, timely and supportive manner.

**Service Delivery**
- Developing a consistent environment of strong cross-functional work units in order to achieve effective service coordination throughout the team(s).
- Collaboration with Operational administration on internal procedural documentation job aids.
- 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.
- Coordinating adequate meeting space for workshops and group sessions; as well as appropriate private office space for meetings with all stakeholders as required.
- 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.
- Supporting the WorkBC Employment Services Manager in being ‘the voice of the customer’ by bringing insights and opportunities relating to meaningful and effective service delivery to MCES and the WorkBC Employment Services Manager.
- Critically monitoring WorkBC Centre Employment Services service levels and reporting concerns to WorkBC Employment Services Manager and Operations Manager as required
- 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.
- The demonstrated 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 appropriate targeted service initiatives.
- A practical understandi

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