Employment Services Manager- Kingston and Pembroke

7 months ago

Kingston, Canada Serco North America Full time

Position 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 build strong, collaborative working relationships with supply chain partners; advise and guide; build realistic pipeline reporting; challenge and address 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. You will identify and source new supply chain partners, to support areas of under-performance. You will work with External Stakeholders, providing performance updates at review meetings and supply chain partnership meetings.

As the world experiences significant workforce shortages in all sectors which are further exasperated by the ongoing pandemic, now more than ever employment service play a vital part in rebuilding the economy. As a key member of Serco’s Employment Services team, you will build key relationships that will support community job seekers and businesses and help to build a healthy economy from a community lens.

As the Employment Service Manager, you will be part of a multi-disciplinary team to deliver quality employment services to Ontarians.

**In this role, you will**:

- Build and maintain key relationships with community groups and businesses that will ensure success of employment services.
- Establish meaningful relationships that will result in improved employment results for specialized populations and disadvantaged or marginalized groups: Indigenous, Black and Racialized, People with
- Disabilities, Newcomers to Canada, Francophone, LGBTQ2S
- Oversee overall service delivery and performance of the Employment Service Providers (ESP’s)
- Conduct weekly performance review meetings, and support the Employment Services Director in contract reviews, with ESP’s
- Support ESP’s in identifying opportunities to improve contract performance and, working with Serco’s
- Quality Manager and Partnership Manager to support ESP’s in appropriate strategies and establishing goals to address under-performance; develop and monitor 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;
- Encourage ESP’s partners to commit to a practice of continuous improvement and the sharing of best practice among the Serco ES network. Co-ordinate quarterly partnership meetings with supply chain partners to update on performance and share best practices;
- 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;
- 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.
- This role has reporting responsibilities and therefore support to ensure success of the direct reports.

Qualifications:
To be successful in this role, you will have:

- Effective communication skills and ability to work cross functionally within the organization.
- Bilingual (French and English) is considered an asset.
- Solid technical, business and project management knowledge.
- Excellent collaborative leadership and organizational skills.
- Stellar internal and external relationship building skills.
- Strong degree of integrity and judgment.
- Able to effectively delegate authority as required.
- Willing to take ownership for the outcomes of projects within scope of responsibility.
- Strong planning, coordination, execution and analytical skills.

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 stakeholde

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