Service Delivery Manager - Penticton, Canada - Maximus

Maximus

Verified Company

Penticton, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Company Profile:

We offer a comprehensive benefits package, competitive salary, 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

The Service Delivery Manager spends their days working intensively with our frontline delivery teams on all aspects related to client facing services and supports.

You will work onsite at our local WorkBCCentre, to support our teams in delivering high quality and impactful employment services for jobseekers and employers.

This includes:

People & culture management_: the work we do is rewarding but challenging. We assist the full spectrum of individuals seeking employment from recent graduates to vulnerable populations across our communities providing them with customized solutions to to improve their lives. Your role is to support our case managers, front office teams, onsite subcontractors, and job developers helping them develop into highly skilled career development professionals. You will be their day to day goto resource providing supports such as training, mentoring, coaching, daily case conferencing, shadowing, and performance management. As a people manager, you will work with your fellow leadership team to create positive, empowering workplaces through a lead by example style, and by hiring and developing team members committed to improving the lives of the marginalized within the community by demonstrating/modeling compassion, respect and inclusiveness for colleagues and clients.
Business performance management_: our WorkBC program outlines numerous key performance measures that are monitored and reported on monthly and must be met or exceeded throughout the course of our contract. Your role will be to proactively monitor and analyze delivery performance against expected KPMs, identifying potential areas of concern, and supporting team members (individually and collectively) in achieving their targets. As a manager, you will be supported by our internal business performance team in the production, interpretation and use of key analytics and business intelligence reporting.

Sample duties:

Employment services expertise_
Developing a consistent environment of strong crossfunctional work units in order to achieve effective service coordination throughout the team(s).
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.
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.
Critically monitoring WorkBC Centre Employment Services service levels; reporting concerns to fellow leadership team and proactively identifying strategies for continuous improvement
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, groupbased programs or initiatives) in order to address applicable barriers and improve outcomes for these groups or cohorts.
Demonstrating 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 an in depth understanding of community supports and appropriate targeted service initiatives.
Demonstrating understanding of the technologies that can be used to support effective service delivery and required outcomes utilizing all service delivery channels; in order to establish and maintain consistent Client access.
People& culture management_
Active participation in and oversight of human resource strategies that ensure recruitment and retention of qualified team members; reflecting the diversity of the applicable Client Inclusion Groups within the Catchment population
Supporting the professionalization of the employment services team through continuing education and certification
Consistently and effectively addressing team member issues/concerns in a timely manner in support of the Maximus culture and productive working relationships across the Centre
Business performance management_
Reviewing and analyzing monthly and applicable statistical reports, inventory reports and office expenses reports to ensure