Senior Director of Client Services - Edmonton, AB, Canada - Rupertsland Institute

Description

Senior Director of Client Services

Location: Rupertsland Institute Head Office, Edmonton, AB

Closing Date: May 20, 2024

Position Status: Full Time (40 hours/week), Permanent

The Organization

Rupertsland Institute (RLI) is an affiliate of the Métis Nation of Alberta and has a triple mandate in education, training, and research. With a decentralized network of 10 METI-Service Centres, a Corporate Head Office in Edmonton, and two mobile service units; RLI designs and delivers training and education services to more than 140,000 Alberta Métis.

The RLI Vision is: " A Skilled and Knowledgeable, Self-Reliant Métis Nation ."

The RLI Mission is: " To enhance the self-sufficiency and well-being of Alberta Métis through quality education, training, and research ."

For more information about RLI and its services and programs, visit us at

The Opportunity

Rupertsland Institute (RLI) is recruiting for a Senior Director of Client Services (SDCS), located in the Edmonton Head Office. Reporting to the Chief Executive Officer (CEO), the Senior Director of Client Services is responsible for the oversight of client services under two federal programs delivered by the Rupertsland Institute (RLI) on behalf of Métis Citizens in Alberta. Working under the mandates of education, training, and research, the SDCS provides senior leadership to regional team operations and works closely with the Senior Management Team (SMT) and the CEO to implement the RLI Business Plan. This includes regular planning, organizing, leading, and controlling client services under the lens of continuous improvement while striving for administrative distinction and excellence in client service delivery.

Responsibilities:

• Oversee client services under the umbrella of the Rupertsland Centre for METI-Services with service delivery sites located throughout Alberta.
• Participate with technical support and presentations to the CEO and SMT during the annual development of RLI strategic business plan processes, including the required reporting and other operational matters as required.
• In consultation and collaboration with the CEO and SMT, develop the Annual Operational Plans for the ISETP, MNPSE Strategy for the approval by the RLI Board of Governors.
• Oversee annual work plans developed for the Métis Training to Employment and Post-Secondary Education divisions.
• In consultation with the SMT, develop evaluation and performance management frameworks for the ISETP and MNPSE agreements as required.
• Anticipate and plan for annual budgetary processes with the CEO and SMT leading to budget approval by the RLI Board for Governors for upcoming fiscal year.
• Monitor expenditures by regional team services and ensure all expenditures are compliant and within approved budgets as per ISETP, MNPSE directives, and RLI policies and procedures.
• Develop expertise on the use of the Financial Data Management system and its uses for monthly or quarterly financial reporting and track financial payments and client commitments.
• Develop expertise and oversee the maintenance of error free data in the KETO client data system and maintain quarterly data uploads to standard data file in Ottawa are error-free.
• Oversee quarterly reviews of the client data management systems (KETO/OAS) and ensure upgrades are budgeted and scheduled from time to time to maintain optimal maintenance and system capacity.
• Ensure RLI policy and Client Service delivery manuals are reviewed, revised, and updated according to RLI standards. Ensure optimal administrative and service delivery standards are in place for quality assurance purposes and followed by staff.
• Manage METI-Services' operational and fiscal activities within assigned budgets and work with RLI senior consultants and regional managers to bring leadership, coaching, and motivation to staff while ensuring optimal services for Metis Citizens.
• Oversee a team of direct reports and actively encourage a workplace culture that promotes employee morale and heightens RLI's image to all partners, community, and stakeholders.
• Participate in stakeholder relations with community, industry, post-secondary partners, and all levels of government as necessary, or as directed by the CEO.
• Oversee the evaluation of potential employer and other partnerships for engagement on METI-S projects and activities.
• Comply with all federal and provincial legislation, directly related to the ISETP and MNPSE agreements.
• Willingness and ability to work evenings and weekends as required.
• Travel within Alberta, and out of province as required.
• Other duties as required.

Education and Experience:

• Post secondary education in Humanities, Social Sciences or Business Administration, Management, Public Administration or a related field, required.
• Minimum of 10 years direct experience in education and program services delivery, with at least 7 years in a senior management role.
• Experience in a nonprofit, post secondary, or Indigenous organization are assets.
• Minimum 7 years of experience leading a team of direct reports.

Skills and Qualifications:

• Extensive knowledge of Métis history, culture, and issues affecting Métis people.
• Solid understanding of labour market occupations, trends and analyses, industry needs, short and long term economic and employment outlook, economic influences, and socio-cultural demographics of communities in Alberta.
• Knowledge of how changes in the economy and labour market are likely to influence the Métis population in the upcoming decade, including the role and delivery of education in an ever- changing social environment.
• Excellent understanding of student and employment counselling methods and interventions that lead to client self-sufficiency.
• Knowledge of (Métis) client barriers to sustainable employment.
• Strong understanding of Legislation at the federal and provincial level pertaining to the Privacy Act, FOIP, labour legislation, contracting, and EI Act. Government legislation pertaining to the delivery of RLI services (Alberta Post- Secondary Education Act).
• Demonstrated leadership and sound management practice in corporate series including finance, accounting, HR, IT, communications, marketing, and reporting, as it relates to the Client Services department.
• Experience in, and strong understanding of, program development, including protocols for consulting with stakeholders across the province as well as the development of evaluation frameworks and quality assurance procedures.
• Experience working in a dynamic work environment with the ability to work in a demanding, fast-paced, and complex environment, handling multiple tasks and projects concurrently.
• Highly developed budgeting and financial planning skills.
• Strong writing skills with the ability to write and prepare clear, concise professional written contract agreements, program evaluations, reports, and documents for reporting.
• Strong communication skills with the ability to communicate with Client Services team members, students, school officials, and the Métis community, including RLI stakeholders such as the Otipemisiwak Métis Government.
• Excellent interpersonal skills with the ability to build strong relationships with internal and external stakeholders.
• Strong leadership skills, soft skills, and team-building skills.
• High level of political awareness and cultural sensitivity in all interactions with internal and external stakeholders.
• Demonstrate high level of integrity, strong sense of ethics, professionalism, and adhere to strict confidentiality of sensitive information.
• Excellent organizational, time management, problem solving and analytical skills, with the ability to identify issues and implement creative and strategic solutions.

Rupertsland Institute (RLI) Offers:

• A competitive salary with comprehensive benefits plan including life insurance, critical illness, health spending & more
• Employer matching pension plan.
• Generous flex days and vacation time.
• Meaningful work in a culturally rich working environment.
• Continuous learning and professional development opportunities.

To apply,please send your resume and cover letter (required) to by May 20, 2024, quoting 'SDCS' in your email subject line.

Rupertsland Institute thanks all applicants for their interest. Only successful applicants will be contacted. No phone calls please.

Job Types: Full-time, Permanent

Benefits:

• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site gym
• Paid time off
• Vision care

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Work Location: In person

Application deadline: