Service Design Manager - Toronto, Canada - WCG Services

WCG Services

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Who we're looking for:

Service Design Manager

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 Manager, you'll be responsible for leading, planning, organizing and developing the policies, processes, systems, and projects to support the Integrated Employment Services operations.

This position will have a critical role in the development of a client outcome focused employment services that ensures contract compliance, efficient and strong operational performance.

The incumbent will develop the systems and frameworks necessary to meet contract requirements including service level policies, job seeker outcomes, employer outcomes and associated processes.

The role will involve high level system and process management including the management of projects, new initiatives, and all learning and development initiatives.

This position has direct reports to manage these projects and initiatives.

What you'll do:

Develop and enhance the Service Delivery Model, including policies and procedures to guide Service Delivery Partners to deliver a high level of service to jobseekers
Act as the inhouse expert regarding the program, services, and the intersection with systems
Operationalize contract requirements, KPI's, program deliverables and reporting requirements
Analyze and assess the effectiveness of Service Delivery Model and design better and more efficient ways of service delivery across the network
Assist in the development of supportive information technology solutions and other project components to ensure program service design is appropriately reflected
Manage the data requirements of the SSM and Service Provider Network, ensuring that they have the data and tools to make business and performance related decisions
Use data to drive sound business decisions and to measure the impact of changes
Work closely with other SSM staff to analyze and plan future enhancement or corrective actions to the service delivery across the network
Manage Learning & Development team and initiatives for the entire Service Provider network
Use training to reinforce changes and ensure acceptance and knowledge of policy, process, or system change
Develop and maintain the Customer Satisfaction Framework including feedback mechanism, analysis and reporting requirements to feed continuous improvement plans

What you bring:

Three (3) + years Employment/Vocational Services business management experience
A minimum of 35 years of progressive experience in project/program management, budget development and management, multistakeholder collaboration AND/OR experience using Lean, Six Sigma, or other CI processes is an asset
Advanced understanding of and experience working in and managing government funded contracts ideally related to workforce development services
Strong analytical skills to assess current business processes, identify areas for improvement, and recommend solutions to enhance overall efficiency and effectiveness
Minimum of 2 years of experience in a leadership role
Broad knowledge of community service operations, quality assurance, outcome management, and planning in human services
Demonstrated experience developing operating processes and establishing performance standards; ability to translate complex contractual documents into simplified guidelines and procedures
Advanced MS Office skills
Employment conditional on obtaining a clear criminal record check
Bilingual (English and French) preferred
Facilitation and/or strong presentation skills
Knowledge of Employment Ontario programs
Information Mapping Professional certification (or equivalent experience)

What we offer:

Competitive salary of $72,727 $88,000 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 equitydeserving 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