Employment Services Manager-Kitchener, Waterloo and Barrie

Employment Services Manager – Kitchener, Waterloo and Barrie

Serco is seeking an experienced Employment Services Manager to manage a caseload of Service Providers who deliver Employment Services on behalf of our organization. The role involves building relationships with community groups, businesses and supply chain partners, overseeing service delivery and performance, and ensuring contract compliance with key performance indicators and customer service standards.

Key Responsibilities

• Build and maintain key relationships with community groups and businesses to ensure successful employment services.
• Establish meaningful relationships that improve employment outcomes 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 Employment Service Providers (ESPs).
• Conduct weekly performance review meetings and support the Employment Services Director in contract reviews with ESPs.
• Support ESPs in identifying opportunities to improve contract performance.
• Partner with Quality Manager and Partnership Manager to develop performance improvement plans and address under‑performance.
• Identify and report risks; lead resolution of operational, contractual and performance issues with ESPs.
• Encourage continuous improvement and best‑practice sharing within the Serco ES network.
• Coordinate quarterly partnership meetings with supply chain partners to update on performance.
• Build an understanding of ESPs’ needs to inform and influence the development of an effective partner network.
• Foster mutual trust and open communication for successful partnership delivery.
• Act as an escalation point within Serco’s complaints handling protocols, facilitating resolution of participant complaints.
• Establish a collaborative working environment among stakeholders to promote motivation, innovation and communication.
• Support and manage direct reports to ensure high performance.

Qualifications

Company Overview

Serco Inc. is the Americas division of Serco Group, plc. With over 9,000 employees across 100+ sites in Defence, Citizen Services and Transportation, we help clients deliver vital services efficiently and enhance customer satisfaction. Serco is an equal‑opportunity employer and we are committed to providing a workplace inclusive of all protected characteristics.

Benefits and Pay Transparency

Our Total Rewards package includes competitive pay, performance‑based incentives and benefits that promote well‑being and work‑life balance. Salary for this role is provided at the top of the posting and may vary by location and experience.

EEO Statement

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status and other legally protected characteristics.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Other

Industry

IT Services and IT Consulting

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