Employment Services Manager-Kitchener, Waterloo and Barrie

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 Sercos 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 (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 and working with Sercos.
• Quality Manager and Partnership Manager to support ESPs 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 ESPs.
• Encourage ESPs 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 ESPs 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 Sercos 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 u ndertake 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 :

Qualifications :

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group North America Sercos 9000 employees strive to make an impact every day across 100 sites in the areas of Defense Citizen Services and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military numerous U.S. Federal civilian agencies the Intelligence Community the Canadian government state provincial and local governments and commercial clients. While your place may look a little different depending on your role we know you will find yours here. Wherever you work and whatever you do we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit : If you require an accommodation with the application process please email : or call the HR Service Desk at option 1. Please note due to EEOC / OFCCP compliance Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain / store the information provided as proof of identity. For more information on how Serco uses your information please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco please email .

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.

Pay Transparency

Our Total Rewards package includes competitive pay performance-based incentives and benefits that promote well-being and work-life balanceso you can thrive both professionally and personally. Program availability may vary based on factors such as contract type location hire date and applicable collective bargaining agreements.

Salary range : The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors including but not limited to the scope of the role relevant experience job-related knowledge education and training key skills and geographic market considerations. For roles available in multiple provinces the range may vary to reflect differences in local labor addition to base salary eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.

To review all Serco benefits please visit : complies with all applicable federal provincial and local leave laws This is a Canada-based role and this position is for an existing vacancy unless stated otherwise in the job description. Please submit applications exclusively through Sercos external (or internal) career site. If an applicant has any concerns with job posting compliance please send an email to : .

Required Experience :

Manager

Key Skills

Electro Mechanical,Instrument Maintenance,Adobe Dreamweaver,Document Control Management,E-Commerce

Employment Type : Full-Time

Experience : years

Vacancy : 1