Employment Services Manager

Description:

• 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 (ESP’s)
• Conduct weekly performance review meetings, and support the Employment Services Director in contract reviews, with ESP’s.
• Support ESP’s in identifying opportunities to improve contract performance and, working with Serco’s.
• Quality Manager and Partnership Manager to support ESP’s 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 ESP’s.
• Encourage ESP’s 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 ESP’s 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 Serco’s 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, undertake 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.