Employment Services Manager- Ontario- Bilingual (French and English)

by dejobs.org

ON

Ontario- Bilingual (French and English

**Position Description** Serco is seeking an experienced and results-driven **Employment Services Manager – Ontario (Bilingual)** to oversee and optimize the delivery of Employment Services across Ontario. This leadership role is critical to driving performance, ensuring compliance, and fostering continuous improvement in service delivery through a network of Employment Service Providers (ESPs). You will also play a key role in supporting the workforce’s diversity and inclusivity by improving employment outcomes for marginalized groups, including Indigenous, Black, Racialized, and LGBTQ2S communities, people with disabilities, youth with higher support needs, newcomers, and Francophone populations. This is a dynamic and strategic role requiring a blend of leadership, analytical skills, and a deep understanding of Ontario´s employment services landscape. **Key Responsibilities** + Oversee a network of Employment Service Providers across Ontario, ensuring they meet performance targets, Customer Service Standards, and Key Performance Indicators (KPIs). + Provide ongoing guidance and support to help ESPs optimize service delivery and improve performance. + Support the development and execution of strategies for continuous improvement across the Employment Services network. + Use data-driven insights to identify trends, address performance gaps, and implement long-term improvements in service quality, operational efficiency, and outcomes. + Leverage performance data and analytics tools to assess service delivery and track key performance metrics. + Prepare regular reports for internal and external partners, offering insights into performance, risk management, and improvement initiatives. + Build and maintain strong relationships with a diverse range of community partners, including service providers, community organizations, employers, and other partners. + Facilitate quarterly partnership meetings to review performance, share best practices, and foster a collaborative approach to service delivery. + Ensure all ESPs comply with contractual requirements and regulations, managing renewals and performance reviews. + Proactively address any operational or contractual issues, escalating as needed to ensure full compliance. + Support Employment Service Providers in identifying areas for performance improvement and developing actionable plans. + Address underperformance by working with ESPs to create performance improvement plans aligned with Serco’s strategic goals. + Stay informed about trends and developments in employment services and workforce development sectors. + Use market insights to influence strategies, identify opportunities for improvement, and source new supply chain partners. + Act as a point of escalation for operational and performance-related issues, effectively managing complaints and conflicts. + Resolve issues in a timely and effective manner to maintain high-quality service delivery. + Promote a culture of continuous improvement, innovation, and excellence within the service provider network. **Qualifications** **Education** : + A bachelor’s degree in management, Business Administration, or a related field is preferred. **Experience / Sector Knowledge** : + 5+ years in a senior leadership role within employment services, workforce development, or a related sector. + Experience managing multi-stakeholder partnerships, P&L responsibilities, and contract management is essential. + In-depth knowledge of Ontario´s employment support programs, workforce development, and employability sectors. + Familiarity with education and skills training sectors is an asset. **Skills & Competencies** : + Ability to lead change, optimize service delivery, and develop long-term strategies for continuous improvement. + Proficiency in using data analytics tools to monitor service delivery and performance metrics. + Strong analytical skills with a focus on practical solutions and risk mitigation. + Proven ability to build and maintain relationships with diverse stakeholders, especially marginalized communities. + Fluency in both French and English (written and verbal) is required. + Excellent interpersonal and communication skills, with the ability to inspire collaboration, resolve conflicts, and facilitate discussions. + Ability to develop, communicate, and execute change management strategies. + Experience in fostering a positive organizational culture and driving high performance. + Strong understanding of cross-cultural management and organizational development. + Knowledge of compliance protocols and ability to maintain confidentiality and ensure regulatory compliance. + Must be able to pass a Criminal Record Check (CPIC). **Company Overview** Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ 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: https://www.serco.com/na/careers/benefits-of-choosing-serco .If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, 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 ourApplicant Privacy Policy and Notice (https://www.serco.com/na/privacy-policy) . 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 Agencies@serco-na.com . 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. Click here to apply now (https://careers-sercocanada.icims.com/jobs/67079/employment-services-manager--ontario--bilingual-%28french-and-english%29/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834477830) **New to Serco?** Join our Talent Community! (https://talent.serco-na.com/talentcommunity/signup) **ID** _67079_ **Recruiting Location : Location** _CA-ON-_ **Category** _Operations Management_ **Position Type** _Full-Time_ **Security Clearance** _Other_ **Clearance Details** _Criminal Record Check (CPIC)_ **Telework** _Yes - May Consider Occasional/Part Time Teleworking for this position_