Manager, Employment Services Operations (HS233)

Summary of Duties

Reporting to the Director, London Regional Employment Services, the Manager, Employment Services Operations will be responsible for the successful delivery of Employment Services across the London catchment area (City of London, County of Middlesex, County of Elgin and County of Oxford) in accordance with local and provincial requirements. This position manages a team of Employment Program Coordinators and is responsible for oversight of service provider contracts as well as working with key employment and economic development partners across the region to ensure an employment services program that meets the unique needs of job seekers and employers, while adhering to the contract requirements of the Ministry of Labour, Immigration, Training and Skills Development.

Work Performed

• Provide operational oversight in the coordination, delivery and promotion of employment services across the London catchment area that contribute to the implementation of Employment Services System that meets requirements of the Ministry of Labour, Immigration, Training and Skills Development and aligns with Council’s Strategic Plan.
• Provide leadership in the execution and delivery of services and programs in the following areas of accountability:
  • Support the operationalization of the Employment Service System by providing oversight and monitoring in the planning and maintenance of service contracts to ensure employment agencies meet provincial and municipal standards for client service delivery.
  • Maintain awareness of pertinent legislation and adapt policies and procedures accordingly.
  • Lead the supply and delivery of services through service delivery partners to ensure a high performing and improving provision of services in the London catchment area according to contract requirements and to ensure services are being delivered effectively and efficiently.
  • Manage the development and implementation of contracted service agreements with key service delivery partners and local employment and economic development partners and support Employment Program Coordinators as required with ongoing relationship management.
  • Advance the strengths of employment agencies, partners and community capacity to support the strategic directions of City Council and the Province of Ontario with the development and implementation of new, creative and collaborative approaches to the delivery of employment services.
  • Work closely with leadership in organizations and ministries to develop and maintain strategic working relationships to ensure the necessary services are being delivered in a high quality, accessible and inclusive way.
  • Develop and maintain effective partnerships with service providers within the London catchment area, ensuring service provider processes and procedures are in place and reviewed regularly to satisfy contractual obligations, quality requirements, financial controls and customer delivery standards.
  • Maintain accurate and organized records to ensure program deliverables and projects remain up to date and on time.
• Provide updates, information and recommendations to the Director, London Regional Employment Services on priorities with responsibility to operationalize identified goals and strategies.
• Implement strategies to track performance measures for Division deliverables, using appropriate data collection and analytics.
• Responsible for managing employees including hiring, coaching, administration, and performance aspects of reporting employees. Respond to sensitive and confidential human resource issues as required.
• Build and support employee commitment to a high level of performance in all areas of customer service, employee safety and delivery of individual goals and objectives.
• Encourage and support employee participation and commitment to divisional and organizational objectives. Actively mentor, provide development opportunities and build team performance with direct reports.
• Promote and foster working relationships with employees and bargaining units and ensure consistent application of the collective agreements.
• Fairly and consistently administer provisions of various collective agreements to promote resolution of grievances.
• Engage in opportunities to work across Divisions and Service Areas in support of enterprise-wide collaboration.
• Assist with reports for Council, various Committees and the Ministry as required.
• Identify, recommend, adapt and implement innovative and effective work practices and procedures to improve service delivery and the business responsibilities of the team.
• Recommend and develop processes and tools needed to increase efficiencies and improve the effectiveness of services provided by the Division.
• Responsible for performance management of the Employment Services program, using appropriate data collection and analytics.
• Provide input to the development of the annual operation budget for the Division.
• Participate as directed on City of London and partner organization committees, projects, special assignments and teams.
• Demonstrate commitment to anti-racism, anti-oppression, and human rights through interactions with employment and economic development partners, employees and individuals and implementation of policies, programs and protocols that reflect this commitment.
• Demonstrate commitment and adherence to Health and Safety legislation and programs; and actively promote a culture of safety with direct reports.

Qualifications/Experience

• Completion of a University Degree in Social Sciences, Business or Public Administration or related field; combined with a minimum of three years related experience or equivalent combination of education and related professional and lived community experience.
• Three to five years leadership or supervisory experience with demonstrated experience leading a team.

Skills and abilities in the following areas are necessary:

• Proven leadership abilities in relationship management and partnership development demonstrating collaborative approaches and strong capacity building.
• Demonstrated knowledge and understanding of the employment programs and services within the London catchment area and how the work of the area aligns with the objectives of the Ontario Ministry of Labour, Immigration, Training and Skills Development and the City’s Strategic Plan.
• Demonstrated analytical and business planning skills with a proven track record for effectively implementing and monitoring programs and services.
• Demonstrated positive and proactive leadership capabilities, adept at leading a group of employees, contracted services and consultants; demonstrated commitment to developing high performance teams.
• Demonstrated ability to inspire the people they lead through productive and honest dialogue, with personal integrity and actions.
• Ability to be a trusted advisor and/or advocate in sensitive and/or emotionally charged situations.
• Demonstrated perseverance and resilience in addressing and escalating as required, challenges and emergent issues.
• Proven commitment to the safety of employees with knowledge of the Occupational Health and Safety Act and applicable regulations as it relates to the position.
• Ability to provide a high level of attention to detail, make sense of data and solve problems.
• Demonstrated time management and organizational skills.
• Strong verbal, written, interpersonal, communication, facilitation, and presentation skills; demonstrated political acumen.
• Ability to understand the importance of service delivery; develop and implement initiatives that support the Unit’s customers in a timely and effective way.
• Demonstrated effective interpersonal and customer services skills, including conflict resolution and problem solving; demonstrated ability to effectively communicate with diverse populations within the community; experience working collaboratively with organizations, clients, and other shareholders.
• Computer literacy in Microsoft Office – Excel, and related software and database applications.

Compensation and Other Information

$85,950 to $112,241

This position is being filled on a temporary basis for up to two years.

As an inclusive employer, we are committed to providing a fully accessible recruitment process. Please contact us at any time during the recruitment process and let us know what accessible supports you may need.