We're Hiring at Fedcap Canada. Join us as a Director of Support Services! Salary starts at $115k (CAD). Fedcap Canada is excited to play an integral part in the transformation of Ontario’s Employment Services system in its role as the Service System Manager for multiple catchment areas. Fedcap Canada employees will work in partnership with service partners focused on providing tailored support for unemployed people, including those with disabilities, on their journey towards employment and into sustainable work. Our goals are to enhance local capacity while amplifying the good work and best practices already underway.

 

JOB SUMMARY   

To oversee day-to-day operations of the Support Services team at Fedcap Canada, ensuring that support provided meets the needs of the business as well as the Service Provider network. As part of the Senior Leadership team, oversee and support change strategies, assess needs, and plan and prioritize central support services enabling the business to deliver its objectives and achieve the best possible outcomes.

Salary: $115k (CAD) - $145K (CAD)

ESSENTIAL FUNCTIONS

Oversee the Quality Assurance department, managing deliverables and responsibilities and ensuring accuracy of work and internal SLAs / timelines are adhered to. Identify ongoing areas of quality assessment needed in all aspects of the business and oversee its execution and implementation.  Oversee the Learning & Development department, setting priorities and ensuring internal staff and Service Provider staff are presented with relevant and timely training that moves performance forward. Provide strategic direction and oversee data analysis staff, managing workloads and ensuring strong response times and accuracy. Lead for risk management and complaint processes across all program areas. Draft/revise contracts when needed and oversee all contract execution functions. Develop and maintain successful relationships with key internal stakeholders (in particular, Service Delivery, Finance, and Operations) through influencing and challenging the status quo to continuously improve our processes and improve performance. Responsible for monitoring and maintaining all aspects of ISO9001 compliance across the business and ensuring departmental compliance with requirements. Develop and maintain successful relationships with key external stakeholders including the Ministry, Service Providers, and other SSMs. Acts as a key contact with the Ministry. Oversee the delivery of projects and programs to time, cost, and quality, acting as a point of escalation and corporate gatekeeper to ensure the business fully realizes the benefits of interventions so that all support activity delivers the best possible value for money. Ensure compliance with our company policies (including Health & Safety, Safeguarding, and Data Security) to ensure a safe working environment for all employees and customers.

Required Education and Job Experience

Undergraduate degree in Economic Development, Business, Commerce, Marketing, Economics or related discipline. An equivalent combination of education and experience may be considered. A Master’s degree in Economic Development, Business, Commerce, Marketing, Economics, or a related discipline is preferred. 8-10 years of senior management experience in complex/diverse business environments and not-for-profit management in a complex multi-stakeholder environment.

Knowledge, Skills, and Abilities

Demonstrable knowledge of  Mission, vision, and goals of Fedcap Canada and execution of relevant policies and procedures. Strong organizational, administration, presentation, and communication skills (both verbal and written). Demonstrable ability to  Work cooperatively with others on a team. Be accurate and a precise attention to detail. Build strong interpersonal relationships with internal and external stakeholders. Maintain the highest level of confidentiality, integrity, and ethical practice. Navigate complex and/or difficult situations and bring about positive resolutions within the scope of responsibilities.

Fedcap Canada provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, provincial or local laws. 

Fedcap Canada warmly welcomes people with disabilities to join our diverse team and seeks to ensure an accessible hiring process as per the AODA Employment Standard. Please let the recruiter know if you require any accommodations, including but not limited to documents in accessible formats or accommodations during interviews.