Senior Director, Employment Services

JOB DESCRIPTION

Senior Director, Employment Services

SUMMARY: 

The Senior Director, Employment Services will play a key role in driving client success, staff engagement, employer engagement, service innovation and program performance management at Achev.   The Senior Director will oversee the management and operations at Employment Services (ES) sites across Peel, Toronto, York, and play a key role in stakeholder relations including funder WCG, the Service System Manager (SSM) and other key partners. Reporting to the Vice President, Program & Service Operations (VP, P&S Ops), the Senior Director will provide leadership and support to ES Managers and Coordinators that lead to achievement of Employment Ontario (EO) service delivery targets and performance-based outcomes.   The Senior Director will lead the internal transformation and change management required to sustain the Integrated Employment Services (IES) implementation underway.  They ensure compliance with funder agreements and adherence to the service delivery model. The Senior Director will also work in collaboration with other Programs & Services Directors and senior leadership on strategic initiatives that support a OneAchēv culture. 

About Employment Services (ES) at Achēv:

Achēv operates within Ontario’s Employment Services Transformation model, which integrates client-centered services to support job seekers and employers. As a service provider, Achēv delivers employment programs under the System Service Manager, WCG. The province’s Performance-Based Funding (PBF) model ties funding to outcomes such as sustained employment, incentivizing service excellence and measurable success. This approach ensures accountability while driving continuous improvement in employment support services.

DUTIES & RESPONSIBILITIES:

Operations

• Oversee management and operations of service locations across Peel, Toronto and York (currently seven)
• Work in partnership with the VP P&S Ops and Sr Director Programs and Partnerships, to ensure a successful EO service system transformation in Toronto; continually enhance existing services in Peel and York
• Develop annual business plans with ES management and VP to ensure meeting client service targets for intake, employed outcomes, retention
• Develop, implement, and monitor action plans to support achievement of Performance Based Funding (PBF) targets
• Work with ES team at all levels to identify enhancements to improve engagement and service results
• Represent the ES team and Achēv externally with key stakeholders including funders and employers
• Lead recruitment and onboarding of ES management and frontline staff and transfer of knowledge on operations, budget and reporting systems 
• Provide motivational support to ES Managers, Coordinators, frontline staff; foster an inclusive and supportive environment for all ES staff
• Develop, manage and implement practices, policies and procedures for consistent employment services for all components of ES 
• Conduct performance appraisals and goal setting that support individual growth while aligning with corporate and program objectives
• Ensure effective ongoing communications among staff, community partners and funders
• Maintain key relations with the funder/WCG and Contract Managers  
• Lead annual program business plan development, preparation of quarterly reports, estimate of expenditure reports and other compliance reports as required by WCG and by Achev for continuous improvement strategies.
• Plan, oversee and report on ES budgets; prepare and monitor cashflows & expenses; resolve financial issues with coordinators, managers, finance department and VP.
• Participate in and contribute to organization-wide strategic planning committees and activities
• Identify department-wide and company-wide needs, provide solutions and lead change
• Be a role model for management and staff, fostering support of strategic initiatives and goals
• Develop new business/funding opportunities and present proposals/development plans to drive business growth in conjunction with the Business Development Team
• Identify and propose solutions and mitigate risks 
• Other related duties as assigned

Employer Engagement

• Assess and implement a new Employer Engagement model by incorporating feedback from VP P&S, SVP Client Services, employer survey, consultants, and key stakeholders in EO
• Evaluate current operational structure, staff roles and responsibilities, and skillset, then implement necessary enhancements to support employer engagement outcomes journey
• Provide leadership support and coaching to ensure proper alignment on value proposition and operational rigor on employer engagement and interactions
• Organize and facilitate employer engagement initiatives including committees
• Lead EO team in achieving/exceeding customer service standards; track KPIs related to lead generation, % of leads that are filled, employer satisfaction
• Support Coordinator Employer Services and Employer Liaison teams in generating job placements and achieving job placement targets
• Provide exceptional customer service and professionalism to our employer and community partners and referrals
• Place a high priority on building a reputable employment program through positive interactions, commitment to best practices, upholding network values and delivery of quality services
• Develop a centralized system to manage employer intake and referrals, ensuring a streamlined employer experience
• Implement a model to create continuous employer success relationship, including conducting a business review process to determine how we can best support their business 
• Evaluate business and employer needs, introduce appropriate technology solutions to drive employer engagement and success outcomes.  Examples include: end-to-end process for job vacancy sharing (posting, closing, follow-up, admin, reporting), job and candidate matching
• Lead team on strategies to transition job vacancies to filled positions 
• Champion the planning, promotion and execution of events that engage employers to support them in meeting their labour market needs, including job fairs, roundtable discussions, information sessions, seminars, and advisory councils

QUALIFICATIONS:

• University Degree or College Diploma
• 5 plus years previous management/administration experience is essential with a minimum of 1-2 years of experience in the management of the Employment Services Model and/or former Job Connect Model and/or new System Service Manager (SSM) model (such as WCG)
• Prior experience in working with employers or B2B customer success capacity would be an asset
• Proven written and verbal communication and report writing skills for internal and external communications
• Demonstrated strength in motivating, coaching, problem solving, decision making, hiring and staff development
• Proven ability to implement and meet performance management standards, create procedures and processes for business model improvements and meet outcomes and expectations of funded program agreements
• In-depth knowledge of community/ business services, local networks, local labour market trends, and programs /services that relate to the employment needs of individuals and employers in the GTA
• Interpersonal skills, cultural sensitivity and organizational skills
• Experience administering budgets and financial reporting is essential
• High level of digital literacy. Preference will be given to candidates with in-depth knowledge of the EOIS CAMS system; knowledge of other SSM systems, like Caseflo, would be an asset
• Demonstrated ability to multi-task with proven staff management skills
• Commitment to excellence in innovation and to working within a team environment
• Ability to deliver service in other languages is considered an asset
• Ability to work evenings, weekends or split shifts on occasion, as necessary
• Ability to travel and work out of all Employment Service locations across the GTA

SALARY: $108.000 plus benefits

WORKING CONDITIONS: Hybrid; minimum two days in office (Mississauga)