Assistant Service Delivery Manager

AKG Canada; Victoria; On-site; CAD 65,000 - 70,000; Full time

Job summary

Join AKG Canada as an Assistant Service Delivery Manager in Victoria, where you will lead the operational services of a WorkBC Centre. This role focuses on delivering high-quality employment services, managing staff coaching, and ensuring program compliance, making a meaningful impact on diverse client groups. Ideal candidates will have a strong background in employment services and proven leadership abilities.

Qualifications

• 5+ years of experience in employment services.
• 3+ years in a leadership role.

Responsibilities

• Provide coaching to WorkBC Centre staff.
• Oversee case management and service delivery.
• Administer financial supports according to policies.

Skills

Leadership

Interpersonal skills

Communication

Technology skills

Education

Post-secondary degree or diploma

Tools

MS Office

Job description

Assistant Service Delivery Manager - BordenVictoria

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Overview

Consistently working with and supporting the Service Delivery Manager and team in the attainment of our AKG Canada vision andvalues, the Service Delivery Assistant Manager position requires a highly competent employment services practitioner, who will successfully focus on the direct management of the ‘day to day’ operational services provided within a WorkBC Centre; in order to successfully meet the required and identified program outcomes and objectives. This includes, but is not limited to: providing problem solving techniques to the team in order to meet required service levels, ensuring consistent, superior client service experiences, and supervising the reception, self-serve, case management and case managed services of the WorkBC Employment Services program. With a clear and comprehensive understanding of applicable policy, this role is responsible for the day to day service delivery needs of the team as required for the ongoing and efficient running, and ongoing stakeholder satisfaction, in support of the required outcomes of the program.

Responsibilities

Coaching and Support

• Provide coaching and daily operational support to WorkBC Centre staff.
• Assist with policy interpretation and ensure compliance with WorkBC contracts.
• Support quality management and attend team, subcontractor, and partner meetings.
• Develop and maintain strong relationships with internal and external stakeholders.

Service Delivery:

• Oversee case management and self-serve operations to ensure high-quality service.
• Monitor service levels, manage caseloads, and conduct regular audits.
• Provide training and guidance to ensure effective service for diverse client groups.
• Organize workshops and ensure alignment with labour market needs.

Policy/Process Administration:

• Administer financial supports and ensure compliance with WorkBC policies.
• Review and analyze statistical and performance reports to improve service delivery.
• Collaborate with operational teams to ensure data quality and program outcome standards.

Qualifications

• Proven leadership competencies.
• Strong knowledge of employment services and labor market trends.
• Experience working with individuals facing complex barriers.
• Excellent interpersonal and communication skills.
• Strong technology skills, including proficiency with MS Office and web-based systems.

Knowledge and Experience

• Post-secondary degree or diploma in relevant fields (e.g., employment development, counseling, human resources).
• 5+ years of related experience in employment services or support services.
• 3+ years of progressive leadership experience in a similar field.
• Knowledge of diverse cultural backgrounds and ability to work with inclusion groups.
• Professional certification (e.g., CCDP, RRP) preferred.

Employment Level

Full-time

Wage Range

$65,000.00 - $70,000.00

Work Conditions

On-site in an office environment

Eligibility Statement

Open to all those eligible to work in Canada.

Equity Statement

We are committed to fostering a diverse and inclusive workplace. We believe that diversity of thought, background, and experience strengthens our team and drives innovation. We are dedicated to creating an environment where everyone feels valued, respected, and supported.