Assistant Service Delivery Manager - Nanaimo

Tenaquip NIS Limited.; Nanaimo; On-site; CAD 65,000 - 70,000; Full time

Benefits offered by this job

Employer matched RRSP

Flexible work environment

Job summary

AKG Canada in Nanaimo seeks an Assistant Service Delivery Manager to lead day-to-day operations in a WorkBC Centre and to support the Service Delivery Manager in achieving program outcomes.

You will coach staff, interpret policy, manage casework, monitor performance, and develop stakeholder relationships to ensure high-quality client service and data-driven improvements.

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• 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.

Skills

Employment services

Labor market trends

Interpersonal skills

Communication skills

MS Office

Web-based systems

Education

Post-secondary degree or diploma

Degree in employment development or HR

Job description

Join a passionate team-based working environment with the opportunity to work with community partners and employers who are dedicated to helping and making a difference in people's lives. Our Employment Services support government-funded programs across Canada empowering all communities through sustainable employment opportunities.

Employer matched RRSP

Flexible work enviroment

Assistant Service Delivery Manager - Nanaimo

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

• 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.

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.