Branch Manager

VPI Employment Services; Hamilton; On-site; CAD 70,000 - 95,000; Full time

Job summary

VPI Employment Services in Ontario is seeking a Branch Manager to lead the day-to-day operations of the branch, drive performance, and ensure funding targets are met.

You will coach and develop staff, build strong relationships with employers and community partners, monitor KPIs, maintain compliance, and foster a professional, client‑focused workplace culture.

Qualifications

• Proven leadership experience coaching, motivating, and developing staff.
• Experience in government-funded employment services or social services is an asset.
• Proven ability to manage operational performance against KPIs and service standards.
• Strong analytical, problem-solving, and attention-to-detail skills with data review and audit readiness.
• Excellent organizational, time management, and prioritization skills.
• Strong decision-making and judgment skills for complex operational matters.
• Excellent verbal and written communication with employees, leadership, and stakeholders.
• Strong interpersonal skills and ability to collaborate with community organizations and employers.
• Experience coaching employees and providing constructive feedback.
• Ability to work independently, take ownership, and drive branch performance.
• Strong understanding of customer service principles and delivering a positive client experience.
• Comfortable using technology and reporting tools to support decisions.
• Experience in a unionized environment is an asset.
• Demonstrates integrity, resilience, and strong work ethic.

Responsibilities

• Lead branch staff to deliver Employment Services and achieve performance expectations.
• Develop and execute branch plans aligned with goals, policies, funder requirements, and KPIs.
• Ensure targets are met by monitoring performance and adjusting plans as needed.
• Track, analyze, and report branch performance, risks, and outcomes to Senior Management.
• Oversee file audits, case management, documentation, and compliance.
• Manage client complaints and report trends to support continuous improvement.
• Build relationships with community partners, employers, and service providers.
• Maintain awareness of local labour market trends and opportunities.
• Collaborate with HR on recruitment, onboarding, and performance management.
• Lead staff onboarding, training, coaching, and performance management.
• Promote Core Values and a professional, client-focused workplace culture.
• Ensure staffing, scheduling, and branch coverage to meet needs.
• Maintain health and safety standards and address concerns.
• Identify risks and implement corrective actions with leadership.
• Oversee overall branch performance and day-to-day operations.

Skills

Leadership

KPI management

Stakeholder management

Analytical skills

Organizational skills

Communication skills

Coaching

Customer service

Problem solving

Initiative

Independent work

Union experience

Tools

Case management systems

Job description

VPI is a Service Provider for Employment Ontario, which is funded by the Ontario Government to support jobseekers and employers. VPI has been delivering employment programs for more than 30 years. We are based in Mississauga and have 17 branches across Southern Ontario. Our organizational values rest on 4-pillars which are Ethics, Passion, Innovation, and Courage which support the desire and passion to make a positive and sustainable impact for the individuals we serve.

VPI Employment Services embraces and encourages inclusivity and diversity in the workplace. We are committed to providing accessible employment practices and creating a work environment that encourages and supports our team members be their authentic selves.

We are seeking out individuals who have the passion and drive to make a positive and sustainable impact for the individuals we serve. Providing exceptional client experience; creating an environment where clients feel safe, heard, supported, and see progression with skill development, and life stabilization support, leading to sustainable employment and career development.

This position is to fill an existing vacancy.

Job Purpose

The Branch Manager is responsible for the day-to-day operation of the branch and for ensuring key performance indicators, as set out internally by the organization and by the government funder, are being met. The BM is accountable for the success of the public partnerships' programs, ensuring that funding is secured each fiscal and for overall success of the branch.

Key Job Functions

• Provides leadership and direction to branch staff to ensure effective Employment Services delivery and achievement of performance expectations.
• Develops and executes branch plans aligned with organizational goals, policies, funder requirements, and KPIs to ensure consistent and effective service delivery.
• Ensures monthly, quarterly, and fiscal targets are met by monitoring performance and adjusting staff expectations and action plans as needed.
• Tracks, analyzes, and reports branch performance, risks, and outcomes to Senior Management.
• Oversees file audits, case management, documentation, and follow-up to ensure accuracy, quality, and compliance.
• Manages client complaints and service concerns to ensure timely resolution, and reports complaints, compliments, and key trends to Senior Management to support continuous improvement.
• Builds and maintains relationships with community partners, employers, service providers, and other stakeholders to support referrals, collaboration, and client outcomes.
• Maintains awareness of local labour market trends, community needs, and potential business opportunities.
• Collaborates with Human Resources on recruitment, onboarding, performance management, and employee relations.
• Leads staff onboarding, training, coaching, development, and performance management, including disciplinary processes where required.
• Promotes the organization’s Core Values and fosters a professional, accountable, and client-focused workplace culture.
• Ensures appropriate staffing, scheduling, and branch coverage to support operational and client needs.
• Maintains health and safety standards and addresses identified concerns.
• Identifies operational, compliance, staffing, and performance risks and collaborates with Senior Management to implement appropriate corrective actions.
• Oversees the overall performance and day-to-day operations of the branch.

Experience, Education, Skills and Knowledge

• Demonstrated leadership experience with the ability to coach, motivate, develop, and hold employees accountable for performance.
• Experience working within a government-funded, employment services, social services, or performance-driven environment is considered an asset.
• Proven ability to manage operational and program performance against established targets, key performance indicators (KPIs), and service standards.
• Strong analytical, problem-solving, and attention-to-detail skills, with the ability to review performance data, identify trends or gaps, implement corrective actions, and maintain accurate documentation, quality standards, compliance, and audit readiness.
• Excellent organizational, time management, and prioritization skills, with the ability to manage multiple competing priorities in a fast-paced environment.
• Strong decision-making and judgment skills, including the ability to address complex operational, employee, and client-related matters effectively.
• Excellent verbal and written communication skills, with the ability to communicate expectations clearly and professionally with employees, senior leadership, clients, community partners, and other stakeholders.
• Strong interpersonal and relationship-building skills, with demonstrated ability to establish and maintain effective partnerships with community organizations, employers, job seekers, and other stakeholders.
• Experience coaching employees, providing constructive feedback, addressing performance concerns, and supporting continuous employee development.
• Demonstrated ability to work independently, exercise initiative, and take ownership and accountability for branch performance and operational outcomes.
• Strong understanding of customer service principles and a commitment to delivering a positive client experience.
• Comfortable using technology, reporting tools, case management systems, and performance data to support operational decision-making.
• Experience working in a unionized environment and applying collective agreement provisions is considered an asset
• Demonstrates integrity, professionalism, resilience, adaptability, and a strong work ethic.