Senior Manager, Quality

TSA The Salvation Army TSA; London; On-site; CAD 62,000 - 79,000; Full time

Job summary

The Salvation Army is seeking a senior management leader for London Village, responsible for upholding program quality and compliance. This role involves overseeing staff, managing operational initiatives, and maintaining high standards of service delivery in line with the organization's mission and values.

Benefits

Health and dental benefits

Paid vacation and sick time

RRSP contribution

Qualifications

• Minimum 5 years management experience in social services.
• Strong knowledge of applicable legislation.
• Ability to support and promote the Vision, Mission and Values.

Responsibilities

• Oversee hiring process and team management.
• Ensure compliance with governing bodies and QA standards.
• Support development of community programs.

Skills

Interpersonal skills

Communication skills

Problem-solving

Resource management

Education

3-year College or University degree related to human services

Tools

Microsoft Office

Job description

time left to apply End Date: June 9, 2025 (3 days left to apply)

job requisition id JR102404

Who We Are

For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Job Description:

POSITION PURPOSE SUMMARY

Reporting directly to the Associate ED, this position provides senior management-level leadership to the management team of London Village with a focus on program quality.

This role ensures delivery on Program Services including: Meeting TSA and Ministry QA Standards, Program Expansion and meeting service targets, and Promoting the agency's Mission. This position will support the Associate ED in agency/Sector representation, support/lead Program initiatives and special projects, chair program and community meetings as required.

ACCOUNTABILITIES

Direct Supervision

• Oversee the internal hiring process, including assistance with recruitment, interviewing, and selection, to ensure the acquisition of top talent while maintaining compliance with organizational policies and employment regulations
• Participate in the training, supervision, coaching, mentoring and performance management (including discipline and terminations as required) of staff team in conjunction with Directors/other staff as appropriate
• Coordinate and participate in staff recognition events to foster a positive work culture, celebrate achievements, and enhance employee engagement and morale
• Supporting the development of PEAC goals for Managers/Supervisors and completing all PEAC processes
• Create systems to ensure that mandatory trainings are completed, creating oncall schedule, responding to Manager training needs and complaints, etc.
• Ensure adherence to Policies and Procedures;
• maintain and update policies as required to ensure alignment with best practices, regulatory and TSA requirements and operational needs
• Support the elimination/management of risks to ensure care, welfare, safety and security of all the people we support, staff and stakeholders
• Promote, lead and participate in internal committees as assigned
• This role has direct accountability for overseeing execution on all government and TSA compliance and accreditation standards in the Respite, Child Care and ADP programs

Service/Program Delivery

• Support the ED and Directors in ensuring compliance with governing bodies, funders, accreditation standards and all QA measures
• Oversee the Managers'/Supervisors’ activities and review ongoing needs to ensure expectations related to Respite, Child Care and ADP programs are met/exceeded and prepares for audits/compliance/licensing reviews
• Ensure that Service Targets are met/stats are completed and submitted
• Identify, evaluate and plan for resources/professional development needs in response to changing program needs
• Ensure that Policies and Procedures are reviewed annually as mandated by policy/legislated standards
• Collaborate with Directors and Management team in developing/expanding community programs from a holistic perspective
• Follow up on incident reports, serious occurrence reports, complaints and accolades as delegated by the Program Director
• Ensure staff/volunteers/students are promoting agency Mission
• Participate in relevant community meetings
• Serve as the second level responder to any complaints from caregivers/stakeholders to ensure effective working relationships
• Participate in the process of proposal submissions
• Respond to emergencies

Relationship Management

• Communication with stakeholders, members of the Management team, Program teams, caregivers, Sr. Leadership, the people we support
• Participate in meetings/debriefings
• Agency representation as assigned

CRITICAL RELATIONSHIP MANAGEMENT

Internal:

• Management team, the people we support, Program teams, Sr. Leadership

External:

• Caregivers, customers, other agencies, and stakeholders

MANAGERIAL/TECHNICAL LEADERSHIP RESPONSIBILITY

• Reports to Associate ED
• Contribute to the MU’s Strategic and Operational planning activities; report and deliver on major project initiatives
• Manage and oversee the organization's database systems, ensuring data integrity, security, and efficient performance while implementing best practices for maintenance, backup, and optimization
• Oversee the managers' activities and review for ongoing needs to ensure expectations are met/exceeded
• Reporting and delivering on major project initiatives such as, program operational plans, program expansion, advocating to community resources and Sr. Leadership based on program needs, etc.

FINANCIAL AND MATERIALS MANAGEMENT

• Provide recommendations and input on program budgets and hold managers accountable to approved budgets from Sr. Leadership
• Expense signing authority of up to $5,000 for any program needs

WORKING CONDITIONS

• Required to carry a cell phone and may be expected to respond to calls as assigned by senior leadership
• Generally works during regular business hours but will be required to support special events and special projects, flexibility would be required
• Required to provide on call after hours support as part of an established on-call system
• Programs support individuals that may exhibit behavioral issues. Will be required to be trained and certified in NVCI (nonviolent crisis intervention) and First Aid/CPR

The above responsibilities must be discharged in accordance with The Salvation Army's Mission Statement, in a professional manner, exemplifying Christian standards of conduct.

EDUCATION AND EXPERIENCE QUALIFICATIONS

Education, Qualifications and Certifications

• Minimum 3-year College or University degree related to human services or a combination of experience and education deemed equivalent may be considered

Experience and Skilled Knowledge Requirements

• Minimum required 5-years management experience within a social service setting
• Demonstrated experience in change management and project management
• The successful candidate must provide an acceptable Police Records Check (Vulnerable Sector Screening)

Required Skills and Capabilities

• Strong interpersonal and communication skills
• Maintain a strong knowledge of applicable legislation (ie developmental services, child care and seniors services), regulations, and industry standards to ensure organizational compliance and informed decision-making
• Demonstrated relevant understanding of, and compliance with, the Employment Standards Act, Human Rights Act, Labour Relations Act, and other applicable legislation as required
• Understanding of business models
• Demonstrated experience in managing change, holding people accountable, problem solving and decision making, leading others, strategic thinking, resource management, and relationship and network building
• Must have excellent interpersonal communication skills and a collaborative team approach to create a working climate that is positive and mutually supportive
• Demonstrated commitment to continuing professional development
• Ability to support and promote the Vision, Mission and Values of The Salvation Army London Village
• Proficient in Microsoft Office (Word, Excel, Outlook, Teams, PowerPoint) internet research, email and database management, networks, and SharePoint
• Excellent written and verbal communication skills in English

Compensation:

The target hiring range for this position is $62,673.90 to $78,342.38 with a maximum of $94,010.85.

Who We Are

For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Job Description:

POSITION PURPOSE SUMMARY

Reporting directly to the Associate ED, this position provides senior management-level leadership to the management team of London Village with a focus on program quality.

This role ensures delivery on Program Services including: Meeting TSA and Ministry QA Standards, Program Expansion and meeting service targets, and Promoting the agency's Mission. This position will support the Associate ED in agency/Sector representation, support/lead Program initiatives and special projects, chair program and community meetings as required.

ACCOUNTABILITIES

Direct Supervision

• Oversee the internal hiring process, including assistance with recruitment, interviewing, and selection, to ensure the acquisition of top talent while maintaining compliance with organizational policies and employment regulations
• Participate in the training, supervision, coaching, mentoring and performance management (including discipline and terminations as required) of staff team in conjunction with Directors/other staff as appropriate
• Coordinate and participate in staff recognition events to foster a positive work culture, celebrate achievements, and enhance employee engagement and morale
• Supporting the development of PEAC goals for Managers/Supervisors and completing all PEAC processes
• Create systems to ensure that mandatory trainings are completed, creating oncall schedule, responding to Manager training needs and complaints, etc.
• Ensure adherence to Policies and Procedures;
• maintain and update policies as required to ensure alignment with best practices, regulatory and TSA requirements and operational needs
• Support the elimination/management of risks to ensure care, welfare, safety and security of all the people we support, staff and stakeholders
• Promote, lead and participate in internal committees as assigned
• This role has direct accountability for overseeing execution on all government and TSA compliance and accreditation standards in the Respite, Child Care and ADP programs

Service/Program Delivery

• Support the ED and Directors in ensuring compliance with governing bodies, funders, accreditation standards and all QA measures
• Oversee the Managers'/Supervisors’ activities and review ongoing needs to ensure expectations related to Respite, Child Care and ADP programs are met/exceeded and prepares for audits/compliance/licensing reviews
• Ensure that Service Targets are met/stats are completed and submitted
• Identify, evaluate and plan for resources/professional development needs in response to changing program needs
• Ensure that Policies and Procedures are reviewed annually as mandated by policy/legislated standards
• Collaborate with Directors and Management team in developing/expanding community programs from a holistic perspective
• Follow up on incident reports, serious occurrence reports, complaints and accolades as delegated by the Program Director
• Ensure staff/volunteers/students are promoting agency Mission
• Participate in relevant community meetings
• Serve as the second level responder to any complaints from caregivers/stakeholders to ensure effective working relationships
• Participate in the process of proposal submissions
• Respond to emergencies

Relationship Management

• Communication with stakeholders, members of the Management team, Program teams, caregivers, Sr. Leadership, the people we support
• Participate in meetings/debriefings
• Agency representation as assigned

CRITICAL RELATIONSHIP MANAGEMENT

Internal:

• Management team, the people we support, Program teams, Sr. Leadership

External:

• Caregivers, customers, other agencies, and stakeholders

MANAGERIAL/TECHNICAL LEADERSHIP RESPONSIBILITY

• Reports to Associate ED
• Contribute to the MU’s Strategic and Operational planning activities; report and deliver on major project initiatives
• Manage and oversee the organization's database systems, ensuring data integrity, security, and efficient performance while implementing best practices for maintenance, backup, and optimization
• Oversee the managers' activities and review for ongoing needs to ensure expectations are met/exceeded
• Reporting and delivering on major project initiatives such as, program operational plans, program expansion, advocating to community resources and Sr. Leadership based on program needs, etc.

FINANCIAL AND MATERIALS MANAGEMENT

• Provide recommendations and input on program budgets and hold managers accountable to approved budgets from Sr. Leadership
• Expense signing authority of up to $5,000 for any program needs

WORKING CONDITIONS

• Required to carry a cell phone and may be expected to respond to calls as assigned by senior leadership
• Generally works during regular business hours but will be required to support special events and special projects, flexibility would be required
• Required to provide on call after hours support as part of an established on-call system
• Programs support individuals that may exhibit behavioral issues. Will be required to be trained and certified in NVCI (nonviolent crisis intervention) and First Aid/CPR

The above responsibilities must be discharged in accordance with The Salvation Army's Mission Statement, in a professional manner, exemplifying Christian standards of conduct.

EDUCATION AND EXPERIENCE QUALIFICATIONS

Education, Qualifications and Certifications

• Minimum 3-year College or University degree related to human services or a combination of experience and education deemed equivalent may be considered

Experience and Skilled Knowledge Requirements

• Minimum required 5-years management experience within a social service setting
• Demonstrated experience in change management and project management
• The successful candidate must provide an acceptable Police Records Check (Vulnerable Sector Screening)

Required Skills and Capabilities

• Strong interpersonal and communication skills
• Maintain a strong knowledge of applicable legislation (ie developmental services, child care and seniors services), regulations, and industry standards to ensure organizational compliance and informed decision-making
• Demonstrated relevant understanding of, and compliance with, the Employment Standards Act, Human Rights Act, Labour Relations Act, and other applicable legislation as required
• Understanding of business models
• Demonstrated experience in managing change, holding people accountable, problem solving and decision making, leading others, strategic thinking, resource management, and relationship and network building
• Must have excellent interpersonal communication skills and a collaborative team approach to create a working climate that is positive and mutually supportive
• Demonstrated commitment to continuing professional development
• Ability to support and promote the Vision, Mission and Values of The Salvation Army London Village

• Proficient in Microsoft Office (Word, Excel, Outlook, Teams, PowerPoint) internet research, email and database management, networks, and SharePoint
• Excellent written and verbal communication skills in English

Annual Salary: $77,000

Compensation:

The target hiring range for this position is $62,673.90 to $78,342.38 with a maximum of $94,010.85.

Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

The Salvation Army will provide reasonable accommodation upon request. Please email [e-mail] if you have a need for any accommodation and we will be pleased to discuss this with you.

About Us

Our employees are motivated by the fulfillment and meaning they experience as they serve people in need across Canada and Bermuda. Whether at the front-lines or in a support role, as part of our team you’ll work alongside a diverse and skilled group of purpose-driven professionals, empowered to provide exceptional service.

We deeply value the relationships we build in the workplace, as well as the opportunities given to us such as the potential to experience flexibility at work, receive health and dental benefits, paid vacation and sick time, RRSP’s, as well as to expand our skills and advance our careers as together we build a culture of continuous learning and growth.

If you're looking for a career that allows you to find meaning, make an impact, and one that challenges you to grow and become the best version of yourself, join our dynamic team. There is a place for everyone to belong at The Salvation Army.