Service Design Specialist
Company Description
We believe in the power of work. Since 1994, we’ve been partnering with governments and local agencies across Canada to create sustainable employment opportunities for people, businesses and communities. We understand that work gives hope, strengthens relationships and drives economic growth
Job Description
About the role
Location: Remote - Canada
Status: 6-Month Fixed Term
Travel Expectations: As required for meetings/events within Canada
Like WCG, you believe in the power of work. As the Service Design Specialist, you’ll be responsible for analyzing data and feedback, and systemize initiatives. You will provide support, build guides, processes and tools to develop solutions to ensure contractual KPIs are met and to support quality and improvement.
What you’ll do
Ensure systems and processes are developed to maximize the efficiency of program resources
Continuously enhance the Service Management Framework and Service Delivery Model that guides Service Providers including service delivery policies, customer service standards and key performance indicators
Design and document internal business processes, including engaging Subject Matter Experts (SMEs), approval, and deployment
Design and maintain all program supporting documentation, including jobseeker and employer forms, systems user guides, etc
Support the Customer Satisfaction Framework including feedback mechanism, analysis, and reporting requirements to feed continuous improvement plans
Monitor policy and regulatory updates to ensure changes are reported and incorporated in all policy and procedure documentation
Qualifications
What you bring
3+ years Employment/Vocational Services business management experience
Advanced understanding of, and experience working in and managing, government funded contracts ideally related to workforce development services
Broad knowledge of community service operations, quality assurance, outcome management, and planning in human services
Demonstrated experience developing operating processes and establishing performance standards
Strong presentation and facilitation skills
Exceptional communication skills with the ability to translate complex contractual documents into simplified guidelines and procedures.
Excellent organization, administrative and time management skills; ability to prioritize duties
Highly motivated; works well in a team environment with excellent interpersonal skills
Advanced MS Office and Adobe skills
Flexibility and the ability to work in different locations and travel as required
Criminal record check required
Preferred Criteria
Information Mapping Professional (IMP) certification or equivalent
Project Management Professional (PMP) certification or equivalent
Certified change Management Professional (CCMP) certification or equivalent
Bilingual (French & English)
A post-secondary diploma or degree in business, social services, or related discipline
For complete job requirements, see the full Job Description here
Additional Information
What we offer
Competitive salary of $65,000 - $ 75,000 per year (based on full-time hours)
Ongoing learning and development opportunities
Generous time-off policies that promote work/life balance
A diverse and inclusive workplace with a track record of high employee engagement and teamwork
The opportunity to do work that makes a difference!
ICWCGEOSD
Diversity, Equity, Inclusion and Belonging Matter
WCG is strengthened by diversity. We are committed to achieving a workplace that is equitable and representative of Canada’s diverse population. We actively work to attract, develop, and retain employees from diverse and equity-deserving backgrounds who have exceptional ability and the desire to make a difference. We continuously strive to support individual needs and differences in a work environment that is built on inclusivity and respect for everyone.
WCG is committed to providing an accessible, barrier free recruitment and selection process. If contacted for an employment opportunity, please advise us if you require accommodation in advance of any part of the recruitment and selection process.
Passion and Lived Experience Matter!
If you don’t quite have the above credentials but feel passionate about this role and your ability to do it successfully, please APPLY ANYWAY! Tell us in your application why you believe you would be a great fit. We believe in developing talent and have a wide range of opportunities to support passionate team members as they grow towards their employment goals.
About the job
Apply for this position
Service Design Specialist
Company Description
We believe in the power of work. Since 1994, we’ve been partnering with governments and local agencies across Canada to create sustainable employment opportunities for people, businesses and communities. We understand that work gives hope, strengthens relationships and drives economic growth
Job Description
About the role
Location: Remote - Canada
Status: 6-Month Fixed Term
Travel Expectations: As required for meetings/events within Canada
Like WCG, you believe in the power of work. As the Service Design Specialist, you’ll be responsible for analyzing data and feedback, and systemize initiatives. You will provide support, build guides, processes and tools to develop solutions to ensure contractual KPIs are met and to support quality and improvement.
What you’ll do
Ensure systems and processes are developed to maximize the efficiency of program resources
Continuously enhance the Service Management Framework and Service Delivery Model that guides Service Providers including service delivery policies, customer service standards and key performance indicators
Design and document internal business processes, including engaging Subject Matter Experts (SMEs), approval, and deployment
Design and maintain all program supporting documentation, including jobseeker and employer forms, systems user guides, etc
Support the Customer Satisfaction Framework including feedback mechanism, analysis, and reporting requirements to feed continuous improvement plans
Monitor policy and regulatory updates to ensure changes are reported and incorporated in all policy and procedure documentation
Qualifications
What you bring
3+ years Employment/Vocational Services business management experience
Advanced understanding of, and experience working in and managing, government funded contracts ideally related to workforce development services
Broad knowledge of community service operations, quality assurance, outcome management, and planning in human services
Demonstrated experience developing operating processes and establishing performance standards
Strong presentation and facilitation skills
Exceptional communication skills with the ability to translate complex contractual documents into simplified guidelines and procedures.
Excellent organization, administrative and time management skills; ability to prioritize duties
Highly motivated; works well in a team environment with excellent interpersonal skills
Advanced MS Office and Adobe skills
Flexibility and the ability to work in different locations and travel as required
Criminal record check required
Preferred Criteria
Information Mapping Professional (IMP) certification or equivalent
Project Management Professional (PMP) certification or equivalent
Certified change Management Professional (CCMP) certification or equivalent
Bilingual (French & English)
A post-secondary diploma or degree in business, social services, or related discipline
For complete job requirements, see the full Job Description here
Additional Information
What we offer
Competitive salary of $65,000 - $ 75,000 per year (based on full-time hours)
Ongoing learning and development opportunities
Generous time-off policies that promote work/life balance
A diverse and inclusive workplace with a track record of high employee engagement and teamwork
The opportunity to do work that makes a difference!
ICWCGEOSD
Diversity, Equity, Inclusion and Belonging Matter
WCG is strengthened by diversity. We are committed to achieving a workplace that is equitable and representative of Canada’s diverse population. We actively work to attract, develop, and retain employees from diverse and equity-deserving backgrounds who have exceptional ability and the desire to make a difference. We continuously strive to support individual needs and differences in a work environment that is built on inclusivity and respect for everyone.
WCG is committed to providing an accessible, barrier free recruitment and selection process. If contacted for an employment opportunity, please advise us if you require accommodation in advance of any part of the recruitment and selection process.
Passion and Lived Experience Matter!
If you don’t quite have the above credentials but feel passionate about this role and your ability to do it successfully, please APPLY ANYWAY! Tell us in your application why you believe you would be a great fit. We believe in developing talent and have a wide range of opportunities to support passionate team members as they grow towards their employment goals.