The successful candidate will oversee and manage the WorkBC North Vancouver Catchment (WorkBC Centre and the WorkBC Immigrant Permanent Physical location), and will provide guidance and support to direct and indirect reports. The Senior Operations Manager (SOM) is accountable for the overall operation of their program with major focuses on supporting staff, providing participant-centered services, achieving program deliverables and establishing and maintaining community, partner and funder relationships.  

What you’ll be doing: 

• Work closely with the WorkBC Centre Management team to oversee day to day operations of the North Vancouver catchment including the WorkBC Centre and the WorkBC Immigrant Permanent Physical location 

• Work collaboratively with Centre Management to provide day to day support to an interdisciplinary team of staff; including implementing best practices to ensure the requirements for the WorkBC Program are met/exceeded as per the contractual obligations with the Ministry 

• Oversee in-person, virtual, and outreach service delivery including service wait times  

• Recruit, hire and supervise staff including the Office Manager, Job Developers, and Resource/Facilitation team; support the Manager of Case Management Services in hiring and supervising Case Managers 

• Develop training plans for new staff using existing frameworks and conduct and coordinate training onsite that aligns with training plans and ensures that staff complete required training activities 

• Lead, coach and motivate staff to attain program objectives, meet key performance deliverables, ensure effective and consistent interpretation of policy and it’s application, and to retain engaged employees 

• Build and maintain effective relationships with government officials, community leaders, partner organizations and hiring companies with the ability to articulate WorkBC’s services, priorities, and impact on the community 

• Oversee budgets including the achievement of revenue and spending targets, and create and modify forecasts with rationales to explain spending trends  

• Work collaboratively with Directors and other Senior Operations Managers to ensure consistency regarding client service delivery, policies, procedures, quality improvement, and billings 

• Support clients and staff when faced with difficult situations and/or act as a key contact for issue resolution 

• Liaise with the Centre’s designated Ministry representative to discuss program deliverables, participant complaints, and Ministry feedback 

• Complete Ministerial and organizational monthly/annual reports, including reconciliations, score cards, annual business plans, community and employer outreach plans, board reports, and other reports as required 

• Evaluate the program regularly through the review of data and information to ensure accountability and success and provide advice and support to Centre Management and staff on best practices and identified areas for improvement 

• Ensure all staff are informed of Ministry system enhancements and policy updates; provide policy interpretations and system troubleshooting for staff 

• Work closely with the Office Manager and Administrative team to ensure vendor invoices are coded, signed and sent to head office in a timely manner 

• Review, provide feedback and ensure policy compliance for Skills Training applications, Self-Employment applications, Wage Subsidy referrals and other services funded through WorkBC 

• Assist with marketing and community outreach plans for the Centre including planning and conducting employer events and hiring fairs by working in conjunction with the YWCA WorkBC Marketing Team and Directors 

• Represent North Vancouver WorkBC and the YWCA through participation in community tables, partnerships, events and meetings 

• Adhere to onsite Health and Safety Procedures, CARF standards and all external regulatory bodies 

• Other duties as required  

What you’ll need: 

• 3-5 years of direct management experience in a social service setting working with staff and participants  

• A valid clear criminal record check (including working with vulnerable populations) is required.  

• Experience coaching, mentoring, training and supervising staff who are working with complex and multi-faceted client issues  

• A demonstrated positive attitude – adaptable, comfortable with change, ability to cultivate a positive team culture  

• Creative problem solver with an excellent eye for detail  

• Ability to interpret contracts/policy, analyze complex problems and present solutions  

• Strong computer skills in Microsoft Office applications, video conferencing software, social media platforms 

• Proven skills in time management, organization & team leadership  

• Knowledge of career development practice, ethics and theories 

• Ability to work management hours – occasional weekends and evenings  

• Ability to tailor written and verbal messaging to effectively communicate with various audiences (participants, partners, community members, funders – government and donors) 

• The YWCA Metro Vancouver’s COVID-19 vaccination policy is currently suspended and as a result, vaccination from COVID-19 is not required at this time. However, should circumstances change and the YWCA deem it necessary to reintroduce such policy, you may be required to provide proof of vaccination against COVID-19 in order to be eligible to continue performing your duties. 

Bonus qualities (but not required) 

• Valid BC Driver’s License and access to a reliable vehicle 

• Knowledge of government databases 

• Trauma Informed Practice and Motivational Interviewing training  

• Valid First Aid certificate  

What we offer:  We offer our eligible employees the following benefits as part of their total compensation package: 

• Extended medical and dental benefits  

• A defined benefit pension plan 

• Flexible working arrangements for applicable positions 

• Employee Family Assistance Program, a confidential and voluntary support service for employees and their eligible family members 

• Free staff membership to our Health + Fitness Centre, discounts at our YWCA Hotel and priority in YWCA Child Care centres 

• Pay Rate: $43.48 

• A workplace that prioritizes employee health, safety and wellbeing, including many learning and growth opportunities such as our staff mentorship program and three equity committees who help to support our goals towards achieving meaningful equity and inclusion.