Under the general supervision of the Senior Operations Manager, the Operations Manager is responsible for overseeing staffing and performance management of the WorkBC centre. To achieve optimal results, the successful candidate will work closely with lead staff in the centre, and across additional teams to monitor outcomes, and ensure adherence to all contractual obligations. Working collaboratively with the Senior Operations Manager, Managers, and lead Staff the candidate will work to create and maintain consistency in clients’ service, policies, procedures, quality assurance, and billables. Liaising with Ministry representatives and completing reports required on a monthly, quarterly and annual basis.

What you’ll be doing:

• Work Closely with the WorkBC Centre lead Staff to oversee day-to-day operations of the Centre including implementing best practices to ensure the requirements for the WorkBC program are met/exceeded as per the contractual obligations with the Ministry
• Evaluate the program regularly to ensure accountability and success
• With the support of the Quality Improvement team, perform regular quality assurance audits through ICM and hard file reviews
• Work collaboratively with the management teams and staff to ensure consistency regarding clients' service, policies, procedures, quality assurance, and billable
• Identify system improvements and create implementation plans
• Guide, train, and support staff when faced with difficult situations or when dealing with complaints and support in the implementation of the issue resolution process when necessary. Act as the contact person for clients who have concerns or complaints based on the stage of the issue resolution process
• Liaison with the Centre’s designated CAPA (Project Officer) or Ministry’s representative
• Complete ministerial and organizational monthly/annual reports, including forecasts, billings, Annual Business Plan, Business Continuity Plan, Community and Employer Outreach Plan, Board Reports, and additional reports as required
• With the support of the Quality Improvement team, ensure all staff are informed of ICM enhancements and policy updates; provide daily ICM troubleshooting for staff
• Oversee and manage in-person and virtual client services and applications
• Work closely with the Office Manager and Administrative team to ensure vendor invoices are coded, signed, and sent to the appropriate department in a timely manner
• Review and provide feedback and guidance to lead staff  to ensure policy compliance for clients’ skills training applications, self-employment applications, wage subsidy referrals, and other services provided through WorkBC
• Hire, schedule, and supervise Staff; including Office Manager, Case Manager Coordinator, Job Developers, and Facilitation/Resource Advisor team; also support direct reports with the recruitment of their direct reports' vacant positions
• Assist with planning and conducting employer events, hiring fairs, and marketing and community outreach plans for the Centre by working in conjunction with the YWCA WorkBC Marketing Team, catchment Managers, and Directors
• Ensure onsite Health and Safety Procedures are adhered to
• Other duties as assigned

What you’ll need:

• Post-secondary education, 3-5 years of experience working in a related field, or a combination of education and/or experience
• WorkBC experience and knowledge of ICM will be considered an asset
• Knowledge of the Community is a strong asset
• Ability to work management hours – occasional weekends and evenings
• Able to manage a team in person and virtually
• Ability to work in person on full-time basis
• Financial management experience and ability to understand complex financial models
• Demonstrated leadership and conflict management skills
• Excellent verbal and written communication skills with partners, the community, the Ministry, and YWCA staff as well as proven ability to write reports
• Excellent attention to detail and effective monitoring of systems and staff
• Valid BC Driver’s License and access to a reliable vehicle is an asset
• Significant business planning and implementation skills required
• A valid criminal record check (including working with vulnerable populations) is required

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.

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