Job Description
Service Design Specialist (Remote – Canada)
Job Category: Operations
Requisition Number: SERVI001806
Posting Details
- Full-Time
- LocationsShowing 1 locationCanada – Home Office
Toronto, ON, CAN
Job Details
Description
Program: Employment Services
Location: Remote – Canada
Who we’re looking for
Service Design Specialist
Like WCG, you believe in the power of work to transform lives. As a Service Design Specialist, you’ll be responsible for analyzing data and feedback. You will oversee systemizing initiatives, provide support and guidance around processes, tools and developing solutions to ensure that contractual KPIs are met to support quality and improvement. You will also own customer satisfaction framework including feedback mechanisms, analysis, and reporting requirements to feed continuous improvement plans.
What you’ll do
- Ensure systems and processes are developed to maximize the efficiency of program resources
- Develop the Service Management Framework and Service Delivery Model that will guide 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
- Monitor policy and regulatory updates to ensure changes are reported and incorporated in the service delivery or contract management framework
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
- 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