CharityVillage

About The Career Foundation:

The Career Foundation is a dynamic non-profit organization that offers a wide range of employment, training, and HR services to job seekers and employers. Since its inception in 1988, The Career Foundation has steadily expanded its services. Operating out of multiple locations, we now help thousands of people each year successfully accomplish their employment goals. Our team of dedicated professionals has described The Career Foundation as caring, compassionate, innovative, and team-oriented. For more information about us and our services, please visit our website at CareerFoundation.com.

Some of the benefits and features available to our employees include: 

• Competitive compensation
• A comprehensive Health Benefits plan that includes massage therapy, naturopath services, travel coverage, and much more
• A comprehensive Dental Insurance plan
• An RRSP Matching benefit
• An Employee & Family Assistance program
• Employee wellness initiatives
• Paid days off for religious observance purposes
• Paid days off for personal wellness purposes

Position Summary:

The Career Foundation is seeking a strategic, results-driven Senior Manager, Employment Services to lead the delivery of assigned employment programs, funded by WCG, across multiple locations. This pivotal leadership role is responsible for overseeing a diverse portfolio of The Career Foundation’s services, including five full-suite Employment Centres under the Integrated Employment Services (IES) model in Toronto, Etobicoke, York, North York, and Scarborough, as well as our Readiness for Successful Employment Transition (ReSet) Program and our Disability Employment Services Program.

Reporting to the Chief Operating Officer (COO), the Senior Manager, Employment Services will provide direct leadership to Program Managers and Program Coordinators assigned to each program. They will ensure the consistent delivery of high-quality, client-centered services that meet or exceed contractual obligations and performance targets.

The ideal candidate brings a strong background in employment services, operational planning, performance management, and financial oversight, along with a passion for fostering inclusive, community-based employment solutions. This role is critical to maintaining program excellence, driving continuous improvement, and ensuring compliance with funder requirements. The successful candidate will be a collaborative leader who thrives in a fast-paced environment and is committed to empowering teams, supporting clients, and building strong community partnerships.

Position Type:

Full-time (37.5 hours per week)

Base Location and Travel Requirements

The designated base location for this opportunity is our Head Office located in North York (Lawrence Ave. W. & Allen Rd.). The Senior Manager, Employment Services, is also required to travel to and work from all five of our locations where the assigned portfolio of programs is based, including Toronto (Yonge St. & St. Clair Ave. E.), Etobicoke (Islington Ave. & Hwy 401), York (Lawrence Ave. W. & Weston Rd.), Scarborough (Kingston Rd. & Midland Ave.), and the North York location.

Regular travel to all sites is required to fulfill the core deliverables of the position. The role also currently permits a hybrid-remote work schedule, allowing for one work-from-home day per week, based on operational needs, as well as team and individual performance. A full-time in-office work arrangement is also available, if preferred.

The successful candidate should possess a valid Ontario G driver’s licence and a reliable vehicle for frequent travel between locations and other stakeholder sites within all communities served.

Vulnerable Sector Check Requirement:

An offer of employment for this opportunity will be contingent on the incumbent providing an acceptable Vulnerable Sector Check (VSC).

Reporting to:

Chief Operating Officer (COO)

Responsibilities include:

Operational Leadership and Program Strategy

• Takes full ownership of the Integrated Employment Services contracts, proactively driving excellence in service delivery, employment readiness, financial incentive management, employment outcomes, and pay-for-performance.
• Provides strategic oversight of all programs within the assigned portfolio, ensuring systems are in place to drive effective execution, meet contractual outcomes, and exceed performance expectations.
• Leads the operational planning and execution of all assigned programs, ensuring alignment with funder expectations, organizational priorities, and continuous service improvement.
• Oversees operations, as well as manager and staff performance, for the assigned portfolio, providing consistent feedback and ensuring accountability measures are implemented as appropriate.
• Develops and maintains performance tracking systems for each milestone within funding contracts for the assigned portfolio of programs, including Power BI dashboards with success and risk indicators.
• Communicates to executive leadership the challenges and opportunities for programs under the assigned portfolio.
• Proactively identifies and mitigates program and operational risks.
• Develops contingency plans in collaboration with executive leadership and ensures staff readiness for crisis response.
• Builds and maintains strong relationships with funders, community partners, employers, and sector leaders to enhance program visibility and support strategic collaborations.
• Prepares funder reports, business plans, and other communications, seeking feedback from the executive team as needed.
• Performs other relevant duties as assigned.

Service Delivery and Client Experience

• Oversees the quality of service delivery to ensure clients receive personalized service plans, with staff addressing individual client barriers through thoughtful, goal-oriented interactions and action plans.
• Establishes and monitors service quality measurement frameworks aligned with the organization’s Customer Service Charter, using results to inform strategic improvements to the client experience.
• Fosters a client-centered culture that prioritizes timely employment outcomes and long-term job retention.
• Periodically reviews the quality of job search preparation workshops, training, and information sessions to ensure content is current, engaging, and aligned with today’s labour market.
• Works collaboratively with the Director of Quality Assurance to implement improvements.
• Effectively handles client complaints that require escalation to senior management, ensuring adherence to all internal protocols and procedures.
• Ensures effective collaboration with Ontario Works and community partners to create seamless pathways for client integration into services.
• Monitors community partner engagement activities to ensure wraparound supports meet client needs.
• Represents The Career Foundation at community partner meetings.
• Performs other relevant duties as assigned.

Program Monitoring and Continuous Improvement

• Monitors and executes performance management of service delivery, including key performance measures and service utilization targets, ensuring contract compliance and fostering continuous learning and improvement.
• Takes a proactive approach when any target trends behind expectations, implements a corrective plan in collaboration with the designated Manager or Program Coordinator, and ensures its execution to bring performance back on track.
• Uses data analytics to identify trends, gaps, and areas for service enhancements.
• Adapts activities and team efforts to match clients with labour market demands.
• Collaborates with program management to develop and implement effective outreach strategies to maintain a steady flow of client intakes, including clients from diverse inclusion groups and inclusive employers.
• Works collaboratively with the Director of Quality Assurance to oversee quality control audit processes on client files and service records, ensuring documentation is current, accurate, and compliant with audit requirements.
• Communicates and collaborates with Managers, Program Coordinators, and funder representatives to address concerns, implement solutions, and follow up to ensure issues are resolved.
• Oversees program quality, ensuring 100% stakeholder satisfaction while meeting or exceeding targets for effectiveness, customer service, and efficiency.
• Performs other relevant duties as assigned.

Performance Management and Team Development

• Provides leadership and expertise to program management and frontline teams in areas such as customer service, career exploration, assessment, case management, job search, job matching, job carving, placement incentives, retention support, and employment verification.
• Monitors and ensures that Managers and Program Coordinators consistently enforce company policies, including those related to privacy and security, attendance, and performance management, and addresses instances of non-compliance as needed.
• Leads weekly IES management meetings, audits weekly team meetings to share progress, and facilitates team problem-solving and brainstorming.
• Continuously monitors performance toward goals, keeps up-to-date records of individual and site performance, and meets with management and frontline team members as needed to address performance issues, documenting concerns appropriately.
• Provides constructive feedback and implements disciplinary actions, including terminations when necessary, in consultation with senior leadership.
• Ensures effective onboarding and training processes and monitors the results of interim performance reviews within the first six months of employment for new team members.
• Conducts interim and annual performance appraisals with all Managers and Program Coordinators under the assigned portfolio, ensuring thorough and timely evaluations.
• Cultivates a positive, collaborative work environment, maintaining an open-door policy for feedback and support.
• Demonstrates patience, open-mindedness, and respect, ensuring all team members feel heard, valued, and empowered to perform at their best.
• Mediates conflicts or concerns between managers and team members as needed, consulting with the Director of HR for guidance when appropriate.
• Ensures all conflicts or concerns involving staff are documented as needed.
• Ensures all team members utilize technologies provided or approved by The Career Foundation to enhance productivity, improve efficiency, and better support successful client outcomes.
• Prioritizes recruitment efforts for vacant managerial roles, including coordinating interviews in a timely manner when recommended by the HR department.
• Oversees and approves manager attendance, including vacation and other eligible paid days off.
• Performs other relevant duties as assigned.

Financial Oversight and Budget Management

• Oversees client financial support and brokered incentive agreement budgets, ensuring justified expenditures, proper documentation, and timely reimbursements.
• Monitors and ensures the efficient allocation of financial resources in alignment with contractual obligations.
• Manages pay-for-performance projections, evidence collection, invoicing, and timely payments for all programs.
• Maintains and administers the IES operational budget across all sites and programs with accurate, up-to-date data.
• Regularly reviews and reconciles expenditures with the Finance team and designated Managers and Program Coordinators.
• Oversees and approves expenses incurred by Managers and Program Coordinators in accordance with company policies.
• Performs other relevant duties as assigned.

Contract Compliance and Administrative Oversight

• Serves as a primary liaison with program funders for contract-specific issues and updates.
• Maintains a calendar of funder report deadlines and ensures timely submissions.
• Ensures full compliance with documentation requirements across internal and external data management systems.
• Reports on program outcomes, objectives, and KPIs to senior leadership and funder representatives.
• Manages policy signoffs and other site correspondence with designated Managers and Program Coordinators as directed by HR.
• Analyzes statistical data regularly, identifies emerging risks, and implements mitigation plans.
• Performs other relevant duties as assigned.

Qualifications/ Skills Required:

• A university degree in business management, human services, or a related field relevant to the scope of the position is highly preferred, or an equivalent combination of education and experience is required.
• A minimum of 5 years of progressive leadership experience within the employment services sector, including direct accountability for program performance, budget oversight, and team management.
• Demonstrated success in managing programs under the Employment Ontario Integrated Employment Services (IES) pay-for-performance model is strongly preferred.
• Proven ability to strategically oversee multi-site program operations and lead cross-functional teams to achieve performance targets and service excellence.
• Demonstrated experience in performance management, including conducting evaluations, coaching staff, and implementing corrective action plans.
• Experience in preparing funder reports, managing compliance audits, and maintaining accurate documentation in accordance with contractual and privacy requirements.
• Proficiency in budget development, financial tracking, and managing expenditures in alignment with program goals and funding guidelines.
• Hands-on experience in vocational counselling, job coaching, or job development is highly preferred.
• Strong understanding of employment services best practices, including case management, job matching, retention strategies, and inclusive employment approaches.
• Excellent verbal and written English communication skills, with experience writing high-quality reports. Bilingualism is considered an asset.
• Tech-savvy, with experience using CRM systems, advanced Excel functions, and Power BI, considered a strong asset.
• Advanced proficiency in Microsoft Office Suite, including Outlook 365 applications such as Teams and SharePoint.
• Must possess the aptitude and willingness to learn and work with new online systems and technologies.
• Strong problem-solving and conflict resolution skills, with the ability to mediate issues and implement effective solutions.
• Exceptional attention to detail and strong mathematical skills, with the ability to identify, track, and resolve errors efficiently.
• Excellent interpersonal skills, with a proven ability to demonstrate tact, diplomacy, and exceptional customer service.
• Exceptional rapport-building and relationship development skills with stakeholders from diverse backgrounds and across all levels of an organization.
• A professional and courteous approach to client service, with a high level of respect for the diversity of the people served.
• High ethics with a proven ability to maintain sensitive information, uphold confidentiality standards, and exhibit sound judgment.
• Capable of working under pressure and meeting deadlines in a fast-paced, target-driven environment with shifting priorities.
• A valid Ontario G driver’s licence and access to a reliable vehicle for frequent travel across program sites.
• Willingness and flexibility to occasionally work outside regular business hours when required to ensure the team meets all objectives.
• A proactive and solutions-oriented leader who fosters a positive team culture, leads by example, and consistently demonstrates initiative, accountability, and a strong commitment to collaboration and shared success.