Case Manager (Remote)

Title: Case Manager

Department: Production

Reporting to: Associate Director, Case Management

Compensation: $80K - $90K CAD

Location: Remote - Canada (Candidates based in British Columbia, Alberta, Manitoba, Saskatchewan, Ontario, Nova Scotia or willing to relocate)

Who We Are:

World Education Services (WES) is a non-profit social enterprise that supports the educational, economic, and social inclusion of immigrants, refugees, and international students. For 50 years, WES has set the standard for international academic credential evaluation, supporting millions of people as they seek to achieve their academic and professional goals. Through decades of experience as a leader in global education, WES has developed a wide range of tools to pursue social impact at scale. From evaluating academic credentials to shaping policy, designing programs, and providing philanthropic funding, we partner with a diverse set of organizations, leaders, and networks to uplift individuals and drive systems change. Together with its partners, WES enables people to learn, work, and thrive in new places. For more information about WES, please visit our website at www.WES.org.  

About the Opportunity;

WES is seeking a skilled Case Manager to oversee the complete process of delivering academic evaluation reports that assist international students and professionals in attaining their educational and career objectives in the United States and Canada. This role will be part of the Production Operations organization and will be responsible for supervising a team of Case Analysts who deliver the examination, analysis, and processing of credentials, authentication of documents, and the preparation of clients' international academic records for evaluation and recognition by WES.

What You'll Do:

• Manage, coach, and develop a team of Case Analysts responsible for the review and evaluation of applicants’ academic credentials.
• Work with other Case Managers to identify knowledge gaps within the Case Unit and coordinate with other departmental leaders to address them.
• Help develop and manage process automation.
• Ensure appropriate corrective and preventative action plans are defined and implemented to reduce errors and increase quality and efficiency of operations.
• Compile and manage production data metrics, ensuring department can measure/track quality, efficiency, and productivity.
• Focus on process automation optimization by identifying new processes, technology, and applicable software.
• Monitor department work schedules in production workflow platforms and coordinate to distribute work as necessary to maintain optimal efficiency and load balancing of applicant files.
• Present policy changes and other evaluation-related updates to the team in a structured, consistent, and timely manner.
• Oversee the hiring of staff and performance management of department.
• Develop and manage a high-performing group of Case Analysts through effective delegation of work, accountability, and leadership.
• Occasional travel and attendance at in-person meetings to facilitate effective collaboration, relationship-building, engagement, and project coordination.
• Other duties as assigned.

Your Experience:

The ideal candidate will have:

Required

• A bachelor's degree, preferably in business operations, data analytics, data management, or related fields.
• Minimum 2 years of direct people management experience, including supervision, coaching, and performance evaluations.
• Experience with time management tools, scheduling, and workflow management.
• Ability to assess team capabilities and exercise sound judgment in people management and evaluation content.
• Proficiency with computer systems, database tools, and internet navigation.
• Strong work ethic, communication, and people skills.
• Strong leadership, team building, and conflict-resolution skills.
• Excellent organizational and time management abilities.
• Strong written and verbal communication skills, with the ability to convey complex information clearly.
• High standards of quality, accountability, and initiative.
• Ability to analyze data and translate insights into actionable improvements.
• A collaborative mindset and a commitment to WES’ mission and values.
• A passion for continuous learning and adaptability in a changing environment.
• Proven success in leading change, managing performance, and developing team capabilities.
• Ownership and initiative to deliver results.
• An ability to work independently with minimal supervision and within tight deadlines.

Desired

• Knowledge and interest in international education desirable.
• Foreign language skills preferred but not required.

What We Offer:

Joining our team at WES means embarking on a purpose-driven career with a global impact, where you contribute daily to making a tangible difference in the lives of people worldwide. You'll thrive in an employee-centric environment, with access to learning opportunities, pathways for personal and professional development, and recognition of your achievements. Our inclusive, mission-driven culture values employees and focuses on investing in our people through our culture, people framework, and programming while offering the flexibility of remote work options.

• Work-Life Harmony: We believe that success is all about maintaining balance. Enjoy the freedom of remote work and flexible scheduling, paired with generous time-off policies designed to assist you in maintaining a healthy equilibrium between your personal and professional commitments. Our comprehensive wellness programs and work environment are focused on fostering your well-being.
• Rewards and Recognition: Your dedication and achievements are the cornerstone of our success. We recognize the importance of valuing your hard work which is why we offer competitive compensation, comprehensive benefits, and tangible rewards to celebrate your contributions.
• Professional Growth and Development: We are committed to nurturing growth within our team, recognizing that growth is essential to providing opportunities for career advancement and ongoing professional development. To prioritize your learning and success, we invest in comprehensive training programs and offer tuition reimbursement opportunities. We promote a culture of continuous learning that empowers you to thrive and evolve in your career.
• Innovation and Impact: Engage in work that directly transforms lives and empowers individuals and communities by expanding access to global educational and professional pathways. Join us in fostering a culture that values innovation, embraces new approaches, and leverages transformation to implement and drive impactful change.
• Community and Connection: Our team is made up of individuals from different cultures and backgrounds who have varying perspectives and ideas. Our diverse workforce reflects the global community we serve, and we take pride in it. We are committed to fostering a workplace where everyone feels valued, respected, and included. Experience the power of connection by participating in a range of activities, including employee-led resource groups, town halls, collaborative team events, meaningful volunteer opportunities, and initiatives that promote equity, celebrate diversity, and cultivate a strong sense of belonging within our organization.

Values: 

• • Opportunity - We open doors so people can build better futures.
  • Inclusion - We become stronger, more creative, and more resilient when we embrace diversity.
  • Equity - We uphold fairness and justice in our work and actions.
  • Enterprising - We are resourceful, inventive, and driven.
  • Expertise - We challenge ourselves to be the best at what we do.

Inclusive Recruitment Process:

We welcome all applicants, irrespective of their experience perfectly fitting the job description, as we value diverse and innovative viewpoints. At our organization, individuals who thrive in a culture of continuous learning and inclusive teamwork excel. We are committed to fostering an inclusive and accessible work environment where everyone feels valued, respected, and supported and welcome members of all backgrounds and perspectives to apply.

Our Commitment:

At World Education Services, we're committed to fostering an inclusive workplace that reflects the rich tapestry of our communities, both in the US and Canada. This commitment is underscored by our unwavering dedication to providing equal opportunities to all qualified individuals, regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics. This commitment extends to every aspect of employment, from recruitment and hiring to promotions, training, and benefits. We comply with all applicable federal, state, and local anti-discrimination laws. For us, diversity goes beyond compliance – it's about embracing unique perspectives and cultivating an environment where everyone feels valued and empowered to reach their full potential.

If you encounter challenges accessing or using our career site due to a disability, you may request reasonable accommodation by contacting us via email at hiring@wes.org. Our Talent Acquisition team is dedicated to supporting qualified candidates by providing solutions that can meet their needs. 

Please be advised that this email address is intended to receive and respond to inquiries concerning the accessibility of the online application system, and requests for assistance and accommodation during any part of the recruitment process. Résumés or applications sent to this email address will not be reviewed.

For more information about WES, please visit our website at www.WES.org.