Position Description :
Serco Canada Inc. is seeking a dynamic and experienced Manager of Core Team Operations to lead a multidisciplinary team delivering high-quality remote employment services across Ontario through the EmployNext program. This role oversees three key functions: Remote Job Coaching, Service Quality Analysis, and Employment Services Administration. The ideal candidate will bring strong leadership, operational oversight, and a passion for workforce development to ensure seamless service delivery, continuous improvement, and exceptional client outcomes.
Qualifications :
To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: [email protected] or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.
Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.
Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email [email protected].
Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
Serco Canada Inc. is seeking a dynamic and experienced Manager of Core Team Operations to lead a multidisciplinary team delivering high-quality remote employment services across Ontario through the EmployNext program. This role oversees three key functions: Remote Job Coaching, Service Quality Analysis, and Employment Services Administration. The ideal candidate will bring strong leadership, operational oversight, and a passion for workforce development to ensure seamless service delivery, continuous improvement, and exceptional client outcomes.
Key Responsibilities:
Team Leadership & Supervision
- Lead, mentor, and manage a diverse team of Remote Job Coaches, Service Quality Analysts, and Employment Services Administrators.
- Conduct regular team meetings, performance reviews, and professional development planning.
- Foster a collaborative, inclusive, and high-performing remote team culture.
Operational Oversight
- Oversee the delivery of remote employment coaching services, ensuring alignment with client needs and program goals.
- Ensure accurate and timely administration of employment-related financial supports and data management.
- Coordinate quality assurance activities, including audits, reporting, and process improvement initiatives.
Quality Assurance & Compliance
- Monitor service delivery standards and ensure compliance with internal policies and external regulations.
- Support the implementation of Lean management practices and continuous improvement strategies.
- Review audit findings, track corrective actions, and promote best practices across teams.
Data & Reporting
- Analyze service data and performance metrics to identify trends, gaps, and opportunities.
- Prepare and present reports to senior leadership on team performance, client outcomes, and operational efficiency.
- Ensure accurate documentation and record-keeping across all service areas.
Stakeholder Engagement
- Collaborate with internal departments, community partners, and employment service providers to enhance service coordination.
- Represent the Core Team in strategic planning, cross-functional initiatives, and external meetings.
Qualifications :
- Diploma/ degree in Social Work, Business Administration, Human Resources, or a related field
- 3–5 years of experience in employment services, workforce development, or a related field.
- 2+ years of experience in a supervisory or managerial role, preferably in a remote or hybrid environment.
- Strong understanding of Ontario’s labor market and employment services ecosystem.
- Experience with quality assurance, audit processes, and Lean or continuous improvement methodologies.
- Excellent communication, leadership, and organizational skills.
- Proficiency in Microsoft Office Suite, CRM systems, and virtual collaboration tools.
Preferred Skills:
- Experience managing cross-functional teams.
- Familiarity with financial reconciliation and employment-related funding supports.
- Strong analytical and problem-solving abilities.
- Ability to manage multiple priorities in a fast-paced, remote work environment.
Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.
To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: [email protected] or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.
Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.
Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email [email protected].
Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
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