Senior Manager, Client Services

By | June 10, 2021


Job Description:Position: Senior Manager, Client Services Position Type: Contract (1 year) Duration: 37.5 hours per week Department: Operations Program: Operations Closing Date: June 12, 2021 PURPOSE: To role model the mission – “DDRC promotes awareness and supports communities to include persons with developmental disabilities, thereby strengthening communities for all citizens.” The Senior Manager, Client Services, ensures that the Agency’s standards and procedures meet established performance metrics and processes while Identifying and bringing forward improvements to increase the efficiency, effectiveness, and quality of agency operations and accreditation standards. This position is responsible for providing strategic direction and strong leadership while overseeing the day to day client service activities for operations. Leadership:Demonstrate strength, maturity, and wisdom in the management of interpersonal and organizational challengesCollaborate with Managers on day to day basis and provides guidance and recommendations to process improvements and challenges involving client satisfactionSupports program managers to develop programs plans, objectives, and outcomes that align with strategic priorities established in the operations planTo role model seasoned leadership skills and be recognized as a skilled and capable professionalStrong coaching, mentoring skills; able to teach othersEnsure compliance with Agency policies, procedures, mission, and valuesSupport program managers to develop program plans, objectives, and outcomes that align with strategic priorities established by the CEO and Board of DirectorsParticipate in the strategic development of business and operational plans; visioning, influencing, and promotion of systemic operationPossess strong business skills and demonstrate the ability to promote and expand service; community support/partnerships, fee-for-service, and profit possibilitiesParticipate in the formulation of innovative business development strategies, creating productive and sustainable relations through partnerships, associations, and the community at large in an effort to drive client growthParticipate actively in Management Team Meetings and activitiesRepresent the Agency on external committees as required to advance the Agency’s standing in the disability sector Key Responsibilities:Develop and maintain professional and collaborative relationships with funders, including FSCD and PDDBe creative when assessing and managing program delivery effectiveness while ensuring all program initiatives are aligned with the Agency’s mission and visionPromote excellent customer service and client satisfactionDemonstrate knowledge of, and promote ethical behaviour, the Agency’s mission, vision, value statements, standards, policies, procedures, and standardsIdentify funding challenges, develop appropriate strategic responses, and deliver on innovative solutions that support agency growthDevelop partnerships with community members or other professionals to support the goal of inclusionPromote the needs of the disability sector to government and non-government organizationsConfidently manage changing environments, needs, and requirementsSupervise and oversee the day-to-day administrative tasks such as maintaining information files and processing paperworkEnsure client files align with accreditation standards and DDRC processes are completed professionallyAnalyze trends and anticipate staff or program requirements to meet changing demandsDemonstrate strength, maturity, and wisdom in managing interpersonal and organizational challengesCounsel and guide employees with performance planning and developmentOversee, monitor, and analyze costs and prepares budgets in collaboration with Program Managers and the ControllerLiaise and communicate with CEO, Human Resources, Finance, IT, and Communications to create a unified approach to agency workCollaborate with key stakeholders on recommended action plans to resolve client or stakeholder concerns in a proactive and effective mannerWork with others to gather continuous feedback from clientsEvaluate and provide direction to staff members by providing visionary and inspirational leadership and guidance in all facets of the organizationPerform all other duties as directed by the CEO Professional Development and Training:Takes accountability to ensure all mandatory certifications and training are kept currentEnsure that staff attend required workshops/training sessions in a timely mannerEnsure all required documentation is placed in personnel filesSchedule required meetings and planning sessions for teamsAttend all required meetings and planning sessions as requested; accountable for seeking information if absent from the meeting Education/Professional Certifications:Graduate degree in Business, Finance and/or Social Sciences Experience:7 years progressive management and leadership experienceExperience as a leader in a role with significant responsibility for the development and promotion of an organizational structure and systemsRecognized as possessing a level of professionalism beyond reproachPossess strong facilitation and public speaking skillsDemonstrates flexibility, time management, and a strong team orientationKnown for personal integrity, being respectful, and willing to commit to the Agency’s vision and mission.Advanced proficient with Microsoft Office suite of skills (will be evaluated during the recruitment process) Mandatory Competencies:Crisis managementFacilitation and public speakingCritical thinkingExcellent verbal and written communicationConflict resolutionFlexibilityTime managementMulti-tasking Personal Qualities:Demonstrated values consistent with the DDRC missionCommitment to professional development and continuous learning Please submit your resume and cover letter to, citing “DDRC-21-08K-SMCS” in the subject line. DDRC is an equal opportunity employer. We thank all candidates for their interest. Only those selected for an interview will be contacted. We regret that we are unable to accept telephone inquiries. Job ID: 35275146
The Deveopmental Disabilites Recourse Centre of Calgary

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