Title: Manager, Case Management Operations

Employee Working Location: Partially Virtual / Hybrid (Carbonear, NL)

Employment Status: Temporary Full-time (12 Months)

The Canadian Red Cross (Red Cross) – an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada’s Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

The Manager, is responsible for overseeing a team of individual contributors in the planning, development, implementation, and evaluation of programs/services to ensure they align with organizational goals and stakeholder expectations. They coordinate resources, monitor performance, and drive process improvements to enhance efficiency and service delivery. The role involves fostering stakeholder relationships, ensuring compliance with policies and regulations, and contributing to program/service development and innovation

In this role you will:

• Oversee the day-to-day management of program/service activities, ensuring effective implementation and alignment with strategic objectives.

• Build and maintain relationships with community/local groups, different non-profits and various funders.

• Coordinate and collaborate with internal teams and external stakeholders, including government agencies, NGOs, and community partners, to enhance program/service effectiveness and to ensure unified and effective response(s), where applicable.

• Monitor program/service performance, collect and analyze data, and prepare reports to assess impact and identify areas for improvement.

• Identify and assess potential risks to program success and develop and implement risk mitigation strategies.

• Identify and address operational challenges, implementing process improvements to optimize efficiency and service quality

• Develop and maintain accurate and up-to-date program documentation, including program plans, reports, and other materials.

• Set team performance and development objectives, establish workplans, monitor performance, resolve conflict, and provide coaching and feedback.

• Analyze and evaluate team performance to continuously improve, solve day-to-day operational problems, and manage internal and external stakeholder expectations

• Monitor compliance with service standards, legislation and CRC policies; identify risks and recommend mitigations.

What we are looking for:

• Qualifications include a minimum of 4-7 years experience and a 3-year college diploma or university degree in social sciences, health sciences, emergency management, community development or a related field and/or an equivalent combination of education and experience .

• Supervisory or management experience with leadership and team management skills and the ability to manage performance, resolve conflicts and engage employees.

• Experience managing cross-functional teams, including volunteers and emergency personnel, in high-pressure situations.

• Strong program/service management skills, including planning, execution, and monitoring.

• Proficiency in Microsoft Office applications (Word, Outlook, Excel, PowerPoint) and SharePoint is required. For some roles, may require proficiency in database platforms and interactive data visualization software.

• Ability to identify complex problems, analyze interrelated factors, assess and mitigate risks, and develop solutions using specialized skills.

• Communication and influencing skills to synthesize diverse and sometimes conflicting perspectives and find mutually beneficial solutions, often in sensitive or complex situations

Working conditions

• Requires significant attention to detail and concentration and ability to mentally process large amounts of information

• Ability to adapt to frequent and often urgent changes in priorities, make decisions under pressure, and work at an unpredictable pace.

• The role includes fieldwork, deployment to emergency operations, and office-based work during non-deployment periods.

• Domestic or international travel to unsafe or high-stress environments; exposure to major adverse conditions requiring personal safety management.

• Work requires the ability to work to multiple, business critical, and conflicting deadlines.

• Work requires interactions in difficult, emotionally charged situations. •

• Work requires interactions and support to clients who are experiencing traumatic situations.

• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.

• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).

• Fluency in English is required, French is an asset.