Job Title:

Director of Operations, CVVRS


WCG Services


Victoria, BC

Job Reference:



This role provides strategic and operational leadership to ensure effective delivery and performance of CVVRS. Working closely with the WCG management team, March of Dimes Canada (MODC) and Veterans Affairs Canada (VAC), to ensure contract deliverables are met, the Director of Operations collaborates with, and leads leaders, to achieve contract compliance, financial goals and strong operational performance. Working to dynamic targets that must be achieved through effective operational delivery, the Director of Operations understand key performance drivers and how to drive these through their management team. This role builds effective senior level stakeholder relationships, and ensures that strong stakeholder relationships and communication processes exist throughout operations with internal and external stakeholders.

The Director of Operations, CVVRS leads operations by directing the overall strategy, designing operational processes, planning and ensuring effective service delivery controls, and developing and driving performance. The Director provides oversight to ensure business results, including financial and key performance measure goals, are achieved monthly and annually. The Director of Operations, CVVRS is accountable for driving the focus and results of the CVVRS Field Service Delivery team and the day to day operations of the CVVRS Administrative Centre.


Leadership & Strategic Performance:

  • Support catchment leadership teams to construct shared identity and vision, that aligns with WCG’s culture and approach, among the entire services team for the catchment 
  • Ensures strong collaboration and linkages between operations leadership and all other organizational functions to ensure strong performance
  • Provide oversight and support of field leaders to ensure effective development and operationalization of budgets
  • Provide supervision, coaching and feedback to leaders to ensure strong performance
  • Leads strategic and annual planning, and budgeting processes for CVVRS Operations
  • Provides strategic leadership to control costs, increase revenue, identify and reduce risks, make investment more effective and grow long term capabilities of WCG
  • Lead, develop and retain high quality leaders that are capable of ensuring strong performance and best practice delivery of contracted services
  • Drive the continuous improvement and capacity building of the services team by ensuring that appropriate support strategies are in place and are executed
  • Works with HR to develop recruitment, learning and development and succession plans for key roles
  • Lead governance meetings with internal and external stakeholders, with a focus on ensuring strong communication channels and driving performance

Program Operations & Contract Compliance:

  • Ensures that WCG stakeholders expectations are exceeded with the quality of service received and that quality of contract delivery consistently conforms to customers’ expectations
  • Supports leaders to achieve contract key performance measures and service utilization targets, ensuring contract compliance and continuous learning and improvement
  • Provides oversight and leadership to ensure WCG executes service delivery and contract commitments
  • Ensure effective monitoring and compliance of service delivery, working in collaboration with other team members to drive key performance measures to the required volume
  • Supports the continuous evaluation of programs through driving the collection and analysis of statistics and program data
  • Drives a continuous improvement mind-set, leading program management to develop and monitor action plans to improve and optimize performance, and ensuring lessons are learned from challenges and solutions are developed and implemented
  • Monitors and anticipates client volumes and changes and works proactively with field leaders to ensure adaptive service delivery

Financial Management:

  • Drives the financial performance of CVVRS operations through effective operational and financial performance management
  • Ensures all budgeted targets are met or exceeded
  • Lead the development and implementation of strategies to ensure responsible financial performance in line with operational effectiveness and efficiency
  • Oversee development of budgets for each program and ensure achievement of the budget goals of programs
  • Monitors financial performance closely and works with program management to develop strategies and contingency plans to ensure attainment of financial goals
  • Ensure all program leaders are aligned with and successful in achieving financial goals


  • Liaise with system developers to oversee development and maintenance of the CaseFLO system
  • Ensure system is maintained in working order
  • Provide oversight for the development of specifications, release management and oversee developer’s monthly development cycle
  • Oversee long-term planning for system development and work with stakeholders to ensure priorities align with contract and funder requirements



  • Ability to successfully build relationships both internally and externally
  • Solid understanding of provision of vocational rehabilitation services
  • Results and customer service focused
  • Proven experience ensuring team effectiveness and proven ability to successfully prioritize
  • Track record of success in providing leadership to achieve excellent outcomes
  • Ability to encourage and implement innovative approaches that get results
  • Demonstrated enthusiasm, integrity and strategic orientation in pursuit of WCG goals
  • Good business acumen; acting in ways that will add value to WCG
  • Excellent communication skills and computer skills
  • 5 or more years management experience in the vocational rehabilitation field
  • Bilingual (French and English) considered an asset


  • Bachelors level degree and/or equivalent combination of education and relevant experience
  • RRP or CVRP preferred but not required


If you have the skills and experience required for this position, please forward your resume to:


Quote Job Reference: DIREC01150

Posted 2019-05-23

Return to | Add a Job | Return to Category: General Management