Resource Centre Manager (Greater Edmonton Area)

Position Description & Qualifications As Serco expands its programs and partnerships in Canada, we intend to hire an experienced and accomplished Resource Centre Manager to lead the operations of our service sites and strengthen client access to workforce solutions across Alberta. The position requires high energy and dynamic interaction with government customers, community partners, local job training and support service providers, employers, and job seekers. Position Overview The Resource Centre Manager is responsible for overseeing the day-to-day operations of a physical service site, ensuring it remains safe, welcoming, accessible, and compliant. This role is critical in creating an environment that supports low-barrier access to employment and support services. By managing site operations effectively, the Resource Centre Manager enables clients to engage with programs and resources in a manner that is inclusive, efficient, and aligned with organizational standards. Key Responsibilities As a Resource Centre Manager, you will:

• Oversee daily centre activities, including visitor flow and service delivery.
• Ensure compliance with health, safety, accessibility, privacy, and provincial regulations.
• Lead and mentor Resource Specialists and Case Managers, Peer Support staff (where applicable).
• Monitor client traffic and adjust staffing schedules to meet demand.
• Support intake and triage processes for timely client service.
• Maintain a trauma-informed, inclusive environment.
• Collaborate with program leadership to address operational challenges and improve site performance.

Qualifications To succeed in this role, you will need:

• Bachelor’s degree in Social Services, Business Administration, or related field preferred.
• 5–7 years experience in operations management, community services, or employment programs.
• Proven ability to manage and motivate teams in a fast-paced environment.
• Familiarity with accessibility standards, privacy laws, and workplace safety regulations.
• Comfortable using case management systems, scheduling tools, and MS Office Suite.
• Ability to manage budgets, track expenses, and ensure cost-effective operations.
• Skilled in monitoring performance metrics, preparing reports, and using data to improve service delivery.
• Strong problem-solving and de-escalation skills for handling client or staff issues.
• Experience building partnerships with local agencies and stakeholders.
• Ability to work effectively with diverse populations and apply equity and inclusion principles.
• Knowledge of protocols for health and safety incidents or service disruptions.
• Skilled in mediating disputes and fostering a collaborative team environment.
• Strong written and verbal communication for internal team coordination and external stakeholder engagement.
• Understanding and managing team dynamics, stress, and morale in a high-demand environment.

Company Overview Serco Canada Inc. strives 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 the Canadian Federal and Provincial 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. Pay Transparency Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements. Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple provinces, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities. To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us. Serco complies with all applicable federal, provincial, and local leave laws This is a Canada-based role and this position is for an existing vacancy, unless stated otherwise in the job description. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com.