Chief Client Services Officer

Halifax, NS

Venor is proud to partner with ISANS, in their search for a Chief Client Services Officer to join their team. To prosper and grow as new Canadians, immigrants choose Nova Scotia for its opportunities, and its welcoming maritime spirit. From newcomer to lifetime Nova Scotian, Immigrant Services Association of Nova Scotia (ISANS) charts a path so all can belong and grow. ISANS is the leading immigrant settlement service agency in Atlantic Canada, serving 10,000+ clients annually across Nova Scotia, through many kinds of services—language, settlement, community integration and employment—both in person and online. 

Reporting to the Chief Executive Officer (CEO), the Chief Client Services Officer (CCSO) is responsible for overseeing and directing the planning, development, delivery and evaluation of ISANS’ policies, programs and services, responding to current and future needs of newcomers.  The CCSO is responsible for supporting the vision and mission of ISANS and the implementation of ISANS strategic plan.   

As a member of the Senior Executive Team (SET), the CCSO serves as a strategic advisor to the CEO on all program-related matters and oversees the program and service delivery operations of the organization.  They maintain strategic program partnerships including relationship management internally and externally, organizational brand/culture and the ultimate sustainability and performance of ISANS’ programs. Program areas of responsibility include, but are not limited to: refugee settlement services, language programs, employment services, business development, community integration services, and family and children programs. 

Key Responsibilities: 

Strategic Advice:

  • Participate as a member of the Senior Executive Team in the executive management of the organization and contribute to annual strategic and business planning, and corporate initiatives
  • Work with  the Senior Executive Team to support the creation of a shared vision for the Board, staff, and pertinent external stakeholders
  • Collaborate with the Senior Executive Team on the growth of the organization and organizational change
  • Provide strategic advice to the CEO related to programs and services that advance the organization’s mandate
  • Ensure the organization’s vision is reflected in programs and operations, and that services are coordinated and integrated
  • Support the CEO in working with the Board and staff to establish accountability standards and systems that track ISANS` impact and its’ programs effectiveness 

Program Planning and Operations:

  • Establish and implement key strategic initiatives, policies, programs and standards in order to achieve ISANS’ vision and goals with accountability for delivering on results and outcomes
  • Lead the organization in designing and implementing programs and processes that meet clients’ current and future needs and optimize service delivery with a continual improvement mindset
  • Coordinate organization-wide programs in response to emerging and urgent program and operation needs 
  • Create a strategy for the Team to identify and assess funding opportunities for ISANS and ISANS’ programs that align with client needs and funder interest
  • Ensure the ongoing development and delivery of ISANS’ programs that address systemic barriers faced by immigrants and supports ISANS’ commitment to equity, diversity and inclusion

Program Performance and Evaluation:

  • Monitor and strengthen ISANS’ outcomes-based approach to program design and delivery based on direction of strategic plan, needs assessment, client consultation, and effective evaluation including performance indicators
  • Apply critical and systematic thinking about external climate and market trends and their impact and influence on ISANS’ staff, clients, processes and services and be responsive to change
  • Ensure overall program alignment and coordination with client needs, ISANS strategic plan and funder requirements

Policy Development:

  • Oversee the development and review of organizational policies related to program and service delivery
  • Contribute to broad organizational fiscal and human resource policy development

Program Budget Management:

  • Work with CEO, CFO, Program Directors and funders to negotiate appropriate funding for programs and maintain funding contracts
  • Build and maintain long-term relationships with key funders, potential funders and stakeholders 
  • In collaboration with the Operational Executive Team, ISANS Board of Directors, and staff identify opportunities for revenue generation and new partnership and program opportunities

Strategic Partnerships – External Brand:

  • Collaborate with existing and potential new partners throughout the community to maximize and maintain ISANS’ impact and visibility 
  • Maintain good working relationships with strategic partners, stakeholders, all levels of government and the community as a whole to support strong and effective public policy on immigration
  • Contribute to communications’ planning and continue to grow the organizational profile
  • Represent ISANS publicly and ensure it is a recognized and respected organization at regional and national levels and participate in representational committees 

People Leadership:

  • Ensure that service delivery and program teams are supported, engaged and high performing 
  • Support the Senior Executive Team in the development and sustainability of a culture that enhances the organization’s ability to attract and retain quality employees and achieve operational success
  • Provide leadership to the organization through clear and effective objective-setting, delegation and communication

As the successful candidate, you have completed a post-secondary education, with post graduate work or Master’s Degree being considered an asset. With your education, you also have ten (10) years of related management experience in leading and coordinating multi-site programs and services within a large organization within a complex legislative and funding environment. You have experience in equity, diversity and inclusion programing and organizational development, along with working with diverse stakeholders and partners. You have strong communication skills and can motivate and inspire others in fulfilling the team’s goals and objectives. 

As the Chief Client Services Officer, you have experience working with multiple funders, funding agreements and agencies, preferably with a settlement or non-profit organization. You are someone with demonstrated strong problem-solving and decision-making skills, and proven experience leading multi-faceted and diverse teams. You have a good understanding of human resource practices and policies, and are comfortable working in a client-centered environment, building and maintaining a comprehensive set of programs to meet a variety of diverse and evolving needs.  

Interested candidates can send their cover letter and resume to Shardeigh McGillivray via shardeigh@venor.ca

Application Form

For: Chief Client Services Officer
In doc, docx or pdf format, 10 MB max
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.