Manager, Operations Support

About Us

At the Department of Opportunities and Social Development (OSD), we are a large and diverse department providing a broad portfolio of programs and services including Child and Family Wellbeing (CFW), Employment Support Services (ESS), Income Assistance (IA), Supportiive Housing and Homelessness, and the Disability Support Program (DSP).

Through our services, we advocate and help vulnerable Nova Scotians be independent, self-reliant, and secure.  We work collaboratively across the province with a strong dedicated network of supports and staff, to achieve desired and shared outcomes for all.

About Our Opportunity

Are you an innovative leader who builds strong relationships and partners effectively to deliver solutions? We’re hiring a Manager, Operations Support, to help lead key operational and service delivery functions within Corporate Services.

The Manager is a critical leadership role that provides strategic and operational oversight for key case management systems, transactional service programs, and legislated business functions within the Department. The position ensures the effective administration of high-profile, high-volume programs, including the Poverty Reduction Credit (PRC), Low Income Pharmacare for Children (LIPC), and Child Abuse Register (CAR), while advancing departmental priorities related to service delivery, operational excellence, privacy compliance, and digital transformation.

Working collaboratively across government, the Manager leads a professional team responsible for complex operational processes, case management system administration, system audits, stakeholder relationships, and continuous improvement initiatives. The role serves as the primary link between business areas, technology teams, vendors, service delivery staff, and executive leadership to ensure service continuity, legislative compliance, and successful implementation of system enhancements

Primary Accountabilities

We count on your leadership and expertise to:

• Identify and implement innovative solutions that improve service delivery, streamline business processes and enhance client outcomes.
• Provide program and system management support for case management software and transactional services programs
• Lead a team of professionals and ensure priorities and objectives are met and aligned across the department
• Be a forward thinker, keeping aware of new trends and technologies and how they can enhance operations and reduce inefficiencies
• Work collaboratively with other department units, government departments and stakeholders (internal and external) to ensure best strategies for service outcomes
• Develop and monitor service standards, practices and appropriate evaluation mechanisms that lead to continuous improvement of functions and services
• Provide advice and interpretation of policies and legislation to stakeholders
• Provide direction to Ministerial requests
• Develop and/or deliver budget plans

You will represent the Department on committees with stakeholders. You will also ensure the effective management of human and financial resources by setting and evaluating performance, promoting diversity and a healthy workplace, and demonstrating leadership competencies.

Qualifications and Experience

This may be the right opportunity for you if you have a university degree from a recognized school in the field of business or information management plus several years of related management experience. Experience and/or education in Information Technology would be considered an asset.

As the next Operations Manager you have:

• A strong technical background with experience in system administration, release management and UAT (User Acceptance Testing)
• Proficiency with computers and a variety of computer software such as Microsoft Suite (Word, Outlook, Excel, TEAMS and Share Point)
• Experience with case management systems- specifically, but not limited to, Integrated Case Management (ICM) and Collaborative Case Management (CCM)
• Experience working within an operational environment
• Experience with deadlines and processing transactional services and applications
• Strong time management skills
• Highly organized

You also possess demonstrated leadership skills, with strong abilities in relationship building and team collaboration. You are also:

• A strong collaborator who creates a culture where idea generation and innovation are encouraged and supported.
• Passionate about teamwork and able to work effectively under pressure.
• Skilled at applying strong problem-solving skills to introduce, promote, and implement new ideas within the division, and to resolve conflicts and concerns as they arise.
• Able to maintain professional integrity and ethics while sustaining effective relationships and balancing competing demands from various stakeholders.
• Committed to understanding and promoting the importance of diversity, culture, and inclusion within your team and in the development and management of strategies, policies, standards, program design, and initiatives.
• Decisive and an effective communicator, both verbally and in writing.

We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.

Equivalency

We recognize equivalent combinations of training, education, and experience, providing opportunities for individuals with diverse backgrounds to contribute their skills and expertise. Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application. 

Benefits

Based on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan, Health, Dental, Life Insurance, General illness, Short and Long Term Disability, Vacation and Employee and Family Assistance Programs.  For information on all our Benefit program offerings, click here: Benefits for government employees.

Working Conditions

This role is based in a comfortable office environment, and you may be working at your computer for extended periods of time. You may be required to travel to worksite locations.

Your normal workweek is 35 hours/week, 7 hours/day. This role does entail a high volume of work which may, at times, require longer than normal working hours. May involve evenings and weekends.

What We Offer

• Career Development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career.
• Engaging workplace. Our Employees feel valued, respected, connected, and tuned in. We have forward-thinking policies and strategies.
• Countless Career Paths.