Manager, Partner Success

About Us:

For over 40 years, Immigrant Services Calgary has been an integral part of the Calgary community, working to make a meaningful difference in the lives of newcomers. Through our work, we ensure families and individuals have the support they need to successfully begin a new chapter of their lives in Canada.

We continually innovate in our work, reimagining and transforming the newcomer experience to make it easier for our clients to access the support they need to thrive. We collaborate with partner agencies, governments, organizations, and community advocates, to help immigrants and refugees build thriving lives in our community.

Immigrant Services Calgary helps over 10,000 newcomers each year, connecting them to programs and services to unleash their potential.

Our Vision: Unleashing the economic, social, and civic potential of clients.

Our Mission: Connecting newcomers to the right service at the right agency every time.

Our Values: we are forward thinking, adaptable and optimistic. We value accountability, collaboration, and impactfulness. We act with integrity and treat people with respect.

Position Overview:

Strong community partnerships are essential for successful newcomer settlement. The Manager, Partner Success, will cultivate strategic alliances aligned with Immigrant Services Calgary’s (ISC) mission to unleash the economic, social, and civic potential of our clients. Through Community of Practice collaboratives and real-time client data insights, the Manager will oversee partnerships that address the evolving needs of newcomers, ensuring a coordinated and responsive settlement support system. This role involves leading a team of specialists, shaping ISC's partner engagement and onboarding initiatives, and strengthening Gateway’s position as the Dedicated NAARS Service Provider. By leveraging data, the Manager will enhance understanding of the newcomer experience and drive innovative solutions across Calgary and Southern Alberta.

Applicants must be legally authorized to work in Canada to be considered for this position.

This role offers a hybrid work arrangement, requiring a minimum of 3 days per week on-site.

Key Responsibilities:

Team Leadership and Management:

• Provide leadership and direction to the Partner Success team, ensuring alignment with ISC’s mission, vision, and values.
• Oversee team performance and operational excellence, in collaboration with Gateway, CLARC, the Newcomer Knowledge Hub and Community of Practice partners to address the needs of newcomers.
• Lead, mentor, and guide team members, fostering a culture of high performance, collaboration, accountability, and continuous improvement.
• Support employee training and development to ensure staff have the necessary skills and opportunities for professional growth and career advancement.
• Manage recruitment, onboarding, coaching, and recognition of team members to cultivate a positive team environment with high morale and motivation.

Operations Management:

• Oversee day-to-day operations of the Partner Success team ensuring quality and adherence to policies, procedures, and performance standards.
• Monitor, analyze, and act on key performance indicators (KPIs), funder targets, and service delivery outcomes, addressing any gaps to meet organizational goals.
• Collaborate with Gateway, CLARC, and the Newcomer Knowledge Hub to evaluate referral quality, identify service gaps, and respond to emerging newcomer needs.
• Oversee the Partner Portal system, ensuring it provides effective tools for collaboration, resource sharing, and data-driven insights to enhance service delivery and outcomes for newcomers.
• Prepare and deliver timely reports for funders, internal stakeholders, and leadership, ensuring compliance with reporting frameworks, performance metrics.
• Provide strategic guidance for outreach, onboarding, and training of new partners, identifying and establishing connections with potential Gateway partners using data from NAARS.
• Foster and strengthen partnerships with community organizations and stakeholders, ensuring alignment with ISC’s strategic goals and the long-term success of ISC’s services.
• Analyze partner performance data to identify opportunities for improvement and drive the development of innovative solutions for newcomer support.
• Respond promptly and efficiently to organizational and partner requests.
• Oversee risk assessments, manage arising issues, and guide project management initiatives in alignment with the organization's overarching vision.
• Contribute to community impact by advancing ISC’s mission and vision, fostering the well-being and resilience of newcomer communities.

Strategic Collaboration

• Support leadership in executing long-term strategic objectives by contributing to the identification of growth opportunities and providing data-driven insights to inform service enhancements, process improvements, and resource planning.
• Participate in process improvement initiatives to enhance operational effectiveness of client service delivery.
• Build and nurture relationships with key external stakeholders, including funders, community organizations, and service partners. Represent ISC at relevant meetings to promote services, share best practices, and foster collaborations that support program goals.
• Support leadership by staying current on industry trends, regulatory updates, and best practices in client services, contributing insights that help guide program enhancements and service delivery.
• Assist with writing funding proposals and preparing reports in a timely and accurate manner, ensuring compliance with established guidelines and identifying clients' needs and trends, including language training requirements.
• Facilitate, organize, and attend team and agency meetings, including senior management meetings, monthly department meetings, Advisory Committee meetings and all staff meetings.
• Other duties as assigned.

Qualifications and skills:

Education:

• Bachelor’s degree or higher in Social Sciences, Public Relations, Communications, or Business Administration.
• A combination of education and relevant experience will be considered. 

Experience

• Minimum 2 years of proven supervisory experience with a track record of effective delegation, team mentoring, and transparent communication.
• Demonstrated experience in engagement, building, and sustaining partnerships.
• Experience with CRM software, project management tools, and online partner engagement tools. Familiarity with Salesforce is an asset.
• Prior experience in the settlement and integration sector is highly valued.

Attributes and Core Competencies 

• Commitment to continuous learning in leadership, communication, conflict resolution, and data management.
• Skilled in risk identification, project implementation, and alignment of work with organizational goals.
• Strong cross-cultural awareness and sensitivity, with prior experience working with diverse cultural and language groups.

How to Apply:

To apply, please ensure your application documents include your full name in the title and submit them directly through our website. We kindly request that applications be submitted exclusively through our website and refrain from sending applications via email or phone.

Note: Internal applicants are requested to submit their applications through Dayforce.

This posting will remain open until a suitable candidate is found.

We appreciate your interest in ISC and will reach out to shortlisted candidates as we move forward in the selection process. Your passion for supporting newcomers is valued, and we look forward to considering your application.

Diversity and Inclusion

We are proud to be a welcoming and inclusive organization that embraces the diverse backgrounds and unique perspectives of every individual. We believe that diversity strengthens us, enabling us to better support our clients and create a richer community.

Our commitment to equality means that all qualified applicants will receive fair consideration for employment. Every person, regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, is not only welcomed but celebrated for their authentic selves. If you require accommodation during the application process due to a disability, please let us know. Your needs are important to us, and we're here to ensure a smooth and accessible experience.

Note: We thank all applicants for their interest, however, only those candidates selected for interviews will be contacted.

We are honoured to work on the traditional territories of the people of the Treaty 7 region in Southern Alberta, which includes the Blackfoot Confederacy (comprising the Siksika, Piikani, and Kainai First Nations), as well as the Tsuut’ina First Nation, and the Stoney Nakoda (including the Chiniki, Bearspaw, and Goodstoney First Nations). The City of Calgary is also home to Métis Nation of Alberta, Region III.