Client Services Supervisor

Role Responsibilities

Reporting to the Manager, Client Services Delivery, the Supervisor leads a team of Client Services Coordinators responsible for assessing student funding applications, managing payment disbursements, and reassessing eligibility based on changing circumstances.

This supervisory role is critical in ensuring high-quality, fair, and efficient delivery of financial assistance programs that support adult learners across Alberta.

As the Client Services Supervisor, you will:

• Lead, coach, and support a team of Client Services Coordinators to achieve service standards, performance targets, and business goals
• Monitor team performance, quality assurance metrics, and workflow priorities to ensure timely and accurate service delivery
• Review complex and escalated funding decisions to ensure alignment with legislation, policy, and program guidelines
• Provide subject-matter expertise to support program decisions, policy interpretation, process improvements, and IT system enhancements
• Analyze trends, consolidate data, and develop recommendations to support program and policy direction
• Identify training needs and deliver or coordinate learning opportunities for staff
• Support change management initiatives through coaching, mentoring, and continuous improvement
• Collaborate with other supervisors, internal teams, and external stakeholders to ensure seamless client service delivery
• Ensure compliance with privacy, security, and records management requirements
• Contribute to briefings, action requests, and special projects as assigned 

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

• Systems Thinking: Takes a holistic, long-term view of client service delivery by understanding how policies, workflows, technology, and stakeholder needs are interconnected. Anticipates downstream impacts of funding decisions and process changes to ensure consistent, fair, and sustainable outcomes.

• Creative Problem Solving: Guides staff through complex and escalated client situations by analyzing information from multiple sources and applying sound judgment within policy frameworks. Continuously identifies opportunities to improve processes, service quality, and operational efficiency.

• Drive for Results: Sets clear performance expectations and monitors service standards, quality measures, and timelines to ensure program objectives are met. Adjusts priorities and workflows as needed to deliver accurate, timely, and client-focused outcomes.

• Build Collaborative Environments: Fosters a positive, respectful, and inclusive team culture through open communication, coaching, and recognition. Works collaboratively with supervisors, internal teams, and external stakeholders to ensure seamless and coordinated client service delivery.

Qualifications

University graduation in a related field plus 2 years progressively responsible related experience; or equivalent as described below. 

Equivalency: Directly related education or experience considered on the basis of: 1 year of education for 1 year of experience; or 1 year of experience for 1 year of education.

• Experience assessing eligibility and financial decisions within assistance or funding programs
• Supervisory or team-lead experience is considered an asset 

Knowledge, Skills & Abilities

• Strong knowledge of client service delivery models and financial assistance programs.
• Ability to interpret and apply legislation, policy, and operational procedures.
• Demonstrated leadership, coaching, and performance management skills supervising a team.
• Excellent communication, relationship-building, and negotiation skills.
• Strong analytical and problem-solving abilities.
• Ability to manage competing priorities in a fast-paced, service-oriented environment.
• Experience working collaboratively with diverse internal and external stakeholders.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

This is (1) permanent, full-time positions working 36.25 hours per week, Monday to Friday.

This position is based in Edmonton. We require you to attach a Cover Letter with application explaining your qualifications and suitability for this role.    

Links and information on what the GoA have to offer to prospective employees.

•    Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
•    Public Service Pension Plan (PSPP) - https://www.pspp.ca.
•    Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
•    Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
•    Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
•    Positive workplace culture and work-life balance.
•    Leadership and mentorship programs.