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Chief Operating Officer

Immigrant Services Calgary, 1200, 910 7Ave SW, Calgary, Alberta, Canada Req #106
Friday, May 17, 2019
Immigrant Services Calgary is a not-for-profit immigrant serving agency established in 1977. ISC's mission is to be a comprehensive settlement agency working together with immigrants and their families to make Canada home. ISC is looking for individuals who appreciate the valuable contributions immigrants make to Canada, and understand and share our values of  being passionate, accountable and ethical leaders in settlement services. We believe that people come first. We are committed to quality services for a diverse Canadian community.


Immigrant Services Calgary Society (ISC) has spent almost half a century serving the needs of new arrivals to Calgary, of which there are approximately 20,000 on a yearly basis. From humble beginnings more than 40 years ago, the organization has consistently focused on providing exceptional services, positively touching the lives of more than half a million immigrants and refugees during this time. Today, ISC employs more than 127 staff, engages more than 1,000 volunteers and collaborates with dozens of service providers. Their principal service delivery is through the Settlement and Inclusion Centre, Language Bank Centre, the Immigrant Language and Vocational Assessment – Referral Centre, and the Mosaic Family Resource Centre.

Perhaps their agency logo describes them best: the three freshly sprouted leaves depicting the interconnection of 1) immigrants (and refugees) starting a new life, 2) their valued stakeholders and community partners, and 3) their own agency; the red maple leaf representing Canada and Canadian society; and the fusion of the two plants representing successful settlement and integration of recent arrivals into this incredible country.

ISC is looking for an individual who appreciates the valuable contributions immigrants make to Canada, and understands and shares their values of being passionate, accountable and ethical leaders in settlement services. They believe that people come first. They are committed to quality services for a diverse Canadian community and dedicated to unleashing the civic, economic & social potential of newcomers to Canada & Calgary.

Immigrants and refugees achieve successful economic, social and cultural integration and become valued contributors to Canadian society.

To facilitate the integration of immigrants and refugees into Canadian society.

Values and Guiding Principles:
■ We operate with integrity, mutual respect, trust, and confidentiality;
■ We treat our people and clients in a fair and equitable manner with respect and understanding;
■ We respond to changing needs with optimism and creativity;
■ We value efficiency, consistency, and accountability; and,
■ We work collaboratively to enhance the services available to clients.

To learn more, visit


Reporting to the CEO, the COO is responsible for overseeing ISC’s ongoing operations and procedures to contribute to the creation of a remarkable organization. This leadership position will operationalize and optimize existing programs and reach, and enable ISC to expand its capacity and impact. The COO will play a key leadership role in the implementation of the current Strategic Plan and delivery of the following priorities:
■ Sharpening program and service focus;
■ Investing in innovation;
■ Enhancing strategic collaboration; and,
■ Optimizing human capacity and capability.

The ideal candidate is a resilient and trusted operational leader who believes in getting things done with collaboration and inclusiveness. He/She brings humility and yet displays fierce resolve with astute decision-making skills. The COO can facilitate others toward optimal decisions while seeking the best solution for all stakeholders. Cause-driven with demonstrated social consciousness, return on social investment, and service to the community, they will embrace the mission and values of ISC and engage staff, stakeholders, partners, and the community in the implementation of the ISC’s transformational vision in the years to come.


This is a critical role in Immigrant Services Calgary’s continued success and growth. The incoming COO will be accountable for the following:
■ Overseeing ISC’s business plans, implementations for the operational services and programs, and providing responsive changes to the external environment;
■ Providing direction with a collaborative approach to Program Directors, Human Resources, Operations and Information Technology in supporting Operations business plans and programs and ensuring a culture of program efficiency and inclusiveness;
■ Promoting and managing change in a manner that supports the vision, goals, values and strategic directions of ISC;
■ Collaborating with other immigrant serving organizations in Alberta to ensure efficient delivery, program efficiency and duplication of services through the creation of a gateway portal which will act as an Alberta wide needs assessment portal for all newcomers;
■ Advising the CEO on tactical organizational development and key planning issues, and making recommendations on major decisions;
■ Keeping the CEO informed about organizational activities, potential threats, opportunities, and recommended actions;
■ Assisting the CEO with community leadership, fundraising, and relationship building;
■ Assisting the CEO in creating innovative strategies to diversify funding resources;
■ Creating and communicating operations strategy and policies;
■ General oversight of all operational functions, including research and development and regulatory affairs;
■ Creating a high-performance culture and encouraging managers to evaluate and take actions that are consistent with agency’s overall strategy;
■ Developing innovative systems and services to facilitate exemplary and highly effective operations;
■ Designing and implementing evaluative metrics to measure the effectiveness of programs and services;
■ Providing direction and support in the development and implementation of research and valuation tools to support program development, staff training and social impact reporting; and,
■ Serving, on occasion, as a spokesperson for the agency.
Given the role this individual will play in Immigrant Services Calgary’s continued growth and success, it is essential the successful candidate possess the following education, experience, and personal characteristics:

■ A relevant undergraduate degree, such as Social Science, Business, or Public Administration would be an asset; and,
■ A project management certificate would be an asset.


■ A seasoned operations professional, with either for-profit or not-for-profit sector experience;
■ Demonstrated experience leading business functions such as HR, Non-Profit Finance, IT and Marketing;
■ Proven success at effectively initiating and executing large-scale projects requiring change management and IT implementation;
■ 5 years of progressively more complex leadership experience across an organization, with a focus on continuous improvement and project execution;
■ Background in working on multiple projects serving multiple internal stakeholders and working collaboratively across an organization and a sector; ■ Prior success launching projects in new and innovative ways, involving multiple stakeholders inside and outside of the organization;
■ Previous experience of relying on metrics - data analysis and performance/operation metrics – to achieve operational excellence;
■ Knowledge of funding models, government structure, and the political environment fundraising would be an asset;
■ Comfortable and prior experience working in and with diverse cultures; and,
■ Aptitude in decision-making and problem-solving.

The successful candidate is someone who:
■ Is passionate about their work and the impact their work has on future generations;
■ Has a knack for capturing and distilling a range of information quickly, articulating ideas clearly, and then identifying strategies to determine a course of action;
■ Is exhilarated by a challenge and driven by a passion for the cause;
■ Creates an environment that is nimble and quick and able to react to change;
■ Shares information in an effective and collaborative manner;
■ Has a demonstrated ability to work with initiative and creativity when managing multiple projects at once;
■ Demonstrates initiative and motivation to continuous improvement of process and delivery; and,
■ Is flexible and able to change gears when required.

This role provides an opportunity to:
■ Make a legitimate impact on the community;
■ Change the way immigrant serving organizations collaborate and offer services across the province;
■ Help many of our society’s most vulnerable;
■ Be innovative with the use of technology to ensure the greatest reach and impact; and,
■ Be a leader in the field of immigrant services.
Thank you for your interest. Due to the high volume of applicants, only candidates short-listed will be contacted. No phone calls or visits please.

Other details

  • Pay Type Salary
  • Immigrant Services Calgary, 1200, 910 7Ave SW, Calgary, Alberta, Canada