Serco Inc.

Program Manager, AVRPP

Recruiting Location : Location
Project/Program Management
Position Type
Security Clearance
Reliability Status
No - Teleworking not available for this position

Position Description

If you enjoy working with the public in a high energy and dynamic environment - challenging and rewarding job opportunities await you at Serco Canada Inc.


Assisted Voluntary Returns (AVR) are an indispensable part of a comprehensive Canada Border Services Agency (CBSA) removals program and are aimed at providing a humane and orderly return for failed asylum claimants to their countries of origin.

The successful implementation of an AVR program requires the cooperation and participation of a broad range of actors, including the foreign national, the Canadian and foreign governments, transit countries, destination countries / country of origin, domestic and international social services organizations, and local service providers based in foreign countries.Success of the pilot project will inform future program changes or expansion to other CBSA regions.


As the Program Manager, you will lead a multi-disciplinary team that works closely with the CBSA, local social services partners, and in-country support agencies to facilitate preparation, travel, resettlement, social services and financial supports.

Your work is focused in the GTA but communications and liaison with international partners will be vital to ensure that expected standards and outcomes are met. You will lead resolution of any problems or concerns.


As the contractor Program Manager for the Assisted Voluntary Return Pilot Project (AVRPP) in the Greater Toronto Area (GTA), you will lead a team that will assist and support foreign nationals (FN) referred by Canada Border Services Agency (CBSA) who have elected to voluntarily return to their country of origin and plan social services and financial supports to enable safe and successful resettlement.

  • You will build a program of safe and supportive resettlement options to enable voluntary returnees to have a positive start after departing Canada.
  • You will build a strong, collaborative GTA team with excellent working relationships with our customer and supply chain partners; advise and guide; challenge and address under-performance and non-compliance.
  • You will regularly review our local and in-country supply chain to ensure it is fit for purpose and has the capacity to meet performance standards. You will identify and review new supply chain partners, if necessary, to support areas of under-performance.
  • You will join our Canadian business leadership team and exercise authority and resources to achieve success.

In this role, you will:

·     Build and maintain key relationships with CBSA and community groups that will ensure success of AVR services.

·     Take responsibility for all performance and financial accountabilities.

·     Oversee overall service delivery and team performance:

    • Work with CBSA to:
      • Assess eligible FNs through an intake interview.
      • Identify and engage community social services and support organizations within the GTA and the FNs country of origin.
      • Develop personalized AVR plans.
    • Work in-country with locally contracted agencies and with the FN who has returned to their country of origin to support and monitor the FN and evaluate the process.
    • Proactively report on program successes and failures to assist in on-going improvements to the program delivery model.
    • Issue and verify secure incentive payments to FNs. Maintain a complete audit trail.

·     Conduct monthly performance reviews and attend monthly program delivery and evaluation meetings with CBSA representatives.

·     Identify and implement opportunities to improve contract performance; establish goals to address under-performance; develop and monitor performance improvement plans.

·     Identify and report on risks and issues as appropriate, and lead on resolution of operational, contractual and performance issues as they arise.

·     Build effective and productive relationships with partners based on three key factors for success: mutual trust and understanding, openness and excellent communications, and a joint approach to managing delivery.

·     Establish a collaborative working environment among all stakeholders to facilitate partnership working and high levels of motivation, innovation, and communication.

·     Undertake such additional duties as may be reasonably required, commensurate with the level of responsibility within the area.





To be successful in this role, you will have:

  • Effective communication skills and ability to work cross functionally within the organization.
  • Solid technical, business and project management knowledge.
  • Excellent collaborative leadership and organizational skills.
  • Stellar internal and external relationship building skills.
  • Strong degree of integrity and judgment.
  • Able to effectively delegate authority as required.
  • Willing to take ownership for the outcomes within scope of responsibility.
  • Strong planning, coordination, execution, and analytical skills. 



  • Understanding of Canada/International Immigration/Migrant sector. Experience in other jurisdictions may be considered.
  • Experience operating in a multi-stakeholder environment.
  • Politically incisive in communicating effectively with customers, sector stakeholders, partners and external bodies as relevant.
  • 5+ years of experience in a senior position with P&L responsibilities in the immigration, social services or employment sector is preferred.
  • Minimum of five (5) years of work experience within the last ten (10) years, working directly in an area related to the provision of social services to individuals and families. Social services include but are not limited to health services, education, housing and employment.
  • Bachelor’s Degree in Management or a related field.
  • Excellent people leadership skills. Must be skilled in communicating, cross cultural management, organizational culture development and motivating staff.
  • Thorough understanding of all aspects of operational safety, environmental and security/confidentiality issues.
  • Must be able to obtain and maintain  a reliability security clearance.


Health & Safety, Environmental:

  • Ensure compliance with all regulations, policies and procedures pertaining to the operations including occupational health and safety, environmental, and service quality. 
  • Responsible for the safety of all personnel, equipment, and facilities under the scope of this position, in accordance with Provincial, Federal, Serco and CBSA safety regulations and procedures.
  • Accountable for developing and tailoring plans to drive for results in the areas of safety, compliance, service delivery and cost.


Serco Canada Inc. an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values, Serco Canada is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. Serco Canada will provide accommodation for applicants in all aspects of the hiring process.  If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.


We thank all applicants for their interest. However, only candidates selected for an interview will be contacted. Serco Canada Inc. is an equal opportunity employer.

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has over 9,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).


To review Serco benefits please visit:


If you require an accommodation with the application process please email: or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.


Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email


COVID-19 Regulations: Serco complies with all applicable COVID-19 requirements. This may require employees to be vaccinated against COVID-19, provide attestations regarding vaccination status and/or COVID-19 testing, or satisfy other conditions of employment that Serco deems appropriate, and employees may be required to show proof of vaccination and/or negative COVID-19 test results as a condition of employment (except in limited circumstances where an employee is legally entitled to an accommodation).


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